Sowmya P
Coimbatore
Summary
Experienced Technical Support Engineer with over 16+ years of experience in IT industry. Specialized in Enterprise Mobility for TechnicalSupport, consulting and managing customers with excellent reputation for resolving problems, improving customersatisfaction, and driving overall operational improvements.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Supervising Associate
EYGBS (India) LLP
Bangalore
03.2020 - Current
- Lead 7-member team handling escalated Microsoft Intune cases from Service Desk.
- Optimized end-user experiences by aligning service improvements with key trend insights.
- Collaborated with Vendor Support to address SLA Credits requests.
- Developed decision tree-based support for the enrollment issues after identifying optimization opportunities.
- Analyzed escalated cases comprehensively to pinpoint specific complications with App Protection Policies, Conditional Access setbacks or setup errors for both iOS and Android platforms.
- Engage in testing productivity apps and document findings.
- Delivered tailored workaround solutions where feasible to address identified issues.
- Identified opportunities for process improvement and cost savings initiatives.
- Trained new associates for the BAU task and for the non-ticketing activities.
Senior Technical Support Engineer
Citrix
Bangalore
02.2016 - 02.2020
- Working together with the admins and analysts from partner companies to resolve issues related to EPM & CC
- Experience in Installation, Configuring & Managing Endpoint management & Content collaboration.
- Handling High Priority Production down scenarios.
- Specialization on Mobile Device management, Mobile Application Management, iOS management, Android Enterprise.
- In-depth problem analysis of Citrix products, analyze logs, isolate and resolve customer issues.
- Replicating the customer scenarios in lab, working with development team when required and providing timely update to customers.
- Create new Knowledge base articles to capture new learning’s for reuse.
Provide guidelines and best practices on planned projects and activities.
Assist and train Junior Engineers. - Technical review of new versions of the product before running into production.
System Analyst
UST Global
Chennai
01.2014 - 02.2016
- Primarily responsible for driving implementation of various mobile devices, applications (MDM/MAM) solutions using MobileIron Cloud.
- End to end MDM product installation & configuration, implementation of security and user policies and setting up required roles and rights.
- Administer customer’s Mobility environment
Implemented Apple's Device Enrollment Program (DEP) to streamline the Setup of iOS devices with Zero Touch configuration. - Configured Lockdown & Kiosk mode for Samsung Knox devices
- Support end users via e-mail, telephone with a wide range of problems.
- Escalate issues with vendor for support.
Senior Engineer
Wipro Infotech
Bangalore
09.2012 - 01.2014
- Conducting POCs, and assisting the pre-sales team to complete the MDM configuration, to perform the testing and complete the project.
- MDM product installation & configuration, implementation of security and user policies and setting up required roles and rights.
- Overall Product Support.
Associate Engineer
Wipro
Mysore
06.2008 - 09.2012
- Providing technical assistance to end users for accessing Application - WISDOM (Wipro Integrated Sales & Distribution Online Monitoring System) without impacting various business value
- Handling the escalations from client and end users.
- MIS Report Preparations & Review with Client.
- Provided training to onsite team, sales team of (Wipro Consumer Care & Lighting) on the Application WiSDOM (Wipro Integrated Sales & Distribution Online Monitoring System).
Education
AI For Leaders - Machine Learning Models
Great Lakes Executive Learning
Bangalore08-2024
Master of Science - System Engineering
BITS Pilani
Rajasthan05-2012
Bachelor of Computer Applications - Information And Computer Systems
CMS College of Science And Commerce
Coimbatore05-2008
Skills
- Artificial Intelligence -KNIME Tool data processing /Intergration with models
- Understanding of the ITIL framework, Kepner-Tregoe Framework
- Experience with Smartphones and Tablets in all the OS platformsPreparing reports
- SSL certificates and security protocols
- Domain permissions, server/client administration
- Basic understanding of Microsoft Exchange and Active directory ,PowerShell
- Task prioritization
- Collaborative teamwork
- Performance evaluations
- Issue troubleshooting
- Problem-solving abilities
- Team collaboration
Accomplishments
2020-2025-Received Award two times for top performance in EY for improving the efficiency.
2016-2020 - Received Spot Bonus Award four times for top performance in Citrix.
2014-2016 - Client First Enabling award at UST Global operations for best service delivered and proactive
support.
2008 -2012 -Appreciatiofrom client for best service delivered and proactive support.
Client appreciation (WCCLG-Wipro) for training Sales
team.
Shining Start award from Wipro.
SEP reward for consistence performance- Received twice.
Certification
· Apple Product Professional.
· ITIL Foundation certified.
.Citrix Certified Professional - Mobility
Timeline
Supervising Associate
EYGBS (India) LLP
03.2020 - Current
Senior Technical Support Engineer
Citrix
02.2016 - 02.2020
System Analyst
UST Global
01.2014 - 02.2016
Senior Engineer
Wipro Infotech
09.2012 - 01.2014
Associate Engineer
Wipro
06.2008 - 09.2012
AI For Leaders - Machine Learning Models
Great Lakes Executive Learning
Master of Science - System Engineering
BITS Pilani
Bachelor of Computer Applications - Information And Computer Systems
CMS College of Science And Commerce
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