Rekha Devkar

. Investigated and resolved Tier 2/3 escalations for Microsoft Defender for Endpoint (MDE), covering
onboarding/offboarding workflows, proxy configuration, and network health diagnostics.
. Performed in-depth root-cause analysis using MDE Client Analyzer, WPA, HAR files, and telemetry logs to
identify performance anomalies and detection failures in enterprise environments.
. Collaborated directly with Microsoft Engineering and Detection teams to validate security alerts, incidents,
and threat indicators, contributing to Threat & Vulnerability Management (TVM) processes.
. Resolved complex configuration issues across Defender components including Tamper Protection, Web
Content Filtering, Exploit Guard, and SmartScreen across Windows and macOS endpoints.
. Managed Microsoft Defender policies via Intune, SCCM, and GPO, ensuring enterprise-wide policy
compliance and operational integrity across thousands of endpoints.
. Maintained detailed technical documentation and contributed to internal knowledge bases, reducing average
handle time (AHT) and improving team-wide first-call resolution rates.
. Consistently achieved high CSAT scores by delivering empathetic, solution-focused support to enterprise
clients under strict SLA timelines.

• Provided technical support for customer inquiries and product issues.

• . Handled inbound escalation calls and emails for mobile network issues including signal degradation, data
  speed throttling, and connectivity failures.
  . Performed real-time troubleshooting for 2G/3G/4G network complaints using diagnostic tools and CRM
  systems (Salesforce, Remedy).
  . Guided customers through structured resolution processes such as SIM resets, APN configuration, and
  network refresh procedures, reducing repeat contact rates.
  . Analyzed recurring call trends to identify systemic problems and proposed process improvements to reduce
  ticket volume.
  . Educated customers on network coverage, device compatibility, and usage optimization, lowering future
  complaint rates.

. Acted as Tier 2 support for Vodafone Australia, resolving complex mobile network issues including
intermittent coverage failures, VoLTE drops, and data throttling complaints.
. Conducted advanced diagnostics using Vodafone proprietary tools, analyzing tower logs, signal traces, and device-level telemetry to identify root causes of network degradation.

Collaborated with network engineers, provisioning teams, and field technicians to resolve escalated faults
and maintain SLA compliance for enterprise and VIP clients.
. Supported advanced troubleshooting for device-network interoperability, international roaming failures, and
backend provisioning errors across 2G/3G/4G/5G networks.
. Managed high-pressure calls from enterprise clients, ensuring rapid resolution and personalized service
delivery that drove consistently high CSAT performance.
. Contributed to knowledge base documentation that improved first-call resolution rates across the support
team.