SI RSS RAM OPS SV (SAP Portfolio Product Management)

Summary

An experienced IT support professional with expertise in troubleshooting, network systems, and enterprise software management. Currently working in a product management support role focused on mobile and field service applications. Demonstrates strong capability across customer service, system administration, and IT operations with a track record spanning multiple industries.

Experience areas

1. SAP Portfolio Product Management Support

   • Troubleshoot and resolve faults/errors for mobile service applications across Android and web platforms
   • Onboard field technicians and service coordinators for field service app deployments
   • Configure multi-factor authentication systems and manage system hypercare activities
   • Develop user enablement resources and lead community engagement initiatives

2. Remote Operations Support

   • Recover and manage [redacted] account systems
   • Troubleshoot virtualized workspace and VDI connectivity issues
   • Manage Active Directory user provisioning and access management
   • Configure multi-factor authentication and VPN security protocols

3. Remote Customer Service Support

   • Provide multi-channel customer support via phone and email
   • Troubleshoot mobile device management and authentication issues
   • Resolve virtualized environment login problems using ticketing systems

4. Migration Technician & Customer Service

   • Configure and deploy laptop/desktop equipment for end users
   • Execute large-scale operating system migrations using remote tools
   • Support international clients across multiple regions and time zones
   • Install and configure post-build software deployment packages

5. Service Desk Operations & Customer Service

   • Manage user access provisioning and security compliance for enterprise applications
   • Support Active Directory and Office 365 administration across user lifecycle
   • Triage, categorize, and route IT incidents to appropriate support teams
   • Identify trends and contribute to documentation and knowledge management

6. Help Desk Operations

   • Support multi-platform environments including Windows, Linux, and Chrome OS
   • Troubleshoot hardware, software, and network connectivity issues
   • Manage work order creation and customer communication
   • Execute daily scheduling and visitor management functions

7. Help Desk Operations ([redacted] Services)

   • Audit and manage international hardware shipments and logistics
   • Perform secure data destruction using [redacted]-standard software and procedures
   • Maintain inventory systems and manage vendor quality assurance
   • Support product qualification and testing processes for hardware releases

8. Operations Support

   • Supported operational functions in [redacted] services environment

9. iPhone Technician

   • Assemble and repair mobile devices in regulated manufacturing environment
   • Reset operating systems and unlock devices for repair and diagnostics
   • Manage battery testing and safe disposal procedures
   • Deliver customer service in compliance-focused setting

Skills