Alex P S

Experience

• 

  Wipro

  Jul 2014 - May 2016

  Project Engineer

   Installing & maintaining the latest versions of IIS. Managing 150+ Web Servers for Nestlé S.A Corporation. Taking care of Website creations, App pool configurations & Web farm maintenance Schedule and Apply Hotfixes/patches on Web Servers. Automating Website deployment process using PowerShell. Handling the incidents raised by Nestle S.A team related to Web Servers. Configuring & supporting AirWatch Mobile Device Management Application.

• 

  Bosch Global Software Technologies

  Jun 2016 - Jul 2017

  Software Engineer

  • Install and maintain DevOps Tools for internal clients. (IBM Clearcase, ClearQuest, Jira, Confluence)• Addressing User raised incidents raised by internal clients related to DevOps applications. • Design, Implement and support the AirWatch for Enterprise Infrastructure.• Engage with platform and application Ownership groups to determine appropriate monitoring.• Install and maintain Splunk Enterprise application to ingest data from different sources including systems, devices, interactions, and turn that data into meaningful business outcomes across the organization.• Create and configure custom/ self-healing scripts in Splunk to stabilize the environment. (using Powershell) Show less

• 

  VMware

  Aug 2017 - Feb 2019

  • Work with a global client base and R&D department to understand, develop and implement enterprise mobility and end-user computing solutions.• Review root cause of escalations and work with appropriate resources to ensure continuous improvements of VMware products.• Enable decision makers to address issues and take actions by providing specialized knowledge and experience.• Conduct baselining session in a regular interval for L2 / L3 engineers to identify the knowledge gap.• Develop client-facing documentation and deliver internal training to improve product knowledge.• Work closely with Product Management team to log and validate the feature requests.• Provide subject matter expertise on the implementation, configuration & support of AirWatch and IDM solution Show less • Supported in deploying and troubleshooting on WS1, vIDM, Citrix, and Horizon for production customers• Assisted customers with issues related to SAML, Oauth2, & SCIM• Deliver training sessions on VMware Identity & Access Management.• Managing vIDM and Auth squad to empower our customers to efficiently maintain the solution.• Customer relationship management for large fleet of clients ranging from small local business to multinational top 100 companies.• Setting weekly targets based on current demands and constantly optimizing them for smooth operations.• Provide clear guidance to the team to ensure Support issues are being addressed and resolved in a timely and effective manner.• Hold weekly meeting with team members to review team statistics, and lead discussions in order to improve team efficiency.• Generate daily report for Global Support Managers to assess ticket age and Backlog per Support region.• Manage high and urgent cases, and escalated issues of the team. Show less

  • Subject Matter Expert

    Feb 2018 - Feb 2019

  • Technical Support Engineer (L3)

    Aug 2017 - Feb 2018
• 

  SOTI

  Feb 2019 - now

  • Oversee & assist new hires adjust to life in Professional Services• Approve/Reject new technical project requests submitted by Professional Services Team• Act as a technical point of contact for the APAC region Support team & Pre-Sales team.• Provide Solution Architect expertise to customers.• Demonstrate knowledge and experience outside of just MDM; impact on the customer's business etc.• Act as a designated point of contact on the PS team for a given set of Enterprise Support customers• Develop an understanding of the customers’ business, how mobility is used by their business and their future strategy for mobility• Acting as a point of escalation for a customer who feels that their support cases are not progressing quickly enough or with the appropriate level of skill• Visiting a customers’ site for in-person consultancy as defined in the support agreement• Writing an Annual Business Review providing a thorough breakdown of the Customer’s environment, configuration, and cases raised with recommendations for improvements• Carry out on-site Work Orders anywhere around the world on customer sites as per customer requirements• Carry out remote Work Orders using screen sharing/video conferencing, with flexibility on timing to suit customers’ needs. This could entail working out of hours, from home, or at weekends Show less • Provide subject matter expertise on the implementation, configuration & support of SOTI MobiControl Mobile Device Management Software Solutions to meet project deliverables, which would include activities such as software installation, application configuration, testing and pro-actively troubleshoot and resolve issues that arise during implementation if any.• Hold requirement gathering sessions with clients and provide feedback to the back end software development team to assist in any product fixes, enhancements etc.• Setup and/or carry out large scale software migrations and upgrades.• Assist Support and Pre-Sales teams with technical issues as needed and assist in software quality assurance activities if required including testing and documentation of product issues.• Investigate issues reported by customers and communicate with internal product development teams to resolve product issues.• Undertake Discovery Calls with customers to identify opportunities to effectively leverage SOTI Software across their different business units.• Develop documentation to support the standard implementation and support processes.• Document all Work Orders and Enterprise Support Cases accurately in a timely manner• Train end users on SOTI software in a large number of people, on-site or via phone.Log all testing, troubleshooting, and research done of all known issues, workarounds, and general information to add to the support knowledge base. Show less

  • Principal Technical Account Manager

    May 2023 - now

  • Senior Technical Account Manager

    Nov 2020 - Sept 2023

  • Technical Account Manager

    Feb 2019 - Nov 2020
• 

  Firework

  Sept 2022 - May 2023

  Technical Solutions & Success Manager

  ➜ Mentor, Develop and Train Technical Solutions & Success Specialists➜ Participate in strategic planning sessions to ensure alignment of the global Technical Solutions function with the overall product and business strategies and goals.➜ Assess customers' requirements to propose solutions with our platform/product, communicate the integration process in an easy-to-understand manner directly with our new partners, and oversee the live launch and hand-off to Partnership Success.➜ Be part of the full-cycle sales process by bringing solutions discovery, technical enablement, product deployment assessment, and platform integration expertise.➜ Work closely with the product and engineering teams on product loop feedback to help internal teams strategize, iterate, and prioritize new features and updates.➜ Partner cross-functionally during the pre-and post-sales process to understand technical requirements and translate to scalable integration solutions and support to internal teams (Sales, Product, Engineering, and Partnership Success) as well as with the external customers➜ Continuously create a mapping of manual or automated requirements, tests, dependencies, integration playbooks, and technical documents. Show less