Intune Cloud Service Support Engineer Resume

OBJECTIVE

To obtain gainful employment in a position utilizing strengths in leadership, planning, organization and customer assistance while offering recommendations that will result in an increase in productivity and company profitability.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential

Support Engineer

Responsibilities:

Assist and support with the deployment of iPhones and apps for production to 20,000 employees.
The Mobile Device Management team works as a single point of contact for business for backend
IT services and support to ensure Development and Delivery of IT solutions to business requirements.
Support employees that is part of the deployment with any issue with iPhone setup.
Provide updates to the Business Team with recommendation for the deployment.

Confidential

Intune Cloud Service Support Engineer

Responsibilities:

Provides support to Microsoft clients on a variety of mobile cloud service issues.
Responds to cases created by corporate IT admins requesting assistance with issue with mobile device management using Office 365, Intune within Azure, Intune with SCCM with basic knowledge of NDES and SCEP
Assist customers with managing Microsoft Office mobile apps at a granular level to protect data while maintaining productivity for employees on the mobile devices and apps they choose.
Ability to independently analyze the customer requirements according to customer's company policy and develop appropriate solutions to meet expected service level.
Walk customers through the creation and design of Intune.
From creating compliance and configuration policies to full deployment to iOS, Android, and Windows devices that are being used throughout the organization for the customer.

Confidential

Enterprise Mobile Support Specialist IT

Responsibilities:

Supporting Confidential clients with Mobility support.
Wireless device configuration for iPhones, iPads, Android phones, tablets for staff members for mobile device management.
Remote access tool used to remote into device using: LogMeIn Rescue
Ticketing System used for daily ticket creation Parature and Ethos (USPS only).
Setup callbacks for resolutions to issue.
Monitor mobile device management for email configuration and security settings according to client request.

Confidential

Senior Assistant: Customer Support

Responsibilities:

Supporting all Raytheon employee in a Window XP & Window 7 environment.
Troubleshoot all issues related to: PC's, desk phones, smartphones, printers
Remote access tool used to remote to PC using Remote Assist.
Ticketing System used for daily ticket creation Remedy.
Used Active Directory to search user account, find PC’s on network and password reset.
Escalate complex issues to higher level for resolution.
Schedule support assistance for conference rooms meetings and video conferencing
Mainframe & SAP password reset
Monitor mobile device management for email configuration and security settings according to client request using MobileIron

Confidential

Tier 1 iPhone Technical Support/ Lead

Responsibilities:

Troubleshooting and resolving customer's personal computer hardware, software, connectivity, and multimedia device problems over the phone.
Responsible for effectively positioning and selling warranty products and technical solutions.
Responsible for reporting and escalating issues and problems through appropriate channels.
Monitor agent metrics and coach to any discrepancies according to site - wide metric goal.
Monitor daily attendance of agents per attendance policy.
Monitor agents call handling ability by utilizing the Remote Ace tools.
Provide complete and appropriate technical solutions for Mac users.
Last level of support for troubleshooting simple to complex issues, adapting to a variety of skill levels through a positive, analytical, and informative approach.
Educate customers about Confidential ’s support options, online tools, and self-help or tutorial training resources.
Monitor agent metrics and coach to any discrepancies according to site-wide metric goal.
Facilitate supervisor’s role in the call center too allow the greatest streamline ability for coaching and training.