Senior Analyst
Ciena
Total years of experience :9 years, 1 Months
• Improved efficiency for Service Desk and RIT by introducing video tutorials knowledge base of
how-to which reduced 60% of escalations and improved users’ positive feedback by 30%.
• Enhanced the software updates compliance from 82% to 98% and client health up to 96% by
introducing "Wok Smarter not harder" program by troubleshooting proactively using PowerBI reports, Configuration baselines and Powershell scripting.
• Automated 4 hours of work for stale records clean-up from SCCM and AD using Powershell scripts.
• Developed and documented scripts to maintain and clean SUGs, WSUS, disk space on servers, CCMCache on endpoints and saved up to $2.5M.
• Intune SME to test and introduce new features and implement it and provide L3 support.
• Lead project like shift and lift of SCCM environment to Azure and with scripting saved 50% of efforts during migration and completed the project 30 days before deadline.
• Re-designed SCCM environment by implementing PKI infra, Cloud services like co-management, CMG, Desktop Analytics for more security during WFH.
• Configured Desktop Analytics and saved $1M by analyzing the data of compatibility and reboot
behavior.
• Managed deployment projects using Intune for applications like team viewer, Chrome with app
protection policies, Compliance policies, OMA-URI.
• Implemented Conditional access policies, application protection policies for BYOD devices.
• Designed configuration for OS deployment using Intune Autopilot.
• Integrated PowerBI with SCCM and curated multiple queries to build reporting dashboards with custom reports to support entire IT in analysis and monitoring.
• Completed the project of deploying work profile on 6k and kiosk profile on 300 Android devices, 2 months before the deadline.
• Configured 400 iPads without user affinity for onsite users.
• Managing office 365 and setting Macro’s policies via Configuration.xml, and office portal.
• Configured Microsoft ATP to send email to Admins in case of any phishing attack or any incompliance which enhanced security and saved the environment 2 from phishing attack.
• Awarded a BRAVO by Ciena for values and dedication towards work
• Supervised helpdesk and staff. Prioritized help desk issues. Handled problem escalation.
• Directed selection, installation, administration, maintenance, upgrades, and backups for critical
Windows servers on a cross-platform with 200 nodes, and 50 remote users.
• Saved an estimated $1M yearly by providing solutions for reboot behavior during patching which increased productivity of 400 employees.
• Organized upgrades and implementation of a worldwide database application, including
requirements gathering, development, UA testing, rollout, and training. Directed 4 major version
upgrades of Argus using SCCM
• Selected by senior management to lead Microsoft SCCM Premier process team of 14 members.
• Got 6 Promotions in 1 year after clearing 12 technical interviews with Microsoft Technical Advisors.
• Published internal documents as Subject Matter Expert in Software Updates to enhance the
knowledge and efficiency of team members.
• Lifted team capabilities by taking triages on troubleshooting, case scoping that improved case
resolving duration from 4 days to 1.
• Reviewed and provided action plans on escalated cases and resolved technical stuck cases.
• Organized discussions with cross platform technologies reduced responding time on sub cases by 75%.
• Worked on all the features and functionalities of SCCM such as reporting, Operating system
deployment via PXE, task Sequence Media, Software metering, Hardware and software inventory, Upgrades, MDT etc.
• Configured and Managed Bit locker with SCCM.
• Member of a group to receive Internal training of cross technologies like Windows OS, Active Directory, DNS, DHCP, GPO.
• Maintained the defined SLA and followed proper steps on service request and incident as per
standard procedure.
• Coordinated with different teams to provide timely resolutions.
• Trained and experienced on various monitoring tool like SCOM, Net cool, Solar Wind.
• Responsible for L1 troubleshooting as soon as we receive any Server down alert.
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