Sahil Sharma

•Assess client endpoint management needs and design tailored solutions using Microsoft Intune,MDM and UEM solutions.

•Develop and propose configurations for device management, policy enforcement, and application deployment.

•Conduct live demos and presentations to showcase Microsoft Intune’s features and benefits.

•Manage As-built to validate solutions, including setup, configuration, and evaluation with clients.

•Work with sales and technical teams to align solutions with client requirements and ensure successful implementation.

• Provide training and support to clients and internal teams on Microsoft Intune functionalities.

•Stay updated on industry trends and Microsoft Intune advancements to offer relevant solutions.

Developed and implemented Microsoft Azure and Microsoft end point manager cloud solutions to support customer requirements.

•Produced monthly reports summarizing key performance indicators in MS intune ,Telstra MDM portal and JAMF UEM solution device compliance,device configuration group and shared the data with billing and direct account managers

• Conducting 6 onboarding and 3 offboarding of employees using Employment Hero HR System
• Worked on more than 40 IT support tickets per week related to configuration and troubleshooting of Windows and OS devices,Intune and MDM configurations and policies
• Attended various group meetings regarding new developments in the software
• Developed and maintained detailed documentation and reports that improved issue resolution times by 20% and provided actionable insights for continuous improvement.
• Managed and resolved incidents efficiently, achieving a 90% customer satisfaction rating for support services and enhancing overall user experience.

• Coordinated with Level 1 technical support specialists to take over calls outside their level of support.
• Resolved 95% of Intune-related issues within the first 24 hours, reducing downtime and increasing client productivity by 15%.
• Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket.
• Developed and conducted training programs for over 30+users, which led to a 50% reduction in user errors and a 40% decrease in support requests related to Intune
• Shared and managed reports and tickets in Atlassian tools Configure enterprise exchange account administration
• Managed high-priority incidents and resolved critical issues swiftly, contributing to a 95% client satisfaction rating and maintaining high service levels.
• Designed test plans, scenarios, scripts, cases, and results matrices to validate system functionality.

• Was working for the client Fines Victoria - A Victorian govt initiative
• Organized meetings and appointments with regional companies to promote client safety.
• Reviewed sales performance for sales division and generated key reports for weekly, monthly, and quarterly meetings.

• Lead by example- on floor selling and resolving customer issues
• Trained new employees on product and process ensuring that they keep up with highest standard of product knowledge

• Created documentation on procedures related to implementation, maintenance and troubleshooting of Microsoft products.
• Provided technical support to customers utilizing Microsoft products such as Microsoft endpoint manager, configuring the devices including ios and android