Bala Guru

Sme @IBM

Bangalore, IN

Leading a team.• Providing Level3 support and implementation for Microsoft Intune, VMware Workspace One, BES UEM Server for overseas clients• Administering, supporting, and Integrating Mobile Device Management infrastructure in the enterprise.• Troubleshooting MDM related issues (server specific as well as End-user device issues).• Resolving escalations tickets from the team member and handle client support requests as well as take ownership of product issues and ensuring closure of achieved.• In the case of the new project, I take responsibility for getting the complete KT from the Client and delegate the process to my team.• Responsible for reporting the status with alarms, explanations, and solutions.(Monitoring server alerts (SCOM & IMON) and performing RCA).•Monitor and track incidents and troubles in the ticketing system by supporting the incident and problem management process. Also recognizing high priority tickets and act within the expected response time.•Performing weekly Housekeeping activities and escalate issues promptly to the reporting manager.Perform daily health checks on the MDM server systems and take corrective and preventive actions as appropriate.•Mentor fellow team members on the tools and technologies.•Coordinating with Regional IT’s to drive local and worldwide IT projects and initiatives. Drive Communication and priority within the business and global teams to ensure consistency across organizations.•Creating an internal Knowledge Base article for New products.•Providing training to new hires.

Yadava College of Education

Bachelor of Science (BSc)

Madurai Kamraj University, Madurai

PG - MSC(CS&IT)