Experience

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  Computer factory india pvt ltd

  Jan 2003 - Apr 2005

  Hardware engineer

  • Assembling Multimedia Computers and Installation/Troubleshooting of Windows OS• Installing and managing standard Microsoft applications (MS Office, SQL server, IIS, mail clients), Antivirus etc.• Basic networking, hardware, software troubleshooting.• Handling user related hardware and software problems.• Cabling, Crimping and LAN testing using tool. (Fluke meter).• Mouthing Switches and servers on the rack. • Configuring Computer, Switches and peripheral (like Printers and Scanners) on LAN. • Installation of Hubs and Switches on a network and troubleshooting LAN Issue. Show less

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  Xerox

  May 2005 - Jul 2015

  IT Manager :• Managed a team of managers, Leads, and Engineers based in 6 locations within India and 3 international locations. • Ensured adequate coverage for the 7x24x365 environment so that the end user computing is running effectively at all times. • Monitored the effectiveness of incident management and made recommendations for improvement• Planned and designed the desktop environment based on the requirement of the clients.• Coordinated between onsite/offshore, vendors, support groups for query/issue resolution, trigger escalations and guiding the team as and when required. • Evaluated and managed Problems/escalation (Tech & Non-Tech) with various partners• Conducted change management of internal & external parties• Liaised with external vendors and support partners on service management and other day to day support incidents• Managed NOC Engineers; build and established training and development programs to increase technical and business acumen to provide faster resolution times and overall better technical service• Managed infrastructure planning, design, performance and lifecycle of desktop services.• Identified, developed and groomed employees on managerial, technical and operational talent, provide internal career opportunity to minimize attrition and maximize workforce contribution.• Monitored the SLAs and meet service level objectives with continuous process improvement.• Managed assets and inventory in alignment with configuration management of ITIL framework.• Daily interaction with the US and other international clients to update on the daily SLA's and discuss action plans to improve further.• Provided cost-effective solutions to the clients.• Experienced in Management and implementation of new IT Strategies.• Responsible for various people management activitieso Hiring right candidates based on the business requiremento Analyzing the training needso Career development plan for the team memberso Setting up Goals and Objectives Show less Lead Role – • Managed day-to-day shift operations and resource utilization. Arranged performance review call with various International partners on monthly basis• Monitored and ensure incident, problem and change management process/ procedures are being followed properly by team.• Worked closely with local management activities to improve service support of all the clients supported from India region.• Managed Microsoft patch management (WSUS and SCCM) and Anti-Virus.DAT file management (McAfee Anti-Virus EPO 4.0 server).• Constant monitoring for the Vulnerabilities and updating of latest Microsoft patch files to the ACS network using Critical Watch & SCCM servers deployed in Bangalore site and pushing to all other International sites• Constant monitoring for the Viruses and updating of the latest Anti-Virus.DAT files to the ACS network using McAfee Server and ePol agent for India and other international sites • Site Process Representative for Information Security Management for ISO 20000 Compliance.• Reviewed and checked quality of daily reports & Weekly Report for Operations Show less • Installation, configuration, and administration of Active Directory, DNS, & DHCP• Deployment of Windows software updates using WSUS server• Maintenance and troubleshooting of antivirus server configured with McAfee ePol• Secure network Resources using file and folder level security.• Coordination with Vendors to resolve the Hardware issues (DELL, IBM, and HP)• Conducted security audits on the domain controller and file resources using event viewers• Member of Network Team to complete BS7799 and BS29000 certification. Show less

  • IT Manager

    Aug 2012 - Jul 2015

  • Team Lead

    Apr 2009 - Oct 2012

  • System Engineer

    May 2005 - Mar 2009
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  Conduent

  Jul 2015 - now

  It manager and slo (service line owner)

  Service Line Owner Responsibilities:• Managing team of Service Line Managers that are responsible for providing daily oversight to IT Operations• Managing escalations and triage efforts as needed, ensuring business continuity and minimal customer impact for issues identified• Driving continuous performance and process improvements within the Service Delivery Excellence Program, working with the ITSS Program Office• Collaborating with third party provider leadership counterparts to mitigate and resolve issues, support triage and escalate as needed• Consolidating and reporting performance data from Service Delivery Excellence Program team members within tower on monthly or other pre-determined frequencies.• Providing a focus for Service Level Agreement (SLA) management and customer satisfaction.• Ensuring the information systems and the review structures for SLAs and customer satisfaction management are in place and effectively used• Seeking continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value• Providing problem management support to the customer issues and ensures root-cause analysis is conducted and a corrective action plan is appliedSLO Incident Management Role:• Acting as point of contact for Relationship Manager receiving and giving updates• Ensuring all proper technical resources and teams are engaged in issue until completion• Driving troubleshooting direction and escalation• Working as an escalation on any severity 1 or 2 incident• To identify gaps in process and works on remediation plans• Ensuring all priority tickets are worked until closure, Post Mortem is complete• Working with clients and operational staff to ensure stability• Reviewing RCA with IT and Capabilities team prior to client submission Show less