IT Program Manager
birlasoft limited
Total years of experience :15 years, 2 Months
Successfully managing IT projects, ensuring their timely completion, and overseeing
incident management, problem management, and incident reduction using the process
of problem management
Analyzing customer problems, assessing potential impact, providing resolution options,
conducting thorough problem investigations, and researching to resolve product-related
issues
Monitoring and reporting on incidents, ensuring adherence to SLAs, managing mobile
device and patch management processes, leading and managing the IT staff, ensuring
optimal performance and productivity
Establishing standards and procedures for efficient IT operations, developing strategies
to enhance IT performance, and aligning with organizational goals, documenting
problems and solutions for future reference
Achievements:
Managed Manage Engine Mobile Device Management
Developed and implemented standardized procedures, resulting in increased productivity and reduced errors
Peers & Reporting
•IT Staff Management
•Asset Management
•Incident Management
•Vendor Management
•Establish Standards & Procedure
•Stratergy Building
•Monitoring and Reporting
•Responsible for the entire IT Support & Infrastructure
•Maintained customer relationship through in-bound calls and delivered quality customer support.
•Resolved hardware products, Network, Server and Operating Systems related queries remotely and over the telephone.
•Responsible for pushing antivirus through the server to all the systsms of the organization
•Analyzed customer problems including potential impact to Avacare, customer expectations & resolution options.
•Conducted problem investigation and research to resolve product related issues.
•Searched databases containing records of problems, symptoms and solutions.
•Responsible for the deployment of Applications through servers
•Managing printers
•Roster preparation
•Working on Antivirus server, Software server
•Managing Active Directory
•Implementation of DC on windows server 2012 R2
•Worked on SonicWall Firewall Security
Documented problems & solutions using appropriate information systems for future references
Responsible for Managed IT Services to the Globeop’s clients in US and UK
•Maintained customer relationship through in-bound calls and delivered quality customer support.
•Resolved hardware products, Network, Server and Operating Systems related queries remotely and over the telephone.
•Responsible for pushing antivirus through the server to all the systsms of the organization
•Analyzed customer problems including potential impact to Globeop, customer expectations & resolution options.
•Conducted problem investigation and research to resolve product related issues.
•Searched databases containing records of problems, symptoms and solutions.
•Responsible for the deployment of Applications through servers
•Maintaining printers and IP phones checklists
•Roster preparation
•Working on Antivirus server, Software server, Citrix server
•Managing Active Directory which includes
•Giving required rights to the users
•Storing data of users, systems and printers
•Creating user accounts & their Email id
•DL creation
Documented problems & solutions using appropriate information systems for future references
Key Profile: Joined INSEAD
Handled a team of 6 Service Desk members.
•Maintained customer relationship through in-bound calls and delivered quality customer support.
•Resolved hardware products, Network and Operating Systems related queries over the telephone.
•Provide Technical Support to more than 800 systems of Capita
•Analyzed customer problems including potential impact to Capita, customer expectations & resolution options.
•Conducted problem investigation and research to resolve product related issues.
•Searched databases containing records of problems, symptoms and solutions.
•Reimaging the systems with the help of LANDESK
•Used LANDESK Asset Management tool for managing the inventory of both hardware and software assets of CAPITA India Pvt. Ltd
•Responsible for the deployment of Applications through LANDESK
•Maintaining printers and IP phones checklists
•Managing Active Directory which includes
•Giving required rights to the users
•Storing data of users, systems and printers
•Creating user accounts & their Email id
•DL creation
•Documented problems & solutions using appropriate information systems for future references
I was a part of disaster recovery team which was responsible for taking data backup of its client in Baltimore and Phoenix, USA.
Key Profile:
•Worked in BDR (Back Up and Disaster Recovery) Technology.
•Was taking incremental backup as well as Synthetic Incremental backup for the Clients in USA through SAAZ software.
•Patch Management of the corrupted Files.
Proficient in Implementing, Configuring Windows based servers 2000, 2003 & 2008 And Windows clients - 2000, XP, Windows 7 & Windows 8 and MAC OS X v10.7 (LION) & Mac OS X v10.6 (Snow Leopard), Apple Mail, IPhone and I Pads
•Implementing and Managing Domain Controller
•Managing SonicWall Firewall Security
•Determining and installing critical security patches
•Managing MS-Exchange 2003, Outlook 98/2000/2007/2010/2011/2013/2016
•Managing Active Directory in creating User Accounts, Email Ids and Distribution lists.
•Managing G-Suites
•Experienced in Troubleshooting TCP/IP networks
•Knowledge on Backup & Recovery Tool
•Creating IT Policies
•Worked with Citrix client V.10 and Web based Citrix
•Extensive Knowledge of Freshdesk, Remedy, Amdocs & CA Unicentre ticketing tools
•Knowledge of creating Knowledge Base in Remedy and CA Unicentre
•Worked on deploying Win XP & Win 7 images and other software through LANDESK
•Worked on LANDESK Asset Management tool for managing both software and hardware assets of CAPITA India Pvt. Ltd.
Working on ITIL compliant ticketing tools like BMC Remedy
•on SharePoint 2003, 2010 and SQL Database
I develop websites on the platform of Share Point 2003 and Share Point 2010.
•We generally create two types of websites for MBA and Executive MBA students.
For MBA, we just create a blank website on Share Point platform.
But for the Executive MBA courses, we do the below procedure:
•Create the website with the help of Share Point
•Import all the required data to the website
•Extract the users / students from the People Soft to the Active Directory
•Extract the users / students from the Active Directory to the Website
For both the above 3rd and 4th steps:
•We get connected to the SQL database using the basic Authentication
•We run SQL queries to extract data from the People Soft to the Website
•Provide Technical Support to more than 2000 systems, IPhones, IPads
•Troubleshooting issues on MAC systems
•Worked on Mac OS X v10.7 (LION) & Mac OS X v10.6 (Snow Leopard)
•Configuring & troubleshooting Apple Mail and Outlook 2011
•Troubleshooting TCP/IP networks
•Resolving issue remotely by the help Team Viewer and WebEx
•Working Support and configured remote users Laptops and Desktops to dial in to the Corporate LAN Using Cisco VPN client
•Managing Active Directory which includes
•Giving required rights to the users
•Storing data of users, systems and printers
•Creating user accounts & their Email id
•DL creation
•Analyzing incident alerts using the Incident Management tools with the Internal IT teams and end users.
•Documenting incident related calls from vendors, end users, application teams and engineering groups.
•Assigning priority as per urgency and criticality of the incidents with respect to business impact.
•Attending scheduled incident status update and ad-hoc calls to document impact & severity of ongoing issues.
•Motivating team members, implementing employee involvement schemes and ensuring career development.
•Developed, modified and maintained user’s Windows NT/2000/XP, Outlook and PN accounts by directly connecting to servers using Citrix Remote Access Thin Client solution.
•Created mailbox and granted access on mailbox.
•Troubleshooted Outlook issue involving troubleshooting archive & personal folders related issues.
•Took ownership and resolved problems related to critical issues and potential dis-satisfied customers.
•Escalating issues to proper authorities and followed up with customers through e-mails and call-backs
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