Swathi KS

• Provided technical support and customer service, efficiently resolving issues via calls and emails. • Handled escalation calls and cases, ensuring resolution at my desk without further escalation. • Managed installation, administration, and troubleshooting of broadband networks. • Diagnosed and resolved network configuration, firewall, and DNS-related issues. • Worked with cross-functional teams to streamline issue resolution and meet performance targets. • Led a training program that improved team troubleshooting efficiency by 20-30%, reducing escalated tickets. • Continuously identified process improvements, enhancing systems and workflows for a better customer experience.

• Provided L1 & L2 technical support for system and desktop applications, ensuring timely resolution and minimal user disruption. • Managed data migration (Windows to Windows), software updates, and software installations to maintain system efficiency. • Served as SME for MobileIron and Workspace ONE (AirWatch), leading MDM operations and acting as a key escalation point. • Managed 20K+ Android & iOS devices across BYOD & COD environments, ensuring secure, policy-compliant, and consistent user experiences. • Led device enrollment using agent-based, agentless, and QR-based methods, and configured profiles for Wi-Fi, VPN, Email, and Certificates. • Troubleshot mail delivery, credential issues, and MDM-related problems, improving device compliance. • Took ownership of Customer Experience (CX) by proactively resolving end-user issues, and improving service quality. • Coordinated with external vendors via Tangoe for device procurement, lifecycle tracking, and telecom service escalations. • Delivered training sessions to new team members, accelerating skill development and support consistency. • Utilized ServiceNow for incident and problem management, contributing to reduced ticket backlog and enhanced user support metrics. • Developed working knowledge of Microsoft Intune for endpoint management. • Strong communicator with fast learning ability and adaptability.