The document summarizes the responsibilities of a mobile device manager, which include deploying and supporting around 2,500 mobile devices across multiple divisions of a business. Key responsibilities involve application deployment, software and hardware support, troubleshooting issues, and generating reports. The manager is currently involved in a project to replace 1,100 older devices with new Android devices, including assisting with development, deploying 100 devices per week, and providing hypercare support.

1. Currently I am one of the mobile device managers for the PHS Group.
My primary responsibilities and roles include:
- Development, management & support of around 2,500 devices, including windows
ce, Windows mobile, Android & iOS.
- Application and software deployment
- Application and software support
- Front line telephone and email support for the mobile work force and administrators.
- Service access requests and hardware requests.
- Project management
- Management & upgrade of our SOTI servers
- Report generation and analysis
At this time I currently support around 2,500 mobiles devices and users spanning over
5 different divisions of the business, each of which running their own differing
versions of software. My support spans through initial development of the software
profile on the devices using SOTI Mobi Control, deployment of devices out to the
users, right through to support analysis and trouble shooting of issues on the device
and analysis of issues that arise when data comes back into our systems. For the
majority of my work, I use SOTI Mobi Control to manage and support the devices
themselves, by remoting onto devices for user assistance, troubleshooting and
training.
My high level responsibilities include deploying applications to devices and creating a
kiosk style home screen for the devices. To do this I amend a CSS template to create
the desired home screen then use the built in management suit within SOTI to deploy
the apps to each device. I also manage who is able to SOTI in order to remote control
and manage the devices.
My key responsibility is to provide high quality support for any issues that arise and
minimise business down time as much as possible by trying to fix any issues with an
SLA of 24 hours. My oral communication skills include liasing with customers about
any issues they may have and giving appropriate and timely guidance. I ensure I give
clear instructions and that any further queries are followed up through emails and
telephone conversations. My written communication skills include report writing for
different members of departmental teams and producing data and invoices on short
notice if needs be. I speak with customers on a daily basis via telephone and I
encourage them to email me if they have any queries or need any help.
Over time, our business & legislation has had to change and it is my responsibility to
make sure when a new application or piece of software that has been developed to
comply with legislative changes, that the application in questions gets deployed to
every user as quick as possible. For example, a recent piece of legislation was
introduced dictating that every organisation has to prove that we are paying our
workers the national minimum wage. Therefore, our IT department created a mobile
application that calculates a users working hours which reports back to the office to
work out if they are being paid correctly. It was my responsibility to deploy that piece
of software to each user, which I successfully done so within just 1 week of the
application being deployed.

2. I also use programmes such as Power Shell, MS SQL and active directory to manage
and support users and to resolve any tickets that come into the service desk.
For example I use power shell to manage user accounts on mass, such as resetting
user passwords and moving users between different groups and domains in active
directory. I also use SQL to resolve issues with jobs that come back in from the
mobile devices, such as if a job has not completed down correctly on the system I
would use SQL to query our database to find out why it hasn't completed yet.
Currently the PHS group is going through a major project of swapping out 1,100 of
our old legacy windows ce devices for new android PDA's, therefore a large
proportion of my time is supporting the business changes and improvement initiatives
by being highly involved in that project and management of the key tasks involved
with getting those new devices working perfectly. As mobility is my area of expertise
I assist with the development of the new systems and devices going live, by providing
my knowledge and advice on what devices would work best, what software the
devices should be running, how they should be deployed to the business and the
publishing and creating of "How To" training manuals for the end users. As part of
this project we provide a hypercare level of support, being ready at all times to
respond to any issues that arise during the deployment of the new systems and
prioritising those issues so there is as little downtime as possible, whilst still being
able to support the rest of the business. Currently I am helping to deploy 100 devices
a week across the whole of the UK.
As part of this new project we are trying to help the users help themselves by creating
"how to" and troubleshooting guides that cover a wide range of potential issues they
may face while out in the field. Ensuring that these documents are up to date and
readily available online and on the devices.
Due to our vigorous testing of the system and creation of training manuals we only
encountered roughly 50 incidents that had arisen during the first 3 weeks of these
devices going live. Majority of which were genuine technical issues that could only be
resolved by the IT department and that could not have been predicted during testing.
From this we have now been able to make sure that the following deployments go
even smoother and we predict to receive even less tickets into the department.
It is also my responsibility to monitor and maintain server performance. Every
morning we run a series of checks to make sure that nothing has failed during the
night and that everything is up and running for the coming day. I also manage any
upgrades to the SOTI management services on 2 internal servers.
I also work closely with a range of 3rd party suppliers, such as IBM, syntech, SOTI
and Panasonic, where we work together to Develop and maintain a high standard of
support for the business.
Using SOTI mobi control we generate weekly and monthly reports. Our weekly
reports are used to monitor how many devices are currently connected to our servers
and to make sure that there are no duplications in devices or users that could be using
our licences, and to monitor if any devices have been offline for a prolonged period of
time and if so attempt to track down that device and user and find out why their
device has not checked in for some time.

3. Our monthly reports are used to get as close to an accurate number of devices that are
out in the field for each division in order to recharge the business for the devices and
our support.
As we support many users all over the country it is also my responsibility to travel to
various offices all over the UK to provide hands on technical support.
At the same time I still provide the front line support, not only for the new systems
currently being deployed but for all legacy devices, via inbound telephone calls,
emails and tickets raised on our internal IT portal. As part of this role I have created a
number of documents of the most common and complicated issues that can arise,
along with user friendly, step by step guides on how to resolve each issue. These
guides are then shared among, and are readily available, to the IT service desk
analysts to assist in the support of the mobile devices if I am not available.
I have a lot of autonomy with my role and therefore am able to work under minimum
supervision whilst working flexibly to meet the ever changing demands in my role. I
am also able to work as part of a team and enjoy supporting my colleagues.
The other qualities that make me perfect for this role include:
- I have excellent IT skills and am able to use Microsoft office packages and have a
very good knowledge within MS Office suites especially Microsoft excel.
- Excellent customer service skills. The majority of my job roles over the past 8 years
have been customer facing.
- Throughout my professional career I have worked in wide range of teams, being part
of teams of 20+ people in size, all the way down to currently just working in a team of
2 people whereby half of the day I work alone due to our overlapping shift patterns.
I enjoy learning and am committed to continuing professional development. My
excellent customer service and interpersonal skills allow me to have a good rapport
with individuals. My work ethos is anti-discriminatory and I am familiar with the
principles of confidentiality and data protection.