Ruchi Pareek

Experience

• 

  Capgemini

  -

  Sr. System Engineer
• 

  HCL Technologies

  Jan 2014 - Feb 2015

  Junior Engineer

  ➢ Providing technical support (Email/Chat) to US customers to assist them with technical issues related to connection, browsing, Email and router/Modem configuration➢ Provided Floor Support and escalation point for high end Technical issues pertaining to ISP Support➢ Met and exceeded SLA month on month for optimal Performance

• 

  Capgemini

  Dec 2015 - Nov 2020

  Functional:​​​​​​​​​​Service Level Management – Performance Analytics/Operations Intelligence ➢ Maintains trend data and metrics related to change, incident and problem for clients and executive daily reporting ➢ Create, manage and administer dashboards for SLA Compliance and Performance➢ Provided statistical and performance feedback and coaching, and administered performance reviews for skill improvement➢ Prepare Data and presentations for Monthly Governance meet with clients & QBR’s➢ Manage Schedule for 24x7 availability of resources➢ Identify process gaps and devise Process improvement plan to ensure better overall performance and quality➢ SPOC for other Support Functions➢ Manage Incident/Problem Lifecycle to meet and exceed SLA’sTechnical:​​​​​​​​​​➢ L2 Support to Citrix VDI User Incidents pertaining to access, Performance and software/Applications➢ Monitor and manage Citrix VDI platform using tools like Citrix Director, Citrix Studio, Systrack➢ Creation of Machine Catalogs, Delivery Groups➢ Add/Edit Delivery groups➢ Patch management for XenApp Servers/MCS Persistent VDI’s➢ Execute onboarding tasks for New users who require VDI➢ Execute Offboarding on monthly basis➢ Root Cause Analysis for High Priority issue in coordination with various functions and prepare standard Operating Procedure for the same to avoid reoccurrence➢ Monitor Changes and Platform Performance post Task Execution➢ Identify performance problems and notifies Managers/ Leaders➢ Citrix VDI management using basic VM Vcenter for Adding, Registering and Modifying VMs➢ Perform Health Checks➢ Recommends and documents departmental standards and procedures➢ Works with the Major Incident Manager to facilitates the resolution of high-severity outages, impacting IT infrastructure➢ SPOC for coordination with other team members➢ Execute Projects under mentorship of Architects➢ Mentor and training to new hires➢ Prepare, update & manage knowledge base Documents in Service Now Show less

  • Consultant

    Dec 2015 - Nov 2020

  • Associate Consultant

    Dec 2015 - Nov 2019
• 

  Genpact

  Nov 2021 - now

  Manager