Monu Malhotra

Experience

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  Johnkeels BPO

  Aug 2014 - Dec 2015

  Help Desk Technician
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  Cyber Voice Solutions

  Aug 2017 - Jun 2021

  IT Support Technician

  Assisted the Service Desk team in managing support requests and providing technical assistance to users.Conducted initial troubleshooting of hardware and software issues, escalating complex problems to senior team members as necessary.Assisted in user account management, including creating and modifying user accounts, permissions, and access rights.Contributed to the development and enhancement of the organization's knowledge base by documenting frequently encountered issues and resolutions. Show less

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  Concentrix

  Jun 2021 - Mar 2023

  Support Engineer

  Provide expert-level technical support and guidance to enterprise clients for Microsoft Intune, focusing on device management, configuration, and security.Collaborate with customers, understanding their business requirements, and providing tailored Intune solutions to meet their specific needs.Resolve complex issues related to Intune implementation, application deployments, compliance policies, and conditional access, ensuring high-quality service delivery.Perform in-depth troubleshooting and analysis of Intune-related problems, utilizing diagnostic tools, logs, and PowerShell scripting to identify root causes and implement effective resolutions.Proactively identify and mitigate potential risks and issues in Intune environments, providing recommendations for improvements and optimizations.Act as a technical escalation point for Intune-related challenges, working closely with internal and external teams to drive prompt and satisfactory issue resolution. Show less

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  HCL Tech

  Mar 2023 - now

  Senior Engineer

  Intune Administration for Eurofins Scientific Project:Client: Eurofins ScientificScope: Provide second-level support and expertise for Microsoft Endpoint Manager environments across 7 Intune tenants, managing over 50,000 Pulse devices.Key Responsibilities:Technical Support -Assist with complex technical issues and escalations from L1 support teams.Utilize ServiceNow for Problem Management, Change Management, Incident Management, and Request Management.Windows Device Management: -Troubleshoot and resolve advanced configuration, compliance, and deployment challenges within Intune.Ensure efficient and secure device management.Monitor device compliance and take necessary actions using RepIT and Snow Agent.Provide Standard Operating Procedures (SOP) to the service desk for further action.Device Vulnerability Management: -Utilize Qualys solutions for device vulnerability management.Application Management: -Perform application updates and new application deployments.Manage Microsoft 365 Apps.Collaboration and Design: -Collaborate with IT architects and infrastructure teams to design and implement Intune solutions.Tailor policies, profiles, and application deployments to clients' specific needs.Manage printers on-site using the SaaS service PrinterLogic.Intune Platform Maintenance: -Perform maintenance tasks including patch management, updates, and configuration changes.Monitor device health to enhance functionality and security.Knowledge Sharing: -Contribute to knowledge sharing by documenting best practices, troubleshooting steps, and standard operating procedures for Intune environments. Show less