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Munisha Mahajan

@munishamahajan

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Technical Support Specialist delivering faster device enrollment fixes and scalable network/IT troubleshooting.

India

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What I'm looking for

I’m looking for a role where I can own complex troubleshooting, run triages, and improve response times. I want to support device/IT and collaborate with teams, train engineers, and handle escalations in a fast-paced environment.

I’m a Technical Support Specialist with a strong focus on troubleshooting, issue coordination, and improving device and IT support workflows. At SOTI, I work with SOTI Mobicontrol (MDM) across Android, iOS, and Windows—fixing device enrollment, profile, policies, package, reports, and remote/search issues.

I resolve 50+ device enrollment and profile issues monthly, cut device enrollment issue response time by 30%, and reduce resolution time by 20%. I also perform cloud upgrades on Azure servers, troubleshoot networking-related problems, handle escalated cases, and run triages & huddles to address trending issues.

Previously, as a Senior Technical Advisor at Concentrix, I led cloud service projects for Microsoft Premier clients, improved office support response by 25%, and performed root cause analysis for recurring Office 2013/2016/2019 issues (installation, activation/subscription, configuration, and crash/hang problems). Earlier roles in network planning and operations—including British Telecom, Ericsson India, and Airtel—strengthened my structured problem-solving and end-to-end support mindset.

Experience

Work history, roles, and key accomplishments

Senior Technical Advisor

Concentrix

Oct 2019 - Jun 2022 (2 years 8 months)

Led cloud service support projects for Microsoft Premier clients, improving office support response by 25%. Managed critical escalations and performed root-cause analysis to resolve recurring Office 2013/2016/2019 issues, including license/activation, installation/configuration, and crash/hang remediation.

Microsoft Premier Support Cloud Support Root Cause Analysis Windows Troubleshooting License Activation & Subscription Office Installation Configuration

Network Planning & Design Engineer

British Telecom

Sep 2016 - Oct 2019 (3 years 1 month)

Delivered network capacity upgrades with 98%+ KPI compliance for 3 consecutive years while designing transmission networks in line with NTP-3. Planned and upgraded Ethernet hubs and LTE/non-LTE connectivity using FE/GE and microwave link design (Tellabs switches, IQ Link) to meet site forecasts and mitigate risks.

Network Planning Transmission Line Design Ethernet Microwave Link Design Link Budget Analysis Tellabs 8605 8660

Associate Network Records

British Telecom

Jan 2016 - Sep 2016 (8 months)

Provided 24/7 network records operations for BT’s UK telecom mapping, validating copper and fiber circuit details to protect customer/ISP connectivity. Resolved tickets within SLA via escalations, mobility troubleshooting, and coordination with vendors and field engineers across copper/complex copper and FTTP/FTTC/FTTH/FTTX/DSLAM environments.

Copper & Fiber Circuit Validation FTTP 24 7 NOC Support Vendor coordination UK Telecom Operations Circuit Detail Checks

Network Operations Consultant

Ericsson India Pvt Ltd

Mar 2014 - Dec 2015 (1 year 9 months)

Operated and maintained 3G mobile data networks in a NOC environment, monitoring alarms, raising tickets, running health checks, and coordinating bridge calls. Supported intelligent network operations for 23 BHARTI prepaid circles, handling first-level fault management and incident categorization using Netcool, Remedy, and OSS tooling.

NOC Alarm Monitoring Network Operations Remedy OSS OT Support Tools

Technical Specialist L2

SOTI

Resolved 50+ device enrollment/profile issues monthly in SOTI Mobicontrol, improving overall device management efficiency. Reduced device enrollment response time by 30% and resolution time by 20% through advanced troubleshooting, Azure cloud upgrades, and support for L1 engineers; built a remote training program that onboarded junior resources in 4 weeks.

Android Enterprise Device Management Device Enrollment Profiles Cloud Upgrades Network Troubleshooting Remote Triage & Escalation L1 Engineer Enablement

Education

Degrees, certifications, and relevant coursework

PTU Ferozepur College of Engineering and Technology

Bachelor of Technology (B.Tech), Electronics and Communication Engineering

2010 - 2014

Grade: 78.12%

Activities and societies: Academic project: Car Parking Counter Using 8051 Microcontroller.

B.Tech in Electronics and Communication Engineering at PTU Ferozepur College of Engineering and Technology. Achieved 78.12% and completed a project using an 8051 microcontroller.

Shri Ram Ashram, Amritsar

Senior Secondary Certificate, Senior Secondary (CBSE)

Grade: 73.2%

Completed the All India Senior Secondary School Examination under CBSE board from Shri Ram Ashram, Amritsar.

Model Study High School, Amritsar

Secondary School Certificate, Secondary (ICSE)

Grade: 82.8%

Completed the All India Secondary School Examination under ICSE board from Model Study High School, Amritsar.

CDAC, Mohali

Embedded Systems Training (6 weeks), Embedded Systems

Completed a 6-week training in Embedded Systems at CDAC, Mohali. Worked on Atmel 8051 microcontroller and used Keil Simulator, including interfacing with an LCD using Assembly language.