Aug 2023 – Dec 2024 · 1 yr 4 mos · New Jersey, United States · On-site

• Asset Management Expertise: Managed asset inventory efficiently, ensuring accurate tracking and optimization of IT resources.
• Intune Mastery: Proficient in Microsoft Intune, leveraging its capabilities for seamless device management across both Mac and Windows platforms.
• Enrollment Wizard: Streamlined device enrollment processes for Mac and Windows systems, enhancing user experience and reducing onboarding time.
• AutoPilot Implementation: Implemented AutoPilot for Windows devices, automating device setup and configuration, thus boosting productivity and reducing manual intervention.
• Application Deployment Automation: Orchestrated automation of application installations utilizing Intune and Manage Engine, minimizing deployment time and ensuring consistent software configurations across the organization.
• Patch Management: Spearheaded patching and update installations for applications and operating systems, ensuring systems remain secure and up to date with the latest patches and fixes.
• Security Compliance with Arctic Wolf: Collaborated with Arctic Wolf for VSSR reporting and risk remediation, ensuring compliance with security standards and mitigating potential threats.
• Onboarding and Offboarding Oversight: Managed seamless onboarding and offboarding processes, ensuring smooth transitions for new hires and departures, respectively.
• IT Issue Resolution: Proactively resolved IT issues on a day-to-day basis using ServiceDesk Plus, demonstrating a commitment to delivering prompt and effective technical support.
• Policy Development: Developed and implemented new policies for the helpdesk, enhancing efficiency and standardizing procedures from a process standpoint.
• Conference Room Configuration: Configured Teams and Zoom conference rooms, optimizing collaboration spaces for effective virtual meetings and presentations.

Nov 2021 – May 2023 · 1 yr 6 mos · Mumbai · Hybrid

• As the primary point of contact for all 47+ clients' global IT infrastructure services, responsible for ensuring smooth operations and resolving any issues that arise. I effectively manage patching activities according to client processes and diligently monitor and handle all inbound tickets and calls using the ticketing tool, Fresh Service, ServiceNow.
• When critical production issues occur, I assume complete ownership and swiftly collaborate with the relevant teams to achieve prompt resolutions. If necessary, I develop escalation processes to ensure no disruptions in operations. To maintain stringent adherence to incident processes, I conduct internal ticket audits and process reviews, driving continuous improvement and updating standard operating procedures and documentation. I have also played a pivotal role in implementing and maintaining the Active Directory infrastructure, including setup, migration, and configuration. I proactively configure and monitor Active Directory replication to maintain data consistency across domain controllers.
• Designing and implementing Group Policies, I ensure standardized security settings, software installations, and desktop configurations across the organization. When conflicts arise, I troubleshoot Group Policy-related issues and implement necessary changes for conflict resolution. In addition, I develop and enforce Group Policies to secure and manage resources within the organization.
• As part of my responsibilities, I plan and execute Office 365 migrations, ensuring a seamless transition of email and other applications to the cloud. Evaluating and implementing email security solutions, I protect against threats and maintain the privacy of sensitive data.
• In summary, with my comprehensive expertise in IT infrastructure management, including Active Directory, Group Policies, DNS, PowerShell scripting, Office 365, and virtualization technologies, I ensure smooth operations and timely resolutions for all IT-related issues.

Sep 2020 – Oct 2021 · 1 yr 1 mo · Bangalore Urban, Karnataka, India · Remote

• As the first point of contact for all End User IT Services on a global scale, I excel at providing comprehensive support and resolving various issues that arise in network connectivity, wireless connections, and VPN-related concerns. Utilizing my expertise, I effectively monitor and manage all incoming tickets and calls through the Cherwell service management ticketing tool.
• My responsibilities extend to overseeing the entire incident and service request management process, ensuring prompt and efficient resolution for our end users. When it comes to troubleshooting Windows systems issues, I am the go-to person, serving as a reliable point of contact for resolving any technical difficulties that may arise.
• Furthermore, I possess a strong command over managing virtual desktops within a VMware Horizon environment. This entails maintaining and optimizing virtual desktop infrastructure, ensuring seamless functionality and performance for our users.
• With a keen eye for detail, excellent problem-solving skills, and a customer-centric approach, I am dedicated to delivering exceptional IT support and ensuring a smooth user experience for all our global stakeholders.

Oct 2016 – Jul 2020 · 3 yrs 9 mos · Mumbai, Maharashtra, India · On-site

• As the Shift Lead for a global team of 17, my primary responsibility is to deliver end user IT services across various locations. I specialize in managing VIP and EC Members' calls and tickets, ensuring their needs receive prompt attention and prioritization.
• A key aspect of my role is resource management, which involves creating shift rosters to maintain optimal service levels and effectively support ongoing projects. I oversee the entire lifecycle of incidents and service requests.
• To ensure a high-quality service experience, I closely monitor key performance indicators (KPIs) and service level agreements (SLAs) related to incidents and requests. By identifying areas for improvement, I drive initiatives to enhance service quality. I rely on Service-Now, a ticketing tool, to document and track resolutions, promoting efficient and effective issue resolution.
• In my capacity as Shift Lead, I handle the monitoring and management of all inbound tickets and calls using the Service-Now ticketing tool. Additionally, I provide support and configure mobile devices using VM ware AirWatch and Multi-Factor Authentication (MFA) technologies, including InTune.
• Customer satisfaction is of utmost importance, Furthermore, I take charge of managing Office 365 licenses through the O365 admin portal. I actively drive processes related to patch management, software delivery, and vulnerability management to ensure that systems are up to date and secure. An important aspect of my role is the management of virtual desktops in the VMware Horizon environment. I offer support for virtual collaboration tools such as WebEx, Lync 2013, and Teams in a distributed hybrid environment, facilitating efficient communication and collaboration across the organization. Moreover, I investigate and provide support for issues related to standard business and client applications. I am responsible for enrolling, supporting, and managing mobile devices on the VMware AirWatch platform.

May 2013 – Jul 2016 · 3 yrs 2 mos · Hyderabad Area, India · On-site

• I have provided services for various client projects on-site at different locations, including HDFC ERGO, Navionics, Carillion PLC, and Novartis India Ltd. These projects were undertaken through my employment with Wipro, with Adecco India acting as the payroll service provider.
• One of my key responsibilities is to handle issues related to the connectivity of over 70 MPLS/Site to Site connections across various locations in India, including zonal offices and warehouses. I am the primary contact for these matters, promptly addressing concerns and minimizing any disruption to operations. In the event of network issues impacting multiple sites, I initiate major incident management procedures to ensure swift resolution.
• As part of the GEMINI transformation program, I actively support the decommissioning of server hardware and perform hardware moves. Collaborating with vendors like APC and Writers, I oversee data center activities, ensuring smooth operations and adherence to best practices.
• In terms of security, I serve as the point of contact for IT VSSR (Vulnerability Site Security Reporting), taking ownership of reporting and addressing security-related concerns. This includes generating reports on vulnerabilities, open shares, local admin rights, outdated applications, and McAfee status from multiple sources.
• To ensure comprehensive reporting, I create weekly and monthly reports detailing the number of incidents and service requests raised and closed. Moreover, I am involved in the creation and modification of Active Directory accounts and mailboxes using the Global Directory Database.
• Overall, as an IT Service Desk Specialist, I am dedicated to providing excellent customer service, ensuring the smooth operation of IT services, and actively contributing to the success of the organization.

Nov 2010 – Apr 2013 · 2 yrs 5 mos · Hyderabad Area, India · On-site

• I was employed by Primaccess Technologies while working in India for Novartis as a client through Wipro.
• As the first point of contact for all IT-related issues, I excel at providing comprehensive support and ensuring the smooth operation of various systems and technologies. With extensive experience in ticketing tools like Remedy and E Helpline, I efficiently handle user requests and promptly resolve technical issues. I am adept at managing and troubleshooting PKI certificate problems for VPN, digital signature, and Dragon Applications, guaranteeing secure and reliable connections.
• My responsibilities also encompass user account management, including the creation, deletion, and modification of accounts. Additionally, I possess expertise in managing exchange mailboxes and distribution lists, ensuring seamless communication within the organization.
• I provide first-level support for both passive and active network issues, resolving connectivity and performance problems. Additionally, I am proficient in managing and maintaining MFP printers and scanners connected to the network, ensuring their smooth operation and availability.
• Moreover, I am experienced in application readiness for Windows 7 deployment. I monitor readiness timelines, assess the impact of the deployment based on application readiness, and maintain up-to-date application readiness information in the deployment readiness platform (DRP). I actively manage user access to DRP application interfaces and generate insights from readiness information to identify applications that require further attention.
• Overall, I am responsible for providing application readiness information to deployment teams for a significant number of devices, including virtual, office, and production environments. With my comprehensive skill set and attention to detail, I ensure that IT systems are well-managed, issues are resolved efficiently, and the organization's technological infrastructure operates smoothly.