| Candidate Information | | Title | Customer Support Project Management | | Target Location | US-WA-Redmond |
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Click here or scroll down to respond to this candidateCarrier ObjectiveTo be associated with a progressive organization that gives scope to apply my knowledge and skills and to be a part of the team that dynamically works towards growth and to achieve the goal of the organization.Professional SummaryOver 18+ years of professional carrier. Leader with demonstrated ability to combine business and technology goals. Ability to take ideas from conception to broad adoption with a special focus on driving change in the organization. Leverage technical expertise, problem solving skills and unique combination of technical program management, Livesite experience and data driven metrics to drive sustained engineering improvements and innovation.10+ years of diverse experience in Project management and IT consultingExpertise in SLA based Livesite Operations management and Customer support.Experience in Microsoft Azure Services including SAAS, IAAS.Experience in PowerBI, Kusto, SQL.Experience in Release management, Problem Management, sprint planning.Excellent organization and backlog management skills.Experience in rapid response to customer impacting outages.Expertise in Incident quality analysis and volume control.Resourceful team player and capable of delivering tasks within stringent timelines.Computer and Professional skillsManaging Datacentre services like Backup, Configuration management, server monitoring etc.Handled Active directory as an SME. Having good experience in Identity and access management.Managing and handling internal and external audits.Used VSO for sprint planning, creating User Story and tracking all the related tasks.Responsible for planning and execution of Deployment Projects across multiple Datacentres.Business process development by identify and implementing process improvement projects.Implemented Automation solutions to improve Metrics after thorough analysis of data.Achieved 70% reduction in Deployment via automation.Experience in creating project plans, forecasts, budgeting requirements and post project implementation reviews.Self-motivated, excellent communicational and interpersonal skillsFast learner who adapts quickly to change and eager to learn new methods and procedures.Consistently achieved top ranked performance in every position by bringing improvements to new heightsTECHNOLOGY SUMMARYWindows Server 2000, 2003, 2008 and 2012, Red hat Linux. ADS, DNS, DHCP, DFS, FRS, WSUS, Symantec Veritas Net Backup, Brightstor Arcserve, SCVMM, Hyper-V, iLo, O365, Skype for Business, Microsoft Teams.TOOLSIBM Systems Direct, MS Project, Share Point, TFS, Torus, Orchestrator, Geneva. CITRIX, DAMEWARE, GPMC, NTDSUTIL, SCM (Secure Content Management), Azure AD Connect, Netmon, WireShark.SKILLSWindows Admin with various componentsAutomation with respect to windows administrationPlanning to Reduce effort with minimum error and good qualityMaintain CMDB for the team.Motivate team and maintain synergy between teams by transparent communication within the stakeholders and teams.Languages/AutomationVB Scripting, PowerShell, Python, Java Script, C++.Program/ProductsVisual Studio, PowerBI, KustoEXPERIENCEWipro LTD (Sep 2021- Until now)Technical Lead. Working for Client Microsoft, Redmond USA.Manage teams backlog, run agile 2-week sprints with special focus on automating manual operational tasks.Collaborating with Redmond, Dublin, Hyderabad, Pune & Singapore teams for the Data Centre iLO upgrade project.Identified bottlenecks in the Code deployment process, proposed and implemented solutions that reduces the overall implementation time.Drove improvements in deployment tooling by capturing metrics and presenting insights on recurring failures to the product and leadership teams. Focused on orchestrating the work with one button click & worked with Devs to create Prod Rings to avoid outages.Contributed to new user pools expansion project to meet the scalability demands in time limit. Additionally, helped Ops team by writing PowerShell scripts to unblock/expedite the process.Help solve technically complex, strategic problems. Responsible for the customer support with Microsoft.Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams.Identify cases that require escalation with developers/ product team.Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer experience.Provide ramp activities, knowledge sharing, technical coaching and mentoring.Lead in building communications with peer delivery roles and customer.Monitoring via Geneva Monitoring, Kusto query and providing remedy using PowerShell scripts etc.Taking care of Datacenter with Juniper, Cisco, Arista, F5, Ixia network devices.Managing Tacacs user accounts.Projects:Created SSRP Lorenz vulnerability execution planning along with automation solution. Developed precautionary solution with validation mechanism.SQL upgrade to complete environmentHP Firmware upgrade on worldwide serversMindtree (July 2016- Sep 2021)Senior Technical Specialist. Working for Client Microsoft, Redmond USA.Manage teams backlog, run agile 2-week sprints with special focus on automating manual operational tasks.Collaborating with Redmond, Dublin, Hyderabad, Pune & Singapore teams for the Data Centre iLO upgrade project.Identified bottlenecks in the Code deployment process, proposed and implemented solutions that reduces the overall implementation time.Lead or participate in building communities with peer delivery rolesPlanning and execution of Release Management with Onsite and Offshore Model.Distribute workload across the team(onsite-offshore).Handle Active Directory of Multiple Forest environment. Modify Group Policies (GPO) to fix vulnerability issues .Involved in projects of Decommissioning for old servers and replace with new imaged servers.Automated Administrator works and achieves awards for best performance. Written PowerShell Scripts to automate regular tasks or for applying Hotfixes in Servers\Pools.Automated the regular works using PowerShell scripts and contribute on building hotfix scripts to modify .js, .dll, xml files for a faster customer turnaround when needed.Due to COVID, contributed to new user pools expansion project to meet the scalability demands in time limit.Projects:Zero-Day patches deployment OccasionallyHPiLO firmware upgrade Ongoing Process QuarterlyService Stack patch installation on urgent basisDecommission Script in PowerShell to club all process in single automation.Made Tracking mechanism to handle project in easy controlled way.TATA Consultancy Services (Jan 2007- Sep 2015)Consultant: Microsoft. Corp. USA, July 2009 to Sep 2015: Redmond, WA. (Experience below)Engaged into monitoring tool facilitation project. It reduces downtime with efficiently identify issues and fix with least downtime.Worked on Incident and change management, Handled Problem Management.Taking care of CMDB, timely update with new Knowledge.Create Automation to achieve reduction in time of bulk projects.Shared knowledge to the new team member for the better redundancy model.Part of IS. IS a strategic business unit that is focused on providing IT infrastructure solutions and services, covered various technology areas, including Datacentre management, communications, desktop services, facilities management, help desk, disaster recovery, and enterprise system management.Provide leadership and act as the infrastructure subject matter expert to the operations, architecture, and development teams.Experience in configuration management, automation concepts, and scripting to automate and monitor tasks.Involve in BS7799 audit and get the audit successful.Implement Corporate Security Policy based on BS7799 StandardProjects:Deployment of Active directory and Migration from 2003 to 2008.Deployment of delivery centre infrastructure support (Configure Image as per Company Standard).Implement ISA Proxy, Antivirus Server, Backup server, Wsus for patching.Did capacity planning of Application server.Made VBScript and PowerShell Script to collect system/ application configuration.L&T Infotech (April 2006 - Jan 2007)System Admin Active directory Admin.Managing Corporate Datacenter and perform timely audits.Worked as rescue engineer for Active Directory. Used Brightstor Arcserve: Backup and Restoration.Projects:Deployment of Branch Active directory 2003.Implement ISA Proxy, Wsus server for patching.SVN and Allied Digital Efunds International (June 2004 - March 2006)Team Leader - Incident Management.Wipro InfoTech Raymond Apparel Limited (March 2004- June 2004)Customer Support EngineerUnited Nations Population fund (Feb 2003- Feb 2004)LAN AdministratorMicrosolution (Jan 2002- Jan 2003)LAN AdministratorEDUCATION AND PROFESSIONAL DEVELOPMENTUniversity of MumbaiObtained BSC (Mathematics) Degree in 2001Advanced Diploma in Software Engineering [Aptech Computer Education in 2001]CERTIFICATIONSMS 70-216, MS 70-217, MS 70-290, MS 70-294,MS 70-640,MS 70-642 Microsoft Certifications.PMI Member since 2013Programming for Everybody (Getting Started with Python)Python Data StructuresScrum Master FundamentalsCompleted AZ900Special AccomplishmentsCrest award winner (During Covid Scenario demand has increased drastically, we build SWAT team and executed projects quickly without user impact.)Has awarded by Mastermind multiple times during critical projects execution. Reduced manual effort exponentially and meet customer expected deadlines.Awarded for accomplishing the project and developing automations which saved exponential amount of manual work. |
