Experience

• 

  Sutherland global services ltd

  Sept 2009 - Dec 2017

  • Led a 12-member team to consistently achieve metrics above 85%, including service levels, handle time, and productivity, surpassing issue-resolution targets with an average customer satisfaction score of 90%.• Cross-trained and supported other customer service managers, ensuring continuity of operations and maintaining a strong leadership role in customer support staff development. • Provided comprehensive technical support, including software installations, hardware modifications and repairs, and resolution of technical issues.• Offered base-level IT support to non-technical staff, managed call flow, and promptly responded to customer technical support needs, ensuring optimal satisfaction and adherence to quality standards.

  • Subject Matter Expert

    Jul 2013 - Dec 2017

  • Senior Consultant

    Sept 2009 - Jul 2013
• 

  Hcltech

  Dec 2017 - now

  • Deploying SCCM clients, troubleshooting them, creating software packages, and analyzing daily reports to monitor system health, deployment status, and compliance on endpoints.• Troubleshooting issues with SCCM site systems and consoles, managing Microsoft patch deployment, and monitoring the SCCM environment for issues to ensure smooth operation, effective patching of endpoints, and system stability and performance maintenance.• As a third-tier escalation point for client issues, conducting research and troubleshooting, ensuring product compliance with SCCM configurations and policies, and performing system administration tasks within SCCM, including collection creation, advertisements, and basic reporting.• Analyzing system and client metrics to identify trends and areas for improvement in SCCM operations, providing technical guidance to local teams, and testing product updates before production deployment to ensure compatibility and functionality.• Utilizing SCCM and Crowd Strike for vulnerability management, focusing on timely identification and remediation of security vulnerabilities, effective deployment of security updates and patches, and proactive threat evaluation using integrated tools.• Facilitated client meetings on vulnerability status, gathered feedback to improve project outcomes, and met deadlines. Also, compiled daily operation reports, presenting them in management calls for updates. Show less • Created and managed Active Directory groups, mailboxes, and distribution lists to facilitate efficient user access and permissions. Spearheaded the onboarding and offboarding processes for users, ensuring seamless transitions and adherence to security protocols.• Provided custodial rights to user managers, granting appropriate access and privileges within the network infrastructure. Managed and executed access control mechanisms, including the creation of IAM policies and protocols. Oversaw the generation and distribution of comprehensive reports, offering insights into user access and system security. Show less

  • SCCM Administrator

    Jul 2019 - now

  • Identity and Assess Management

    Dec 2017 - Jun 2019