Company: IBM
Date: 2016-08-04
Overall rating: 5/5
Employment status: former
Experience level: Confirmed

Mobile Wireless Support Specialist
Pros: Executed tasks such as updating and closing incidents, completing changes, addressing and completing service requests, and updating database fields and analyzing customer requests.  Generated customer reports, satisfied nonstandard data, gathered requests, provided analyses and recommendations, and completed root-cause analysis reports (RCA).
•	Handled supervisory responsibilities for global and national customer accounts and served on-call responsibility for all accounts.  Provided standby responsibility for accounts on 24/7 basis.  Analyzed device utilization rates to identify unused devices, which increased utilization by 40%.  
•	Provided Blackberry coverage for all customer accounts. Upgraded accounts from Blackberry to Mobile Device Management. Demonstrated focus on severity issues, change management, business controls/security compliance, and SLA methodology.  Assisted with roll-out server upgrades.
•	Troubleshot server issues, reviewed server logs for analysis of problems, and found root cause of server crashes.  Worked with Vendors for resolutions.  Made recommendations to clients for device and release upgrades to prevent future issues, 90% of which clients scheduled. 
•	Supported MobileIron Portal Enterprise Services; Configured iPads, iPhones and Android wireless devices; Deleted and reassigned devices for new users; performed monthly maintenance on Traveler Servers; performed 2nd level support for iOS and Android devices.  Supported day to day tasks and collaboration while leading team and supporting all team members.
•	Performed team side-by-side coaching and cross-training for all team members.  Developed cross-training materials.  Provides capacity planning solutions.
Cons: No Cons selected for this position