Bala Guru

Experience

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  Everonn System India Ltd

  Jan 2005 - Oct 2005

  Technical Co - ordinator

  Assist, support and coordinate with administrative staff in identifying training needs. • Coordinate with training instructors in developing training course content. • Review external training programs. • Develop and implement innovative training programs. • Provide hands-on sessions on technical aspects and issues. • Coordinate and assist in preparing easy-to-understand training material. • Evaluate training material and recommend changes. • Implement best practices in training programs and schedules. • Develop and provide online learning competencies. • Ensure compliance of corporate practices and procedures in training programs. Show less

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  Brent wood Investments - PepsiCo India Holdings (India) Pvt Ltd

  Nov 2005 - Apr 2006

  Quality Implementor

  • Coaching DEO's / CE / ADC / TDM in case of any ASDOS related issues. • Health Check report updation. (This is basically to find out any pending data entry, status update for CE's / DB's, monitor DEO's data accuracy and online updates)• Weekly update on status at various Distributor Point• Installation / Re-installation of S/W, Trouble shoot, Configuration of ASDOS (Direct / Presell etc)• Standardise Report formats at all locations.• monitoring to ensure Masters, Load out, Load in, Settlement, Invoices, Inventory, A/R & VISI are updated in DB Points.• Managing, Optimizing and Troubleshooting the Active Directory.• Installation and Maintaining Windows 2000 & 2003 Active Directory.• Managing user accounts and Groups.• Configuring group policy objects for OU’s.• Configuring and Troubleshooting the MS Outlook clients.• Peripherals installation and configuration.• Troubleshooting of Printers. Show less

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  Care Computer Solutions Pvt Ltd (M/s WIPRO INFOTECH BUSINESS PARTNER)

  May 2006 - Jun 2009

  SR. Customer Support Executive

  • Responding to call center mails/queries pertaining to Blackberry products within the TAT. • Providing complete business solution for all Models of Blackberry handheld.• Configuring and installing in all types of Nokia, Sony Ericsson and Windows Mobile compatible handsets.• Providing presentation & Demo reg the blackberry products to High Value Customers/SME. [Blackberry Enterprise Server].• Installing and configuring Lotus Domino R6 Server, Microsoft Exchange Server2003/2007, Blackberry Enterprise Server Express 5.0.1 and Blackberry Enterprise Server 4.1.6• Integration of Application Servers with the Blackberry Enterprise Server. Show less

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  KocharTech

  Jul 2009 - Sept 2014

  • Guiding the Support to all Exchange Server Related Issue & Blackberry Enterprise Server related Issue for Our Team.• Configure Design and Deploy Instant Messaging solutions with OCS 2007 R2 and Microsoft Lync 2010.• Installing and configuring Microsoft Exchange Server2003/2007/2010, Blackberry Enterprise Server Express 4.1.6, 5.0.4 and Blackberry Enterprise Server 4.1.6, 5.0.3, 5.0.4, Blackberry Enterprise Service 10, Blackberry Enterprise Server for Microsoft Office365• Resolving the issues within SLA• Escalation of issues with RIM and follow ups done for Closure• Managing the 17 Engineers at Remote Locations across Pan India• Documentation on Products and Developing Teams’ knowledge base.• Proactive Visit to Remote Locations to Update Teams Knowledge base. Show less • Blackberry Enterprise Server up gradation & BES service Pack installations & Enterprise Activation issues.• Blackberry Enterprise Server backup and restore.• Maintain BES installation check-list in alignment with the BES design document Resolving the issues within SLA• Escalation of issues with RIM and follow ups done for Closure• Documentation on Products and Developing Teams’ knowledge base.• Proactive Visit to Remote Locations to Update Teams Knowledgebase• Look after the log file for tracing any error and providing solution to it• Usage of different monitoring tool to analyze the performance of Blackberry Server Show less

  • L3 Technical Analyst

    May 2012 - Sept 2014

  • BES Engineer

    Jul 2009 - Apr 2012
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  LinkedIn

  Sept 2014 - Oct 2015

  Sr IT Support Engineer

  • Microsoft Exchange 2010• Active directory• Mass360 • VPN• Airwatch

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  IBM

  Nov 2015 - now

  SME

  • Leading a team.• Providing Level3 support and implementation for Microsoft Intune, VMware Workspace One, BES UEM Server for overseas clients• Administering, supporting, and Integrating Mobile Device Management infrastructure in the enterprise.• Troubleshooting MDM related issues (server specific as well as End-user device issues).• Resolving escalations tickets from the team member and handle client support requests as well as take ownership of product issues and ensuring closure of achieved.• In the case of the new project, I take responsibility for getting the complete KT from the Client and delegate the process to my team.• Responsible for reporting the status with alarms, explanations, and solutions. (Monitoring server alerts (SCOM& IMON) and performing RCA).•Monitor and track incidents and troubles in the ticketing system by supporting the incident and problem management process. Also recognizing high priority tickets and act within the expected response time.•Performing weekly Housekeeping activities and escalate issues promptly to the reporting manager.Perform daily health checks on the MDM server systems and take corrective and preventive actions as appropriate.•Mentor fellow team members on the tools and technologies.•Coordinating with Regional IT’s to drive local and worldwide IT projects and initiatives. Drive Communication and priority within the business and global teams to ensure consistency across organizations.•Creating an internal Knowledge Base article for New products.•Providing training to new hires. Show less