Nov 2022 – Present · 3 yrs 6 mos

• My current role as TDM engages me in the smooth delivery of technical upshots for our customers, which requires diverse skills including but not limited to handling BAU, dealing with migrations, projects, determining timelines of tech upgrades, data protection, risk management, access management along with driving a multiskilled team to bring outcomes.
• Cybersecurity runs hand in hand with our IT business operations as the commercial realities of strategic IT management and service delivery, make protecting our customers against cyber-attacks a part of my day-to-day work.

Mar 2022 – Nov 2022 · 8 mos

• Liaise with customers to perform incident analysis and problem resolution management, to required service targets, defining and recommending solutions where no precedent solution is available.
• Implementing RBAC, PIM and Conditional Access policies.
• Risk identification and assessment, Risk management, compliance management and patch management.
• Assess and evaluate risk and understand the implications of new technologies. Apply security controls in the necessary domain.
• Day-to-day management of the technical solutions to ensure that they continue to meet business requirements.
• Mentor team members to implement technological advancements in infrastructure and security domain.
• Drive innovations to bring efficiency in business-as-usual operations.
• Work on migration projects to assist customers with secured digital transformations.

Apr 2020 – Feb 2022 · 1 yr 10 mos

• Manage and resolve customer incidents, problems and requests to required service level targets in a hands-on customer facing technical role.
• Identity Management, Patch management and Access management.
• Ensuring that established Service Levels are maintained against pre-determined SLA’s
• Ensures effective peer review of system changes within ITSM tool to minimise unscheduled downtime.
• Apply technical knowledge to effectively analyse and resolve problems.
• Manage time in a manner to ensure all tasks are completed within specified time frames.
• Minimise and mitigate unplanned downtime to Customers
• Working on infrastructure upgrades, implementations, outages & refresh programs.
• Assess and evaluate risk and understand the implications of new technologies.

Aug 2019 – Mar 2020 · 7 mos

• Installing, configuring, managing and maintaining server environment hosted on virtual and cloud platforms.
• Perform regular patch management, scheduled maintenance, upgrades and backup verifications in Server Environment.
• Perform regular system health checks and provide potential solutions to any vulnerabilities.
• Analyse the state of technical environmens using monitoring and reporting tools and action on alerts generated ensuring these are logged in the ITSM systems.
• Continuous optimise the monitoring scope ensuring the right notifications are generated by the monitoring tools.
• Provide accurate incident resolution and service request management with established SLA and OLA time frames, meeting and exceeding customer requirements and expectations.

Apr 2019 – Jul 2019 · 3 mos · Brisbane, Queensland, Australia

• Working for WSP onsite to support IT operations.
• Install and Support Hundreds of employees personal computers
• Maintain hardware and Software inventories through standard asset management systems and procedures

May 2017 – Feb 2019 · 1 yr 9 mos

• Transitioning of client datacenter to TCS cloud by taking responsibility for deploying functional solutions such as creating, adopting and implementing system test plans, which ensure acceptable quality and integrity of system.
• Installing, configuring and managing Windows Servers to scale up the infrastructure environment of client. Migrated servers from Hyper-V to VMware.
• Manage and monitor the client server infrastructure including Citrix, Microsoft Azure, VMWare technologies and SCCM.
• Windows Domain Management including Active Directory Domain Services, Group Policies Management, DNS, DHCP, ADFS, WSUS, DFS, File and Print services.
• Created the Citrix Xenapp 7.8 site for client along with configuring storefront, Delivery Controller, Citrix Studio, Citrix director and XenApp Servers.
• Continuous monitoring and performance tuning of the client’s systems server and desktop management platforms including SCCM, Citrix and Mobility technologies.
• Create training documentation along with supporting clients on Azure and Citrix platform which includes server onboarding, decommissioning, Azure Vault Backup, migrating configurations and maintaining Citrix farms.
• Key resource for developing policies and contingency plans, maintaining the policies, procedures and operational management associated with patching and securing systems from internal or external threats.
• Evaluate new technologies and platforms to determine their applicability to solving business challenges and needs.
• Rapidly promoted to mentor a 4-member team while concurrently providing top-notch collections support within a multinational consulting firm. Handled queries of IT users from all over the world.
• Major Achievement : Achieved 100% security compliance for all the windows servers (approx 1000).
• Successfully migrated 3000+ users from old XenApp 6.5 farm to new XenApp 7.8 site and achieved outstanding performance award for this.

Aug 2015 – Feb 2016 · 6 mos

• Mac Enterprise Management and Engineering comprises of below roles:
• Mac Application Packaging and Deployment
• OS X Imaging
• OS X Image Customization and Deployment
• Apple Software Updates Management
• New Hardware Pre-checks and Procurement
• Apple Server Management
• End to End technical support to Mac Users
• Filewave and Jamf Pro Skills
• Citrix Xenapp Administration

May 2013 – Apr 2017 · 3 yrs 11 mos

• Citrix XenApp Servers Configurations and Management for HCSC.
• Server Installation and Management for Mac Imaging
• Apple certified professional and worked as Mac specialist.
• Provided Mac Enterprise Solution to client as mac specialist.
• Have in-depth knowledge of Mac and MDM Management via Filewave.
• Possess strong acumen on JAMF Pro tool for Mac Management.
• macOS Imaging and Deployment.
• macOS Application Packaging and Deployment.
• Apple Security Updates Management.