Summary
Overview
Work History
Education
Skills
Certification
VMware Certified Professional - Digital Workspace
Timeline
Receptionist
RAMESH KONA

RAMESH KONA

Technical Support Engineer - Level 2
Bangalore,Karnataka

Summary

Expertise in Enterprise Mobility Management(EMM) using VMware Workspace One(Airwatch MDM) and Windows server administration. 10 years of Technical support experience helping clients with Designing architecture plans and implementation of MDM Solutions with high availability. Sizing & implementation of MDM Solutions infrastructure across enterprises. Installation & Configuration of On-Premises MDM Solutions and its components. Critical patch upgrade when released by MDM Solutions & Microsoft for all the production servers.

Overview

1
1
Certification
3
3
years of post-secondary education
10
10
years of professional experience

Work History

Senior Technical Support Engineer

VMware
Bangalore, Karnataka
03.2018 - Current
  • Level 2 Engineer at Workspace One Premier services
  • VMware Certified Professional - Digital Workspace 2019.
  • Strong understanding of Windows desktop management and application deployment.
  • Resolve customer's issues via telephone, email or Zoom session.
  • Reproducing issues in-house and responding back in timely manner.
  • Regular follow ups with customers with recommendations, updates and action plans.
  • Escalate issues in timely manner according to Standard Operating Procedures.
  • Create new knowledge base articles to capture new learning's for reuse throughout organization.
  • Participate in technical communications within Technical Support Team to share best practices and learn about new technologies.
  • Focus on area of technical specialization and attend technical training.
  • Read and work with other Technical Support Engineers on cases which will help cultivate that expertise.
  • Understanding of Mobile Device Management (MDM) and web application structure.
  • Understanding of Windows Active Directory / Certificate Management / Windows Server Management.
  • Understanding of SQL queries to extract information from database tables.
  • Developed technical designs for customers, consultants and contractors.

Technical Specialist

Galaxy Office Automation Pvt Ltd
Mumbai, Maharashtra
10.2016 - 03.2018
  • Designing architecture plans and implementation plan of MDM Solutions architecture with high availability.
  • Sizing & implementation of MDM Solutions infrastructure across enterprise for 2,00,000 devices.
  • Installation & Configuration of On-Premises MDM Solutions and its components.
  • Critical patch up gradation when released by MDM Solutions & Microsoft for all production servers.
  • Maintaining user access groups, accounts and Managing Admin role base access.
  • Define & create enterprise polices in accordance to the current policies defined in the organization.
  • Provision configure and monitor enterprise devices with Mobile Device Management.
  • Managing & Administrating Enterprise Devices & Non enterprise Devices.
  • Test new MDM server upgrades on Development environment servers (UAT & DEV).
  • Documenting and Publishing Test Mobile Server Installation.
  • Co-coordinating with VMware GSS team for resolving the issues.
  • Integrating Air watch EMM servers with SBI secure measures like VAPT, PIMS, hardening etc.
  • Maintaining Server health by checking Performance monitor logs, disk- space utilization, Events viewer reporting and taking corrective measures.
  • Configuration of Corporate Emails on Various Smart Phones.
  • Mobile Device Management configuration on end user devices like mobiles and tablet PCs.

Process developer

Genpact India Pvt ltd
Hyderabad, Telangana
11.2014 - 10.2016
  • Corporate email configuration & Troubleshooting issue related emails, OS & other handset settings on Company provided handset.
  • Up gradation of Mobile Devices (Android/Apple/Blackberry) to the latest OS as per organization policy.
  • Sharing the Mobility related documents/KB articles/Policies with peers on timely manner.
  • Air watch MDM Agent Configuration and Troubleshooting on Apple/ Android for enrolling Merchandising Profiles (Which include- Corp Email, Corp Wi-Fi, Corp Applications, Device administration over air watch cloud integrated with Active Directory Services).
  • Active Sync Configuration and Troubleshooting on Blackberry OS 10 Devices.
  • Supervise complaint ticketing system and follow timely resolution of all incidents through Service-now tool.
  • Follow up Service-now ticket logged by Global Service Desk for retirement /separation/ transfer of device (iPhone, iPad, Samsung).
  • Handle escalated calls from Global Mobility Team and providing 1st & 2nd Level Technical Support to end- users.
  • Cisco AVPN configuration and Troubleshooting on iPad devices.
  • Creation of request in Company internal portal for approval & configuration of New/Replacement device for the user.

Systems Engineer

iGATE Global solutions Pvt Ltd
Bangalore, Karnataka
04.2011 - 07.2014
  • Isolate and troubleshoot issues related to Microsoft Outlook, Pega, mainframe applications like AS400 home and auto, AS 400 travel, Office communicator, blackberry, VPN, SAP CRM, SAP BI, SAP P08.
  • Ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion.
  • Manage communications/expectations to customers at all levels to maintain positive relationships.
  • Utilize information tools, training and experience to provide quick resolution.
  • Participate in problem escalation and call prevention projects to help customers and other technical specialists increase their efficiency.
  • Experience in working with Software Development team in resolving Defects, presenting Defect Status reports, resolving requirement, and observed design inconsistencies.
  • Strong working experience in Windows NT/2000/XP environment.
  • Undergone training on Data warehousing and BI tools.
  • Manage tasks of providing technical support on LMS application (Learning Management System) to customers via email.
  • Perform responsibilities of analyzing and solving problems of minimal to moderate complexity under the instructions of team leads and management.
  • Manage the tasks of publishing KB articles on LMS technical support issues.
  • Provide technical consultation on current and proposed systems to the clients.
  • Provide escalated, technical support to customers by investigating and resolving Application related issues.

Education

Master of Computer Applications - Computer Science

Vignan Institute of Information Technology
Visakhapatnam
06.2007 - 04.2010

Skills

Application support

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Certification

VMware Certified Professional - Digital Workspace 2019

VMware Certified Professional - Digital Workspace

The VCP-DW 2019 certification validates that a badge earner can configure, deploy, manage, maintain, optimize, and perform basic troubleshooting of VMware Workspace ONE and related solutions, as well as properly identify and differentiate any needed supporting products and components.

Timeline

VMware Certified Professional - Digital Workspace 2019

02-2019

Senior Technical Support Engineer

VMware
03.2018 - Current

Technical Specialist

Galaxy Office Automation Pvt Ltd
10.2016 - 03.2018

Process developer

Genpact India Pvt ltd
11.2014 - 10.2016

Systems Engineer

iGATE Global solutions Pvt Ltd
04.2011 - 07.2014

Master of Computer Applications - Computer Science

Vignan Institute of Information Technology
06.2007 - 04.2010

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RAMESH KONATechnical Support Engineer - Level 2