Objectives:

To achieve a challenging and outstanding position in growth oriented organization and to prove myself in the leading technologies.

Executive Summary

• Microsoft Certified Professional with More than Seven years of experience in the field of IT and IT enabled Services
• Estate Management through Windows SCCM.
• Expertise in managing and maintaining Microsoft Windows based Networks.
• Extensive knowledge of trouble shooting System Hardware and software Installations.
• Migration of the environment to newer operating environments
• IBM Lotus Notes Client v6.5.4 its updates upto v8.5.2
• Technical Responsibilities:
• Estate Management through Windows SCCM.
• OS deployment via SCCM Task Sequences.
• Manage deployment of all patches, critical updates and service packs on a timely basis.
• Create and manage application deployment objects for new and existing software.
• Maintain ongoing communications with support teams regarding application issue resolution and general workstation management support
• Application system Compliance Reviews to align against IT Infrastructure Changes.
• 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 mass deployments assuring the necessary CR's are put in place prior to deployments and ensuring contingency/rollback plans are planned.
• Certify and Document Application Level testing prior to Business UAT and Sign-off.
• 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.
• Testing fixes and documenting any anomalies for further escalations to the concerned support teams and providing 3rd level support for the desktop platform.
• Maintain ongoing communications with support teams regarding application issue resolution and general workstation management support.
• Work with key platform vendors for support to resolve issues as well as platform strategy development
• Coordinate applications release with Software Solutions and QA teams and business owners
• Maintain workstation containers and policies, rules within the McAfee EPO Server.

PROJECT MIGRATION EXPERIENCE CSS TIER 2

Confidential

Responsibilities Deliverables in this role :

• DSE Infrastructure Support on the Following Platforms :
• MS Windows XP SP3 HP Printers HP Standard Desktops and Thin Client Desktops Matrox Dual Displays
• DSE Remote Infrastructure Support on the Following Platforms
• Citrix Metaframe XP Blackberry Manager Cisco VPN RSA SecurID Authentication Vodafone 3G
• DSE Investment Banking Application Support on the Following Platforms
• MS Office 2003 Lotus Smart Suite Adobe Professional
• IBM Lotus Notes 6.3 8.0 Client IBM Sametime 7.5 Messaging CA Unicenter
• Incident Management- International ITIL Standards
• This role required me to regularly interface between various IT Infrastructure support teams and application development teams in order to ensure issues on any level were channeled to the appropriately.
• Bring about customer-centric Service Quality in the provision of IT Services for business.
• Delivery of the committed SLA in the agreement with the business and meeting the expectation on service quality.
• Communicate document any issues faced in delivering services to Team Lead.. Provide a daily/weekly report on all breaches related to service levels customer escalations. Highlight problem trends application issues at locations.
• Working closely with IT Service Desk to Increase the of First Time Fixes delivered by the Overall HSBC Communication Systems and Support.
• Identifying Software Installation Failures and Dependency conflicts. Identifying Workstation Builds and Software Deployment trends using MS SMS Reporting and Software Distribution.
• Roles and Responsibilities:
• Analyzing the problems faced by the UK based employees of HSBC while using Laptop/Desktop, Telephones/Aspects and all applications used by HSBC, 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 and unassigning 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 speedup 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 Handling Cross reference certificates 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.

Confidential

Roles and 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.

Worked as e-Support Officer

Confidential

Roles and Responsibilities:

• Troubleshoot Dialup connectivity problems.
• Provide solutions for Mail client programs.
• Recover system from Operating System errors.
• Provide Solutions for Web based problems.
• Trouble shooting Home Networking Routers.
• Trouble shooting DSL, Cable and Satellite linked connections