Neha Rawool
Bengaluru,KA
Summary
Seasoned Technical Support Engineer versed in aiding customers with implementation of emerging technology. Expertise in mobile device management and troubleshooting complex technical issues. Over 5 years in software support in global environment.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Support Engineer - L2
VMware (Broadcom)
07.2021 - Current
- Experience in investigating device level issues with Workspace ONE UEM enrolment, SDK applications, email configuration, Web browser authentication, and implementation of Workspace ONE environment in users premises.
- Handled High level escalations of enterprise customers and provided resolution with given SLA
- Served as primary point of contact for support relating to owned solutions and products and performed root cause analysis of reported issues to decisively discern and enact corrections.
- Assisted in onboarding process of new customers in their MDM Implementation
- Closely worked with R&D Engineering team to mitigate product issues.
- Conducted trainings and Ask me anything sessions for L1 engineers to help them understand about Workspace ONE troubleshooting.
- Explained technical information in clear terms to non-technical individuals to promote better understanding during B2B meetings.
- Maintained response times in compliance with internal policies to support business continuity and maintained high customer feedback rating making each customer interaction as positive and successful as possible.
- Assisted in providing efficient methods to reduce time of tasks and continuously worked to automate internal and external processes.
Technical Support Associate
DXC Technology
02.2020 - 06.2021
- Providing operational and technical support for customers analyzing wide variety of issues, determine needed actions, follow through to resolution, support of both native and API app implementations/troubleshooting, and data analytics.
- Interacted with customers via zoom, telephone and electronic communications (E-mail, SMS, conference calls).
- Supporting customer for Desktop, network, CPU memory and Disk related issues, Installation/ updates of Anti-Virus
- Received high customer satisfaction feedback from customers globally through email, phone and from on-site visits.
- Responsible for creating and updating system documents such as ticketing system with JIRA and knowledge base articles with Confluence.
- Identified areas in need of critical improvement and implemented strategies to achieve targets
Technical Support Executive
Cognizant Technologies Solutions
01.2018 - 10.2019
- Working experience on Service Now, Attending customers and providing resolution within SLA
- Identified key technology defects to streamline problem resolution.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Diagnosed and troubleshot hardware, software and network issues.
- Monitored system performance to identify potential issues.
Education
Bachelor of Engineering - Electronics And Telecommunications
SSPM College of Engineering
Sindhudurg05.2017
Higher Secondary School - Science Education
S M Highschool
Sindhudurg05.2012
S.S.C. - 10th Education
S M Highschool
Sindhudurg05.2010
Skills
- TCP/IP, OSI layer, DHCP, DNS
- Workspace ONE UEM
- Mac OS Troubleshooting
- Android OS / iOS Troubleshooting
- Windows client troubleshooting
- Microsoft Windows Server troubleshooting
- Basic Okta Administration
- Basic JAMF Administration
- API and SDK Configuration
- Linux Administration
- SaaS
- JIRA and Confluence
- Device administration
- Device Management
- Wireshark & Fiddler Experties
- Multitasking and Prioritization
- Collaborative Team Player
- Customer focus
Certification
- ·Currently Persuing VMware Workspace ONE 22.X Professional Certification. (Feb 2024)
Timeline
Technical Support Engineer - L2
VMware (Broadcom)
07.2021 - Current
Technical Support Associate
DXC Technology
02.2020 - 06.2021
Technical Support Executive
Cognizant Technologies Solutions
01.2018 - 10.2019
Bachelor of Engineering - Electronics And Telecommunications
SSPM College of Engineering
Higher Secondary School - Science Education
S M Highschool
S.S.C. - 10th Education
S M Highschool
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