Abhishek Singh

Experience

1. Senior Technical Support Specialist

   SOTI

   Apr 2023 — Present · Gurugram, IN

   Providing support in MDM/EMM solutions on SOTI products to the global end customer. • SOTI (MobiControl, Xsight, Snap, one platform, Assist, Connect, Identity- unified security, Central). • Handling of cloud and on-premise Servers. • Worked on Active Directory, DNS, DHCP, Group Policy, IIS, ADCS, Office 365 Exchange, Security and Compliance Center, Exchange Online Protection, On-Premise to Office 365 Migration, New Tenant Creation, Mail Flow, Spam/Malware Protection, PowerShell & legacy scripting, Azure & AWS Cloud Administration & SQL database management. • Handling of cloud alerts in the CMS portal. • Network issues Diagnostic & product-based infrastructure setup. • Case creation and tracking: Used Salesforce for easy creation and tracking of customer cases.When a customer reaches out with an issue or inquiry, cases are created in Salesforce to capture all relevant information. • Case assignment and escalation: Used Salesforce to enable efficient case assignment and escalation workflows. • Knowledge base and self-service options: Used Salesforce to build a comprehensive knowledge base of frequently asked questions, known issues & solutions. • Provided a concise and descriptive title for the bugs reported by customers to the internal developers on JIRA.

Education

• Great Learning

  Postgraduate in Cloud computing , Computer/Information Technology Administration and Management

• Frankfinn Avaiation services

  Diploma of Education, Aviation,Hospitality and Travel management

• Indira Gandhi National Open University

  Bachelor's degree

  2016 — 2018