Baldeep Gill

Experience

• 

  Hewlett Packard Enterprise

  Dec 2012 - Feb 2015

  I was employed as a Release Manager on the Atlas Dii contract working for HP. The role involved implementing new software updates, patches and software into the live environment. I worked as part of a virtual team containing 5 members. I was solely responsible for ensuring that all software are secured in a Definitive Software Library both physical and virtual. I planed and implement releases to live after they have been tested by engineering.My day to day responsibilities in this role were to plan and implement the release, build, testing, distribution and implementation procedures. To liaise with the client in all matters relating to release management. I ensured the build, testing, distribution and implementation of software releases were authorised by the change advisory board where needed. I also liaised with Resolver Groups to ensure effective impacting of changes has been carried out. Show less I was selected to be a team mentor along with my role of technical advisor. My new duties included carrying out incident spot checks and listening, observing and scoring agents’ calls. I also assisted my management team with incident pass backs from our second line teams; I spoke to the agents to ensure they have an understanding of why the incidents have been passed back and the requirements of the second line teams, I believe they took what I said on board as they respected the way I worked and I had a very good report with them. The team’s quality went up overall as a whole and I received plenty of praise from my management team. I also provided 1 to 1 support to my team where required. In addition, my team and deputy manager also delegated daily tasks to for me to carry out. I was the main support for my team for any questions or issues during their working day, along with providing excellent customer service to our users.During my time on the helpdesk I used a wide range of tools on a daily basis including Active directory, Citrix, Microsoft Office Outlook, Excel and Word.I was also selected to test the new call logging system. I took the extra responsibility and work load on with pleasure, as I saw it as a reward for maintaining my high standards and believe I can managed the work load without any issues. Show less I was selected to start training with the Minor Change Team with the view to moving to the CST team, which combined the roles of technical advisor and minor change engineer. Whilst on the team along with my original duties of technical advisor I fulfilled requests entered into the system by customers on the Service Catalogue.The requests that I fulfilled were to create and retire accounts for users to access the system; create and retire email roles; add permissions on to the users’ profiles; and pin application permissions to the users’ profiles, computers and laptops to install their Radia software manager. In November I was given the opportunity to convert from Kelly Services to HP staff. Show less I started my role working for Hewlett Packard via Kelly Services on its Atlas DII contract as a Technical Advisor in December. My main duties include maintaining and exceeding set service level agreements, providing excellent customer service to the users calling for support and to help the team maintain key performance indicators.The key skills gained and demonstrated in this role were trust in cash handling, providing excellent customer service and building customer relationships, as well as working as part of a large team. Show less

  • Release Manager

    Jul 2014 - Feb 2015

  • Team Mentor/ Technical Support Agent

    Dec 2013 - Jul 2014

  • CST Agent

    Aug 2013 - Dec 2013

  • Technical Support Advisor

    Dec 2012 - Aug 2013
• 

  Home Group

  Feb 2015 - Dec 2017

  Initially joined on secondment from 1st line, made permanent in March.As a 2nd Line Support Partner I am responsible for providing 2nd line technical support to internal customers across the business. Resolving IS issues quickly and efficiently, making sure service is restores to customers and that service levels are met.To provide 2nd line technical support to technical IS areas including user management, desktop, network, email, security, printing and telephony. To manage and deal with technical service requests escalated by the 1st line support for investigation.Key skills in the role include:• Windows 8.1 - provided generic user desktop/ hardware support• Office 2003-2013- providing user guidance and training• Exchange - Administering users, public folder, distribution lists via active directory and exchange admin centre• Lync/ Skype for business - proving support for the application, instant messaging, telephony and video calls and conferencing• VOIP/ Samsung/ Avaya phone support – Administering Hunt Groups, Extensions & DDIs, IVRs, Call forwarding as well as user training and guidance• SharePoint - Administering permissions and sites, creating subsites, document libraries, security groups, user guidance and training• Knowledge Management - Documenting fixes and workaround, creating knowledge base documents• Desktop Support - Providing support over Remote desktop, DameWare, Skype for Business• Active Directory - Creating and amending users, creating security groups, distribution lists, exchange groups, running reports• Hardware/ Software - Troubleshooting, proving support• McAfee web gateway/ Email Gateway consoles - Amending polices, adding sites and email addresses to white/ Black lists• Printing - Adding, amending, deleting printers from print server, updating drivers, printer policy• Network - Troubleshooting routers, switches, checking ports, putty, DNS, DHCP Show less Supporting approximately 5000 users of IS services on a daily basis. I manage IS incidents and service request, proving excellent service in order to resolve any issues which arise as quickly as possible.I am part of Home Groups migration team supporting users as they move from Windows 7 and XP over to Windows 8.1, users are also moving from Office 2003/10 to 2013. Home Group are currently undergoing a full technical application and hardware refresh.I have daily responsibilities to ensure incidents are escalated in a timely manner to keep within set SLA’s and processes. I also aim to keep users informed of the progression of their cases where possible. Show less

  • IS 2nd Line Support Partner

    Jan 2016 - Dec 2017

  • IS 1st Line Support Partner

    Feb 2015 - Jan 2016
• 

  Arriva Group

  Jan 2018 - Sept 2021

  My day-to-day duties included developing and maintaining Windows 10 and 7 SCCM task sequences for Arriva PLC and its operating companies. Application\Software updates and rollouts are a standard task I undertake. SCCM onboarding and offboarding are tasks I have experience completing aswell as SCCM migrations.Resolving BAU incidents and requests are a daily task which I excelled at, I also supported our Service Desk, 2nd line analysts and Field Support to troubleshoot and resolve technical issues.Being responsible for group policy, active directory also come natural for me. I have a lot of experience with group policy and AD. I have recently undertaken a group policy rationalization in the estate in order to clean up redundant and out of date policies. Also a clean up activity in AD to remove any inactive/ unused users and groups along with redefining the whole forest structure to better manage our users and policies.I regularly held knowledge transfer sessions with the Service Desk and Field Support to assist them with troubleshooting a range of subjects. I ensure where possible knowledge articles and process documents are created and handed over to the relevant teams when needed.I always strived to ensure documentation and processes are always kept up to date and distributed to the correct audience. For complex and major incidents I efficiently provided work-arounds and solutions to get users working quickly and take escalations from Field Support and the Service Desk following these through to resolution. Some improvements I completed and implemented are:• SCCM and 1E components upgrades• Switching Software Updates to HTTPS• User toast notifications for Password Expiry, Pending Reboots and Uptime• Baselines in SCCM which check for device battery health and Group Policy error• SCCM Cloud Management Gateway• Task sequence GUI• Driver and BIOS dynamic updates• Created Windows 7 task sequence in SCCM to allow the retirement of the WDS server Show less Joined Arriva as an Infrastructure Analyst providing support for new solutions/projects being implemented, along with supporting our deskside and remote users, working alongside the field support team. Taking part in an On-Call rota to ensure 24/7 support is maintained of the estate.Day to day duties include responding to service desk incidents/requests logged by users. Managing and meeting service levels and ensure all incidents and requests are dealt with in a timely mannerWorking mainly in the Digital Workspace tower administering the SCCM environment and user estate, SCCM asset management, driver and software management, software packaging and deployment, knowledge transfer to colleagues and service desk, document up keeping and creating of process documentation and knowledge articles, update and patch management released from Microsoft, Nomad and SCCM. Working on a Windows 10 rollout via SCCM in UK and Netherlands as well as supporting our Swedish estate and resolving BAU incidents and requests raised by the user base. Show less

  • Technical Specialist - Digital Workplace

    Jan 2019 - Sept 2021

  • Technical Specialist - Secondment

    Oct 2018 - Jan 2019

  • Infrastructure Analyst

    Jan 2018 - Oct 2018
• 

  Dye & Durham Corporation

  Sept 2021 - now

  Identity & Access Management Specialist

  I provide consultative and expert technical advice on IAM across the organisation. I take responsibility in enabling new IAM capabilities to meet business needs and look to continuously improve IAM Policies and Processes.I constantly analyse and monitor our user estate to ensure it is kept in a clean state across multiple tenants/ domains. Communication and stakeholder engagement is a key part of my role, ensuring relevant people have awareness of IAM policies and procedures across the business. This is particular key when I am completing any changes and process improvements.I act as a point of escalation for the IAM team and wider IT teams for IAM alerts or issues. I competently support end-users and lead the investigation and resolution of issues. Delivering features that make a difference is always a key objective of mine and I constantly strive to ensure new automation and process improvements are identified and tracked through to implementation. I have built strong relationships with functional leaders, as well as others at all levels of the organization, and help make a difference to our company. I self-manage and ensure I'm organized in my work, whilst collaborating across different product and support teams, I'm comfortable leading others to do the same.Day to Day Duties: SSO integrations with Azure AD/ OnPrem ADCoreView application implementationAdministering Coreview workflows and automationsPowershell automationSage People to AD SyncRBAC for AD/ AAD AdministrationRBAC for CoreView AdministrationOn & Offboarding automation and CSIUser account reviews and employment verification as well as process enhancements and automationKnowledge/ process documentationConditional access policy administrationAzure SQL Server RBAC with Azure AD groupsO365 tenant and AD administration across multiple tenants/ domainsEngaging with 3rd party support, suppliers and vendors Show less