Vivek Mohla

I leveraged strong technical acumen to resolve complex issues for strategic enterprise customers, utilizing source code and debugging skills. Served as technical leader, nurturing engineer growth through mentoring and educational initiatives, and led internal programs to advance team technical capabilities. Successfully managed project from ideation to global implementation, saving 150 hours of engineer effort. Collaborated closely on Windows and Intune product design and development, ensuring alignment with organizational goals. Contributed to significant improvements, increasing CSAT score to 4.7 and reducing backlog from 75 days to 28 days. Established and maintained strong client relationships through effective communication. Enhanced team productivity by mentoring junior engineers and developed positive stakeholder relationships to streamline work activities. Effectively communicated technical findings to stakeholders and prepared action plans for process and asset improvements.

Improved customer satisfaction through prompt resolution of support tickets and accurate solutions implementation. Documented technical issues and solutions to maintain accurate logs and enable tracking history. Developed strong client relationships as primary technical contact, ensuring effective communication for all concerns. Reduced response times by prioritizing urgent requests and escalating issues as needed, maintaining high satisfaction during peak ticket periods. Monitored systems and swiftly troubleshooted errors, collaborating cross-functionally to resolve complex problems and ensure seamless operations. Implemented automation tools to streamline workflows, enhancing support team productivity. Installed and maintained hardware and peripherals, providing valuable user feedback for new feature development. Collaborated on system-wide improvements and contributed to team growth through hiring and mentoring. Validated and rolled out software patches in close coordination with internal development teams, ensuring smooth updates for end-users. Participated in post-mortem reviews to identify improvements and implement changes after major incidents.

Administered and integrated Mobile Device Management (MDM) infrastructure for global enterprise. Provided technical advice for complex systems, making operational decisions and analytical approaches. Managed 45,000+ mobile devices, handling deployment, removals, and ongoing support. Led design, build, and implementation of MDM platforms using Microsoft Intune, later migrating to MobileIron. Troubleshot MDM-related issues for servers and end-user devices. Monitored and tracked incidents using HPSM ticketing system. Mentored team on tools and technologies, hosted web applications on IIS servers with SQL database maintenance. Delivered projects under Agile Methodology, created Security Groups on Windows servers, and planned Enterprise Mobile Device Management infrastructure for clients. Supported system users, provided helpdesk service and support, and streamlined troubleshooting processes. Contributed to continuous improvement initiatives, creating flowcharts, diagrams, and documentation. Implemented IT infrastructure upgrades and designed high availability strategies. Coordinated with stakeholders throughout project lifecycle and conducted end-user reviews for modified systems.