Shruti Moon

Experience

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  Capgemini

  Oct 2008 - Feb 2014

  Consultant

  •Experience in BCP and Disaster recovery architecting and execution for Infra and applications.•Experience in preparing Technical SOW (Scope of Work). •Experience in architecting and implementing Application Virtualization and Desktop virtualization•Application Re-engineering for leveraging Cloud, Integration between on-premises and Cloud infra•Gather requirements from Operations teams including capacity, operations, network management•Design, implement, support, and troubleshoot VMware vSphere and HP cloud•Migrate existing physical and virtual machines from obsolete version to current versions•Configure and firmware upgrade the Virtual-Connect and ILO of HP enclosures• Configuring Clusters for High Availability, DRS, and Fault Tolerance (FT)• Manage tickets and escalations by identifying, and resolving the incident and issues•Work with Service now/Remedy tickets and work-orders generated by Service desk team for the Wintel team•Create implementation document, standard operating procedures, and best practices•Collaborate closely with the architects, Project Managers through the lifecycle of the projects.•Administering all Virtualization Implementations and assist in various design projects.•Experienced in Project Quality lead role which includes keeping updated business documentation and authorize to have internal and external audit.Received “Project Star Award” in Wintel Project Show less

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  InfoSys Ltd.

  Jun 2016 - May 2019

  Technology Analyst

  ▪ Lead and manage a team of 5 consultant for technical support to clients in manufacture sector▪ Communicate and solve customers' issues via phone, email, live chat, and face-to-face meetings.•Troubleshooting and diagnosing of VMware, Windows and Business intelligence (Qlikview) related issue •Arrange, manage, and lead conf calls with multiple vendors and platforms to drive issue resolution•Handle escalations as and when required work with product Engineering by opening a bug report. •Working closely and collaboratively with resources across the organization including vendors, Clients and stakeholders.Provide training on Windows and VMware to team members Show less

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  Capgemini

  Feb 2020 - Sept 2022

  Senior Consultant

  ▪ Managing key, strategic customer/partner relationship, ensuring frictionless renewal.• Facilitate the onboarding, enrolment of new customers, manage access to the onboarding members in respective project.• Prioritize issues, drive complex escalations with Engineering team and follow up with a detailed root cause analysis wherever applicable for severity 1 using Ishikawa method.• Conduct regular meetings with customers to share issue updates, action plans, product alerts, best practices, bug/known issues, operational reports and track ongoing projects.• Support Business reviews to highlight support trends, operation efficiencies, and account health.• Work with Delivery Managers, and Talent acquisition team for resource planning, allocation in technical support, and support management. Also provides training, coaching, and mentoring to new team members. Key highlights:• Proactively notify customers on critical issues and vulnerabilities with mitigation steps thereby reduction in outages which further helps in decreasing high severity tickets and SR volumes• Partner with Support Management to highlight case management gaps, provide insights into customer's business requirements, technical needs, and issue history thereby driving faster resolution and continues quality improvement and efficiency• Managing internal resources (technical support and professional services), utilization, tracking resource contingency, allocating tasks, resource forecasting to executing accounts product upgrade cycle and migration projects within defined timelines as per customer's requirementsReceived “Empowerment Award” in Capgemini India Show less

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  HCLTech

  Oct 2022 - now

  Associate Consultant

  Project: - Financial Client: - Global (APAC, EMEA and AMER)Environment: - CitrixRole: - ITSM Lead, Technical LeadBrief description of Project: - This is an American financial customer where we support DAAS environment (XenApp, Xendesktop and VDI) and provided solutions to various customers based on any VDI, XenApp and Xendesktop related issues. Provided 1.20K Citrix to end users and managed 4000 serversResponsible for: - • Managed a team of 25 L1’s resources from user management track who is responsible for VDI provisioning, reclamation, and Application installation part.• Managed a team of total 91 (L1,L2 and L3) resources from Operation, Image and User management track.• SPOC for INC SLA (Response and Restore) exceptional analysis (DAAS) track and supported in reducing penalty from customer end• Drive customer meetings, handle escalations, maintain & manage end-user activities.• Managed a team of audit for CSAT/DSAT and provided the DSAT exceptional analysis data• Managed Onboarding and offboarding resources across DAAS track• Created and managed Daily, Weekly and Monthly deck for higher management review• Managed and handled successfully additional role as Women Council SPOC for Nagpur GDC• Received “Unmatched Dedication, Star of the Month (Twice) and Team award ” in Financial Project and Certificate of Appreciation award for Women Council Team Show less