SAGAR GOSWAMI

Roles & Responsibilities:
Provided advanced support for MDM/EMM solutions using SOTI products (MobiControl, XSight, One Platform, Assist, Connect, Identity, and Central) to premium and enterprise clients.
Primary role involved managing and resolving customer tickets through Salesforce, related to device management, MobiControl console, server, and database issues—including maintenance for cloud-hosted environments (AWS & Azure).
Served as a Level 2 dedicated engineer for assigned Enterprise and Mission Critical accounts with large-scale license deployments
Managed both cloud and on-premise servers, including migration from AWS to Azure server.
Diagnosed and resolved customer-reported issues through collaboration with internal teams and cross-functional stakeholders.
Possess strong expertise in MDM solutions, cloud infrastructure, and SQL, with deep knowledge of Android, iOS, and Windows operating systems.
Reviewed and managed internal feature request tickets using JIRA
Mentored and assisted Level 1 agents, supporting them with case handling and regular troubleshooting
Conducted mock calls to train and evaluate new hires
Handled case assignment and escalations using Salesforce to ensure efficient workflow and resolution timelines
Built and maintained a comprehensive knowledge base in Salesforce covering FAQs, known issues, and solutions
Reported customer-identified bugs with clear and concise titles and details for internal developer teams via JIRA

• An autonomous society under the Ministry of Information and Broadcasting

Roles & Responsibilities:

• Regularly coordinated with the NKN team, NIC officials, and key stakeholders to enhance the digital infrastructure at IIMC.
  Resolved network-related issues involving routers, switches, wireless access points (APs), and firewalls to ensure seamless internet connectivity;
  Led comprehensive network upgrades for the IIMC Library, Board Room, Administrative Department, and campus-wide infrastructure.
  Provided technical support for firewall upgrades and Avaya WAP IOS updates to enhance network security and campus-wide Wi-Fi speed
  Offered technical assistance for various events, seminars, and training programs conducted by IIMC in both virtual and offline modes
  Created, implemented, and reactivated government email IDs for staff members via the e-forms portal.
  Managed logistics and technical setup for successful online classes for students and officer trainees.
  Troubleshot and resolved issues related to Wi-Fi modems, improving wireless connectivity across the campus
  Provided technical guidance to regional campuses for enhancing their digital infrastructure.
  Liaised with NIC staff for website-related issues; supervised redesign and ongoing updates of the IIMC website using CMS

District Manager in Haryana State Wide Area Network (HSWAN) Project.

• Managed and monitored network connectivity across all government sites within the district
• Configured, installed, and troubleshot various network devices including Cisco 7200, 4300, and 1800 series routers; Cisco 2960 and 3750 switches; wireless access points; fiber optic lines; and leased line modems
• Facilitated video conferencing setups for senior district officials, enabling efficient communication and district-level meetings
• Regularly engaged with stakeholders (NIC, Police, DDPO, Treasuries) to address and resolve SWAN connectivity issues
• Maintained comprehensive records and documentation for network devices, configurations, network maps, OFC layouts, and RMA tracking
• Conducted preventive maintenance of generator sets and UPS systems every two months to ensure power continuity
• Provided daily technical assistance to government officials, resolving SWAN and network-related issues promptly
• Ensured timely resolution of support tickets while adhering to Service Level Agreements (SLAs)

• Roles & Responsibilities:
• Provided remote technical support to customers in the U.S. and Canada for HP printers and computers
  Delivered effective, real-time resolutions to customer issues via phone support.
• Installed, updated, and managed HP printer software tools such as HP Print and Scan Doctor and performed firmware updates
• Tested and troubleshot wireless connectivity for printers and computers
• Diagnosed and resolved hardware issues, and guided customers in using applications such as HP ePrint, Air Print, and cloud printing solutions.
• Documented all hardware and software troubleshooting steps during support calls
• Ensured timely resolution of support tickets in compliance with SLA standards