SUMMARY:

• Business solutions focused architect with 9 years& 4 months of hands - on experience in designing, implementing and supporting Systems Management with expertise in Operating System Deployments.
• Project oriented; ability to manage schedules, resolves critical issues, and delivers results.
• Proficient in the installation and configuration of client desktop hardware, peripherals, and software applications across multiple operating environments and vendors.
• Experience includes personnel management, training and project management.
• Excellent communicator and team player.
• Works well under pressure and effectively interacts at all levels.

AREAS OF EXPERTISE:

• Systems Administration
• Windows 7 Migration
• Role Based Software Distribution
• Front-End Tools Creation
• Business Requirements Analysis
• Conduct Transition per the transition plan
• Prepare transition and knowledge documents
• User Training/ Documentation
• Mass Users & Computer Migrations
• Windows 7 Standardization
• Locked Down Image with AppLocker
• Hardware Independent Image Creation
• Strategic Technology Planning
• OS Image Life Cycle Management
• MDT
• SCCM Administration
• LANDesk Administration
• Consultative Problem Solving

PROFESSIONAL EXPERIENCE:

Confidential

Project Manager

Responsibilities:

• The IT Service Transition Management and implementation plans.
• Requirement gathering for the planning of various regional transitions which includes multiple phases of service transition.
• Incident, Change, Problem Management
• Client and Vendor Management on all End User Computing devices
• Communication Management
• Requirements Analysis for new enhancements
• Define the procedure for activities related to infrastructure
• Coordinate and Collate status/issues from all locations/geographies
• Monitoring and Reporting
• Manage stake holder expectation

Confidential

Responsibilities:

• Incident, Change, Problem Management
• Vendor Management
• Communication Management
• Monitoring and Reporting
• Software package management
• Application Re-packaging Coordinator and deployment
• Provide solution to various Desktop architectures
• Remote Desktop Management
• Requirement gathering and analysis
• Change implementations
• Project Management and Planning
• Client and Vendor Management on all End User Computing devices
• Requirements Analysis for new enhancements
• Define the procedure for activities related to Infrastructure
• Co-ordinate and collate status/issues from all locations / geographies
• Provide reports to Confidential and Confidential Management Manage stake holder expectations.
• Conduct Transition per the transition plan
• Prepare transition and knowledge documents
• Monitor and Control transition progress Track and Resolve Technical issues.
• Analyze performance and arrive at Service Level Agreements which do not pose a risk to the engagement

Confidential

End User Computing Technical Lead

Responsibilities:

• System Image management (New image/upgrade image etc.)
• Software package management
• Application Re-packaging Coordinator and deployment
• Desktop Imaging and Deployment Architecture
• Troubleshoot and provision hand held devices
• Provide solution to various Desktop architectures.
• Antivirus Administration using Symantec Endpoint Protection.
• Remote Desktop Management
• Patch Management Owner for both Servers\Desktop
• Desktop Patch Management using LANDesk
• Operating system Deployment using LANDesk.
• Requirement gathering and analysis
• Change implementations
• Project Management and Planning
• Client and Vendor Management on all End User Computing devices
• Requirements Analysis for new enhancements
• Define the procedure for activities related to Infrastructure
• Co-ordinate and collate status/issues from all locations / geographies
• Provide reports to Confidential and Confidential Management
• Manage stake holder expectations.
• Conduct Transition per the transition plan
• Prepare transition and knowledge documents
• Monitor and Control transition progress
• Track and Resolve Technical issues.
• Analyze performance and arrive at Service Level Agreements which do not pose a risk to the engagement

Confidential

End User Computing Tech Lead

Environment: Windows, SCCM Application & packaging Coordinator

Responsibilities:

• Study the business requirement
• Project Management and Planning
• System Image management (New image/upgrade image etc)
• Software package management
• Monitor and Control transition progress
• Requirements Analysis for new enhancements and Impact Analysis
• Define the procedure for activities related to Project
• Co-ordinate and collate status/issues from all locations / geographies
• Provide reports to Confidential and Confidential Management
• Manage stake holder expectations
• Define scope of transition and Prepare transition plan
• Application compatibility testing for more than 300 applications.
• Prepared a project plan and effort estimation of the resources
• Customized SCCM task sequences with MDT integration.
• Conduct Transition per the transition plan
• Prepare transition and knowledge documents
• Conducting Knowledge Gathering Phase kick-off with the customer/ vendor as required
• Responsibilities - Scripting, Image Creation, Image Testing, Image Deployment and software reviews on base image, Patch synchronizing with Microsoft, WSUS server implementation Understanding the Global Image Management Process.
• Design, construct and built Global Desktop and Laptop Image through SMS.
• Updating, Modifying, Testing & Troubleshooting of global image.
• Updating & Testing patches, hot fix in the WIM image.
• Uploading the tested image file (WIM) to the respective server.
• Accessing the SMS console, Upgrading, Modifying & Troubleshooting the Global Image.
• Testing, modifying, and updating the existing Image.
• Creating/deploying the Image using the MDT where there is no SMS reach
• Deploy Windows Update, Application Updates and Service Pack, on Initial Desktop Support through Console (Computers Group) for testing.
• Deploy the Windows update, Application updates, Service Pack or Update rollups on the target Desktops and Servers (Computers Groups

Confidential

Senior System Administrator

Environment: Windows, SCCM Application &packaging Coordinator

Responsibilities:

• Handling project ticket for Mass Software Deployment using SMS and SCCM 2007 Deploying software on Mac using Casper.
• Implementing Change request.
• Handle Escalation Tickets.
• Monitor all the tickets with the Service Desk regardless of the priorities and track the SLA performance.
• Review the tickets and take immediate step to resolve the issue, by following up with the Incident Owner.
• Track & Ensure timely assignment of tickets to other resolver group and ticket resolution.
• Provide Operational & Process Improvements.
• Ensure Incident Timeline Reporting after resolution of Service Emergencies.
• Handling Sign offs for Critical, High, Medium and Low Tickets with the Customer
• Conduct trainings as when a New Business or Service is introduced
• Troubleshooting all types of Level-2 issues relating to MS Office Applications, Remote Access Token (VPN), Windows OS issues, ODBC issues & Business Applications.
• Security Management by coordinating with Network Security Team for issues relating to Malwares, Viruses and Trojans in Client Systems.
• Hands on Experience in MS SCCM 2007 Mass Deployments.
• Experience in SMS 2003.
• Business Applications and Commercial Applications Installation and Maintenance.
• Hands on Experience in Change Management
• Deploy Windows Update, Application Updates and Service Pack, on Initial Desktop Support through Console (Computers Group) for testing.
• Deploy the Windows update, Application updates, Service Pack or Update rollups on the target Desktops and Servers (Computers Groups).
• Compliance of the Patches needs to be checked for Computers and Updates through Reporting console of WSUS Server.
• Resolving tickets which are escalated to Offshore Engineering Team
• Implemented methodologies to improve technical efficiency and reduce defect rates leading to significant increases in support productivity.
• Conducted process training using Information Technology Infrastructure Library (ITIL) procedures.
• Analyses and provides hands-on support for simple to moderate inquiries. Determines appropriate technical area or vendor to resolve the problem and coordinates with other technical areas, as needed.
• Logs and tracks problems; reviews problem tracking databases using the CA ticketing software

Confidential

Senior Technical Support Engineer

Responsibilities:

• Worked extensively with Windows XP, Vista and system registry.
• Generating reports & their analysis for possible improvements as a Team action plan.
• Guided agents to achieve targets like CSAT, AHT, and Resolution Rate and assist them through Technical trainings.
• Involved in monitoring calls for quality performance for the team
• Training team agents in identifying concern areas & also assisting them with managing metrics.
• Conducting Weekly meetings with the teams to discuss about the previous week’s performance with their individual performance charts.
• Analyzing the Quality reports and ensure the appropriate feedbacks are given to the agents with their sign off sheets.
• Exceeding Client set expectations consistently for 9 months. For instance, Overall Customer Satisfaction average of 82% consistently for 6 months whereas the Client target is 71%.
• Coordinated with teams to create Knowledge bases to improve resolution and reducing AHT.
• Maintained RR at 80% for the team consecutively for a period of 10 months.
• Ensured less than 35 minutes AHT by implementing proper Linear & logical troubleshooting steps followed on all calls.
• New Process implemented:
• Live Call-backs for all Chat disconnect scenarios in the next 30 minutes for reachability.
• Live Escalation in known scenarios that are prone to increase the AHT. (No boot, System Performance issues, Windows Update and Blue screen errors).
• Attend ST Flash with Clients on a weekly basis.
• Found work around for Vista SP1 and SP2 issues using the log files
• Awarded as the Best Performer on production floor in August 2008 for Microsoft Vista Helpdesk