Priyanka Jain
Tarneit,Australia
Summary
Experienced Technical Lead, Infrastructure Engineer, and Scrum Master with over 13 years of experience. Currently leading a team of four in technical leadership. Proven expertise in the Microsoft stack, including Azure, along with extensive experience in MDM management using Intune and SCCM (JAMF proficiency a bonus). Known for excellent documentation and communication skills. Previously excelled in Mobile Device Management, providing enterprise-level support and managing applications/desktops. Proficient in Microsoft Intune, VMware Workspace One, Blackberry Dynamics, UEM, and various Windows products.
Overview
14
14
years of professional experience
Work History
IT Tech Lead Victoria
Integral Diagnostics (IDX)
Melbourne
06.2023 - 03.2024
- Oversee Incident and Change management processes to ensure timely resolution and effective handling of desktop support incidents and escalated issues
- Support project activities and drive proactive process improvement initiatives to enhance system maintenance and support functions
- Engage stakeholders, interact with customers, manage vendor relations, and educate staff on system capabilities to facilitate effective communication and education
- Ensure high-quality service delivery, achieve customer satisfaction, and maintain compliance with relevant laws, regulations, company policies, and procedures
- Lead a team of four individuals, providing guidance and support, and generate monthly reports on various KPIs and SLAs to monitor operational efficiency and drive continuous improvement efforts.
Scrum Master
JP Morgan Chase
Hyderabad
08.2018 - 03.2023
- Facilitate daily scrum meetings, sprint reviews, and sprint retrospectives
- Coached team members on Agile methodology and facilitated process improvements
- Managed sprint backlog and user stories
- Coordinated with stakeholders to define project scope and timelines
- Monitored project progress and identified and addressed issues as they arose
- Worked with development team to ensure timely and accurate delivery of features
- Utilized JIRA to manage project tasks and workflows, resulting in a 15% increase in project efficiency
- Created and maintained project documentation using Confluence, ensuring all team members had access to up-to-date information.
Technical Team Lead
JP Morgan Chase
Hyderabad
08.2018 - 05.2022
- Manage, administer and configure mobile devices for enterprise users via Office365, Intune Standalone, Hybrid with VMware Workspace One, and Azure Active Directory environments
- Provide support to clients in administering deployment of policies (configuration and compliance) to company owned/user owned mobile devices
- Ensure that the team caters to each support request as per Service Level Agreement and to the highest possible customer satisfaction by setting the right expectations and fulfilling the commitments
- Manage Blackberry UEM servers like Proxy, Control and BEMS; VMware Workspace One AirWatch OnPrem infrastructure; and devices and applications and Samsung Knox and Apple DEP
- Plan/build server required for building solutions in the environment, perform changes in the existing setup through ServiceNow, manage in-house JPMC apps though the internal Appstore, create knowledge base articles for help desk and end-users/customers, and manage PROD, UAT, and DEV infrastructure
- Experience working with security teams to plan and implement security/device/application management policies
- Plan and perform upgrade of servers and monitor certificate renewals.
Senior Software Engineer
TATA Consultancy Services
Hyderabad
03.2018 - 07.2018
- Worked as an Escalation Engineer for Level 3 Engineers
- Led team of five Engineers
- Created knowledge base articles for the critical cases we resolved and trained newly hired engineers on AirWatch Infrastructure.
Senior Technical Support Engineer (AirWatch)
VMware Software India Pvt. Lmt.
Bengaluru
06.2015 - 07.2017
- Solved high-level (L2) issues on Mobile Device management, Mobile Email management, Mobile Application management
- Mentored a team of support professionals & equipped them with practical knowledge and experience
- Provided support & trouble-shooting bugs & issues faced by AirWatch Production and Enterprise users worldwide
- Resolved High Incident Issues that directly impact customer's production
- Assisted throughout the life cycle of AirWatch products in technical terms including pre-sale support, implementation and post-sales support
- Worked closely with L3 to identify known issues & innovate permanent solutions for such issues
- Guided the installation and maintenance of Windows/Linux servers and AirWatch product components
- Working with PMs and Developers on new requirements raised by the customers
- Coaching junior consultants technically through formal training and ad-hoc sessions.
Technical Support Engineer L2 (Remote Desktop Manager)
Hewlett Packard (HP) Global Soft India Pvt. Ltd.
Bengaluru
01.2014 - 05.2015
- Provided direct technical support to customers on the installation, usage, or maintenance of company products to ensure that the system is functioning according to specifications
- Served as the escalation point of contact for the knowledge base and external Level 2 certified customers
- Responded to customer inquiries concerning system software and applications
- Provided immediate customer assistance for emergencies and urgent fixes as defined in service definition
- Created temporary workaround for immediate customer issues where appropriate
- Escalated Level 3 customer issues unresolved at Level 2 by packaging, with concise description, actions, and traces required for escalation of bugs and/or request for assistance
- Following up on customer issues until completion, ensuring resolution and customer satisfaction
- Assisted in creating technical documents, and training materials
- Provided work direction, problem resolution, and training to other technical support personnel
- Participating in company work groups that planned the direction of Customer Support work processes and procedures
- Participating in customer and company focus groups and assuming additional responsibilities as required.
Technical Support Engineer L1
Hewlett Packard (HP) Global Soft India Pvt. Ltd.
Bengaluru
07.2011 - 12.2013
- Worked on both hardware and software related problems
- Tested, maintained, and monitored computer programs and systems, and coordinated the installation of these programs and systems
- Provided staff and users with assistance to solve computer-related problems, such as malfunctions and program issues
- Read manuals, periodicals, and technical reports to learn how to develop programs that meet staff and user requirements
- Determined computer software or hardware needed to set up or alter system.
Embedded Support Engineer
Sigma Solutions Pvt. Ltd.
Hyderabad
11.2010 - 05.2011
- Provide post-sale support to various embedded devices (products) owned by the company
- Troubleshoot basic irregularities in these products
- Develop Technical Content & Manuals for in-house products
- Reproduced results from databases according to customer needs
- Designed & implemented various electronic boards.
Embedded Trainee Intern
Sigma Solutions Pvt. Ltd.
Hyderabad
06.2010 - 10.2010
- Learn and understand the basics of embedded systems
- Assist with the development of embedded systems
- Collaborate with cross-functional teams
- Conduct research on the latest embedded technologies, identify new trends, and contribute to the development of new concepts and ideas
- Learn and adhere to coding standards.
Education
Bachelor of Engineering -
RGPV University
01.2010
12th (CBSE) -
Kendria Vidyalaya
01.2006
10th (CBSE) -
Army School
01.2004
Skills
- Technical problem solving
- Test-driven development
- Microservices Architecture
- Security best practices
- Process Improvement
- Teamwork and Collaboration
- Creative and Innovative
- Customer-Oriented
- Software Development Tools: JIRA, Confluence
- Cross-Functional Teamwork
- JIRA
- Hardware and software installation
Languages
English
Hindi
Currentcity
Tarneit, VIC, Melbourne
Professionalsynopsis
Microsoft Intune, VMware Workspace One, BlackBerry EMM, Windows, Other Technical Skills MS Office, SQL, Active Directory, Exchange, Content Writing, Expertise in resolving Critical Incident Issues, Escalation Manager for APAC Region. Managing Knowledge Base for inhouse Support staff and customers., Conducted innumerable Trainings to coach junior consultants, and peers., Repeatedly achieved 'Top/Star Performer' in the team and in the Line of Business as well., Six Sigma Green Belt Certified, Certified Scrum Master, AirWatch Certified - Enterprise Mobility Expert & Professional, BlackBerry Dynamics and BEMS, Embedded Systems Engineer, ITIL Certified
Personal Information
Nationality: Indian
Timeline
IT Tech Lead Victoria
Integral Diagnostics (IDX)
06.2023 - 03.2024
Scrum Master
JP Morgan Chase
08.2018 - 03.2023
Technical Team Lead
JP Morgan Chase
08.2018 - 05.2022
Senior Software Engineer
TATA Consultancy Services
03.2018 - 07.2018
Senior Technical Support Engineer (AirWatch)
VMware Software India Pvt. Lmt.
06.2015 - 07.2017
Technical Support Engineer L2 (Remote Desktop Manager)
Hewlett Packard (HP) Global Soft India Pvt. Ltd.
01.2014 - 05.2015
Technical Support Engineer L1
Hewlett Packard (HP) Global Soft India Pvt. Ltd.
07.2011 - 12.2013
Embedded Support Engineer
Sigma Solutions Pvt. Ltd.
11.2010 - 05.2011
Embedded Trainee Intern
Sigma Solutions Pvt. Ltd.
06.2010 - 10.2010
Bachelor of Engineering -
RGPV University
12th (CBSE) -
Kendria Vidyalaya
10th (CBSE) -
Army School