Sonam Suley

• Working on Batch support, Incident Management, NOC TOOL, Active Directory, SCCM, Intune, MDM profile.
• Provide end to end support.
• INTUNE RESPONSIBILITY: -

-Author, manage, maintain, support, troubleshoot and optimize a holistic MDM program. -Establish a list of approved devices, create an online registration system and process move/add/delete changes for 300 employees and their mobile devices within 24 hours. -Create security and device management policies. -Recommend the types of data and apps accessed by employee-owned devices.

• NOC TOOL:-
• Handled Alerts on SPLUNK, LRS, DYNATRACE, Cloudwatch
• Ensuring support tickets are fully updated and monitored 24/7.
• Provided proper escalation and handoffs to management and support to team..
• Created SOP for splunk process.
• Communication with peers and supervisors routinely, document work, Meetings and decision.
• Worked on alert tool like Splunk, Cloud watch, LRS, TPX, YBN, Solar Winds, BICSuite.

Worked on alert tool like Splunk, Cloud watch, LRS, TPX, YBN, Solar Winds, BICSuite.

• Worked on Incident Management/ Service Management.
• Handles US Stack Holders.
• Worked on MDM/ Desktop support.

• Worked on Creating Team Progress score card and Dashboard.

• Good analyzing skills and understand user requirements
• Encourage team members and creates a positive working environment
• Dealing with escalation calls expedites the requests and complaints for quick resolution Involved in the recruitment of new staff
• Worked as a lead in organization
• Worked for reopen, cancelled, audit of incident & request numbers
• Engineer's performance tracking, monthly dashboard.

• I am Handling P1 call for all projects from CS team perspective
• I have experience on Audit
• I am Creating and uploading Artifacts on monthly basis
• Team management activities handling and performing
• Performing Incidents management role and doing audit
• Creating dashboard presentation for location to show monthly data
• I have Handled ISO 20k audit, Providing technical support to our team
• Joining in Application KT Sessions and play role of L1 support team
• Creating engineer performance dashboard on monthly basis
• Doing Reporting from Gamification tool
• On Daily basis doing Re-open, cancelled incident tracking for Bangalore ops
• Worked Monitoring Tool such as Splunk, Cloud watch etc
• Handled alert & Dashboard
• Worked Batch Operation.

• I have handled Tickets for Desktop related issues, Network support.
• Worked on SCCM, AD, Connected Backup, Mcafee epo.
• Job Responsibilities: -.
• Voice, ESS and chat support for the United States of America.
• Dealing with escalation calls expedites the requests and complaints for quick resolution.
• Preparing Knowledgebase Information after discussing with business.
• Joining in Application KT Sessions and play role of L1 support team.
• Using existing templates while creating Articles and SD tickets.
• Handling new client enquiries and acting as the face of the business.
• Desktop issues like login, Wireless and Wired connectivity issues, helping customer resetting the passwords example GUID (Global User ID) password, Lotus Notes and Windows password
• Helping Customer with the system performance.
• Providing quick and right solution in given time.
• Dealing with escalation calls expedites the requests and complaints for quick resolution for hardware devices.
• Handling new client's enquiries and acting as the face of the business with regards to their technical queries.
• Dealing with Microsoft office 2010 and 2013 technical issues, including functionality issues.

• Started Corporate journey from DB project
• Started learning on putty. -Handled server alert. -Handled server properties. -Worked on Incidents & SR. -Grasp knowledge on networking.