Manish Borana

Experience

• 

  Tata Consultancy Services

  Sept 2016 - Jul 2020

  I had the privilege of leading a successful migration project, transitioning an offshore development center to the client image and network. Additionally, I played a key role as an Infrastructure Architect in a Greenfield project, where I single-handedly set up various DTAP (Development, Testing, Acceptance, and Production) application environments. A major area of focus during the project was designing the load balancer setup and implementing traffic distribution mechanisms to ensure higher availability. I followed industry best practices and implemented robust security measures for internet-facing web servers, ensuring the protection of sensitive data and mitigating potential threats. Resolving issues related to data and resource access between multiple zones was also a crucial aspect of the project.For two applications, I designed and implemented a scalable three-tier architecture from scratch. This involved setting up approximately 32 servers across two data centers, with an active-passive configuration. By optimizing the infrastructure design, I was able to achieve significant cost savings of around 50% for the client, without compromising performance or reliability. Show less I had the opportunity to work on a significant migration project involving the transition of all end-user devices from Windows 8.1 to Windows 10 within a specific geography. As part of this project, I played a pivotal role in developing a golden image for Windows 10 using Microsoft Deployment Toolkit (MDT). The golden image was meticulously crafted, integrating all the necessary base applications and packages, ensuring a streamlined and efficient deployment process.To deploy the Windows 10 golden image across multiple locations without an SCCM infrastructure, I leveraged a Windows Deployment Services (WDS) setup combined with the Preboot Execution Environment (PXE). This approach allowed for network-based deployments, eliminating the need for physical media or individual device configurations. The deployment process was designed as a Zero Touch Installation (ZTI) using PowerShell automation and bootstrap.ini for streamlined and automated deployments.By employing PowerShell scripting and bootstrap.ini, I successfully automated various aspects of the deployment process, reducing manual intervention and ensuring consistency across all devices. This automation enabled efficient and error-free deployments, resulting in a smooth transition from Windows 8.1 to Windows 10 for the end users. Show less As a seasoned professional, I had the privilege of managing a team of approximately 20 individuals responsible for delivering exceptional help desk support services across North America, EMEA, and APAC regions. Throughout my tenure, my primary focus was to ensure high levels of customer satisfaction (CSAT) while minimizing escalations and achieving a service level agreement (SLA) score of over 98%.Managing a diverse team spread across different regions presented unique challenges, but with effective leadership and strategic planning, we consistently maintained excellent customer satisfaction. By implementing robust processes and providing comprehensive training to team members, we fostered a culture of excellence and customer-centricity.Our commitment to delivering exceptional support resulted in record CSAT scores, reflecting the satisfaction of our valued customers. Through continuous monitoring and improvement initiatives, we proactively addressed any potential issues, ensuring that customers' needs were met promptly and efficiently.Minimizing escalations was a key objective, as it not only improved the overall customer experience but also reduced the burden on higher-level support teams. By empowering our help desk team with the necessary resources, knowledge, and escalation protocols, we successfully resolved a vast majority of customer issues at the first point of contact.To maintain a high SLA score, we implemented efficient processes, closely monitored response and resolution times, and optimized resource allocation. By leveraging data-driven insights, we identified areas for improvement and implemented strategies to enhance our SLA performance. Show less

  • IT Infrastructure Architect

    Nov 2019 - Jul 2020

  • Windows 10 Migration Lead

    Apr 2017 - Nov 2019

  • Service Desk Lead

    Sept 2016 - Mar 2017
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  KPMG Global Services (KGS)

  Jul 2020 - Aug 2021

  Associate Consultant

  During my tenure as an SCCM administrator, I had the opportunity to work on various critical aspects of the SCCM infrastructure, ensuring smooth operations and optimal performance. I was responsible for deploying core applications to end users, ensuring compliance, and managing OSD task sequences for efficient deployments.One of my key responsibilities was to maintain and optimize the OSD task sequences, continuously looking for opportunities to improve their efficiency and effectiveness. By analyzing and fine-tuning the task sequences, I was able to enhance the overall user experience and reduce deployment time.Additionally, I played a vital role in maintaining a clean and optimized SCCM infrastructure. This involved regular maintenance activities, such as cleaning up outdated or obsolete content, optimizing database performance, and monitoring system health to ensure reliability. By proactively addressing issues and implementing best practices, I contributed to the overall efficiency and stability of the SCCM environment.To further streamline SCCM infrastructure management, I developed a custom tool using PowerShell and SQL. This tool enabled me to automate various cleanup activities and simplify the management of SCCM components. By leveraging the power of scripting and database queries, I was able to perform routine tasks more efficiently, saving time and reducing the risk of errors. Show less

• 

  ExxonMobil

  Aug 2021 - now

  System Architect

  Currently part of an Engineering team responsible for development, automation, new cloud solutions & MDM design and implementation.My experience includes:Evaluated & onboarded Cloud kerberos trust removing dependency on outdated authentication technologies which saved ~20,000 hrs of time for migrations from on-prem to Azure AD join.Designed a scalable cloud based Azure logic app solution integrations with ServiceNow & Azure cloud services. This solution helped in removing tech debt, on-prem dependency & enhanced data protection with 99.99% reliability.Planning and implementing Azure Desired State Configuration (DSC), InTune, Logic Apps and Autopilot.Develop & implement ServiceNow based automated solutions for request fulfilment & monitoring which integrates with other on-prem & cloud services such as Azure, Intune.Developing in-house OS level (.NET, PowerShell, XML & JSON based) tools for automation, self-help, user data migration, proxy reconfiguration, cloud integration, and efficiency improvement.Creating and managing images for multiple domains and departments. Designing and implementing the base image for cloud-managed Zero-Trust devices with customized ESP.Building and managing Task Sequences (TS) and baseline deployments for IPUs, MSFU, and bare metal installations.Administering organization-wide Group Policy Objects (GPOs) for enforcing restrictions and exceptions. Show less