About Me

Worked with VMware Software India Pvt Ltd as a Technical Support Engineer (Voice Process)Duration: August 2017 - May 2019. (1 year and 10 months)Process: AirWatch MDM/iOS devicesWork:Helping admins to troubleshooting issues via phone/email with the f...ss: AirWatch MDM/iOS devicesWork:Helping admins to troubleshooting issues via phone/email with the followingduties but not limited to:iOS and macOS related issues with Enrollment, DEP, Supervised, AppleConfigrator, macOS encryption,Managing Profiles and Compliance Policies thorugh AirWtach, User and Devicebased profile for macOS, Apple School ManagerWorking closely with Tier 3, Database and Ops teams to act as a Liaisonbetween customer and them, documenting all the conversation and thetroubleshooting performed,Actively checking newly created cases on Zendesk ticketing tool and making sureSLA is met and acting upon team members cases in their absenseConduting technical triages/tranings, discussing the cases with the team andhelping new hires get onboard in terms of process knowledge