Bhim Rokaya

Experience

• 

  Sitel Group

  Sept 2006 - Apr 2010

  • Worked closely with team members to develop and implement technical solutions for computer hardware and Windows operating systems, ensuring smooth operations and resolving issues efficiently.• Provided guidance and mentorship to a team of fifteen resources in areas including computer hardware, networking, and service management, fostering skill development and promoting a culture of continuous learning.• Delivered remote support assistance to customers across multiple regions, leveraging advanced tools and techniques to troubleshoot and resolve technical issues promptly, regardless of location.• Led installation and configuration efforts for various applications and email systems, ensuring seamless integration and optimal functionality for end-users.• Demonstrated a strong commitment to customer satisfaction through proactive communication, attentive problem-solving, and timely resolution of support requests, contributing to a positive overall customer experience. Show less • Provide technical assistance and support to end-users regarding computer systems, hardware, software, and network-related issues.• Diagnose and resolve technical problems remotely.• Log all support requests, inquiries, and incidents into a ticketing system, ensuring accurate documentation of issues and resolutions.• Utilize remote access tools to troubleshoot and resolve issues on end-users' devices when possible, minimizing downtime and disruptions.• Communicate effectively with end-users to understand and clarify issues, as well as provide timely updates on the status of their requests. Show less

  • Subject Matter Expert - Dell

    Dec 2009 - Apr 2010

  • Help Desk Support Analyst - Bell Canada

    Sept 2006 - Nov 2009
• 

  Tata Consultancy Services

  Jul 2010 - now

  Skilled in managing critical IT infrastructure, including Windows server hosting, virtualization through VMware, and data center management, emphasizing 24x7 system availability, efficient backup, storage, and robust security measures. Adept in employing both Waterfall and Agile methodologies to successfully deliver complex infrastructure projects, including data center setups and migrations with a specific focus on strategic transformation to public cloud services (AWS). Awarded for delivery excellence and instrumental in securing significant contracts by leveraging technology assessments and fostering client relations. Proficient communicator with a proven track record of managing high-value client portfolios including PayPal, National Mortgage Insurance Corporation, Standard Life Assurance, Transamerica, and JLR contributing to substantial business growth. Accomplished IT professional with extensive expertise in end-user computing and data center operations. Proficient in Windows and Mac OS, utilizing deployment tools like MECM, and MDM solutions such as Intune and AirWatch. Expert in Cloud Computing, with a strong background in system compliance, auditing, and enhancing user experience through AI-driven automation. Continuously enhancing skills in cloud computing and DevOps, committed to maintaining cutting-edge knowledge in a rapidly evolving IT landscape. Demonstrate strong leadership in coordinating multidisciplinary teams for seamless project execution and superior client satisfaction. Show less • An assessment for Endpoint User Computing involves evaluating various aspects of the organization's end-user environment, including technology, processes, security, and management. The goal is to identify strengths, weaknesses, and areas for improvement. • Technology Assessment, evaluate the current versions of operating systems used across the organization, device management and review the effectiveness of endpoint security solutions (antivirus, firewalls, encryption). Support process assessment, assess the efficiency of the service desk in handling end-user issues. • Security Measures assessment, evaluate the effectiveness of endpoint protection measures. • Management assessment, assess the accuracy and completeness of the asset inventory.• Process Integration management, assess the level of integration between EUC processes and Security Operations. Documentation and compliance assessment, Evaluate the completeness and accessibility of documentation for EUC processes and configurations. • Risk Assessment, identify potential risks associated with the EUC environment. User satisfaction assessment, Collect feedback from end-users regarding their experience with EUC services.• Roadmap and recommendations, prioritize recommendations based on criticality and potential impact. Show less • Engaging with senior management and clients to understand project requirements, delivery timelines, costs, and overall expectations. This involves effective communication and alignment of project objectives.• Monitoring service levels and ensuring compliance with agreed-upon standards. This includes maintaining a high level of service quality and addressing any issues that may arise to meet or exceed service level agreements (SLAs).• Identifying areas for improvement in service delivery processes and implementing plans to enhance efficiency and effectiveness. This may involve automation of repetitive tasks to streamline operations.• Holding regular governance meetings with senior-level executives to provide updates on service delivery performance, discuss strategic initiatives, and address any concerns or issues.• Overseeing IT Service Management (ITSM) processes such as incident, change, problem, and escalation management to ensure adherence to best practices and standards.• Monitoring customer satisfaction (CSAT) and implementing corrective and preventive actions (CAPA) based on analysis to improve the overall customer experience.• Offering guidance and expertise to the team to drive them towards achieving goals. This involves staying updated on industry trends and emerging technologies to provide innovative solutions.• Maintaining operational standards and adherence to delivery assurance frameworks to ensure consistent and reliable service delivery.• Building relationships with customer leadership to understand their business needs and align service delivery strategies with the organization's vision and goals.• Developing transition plans to manage the handover of responsibilities between delivery teams and vendors, ensuring a smooth transition process with minimal disruptions.• Overseeing the performance of direct and indirect reports, providing feedback, and developing improvement plans to enhance team performance and productivity. Show less • Meeting with top management and clients: Engaging with key stakeholders to understand project requirements, delivery timelines, and budget constraints. This involves active communication to align expectations and ensure project success.• Developing detailed project plans: Creating comprehensive project plans that outline tasks, timelines, resources, and milestones. These plans serve as a guide for clients, staff members, and project teams, and are adjusted as needed to accommodate changing needs and requirements.• Implementing project phases: Overseeing all stages of project execution, from initial planning and build to user acceptance testing (UAT), deployment, and post-implementation normalization. Ensuring that each phase is completed successfully and in alignment with project objectives.• Managing vendor relationships: Coordinating with various vendors globally to procure necessary resources, services, and solutions. This involves negotiating contracts, monitoring vendor performance, and ensuring timely delivery of project deliverables.• Risk and issue management: Identifying and mitigating project risks and issues to minimize disruptions and delays. Proactively addressing changes to project plans and deliverables to maintain project momentum and achieve desired outcomes.• Leadership and communication skills: Developing strong leadership, customer relations, and communication skills to effectively consult with project stakeholders and ensure alignment throughout the project lifecycle. This includes providing regular updates and status reports to stakeholders and senior leadership. Show less • Maintain high performance service support functions, this involves overseeing desktop support, VIP support, and infrastructure support to ensure that end users receive efficient and effective assistance with their IT needs.• Owner of incident, request, change and escalations process, responsible for managing these processes, ensuring their smooth operation, accurate reporting, and implementing service improvement initiatives as needed.• Staff management, this includes tasks such as recruitment, mentoring, training, setting targets, and assessing the performance of team members.• Lead desktop management team, responsible for guiding the team in improving the desktop computing environment, ensuring that it meets ambitious standards and security requirements.• Evolve standard of hardware and software, collaborating with the technical design team to establish and update standards for desktop hardware, software, and security configurations. • Imaging deployment and customisation, using tools like Microsoft Deployment Toolkit (MDT) and Windows Deployment Services (WDS) for deploying and customizing system images across the organization.• Software deployment and compliance, managing software deployment and configuration through tools like System Center Configuration Manager (SCCM) to ensure consistency and compliance with organizational standards.• Asset management, tracking and maintaining accurate records of hardware and software assets to ensure compliance, accuracy, and auditability.• Vendor management, maintaining expertise in hardware-related contracts to optimize cost-effectiveness and efficiency in procurement and maintenance.• Stakeholder management, sharing dashboard reports and presenting updates to stakeholders and senior leadership to keep them informed about the status and performance of end user computing services. Show less • Provided technical support and resolution for incidents in the end user’s computing environment, including desktops, laptops, printers, and docking stations, ensuring minimal downtime and disruptions.• Held complete responsibility for end-to-end services, including reimaging laptops, migrating user profiles, mapping drives, installing applications, and providing administrative rights, ensuring smooth user experiences and operational efficiency.• Customized and deployed Windows images using Microsoft Deployment Toolkit (MDT), streamlining the deployment process and ensuring standardized configurations across devices.• Utilized System Center Configuration Manager (SCCM) for manual installation and deployment of software applications, ensuring efficient software distribution and management.• Managed patch deployment, software distribution, and inventory management processes, ensuring systems were up-to-date, secure, and compliant with organizational standards.• Followed change management procedures for Group Policy Object (GPO) rollout, ensuring controlled and documented implementation of policy changes to maintain system integrity and security.• Provided desktop application support for checkpoint VPN, McAfee enterprise solutions, and Microsoft Office applications, resolving issues and optimizing performance for end users.• Configured and deployed engineering applications such as Vector CANalyzer, CANape, and AVL test systems for powertrain engineering, facilitating testing and analysis activities.• Designed, configured, and deployed applications for auto designing purposes, including AutoCAD and Photoshop, enabling users to create and manipulate design files effectively.• Collaborated with various stakeholders to develop, maintain, and enhance dashboards for monitoring key performance indicators (KPIs) and metrics relevant to their areas of interest and responsibility. Show less • Provided technical support as a VMware/Windows/WSUS administrator, managing and troubleshooting Windows/VMware infrastructure to ensure the smooth running of production.• Managed the commissioning of new hardware and decommissioning of old servers, ensuring seamless transitions and optimal resource utilization.• Planned and monitored work and maintenance schedules to achieve agreed service levels in the data centre, ensuring minimal disruption to operations.• Managed Windows and VMware ESX/ESXi Servers, overseeing approximately 1000 servers and ensuring their optimal performance and availability.• Provided advice and assistance in the procurement, provision, delivery, installation, maintenance, and use of servers, storage, and their environments, ensuring alignment with organizational requirements and standards.• Developed comprehensive migration plans, outlining timelines, dependencies, and contingencies to facilitate smooth transitions while minimizing disruption to production services.• Liaised with users, senior staff, and internal/external clients to clarify IT requirements and development needs, fostering effective communication and collaboration.• Ensured client satisfaction by providing optimal levels of customer service for various departments, addressing their IT requirements and concerns effectively. Show less • Installed and configured new laptops, mobile workstations, desktops, and workstations according to business requirements, ensuring compatibility with existing infrastructure and software applications.• Verified that all required applications were installed and functioning correctly on new machines, conducting compatibility testing and troubleshooting as needed to ensure seamless functionality.• Offered technical support and troubleshooting assistance to end users, resolving hardware and software-related issues promptly and effectively.• Diagnosed and resolved technical problems remotely or onsite, utilizing troubleshooting techniques and adhering to established procedures.• Met defined SLAs for IT service delivery, responding promptly to service requests and incidents to minimize downtime and disruptions for end users.• Provided high-quality customer service, addressing user inquiries, resolving issues, and ensuring user satisfaction with IT support services.• Managed asset refresh cycles for various departments, coordinating the replacement of outdated equipment with new hardware while ensuring minimal disruption to operations. Show less • Implemented new infrastructure solutions at remote sites, encompassing Windows servers, backup systems, and storage solutions, to enhance performance, reliability, and data management capabilities.• Executed server migrations including Physical-to-Physical (P2P), Physical-to-Virtual (P2V), and Virtual-to-Virtual (V2V) using tools like Plate Spin and Doubletake, ensuring seamless transition and minimal downtime.• Implemented new infrastructure solutions at remote sites, encompassing Windows servers, backup systems, and storage solutions, to enhance performance, reliability, and data management capabilities.• Deployed new Windows and VMware servers at data centres, following best practices and ensuring optimal configuration for performance and scalability.• Demonstrated expertise in deploying new Windows servers and implementing server hardening measures to enhance security and mitigate potential vulnerabilities.• Conducted performance tuning of VMware servers and virtual sessions, optimizing resource allocation and management for improved efficiency and responsiveness.• Managed virtual machine deployments, including creating VMs from templates, snapshot management, and cloning VMs as required to support organizational needs.• Expanded resources for Windows-based VMs by adding VRAM and increasing virtual disk sizes, ensuring adequate capacity to support growing workload demands.• Led change management processes for migration activities in the production environment, ensuring minimal disruption to operations and adherence to established protocols and timelines.• Generated monthly project-related reports, providing insights into project progress, milestones achieved, and resource utilization to stakeholders and management. Show less • Leveraged Redwood scheduler to manage and execute monthly, quarterly, half-yearly, and yearly batch jobs, ensuring timely processing and completion of critical business processes on the mainframe.• Utilized third-party tools like Redwood and Tidal for monitoring batch jobs in SAP and Mainframe environments, ensuring timely execution and resolving any issues to maintain critical business processes.• Responded promptly to incidents and alerts related to batch job processing, troubleshooting and resolving issues with job execution, scheduling conflicts, or data inconsistencies to maintain continuity of business operations and data integrity.• Defined and configured batch jobs within the Redwood scheduling platform, specifying job parameters, dependencies, scheduling frequency, and execution windows based on business requirements and priorities.• Utilized SolarWinds platform for comprehensive monitoring of the organization's IT infrastructure, including servers, network devices, applications, and virtual environments.• Configured alerting mechanisms within SolarWinds to promptly notify relevant stakeholders via email, SMS, or other channels in the event of anomalies, threshold breaches, or critical incidents, enabling timely intervention and resolution. Show less • Configured WAN connections using appropriate technologies such as VPN, MPLS, or leased lines to ensure secure and high-speed connectivity between the new site and other remote locations or external networks.• Installed and configured desktop and laptop computers for end users at the new site, ensuring proper hardware functionality, operating system installation, and software deployment according to organizational standards and user requirements.• Conducted system updates, patches, and driver installations to maintain optimal performance and security of desktop and laptop devices, ensuring compatibility with network infrastructure and software applications.• Provided comprehensive support to end users at the new site for hardware and software-related issues, including troubleshooting and resolving problems with printers, desktops, laptops, and Microsoft Office applications.• Responded to and resolved technical support requests in a timely manner, either remotely or onsite, to minimize downtime and disruptions to end-user productivity.• Offered guidance, training, and assistance to end users on proper usage and best practices for hardware and software applications, empowering them to troubleshoot common issues independently and efficiently. 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  • Assistant Consultant

    Jun 2010 - now

  • IT Manager End User Computing/Experience – PayPal

    Nov 2023 - Apr 2024

  • Service Delivery Manager - VISA & NMIC

    Jul 2022 - Oct 2023

  • IT Project Manager - Standard Life Assurance Limited

    Apr 2021 - Jun 2022

  • IT Manager - Transamerica Corporation

    Jan 2019 - Mar 2021

  • Technical Lead - Jaguar Land Rover

    Aug 2015 - Dec 2018

  • Infrastructure System Engineer - Jaguar Land Rover

    Jun 2014 - Jul 2015

  • End User Support Specialist - Jaguar Land Rover

    Jul 2013 - May 2014

  • Infrastructure Senior Analyst - Eaton Corporation

    Apr 2012 - Mar 2013

  • Infrastructure Support Analyst - Zimmer Corporation

    Jan 2011 - Mar 2012

  • Desktop Support Engineer - Commonwealth Games Delhi 2010

    Jul 2010 - Dec 2010