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HD Off1C14L

@hdoff1c14l

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Technical Support Engineer at SOTI who resolved 630+ support cases with a 4.94 CSAT score and zero escalations.

India

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What I'm looking for

I’m seeking to apply my experience in incident management, troubleshooting, and customer support to help resolve complex technical issues and deliver a strong customer experience.

At SOTI, I troubleshoot SOTI MobiControl issues across Android Enterprise and iOS, including enrollment failures, policy deployment errors, and authentication problems. I use log analysis, SQL queries, and Azure AD diagnostics to investigate cases.

I’ve resolved more than 630 support cases across standard, premium, and enterprise tiers, earning a 4.94 CSAT score and maintaining zero escalations. I was recognized as a Top Performer for two consecutive quarters.

I test MobiControl REST API endpoints with Postman and Swagger to validate responses and isolate failing calls. When I find recurring failures, I document root causes and reproduction steps for Engineering.

I keep detailed case records in Salesforce and explain technical issues to customers and internal teams. After being promoted from Associate to Analyst, I also took on mentoring newer team members.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Engineer Level 1

Current

SOTI Inc.

Jul 2023 - Present (3 years 3 months)

Troubleshoots SOTI MobiControl issues across Android Enterprise and iOS environments, including device enrollment failures, policy deployment errors, and authentication issues. Earned Top Performer recognition for two consecutive quarters by closing 630+ cases with a 4.94 CSAT and zero escalations.