Feb 2015 – Jul 2015 · 5 mos · India

• After spending a non stop decade in the industry, took a six months sabbatical to re-skill and re-boot as a professional.
• Walked away from used to being “on” 24/7 and devoted more time on health and personal well being.
• Saw the industry from a bird's view, spent time reading and understanding the latest on tech.
• Professional planning & preparation for education and skills important for the next decade.

Nov 2014 – Feb 2015 · 3 mos

• Mentored & trained the APAC service desk for mobile technology support.
• Owned mobile outages & incidents & driving services towards resolution while working on parallel workarounds with stakeholders & external vendors.
• Handled the major upgrade from BES 5 to BES 10 helping with architecting new servers, databases & user groups.
• Handled Airwatch Migration from a smaller level of test users to firm-wide implementation.
• “Evaluated” BES 12 for firm wide implementation for devices from all major platforms.

Mar 2014 – Oct 2014 · 7 mos

• Responsible for all aspects of mobile infrastructure on a server, client & device level; including vision, strategy, design, deployment, implementation, administration, support & service.
• Handled MDM solutions such as Airwatch, BlackBerry Enterprise Server & Bloomberg mobile gateways in a complex environment of 15000+ users using a mix of various platforms including iOS, android, windows phone & BlackBerry devices on various carriers in 192 global locations.
• Alpha & Beta testing of mobile infrastructure & applications after implementing & upgrading of MDM solutions such as Airwatch & BES.
• Managed the NEW YORK migration in terms of user support, server administration, manual transitioning, process definitions & carrier negotiations.
• Managed a budget of approximately $1 Million annually for mobile infrastructure & technology needs, including the purchase of equipment, services & third party billable.
• Handled negotiations with key external carriers for services & support related to Mobile Technology.
• Traveled as required for client consultations & service desk training.
• Consulted clients on deploying Bloomberg mobile solutions & integrating them into their MDM environment.
• Worked with stakeholders to forecast for the entire mobile spectrum in terms of manpower, services, budgets & support.
• Managed mobile support staff’s performance & productivity & writing employee evaluations.
• Responsible for hiring & mentoring support staff.

Feb 2014 – Feb 2014 · 0 mo

• Role Change as a Mobile Technology Team Leader.

Nov 2013 – Nov 2013 · 0 mo

• Short Term Internal Bloomberg project.

Sep 2013 – Sep 2013 · 0 mo

• Short Term Internal Bloomberg project.

Jul 2012 – Jul 2012 · 0 mo

• Short Term Internal Bloomberg project.

Oct 2011 – Jan 2014 · 2 yrs 3 mos

• Worked in conjunction with business side in Bloomberg to identify mobile trends & competitive threats across the assigned markets. Also, working with Bloomberg’s R&D developers & QA teams using research, development & engineering practices to generate ideas, design & innovate Bloomberg’s Mobile products & services.
• Designed & developed support processes for the Internal & External service desk.
• Developed & designed support documentation for the Investment Banking clients, internal R&D groups & service desk.
• Demo Bloomberg Mobile solutions to CXO suite clients.
• Handling Level 3 support tickets from service desk & external clients.

Oct 2010 – Sep 2011 · 11 mos

• Responsible for firm wide mobile infrastructure on a server, client & device level; including administration, support & service.
• Handling MDM solutions such as BlackBerry Enterprise Server & Boxtone in a complex environment of 30000+ users with BlackBerry as a major platform.
• Provided Level 3 Escalation support for all user & server level issues globally.
• Round the clock mentoring, managing & supporting a team of 10 level 2 specialist for mobile technology escalations from the service desk.
• Responsible for SEV 1, SEV 2 & SEV 3 level incident management.
• Working with the carriers & external solution providers to keep the business informed & running.
• Periodic testing of BCP plans & DR setups for mobile technology & performing health checks for the critical mobile infrastructure.
• Handled escalated cases for applications for hand-held devices such as Android, iPhone, Blackberry via isolation techniques and log retrieval.

Oct 2008 – Sep 2010 · 1 yr 11 mos

• Part of the global team responsible for supporting mobile computing needs of Goldman Sachs employees globally.
• Part of the major upgrade from BES 4 to BES 5, assisting with upgrading servers, databases & user groups.
• Reviewed the existing security (IT policy) setup for BlackBerry devices & making appropriate changes as required by the business & compliance teams.

Dec 2007 – Oct 2008 · 10 mos

• Handled the service desk team specializing in Mobile support for Palm Treo, Afaria & BlackBerry 4.x servers.
• Identified & renewed, old, inefficient policies & procedures to renovate the support structure.
• Worked with multiple business groups internally to design efficient workflows for the service desk.

Aug 2007 – Nov 2007 · 3 mos

• Member of the service desk team that handled corporate network, wireless, mobile & application support both onsite & remotely via phone & emails.
• Provided L2 technical support for Windows servers, Desktop applications, Microsoft office & Citrix published applications.

Oct 2006 – Aug 2007 · 10 mos · Mohali, Punjab, India

• Provided level 2 technical support to Dell business & consumer segments for North American clients for their day to day technical challenges with Dell products & services.
• Provided second-level support on operational maintenance of Dell personal computers & peripherals using available tools.
• Guided customer troubleshooting efforts to identify products that have customer Issues & issue service calls in accordance with guidelines.
• Sufficiently documented all contacts with customers in designated tools.

Dec 2005 – Oct 2006 · 10 mos · Mohali, Punjab, India

• Organizing Conferences & webinars using WebEx for IDS Clients.
• Compiling Technology specific email & phone campaign lists.

Aug 2005 – Dec 2005 · 4 mos · Mohali, Punjab, India

• Researching email & phone contact information for targeted accounts.
• Identify / Prospect key decision makers at US & international companies for IT services.
• Creating & updating Lead contact information in the CRM system.

May 2004 – Aug 2005 · 1 yr 3 mos · Chandigarh

• Attended first till third semester of BCA (Bachelor's of Computer Applications). Dropped out later to pursue a career in Technology Support. Starting with minor local jobs. Relying completly on self study, research and brain storming with other engineering students.
• Part time freelancer for technical support at local cyber cafes, shops, businesses & colleges.
• Computer Science Mentor for local engineering First Year students.
• Communication skills and English language mentor for financially huble students enrolled with the college.
• C++ mentor for First year students.
• Event organizer for local events in the college.
• SPOC for CYBEX event for Computer Science students at Chandigarh Engineering College.
• Quiz champion.