Summary of Career
1. • The Technology and Information Systems Operations, administers and maintains information technology systems,
2. • Provides IT operations functions to offices for the organization’s standard hardware, software and voice/data network solutions.
3. • Responsible for the purchase, installation, and life-cycle maintenance of PCs, servers and LAN network connectivity equipment.
4. • As appropriate, provides escalated on-site support of hardware, software and network connectivity issues.
5. • Acts as the primary point of communication between TIS and operating, business and functional units. • Performs local administration and operations functions as appropriate in accordance with standards, policies and procedures.
6. • Maintaining track of licenses of various flavors of OS, devices. • Internal auditing and driving closure of open points.
7. • Service Improvement plans and Implementation. • Preventive maintenance of servers, devices, BMS devices on regular basis. • Performance Optimization with planned activities for up-gradation of versions/firmwares.
8. • Health check monitoring. • Daily reviews with all domain leads. • Vendor management and tracking.
9. • Ensuring SLA met. • Monthly reviews with customer. •
10. C-SAT achievement.
Experience as Consultant
Atos IT Global
18 April 2019
• Administration of InTune Azure
• Troubleshooting and resolution on MDM Enrolment, Email Sync Issue, Compliance Issues and Device Health Check related issues & Windows 10 Device Enrollment issue
• Daily Health Check-up for MDM server
• Handling L-3 level escalations for Intune (Microsoft Company Portal), MDM
• Test and upload internal applications on production (MDM & MAM).
• Providing the device enrollment process for iOS, Android & Windows 10.
• Prepare the user guide for device configuration and basic issue.
• Performing troubleshooting on Windows 10 issue and providing bitlocker keys using Intune portal.
• Modifying and performing changes on Compliance Policy/ Configuration.
• Performing changes on windows information protection policy, Adding new application inside Windows information protection policy.
Experience as IT Operation Analyst
19 September 2016
12 April 2019
• Handling real time escalations with a team of 18 engineers (Remote Helpdesk Engineer, Desktop Engineers and Server engineer) across India to ensure IT infra availability for customer operations at plant location and Head Office.
• Responsible for assuring users are provided efficient and timely support during business hours.
• Performed staff scheduling to ensure Service Desk coverage during normal business hours and on-call support as required
• Taking up with all stakeholders for Fault resolution within the agreed upon SLA.
• Analyzing the root cause and updating of the same.
• Call monitoring and report making.
• Repeat Fault Analysis
• Monthly Performance Reviews with Customer Higher Management
• Service Improvement Plans drawn out and its implementation
• Identifying customer business needs and getting it coordinated with stakeholders.
• Administration of InTune Azure & Airwatch (SaaS)
• Troubleshooting and resolution on MDM Enrolment, Email Sync Issue, Compliance Issues and Device Health Check related issues
• Daily Health Check-up for MDM server
• Handling L-2 level escalations for Intune (Microsoft Company Portal), MDM
• Test and upload internal applications on production.
• Providing the device enrollment process to user.
• Prepare the user guide for device configuration and basic issue.
• Well versed with IT KRA, KPI and CSI
• Assistance in the completion of Root Cause Analysis report
Experience as Systems Operations Manager
19 December 2011
16 September 2016
• Work with functional managers and the team sponsor to obtain necessary resources to support the team's requirements
• Developed and implemented various process improvements within the team as per ITIL methods and practices.
• Coordinates meetings with the product committee, project manager and functional management to discuss project impediments, needed resources or issues/delays in completing the task
• Coordinate with internal and external customers as necessary
• Provide necessary business information
• Co-ordination with all internal Wipro stake-holders to ensure 100% Operational uptime
• Initiate sub-groups or sub-teams as appropriate to resolve issues and perform tasks in parallel
• Ensure deliverables are prepared to satisfy the project requirements, cost and schedule
• Help keep the team focused and on track
• EPBX Phone Configuration based on IP.
• Providing the Mobile device support to user.
• Assigning Data Limit through EMC Storage on file server.
• Evaluate and install new software releases, system upgrades, and patches within a configuration management framework
• Resolve hardware and software-related problems, as well as perform system backup and recovery
• Handle tasks of maintaining data files and monitoring system configuration to ensure data integrity
• Work as a team with the client and other contractors to identify, present, and resolve issues with current architecture and foreseeable future issues with limited supervision.
• Well versed with IT KRA, KPI and CSI
• Generating reports from Service Now Ticketing tool and preparing monthly dashboard.
Bachelor 30 June 2011
Completed B.sc in 2011 with Physics and maths