System Engineer
Tesco Technology
Total years of experience :1 years, 11 Months
Worked as a resource for MDM - device management and print/file server management.
Key responsibilities
• Endpoint management for Samsung and Nokia phones and tabs (COPE & BYOD) through SOTI, KNOX and Intune, Windows 10 desktop/laptop (NGD and autopilot) via Microsoft Intune and Windows AD, print & file servers adhering to ITIL processes for efficient incident and service request management.
• Led project transition for Android support, defined and documented L3 process. Defined RACI, crafted process documents, troubleshooting guides, and updated KB articles. Provided periodic training for team members, L1, and L2 support.
• Printer and print server support along with implementing change for Print server patching (via WSUS) and reboot activities.
• Service Improvement, root cause analysis Identified and implemented shift left activities.
• Managing OS upgrades and patching for Samsung devices using KNOX Campaigns.
• On call support on rotational basis (24x7).
• Monthly report for server inventories, tickets, changes, and ongoing projects.
Worked on SAAS cloud support, primarily migrating tenants from Centrify to Idaptive cloud.
Key responsibilities
• Worked for Identity Access Management client supporting modern authentication and single sign-on for corporate applications, including device management for iOS, Android, and Windows.
• Responsible for application management, app deployment, policy testing, configuring SAML for client applications to achieve Single Sign-On (SSO), installing and configuring browser extensions, integrating SSO with web apps and migrating tenants from Centrify to Idaptive cloud.
• Installing and configuring Idaptive Cloud Connector, creating, and managing user policies and roles.
• Handling user provisioning for Office 365 accounts and AD integration with Idaptive, setting up Multi-Factor Authentication (MFA) for secure user logins, setting up app catalogues with SAML and SSO and configuring authentication methods based on corporate IP ranges.
• Providing technical assistance to meet migration criteria with global customers, scheduling tenants for migration.
• Replicating and analyzing issues, capturing, and resolving logs for enterprise customers.
Provided L2 support for devices enrolled in MobileIron, AirWatch & BB. Later, promoted to the NOC team, taking care of event management.
Key responsibilities
• Provided MDM support (Blackberry, MobileIron and AirWatch) to global clients.
• Managed incidents and service requests, tasks, P1 and P2 issues, reported via emails, calls, chats and tickets in BMC remedy and ServiceNow, ticket routing.
• Weekly calls with third-party vendors for ticket follow-ups and status updates.
• Conducted quality audits, prepared QA reports, performed RCA for weekly ticket dump to assist the problem management team.
• Assigned individual and group policies to phones and tabs, provided branch Wi-Fi support.
• Server alarm monitoring in Nimsoft, Solar Winds and Foglight.
Key responsibilities
• Asset management for clients of Telstra.
Designed Portfolio for clients .