SUMMARY

• Over 9 years of IT experience as System Analyst and Technical Analyst
• Maintain and support software & hardware for Windows 2003/XP/ Win 7
• Expertise to manage and support a large SCCM infrastructure.
• Excellent troubleshooting skills on SCCM
• Expertise in Migration of environment to newer Operating System
• Provide infrastructure solutions.
• Participated in planning and implementing Security compliance
• Experience in Incident and Change Management.
• Excellent system troubleshooting skills, result - oriented, task driven, motivated systems analyst with strong technical background.
• Expertise in handling Software issues and quick co-ordination with vendors to fix issues.
• Strong foundation in Corporate, Health and Financial domains.

TECHNICAL SKILLS

Operating Systems: Windows 2000, 2003, XP, Win 7

Tools: Distribution Point Manager, SD Tool, Client Health Tool, SCCM Console, MDTUnicenter CA/GSD R12 & R6, ARS.

Virtualization Technologies: Basic Knowledge on VMware

Databases: MS SQL 2005.

Scripting: Basic Power shell and VB Script

Web technologies: IIS 6.0, XML, ASP, .NET

PROFESSIONAL EXPERIENCE

Confidential

Senior Technical Analyst - Release Management

Responsibilities:

• Estate Management using SCCM.
• Testing and deployment of Security Patches and updates using SCCM
• Maintain security compliance on workstations and servers with respect to OS security patches, applications etc.
• Creating and evaluating pilot testing population samples based on the different business entities, evaluating the risk of impact on the population based on the pilot entities.
• Planning and Scheduling the SCCM deployments assuring the necessary Change Approvals are put in place prior to deployments and ensuring contingency/rollbacks are planned.
• Certify and Document Application Level testing prior to Business UAT and Sign-off.
• Operational Analysis of software performance and reporting to appropriate teams.
• Automation of infrastructure deployment and testing software functionality.
• Furnish technical know-how and inferences to the CAB (Change Advisory Board) on tests done on the upgrades and deployments, impact and back-out plan in the case of the deployment failure or roll-back
• Working on Incidents/Problem records raised due to implementation of the changes.
• Testing fixes and documenting any anomalies for further escalations to the concerned support teams.
• Creating Advertisement/Collections/Packages within an SCCM 2007 environment to cater software deployment.
• Troubleshooting Operating System Deployment and SCCM Clients Issues
• Provide 3rd line support for in-house developed applications and IT Tools.
• Experience in supporting and troubleshooting of Active Directory, Group policies and SCCM issues
• Setup Group policies to implement Security and deploy Software as necessary.

Confidential

Senior Analyst

Responsibilities:

• Migrated the 2nd level support process from UK to India GSC, Kolkata .
• Played a key role in the migration planning to implementation phase and creation of OMD Operational Migration Document and ITUR IT user requirement .
• Provide 2nd level support on desktop infrastructure and business application systems to Confidential users in head offices within Confidential Bank Plc., which majorly include handling Incidents Escalated by the first level majorly on the following:
• Infrastructure Support on the Following Platforms -
• MS Windows XP SP3 & Windows 7 | SafecomPrinters | HP Standard Desktops and Thin Client Desktops | Matrox Dual Displays
• Remote Infrastructure Support on the Following Platforms - Citrix Metaframe Applications | Blackberry | Cisco VPN | RSA SecurID Authentication
• Investment Banking Application Support on the Following Platforms - MS Office 2010/2013 | Adobe Professional and Standard | IBM Lotus Notes 8.5.2 Client | IBM Sametime 8.5 Messaging | IBM iAccess and Pcomm |
• Quick response to the problems to meet the SLA and troubleshoot day to day issues.
• Create and manage User Accounts and Groups, in AD. Provide access to Share drives and Applications as requested by the users.
• Interact with various IT Infrastructure support teams and application development teams in order to ensure issues on any level were channeled appropriately.
• Handle Technical & Process related escalations.
• Co-ordinate with Vendors for Hardware and Software procurement
• Ensuring all KPIs are met.
• Delivery of the committed SLA and OLA in the agreement with the business and meeting expectation on service quality.
• Implemented Continuous Quality Improvement CQI measures within the teams to improve on the quality aspect of resolving incidents.
• Maintain and update Knowledge base (KB) meant for IT Staff.
• Weekly review of team performance & plan for improvements
• Working closely with IT Service Desk to Increase the % of First Time Fixes delivered by the Overall Confidential Communication Systems and Support.

Confidential

CWD Analyst

Responsibilities:

• Frontline Technical Helpdesk for all UK based employees of Confidential .
• Analyzing the problems faced by the UK based employees of Confidential while using Laptop/Desktop, Telephones/Aspects and all applications used by Confidential, and fix the problems while the users are on call.
• Analyzing problems on Windows XP workstations and resolving them, which includes internet access, Operating System performance, modem troubleshooting, resolving profile related issues, analyzing and resolving citrix logon issues, probing into and resolving IBM PComm Sessions related issues.
• Troubleshooting laptop related issues -
• Remote connectivity issues using 3G data card; Access related issues pertaining to VPN Authentication - assigning access groups, troubleshooting users RSA SecurID account- Corrections of user’s login details on RSA Server, Monitoring the activity of SecurID login, Providing other general solutions to improve the performance of laptops.
• Lotus Notes Troubleshooting on Desktops/Laptops -
• Password resets for user accounts; Analyzing and fixing errors; Configuring Lotus Notes on Citrix Flexible Working Desktop; also configuring Lotus Notes for first time users; Resolving corrupted user id file issues.
• Printers -
• Troubleshooting Network printer issues, issues relating to portable laptop printers; resolving application related printing issues; creation of printer ports like LPT and ECP; installing printers on laptops and desktops.
• Escalate Incidents to the appropriate support teams using Unicenter CA/GSD R12, ticketing tool

Confidential

Subject Matter Expert

Responsibilities:

• Queue Monitoring and Maintaining Service Levels.
• Meet the targets of Productivity, Customer satisfaction, and Quality.
• Handling Escalations.
• Work using eCRM tools like KANA, iCare, etc.
• Conducting Team meetings and Training Sessions.
• Generating daily/Monthly reports for the process.
• Performance monitoring, data analysis and feedback for service delivery.
• Constantly getting updated with the latest issues and updates from Compaq & HP.
• Contributing to the Knowledge base team with new Articles and Resolutions.
• Handling Staffing and Scheduling of the Agents.