Nitin Manocha

Experience

• 

  Convergys

  Jul 2004 - Jun 2010

  Senior Team Leader - Microsoft Server

  Project - Microsoft Enterprise Platforms Support (Server Support)Profile - Systems Administrator / Technical Operations LeadTier 2, Tier 3 Technical support to Microsoft Enterprise Professional customers for Windows 2008, 2003 & 2000 server operating systemsTroubleshooting / Administration of Active Directory, Group Policies, AD Replication, Trust, User Profiles, User Management etc.Troubleshooting / Administration of Microsoft server based Networking services like DNS, DHCP, WINS, TCP/IP, Wireless, SMB etc.Research on, and simulate issues in a Break-me environment and then offer resolution to the customers, supported with logical explanationsHandling difficult situations efficiently – Irate customers, Severity 1, Mission Critical – Perform Self Recovery to check customer sentimentsTechnical interviews & hiring, technical triages, knowledge measuresIncident / SLA management / Customer Satisfaction surveys and other Operational KPIs Show less

• 

  IYogi

  Jun 2010 - Dec 2010

  Assistant Manager - Technical Support

  Project: Subject Matter Experts (SME) Group - DELL Desktop SupportProfile: Technical Consultant / OperationsTechnical Operations Management of the SME Project including Cap Planning, Scheduling, Staffing etc.Managing everything from Hiring to Training to bringing SMEs to Production2nd Level Technical Support for DELL Desktops over phone and RMMTroubleshooting Windows XP, 7, TCP/IP, Printing, escalations, C-SAT etc.Continuous Operations through contingency planning and implementation Show less

• 

  HCL Great Britain Ltd.

  Mar 2011 - Oct 2012

  Information Technology Contractor

  Project: Jardine Lloyd Thompson Group (Banking, Insurance, Brokerage)VMware Administration – Installation and Configuration of VMware ESX 4.x Servers, VMware Virtual Center Server and creating Virtual Machines. Performing various tasks like creating Templates and deploying VMs through templates, cloning VMs, managing vCenter permissions, creating and managing VMware Cluster with HA and DRS, creating and managing resource pools for Virtual Machines, monitoring and managing performance of ESX servers and VMs, using vCenter server for HA, DRS and vMotion, working on Migration concepts like vMotion and Cold Migration, creation & troubleshooting of Virtual Network, troubleshooting ESX & VMs etc.Windows Administration – Support and Management of Windows Server 2003/2008/2008R2, Active Directory, DNS, DHCP, WINS, Exchange etc.Managing Infrastructure wide deployment of Application Packages and Security Patches using Microsoft SCCMImaging of workstations, laptops, TCP/IP connectivity issues, remote support using VMware, Bomgar, RDP, Team viewer etc.User Administration/Provisioning/Troubleshooting in McAfee SafeBoot Encryption, Blackberry Enterprise Server, RSA SecureID, CheckPoint Connectra, GOOD for Enterprise, Symantec Enterprise Vault etc. Setting up/Troubleshoot new user accounts & mailboxes, roaming profiles, Citrix profiles, managing permissions on shared drives and mailboxes, setting up/troubleshooting access to business applications etc.Provide On-Site, On-Call, Off-Hours support as needed; provide assistance in Project related tasks, support the offshore team, train new engineers, impart KT, minimize learning curveParticipated in Disaster Recovery and Business Continuity exercisesIncidents, Problems, Change requests under ITIL framework Show less

• 

  Aricent

  Jun 2013 - Apr 2014

  Assistant Manager - Technical Support Operations

  Project: Cisco Technical Assistance Center (Cisco-TAC)Profile: Manager – Technical SupportEnd to End Operations Management of a team of Cisco Collaboration (Voice) engineers providing remote management services & technical support to Cisco Partners and High Level ClientsService Delivery Management of the Team KPIs like customer satisfaction surveys, FDFR, MTFR, service levels, engineer productivity, case management etc.Case Management – Ownership, Scoping, Collaboration with other Teams/Vendors, prioritization based on case severity, clear & detailed documentation, Tech Lead / Manager case reviews, case wellness, backlog management, Risk Level analysis, Re-queue/Transfer/Escalation reductionPeople Management - Employee onboarding, training, Performance reviews, Growth, Retention, Performance / Behavior managementCustomer Management – Irate Customer, HTTS/CAP, PSTS, Mission Critical, Network Down, Escalations, Manager PR/Strike follow-ups, customer sentiments health-checkFollow the SunONE Team culture Show less

• 

  Westpac Group

  Jul 2014 - now

  Windows 10 and Office 365 migration for 40,000+ users involving User migration (Win 7/Win8.1 to Win 10), Desktop SOE Migration (Win7/Win8.1 to Win 10), Office 365 Federation, User Home drive Data Migration, and Hardware Refresh across all Corporate sites and OffshoreProject Coordination, Project ManagementCustomer Engagement, expanded Stakeholder ManagementCollaboration, Facilitation/NegotiationGeneralized Specialist, hands-on hands-off as requiredVendor management, Asset management, Incident/Problem managementProject reportingMigration lead / escalation point for issues pre/post migration Show less

  • Associate Project Manager

    Aug 2017 - now

  • Technical Infrastructure Specialist

    Jul 2014 - Aug 2017