Technical Support Manager

Location:

Hyderabad, Telangana, India

Posted:

May 16, 2017

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Resume:

MADHU

*****.*@*******.***(employer)

973-***-****(employer)

Summary

Over 10 years of experience in Infrastructure Services and 8 years of experience as application packager and 2 year in System centre configuration management. Ability to master new tasks, technical solutions, pay attention to details, multitasking and problem solving. Working as application packager for IT operations team and leading packaging team. The objective is to analyze and migrate all the applications (Vendor based and in house built applications) from Windows XP Platform to Windows 7 platform and integrating them into System Centre Configuration Management (SCCM) for deployment. Have strong expertise in Application Packaging and SCCM in design, configuration, implementation, integration and support in medium to large company’s environment.

Areas of Expertise

Experience in Application Packaging for window 7 32bit & 64 bit according to Customizations as per the standards of the Client

Good experience in XP/Win 7 Packaging using WISE package studio3.x/5.x/6.x/7.0.

Install Shield Admin Studio 10.0/11.0

Good Experience in automating the applications for software distribution using SMS Installer, SCCM 2007/2012,Installshield Admin-Studio

Experience in Installing, Configuring and Maintaining SCCM 2007/2012

Extensive experience in deploying clients, Managing Software Packages, Software distribution and software metering in an SCCM 2007/2012 environment

Experience in Microsoft Application Virtualization(APP-V) 4.5

Good Experience with Win Installer and Debugging Tools like File-Mon, Reg-Mon

Exposure in MSI and working with various applications for software packaging

Worked on various unattended install methods like silent install using Install shield and Worked Extensively on Custom Actions, Used VB Scripts to customize the applications

Familiar with debugging tools like Orca, FILEMON, REGMON, Setup Quality Tool, Functional testing, Performance testing, UAT testing

Experience in using Transforms (MST), Patches (MSP) and Merge Modules etc using MSI’s.

Experience in APP-Vsupported 32 bit and 64 bit applications

Strong experience in SCCM Administration, MSI Packaging

Possess excellent organizational, communication, customer service prioritization and documentation skills

Experience working with SCCM/Configuration Manager SCCM 2007/12.

Sizing, Design, Installation, Distributing applications, Troubleshoot SCCM/Configuration Manager servers

Installing SCCM/Configuration Manager patches as well as Windows updates on servers after testing

Troubleshoot SCCM/Configuration Manager client issues

Developing and testing Windows client Operating system master images (Windows 7/Windows 8 etc.) from the source as per customer requirements using tools such as Imagex, DISM, MDT, SCCM, Windows ADK

Work Experience

inVentiv Health Nov2013 to Mar 2017

Technical lead (Application Packaging & SCCM)

Tracking packaging requests and driving the team in delivering the application within SLA and helping them during technical difficulties.

Monitoring the request flow and reporting to the management about the project progress.

Repackaging of application using Install Shield and Wise package studio.

Ensure applying the Client Standards in the packages. Application which cannot repackage to windows installer, wrapped using Wise script for Silent installation.

Create Package, Advertisement, and Programs in SCCM.

Customizing MSI and MST as per client requirement, Developing VB script as and when required in the packaging process

Performing Quality analysis for the Applications packaged using MSI Technology and delivering an Error Free Package to the Customer, Reviewing the application, for exact requirement and communicate with the client in case of technical clarifications

Involved in Trouble Shooting and Customizations as per the standards of the Client

Working on SCCM 2012 for creating deployments for users machines and check deployments status on reports

Maintaining the patching and packages which are to be deployed

Involved in installer promotions for DEV to QA and QA to Production environment.

Validating the application in VMware workstation and Hyper-V environment.

Used third party tools like File monitor, Reg monitor, Process monitor, etc. to observe application behaviour and as part of troubleshooting process

Reviewing the team members packages before it get deliver to client

Create and update documentation of package release notes and maintaining knowledge base of known Issues and workarounds

Exxon Mobil Aug 2015 to Oct 2016

Technical Lead

ExxonMobil, the largest publicly traded international oil and Gas Company, uses technology and innovation to help meet the world’s growing energy needs. We hold an industry-leading inventory of resources and are one of the world’s largest integrated refiners, marketers of petroleum products and chemical manufacturers.

Responsible for all L2 level escalated issues of SCCM and Application Packaging, ensured to close within defined SLA

Customizing MSI and MST as per client requirement, Developing VB script as and when required in the packaging process

Worked on BMC Remedy tool and ITSM Workflow Manger, SCCM 2012, Admin Studio for creating package and distribution to the user

Creating Packages on remote machines. Resolving Conflict errors, Creating packages on Client Certified builds and testing them under Locked down client environment

Testing the applications on Win7 (ACT testing ) and applying fixes where ever necessary

Involved in Trouble Shooting and Customizations as per the standards of the Client

Packaging/Repackaging Applications using Windows Installer Technology following the Best Practices defined for the group

Creating Install/Remove Scripts (batch files) for the applications, Involving on critical issues with team (on Technical Front) and troubleshooting of application packaging challenges to ensure proper functionality of the end product.

Supporting UAT Users for UAT Testing

Responsible for technical support operations in high-volume, 24x7 environment, including supervision of 17-member technical support team Distributed around India to provide the services to area offices of client and coordination of technical issues

BB&T-Bank Apr 2012 to Oct 2013

Technical specialist

The purpose of Wise Package Studio to create automated Microsoft Installer (MSI) installation packages that are targeted at the BB&T Europe global desktop environment.

Background: It is intended that all regions will henceforth follow the same standards and processes for Application Packaging. The intent is to create a global package for each application that can be used in all regions. Language and other such configuration challenges may require customization of the global package with the application of a transform. These would be managed on need and case to case basis.

Responsible for all L2 level escalated issues of Application Packaging and ensured to close within defined SLA

Customizing MSI and MST as per client requirement, Developing VB script as and when required in the packaging process

Creating Packages on remote machines. Resolving Conflict errors, Creating packages on Client Certified builds and testing them under Locked down client environment

Testing the applications on Win7 (ACT testing ) and applying fixes where ever necessary

Involved in Trouble Shooting and Customizations as per the standards of the Client

Packaging/Repackaging Applications using Windows Installer Technology following the Best Practices defined for the group

Supporting UAT Users for UAT Testing

Responsible for technical support operations in high-volume, 24x7 environment, including supervision of 10-member technical support team Distributed around India to provide the services to area offices of client and coordination of technical issues

MGL-Bank, Australia Feb 2011 to March 2012

Technical specialist

MGL Application Packaging Services is about packaging applications using Microsoft Standard Installer (MSI) technology by including the source files and other provided resources that are required to be deployed as part of application. These packages are imported into a deployment repository and pushed onto client’s servers across the globe.

For packaging of applications we use Wise package studio 8 and for deploying the same on to client’s environment we use tools like Managed Client and also use VM Ware images to build packages

Responsible for all L2 level escalated issues of Application Packaging and ensured to close within defined SLA

Customizing MSI and MST as per client requirement, Developing VB script as and when required in the packaging process

Creating Packages on remote machines. Resolving Conflict errors, Creating packages on Client Certified builds and testing them under Locked down client environment

Testing the applications on Win7 (ACT testing ) and applying fixes where ever necessary

Involved in Trouble Shooting and Customizations as per the standards of the Client.

Packaging/Repackaging Applications using Windows Installer Technology following the Best Practices defined for the group

Supporting UAT Users for UAT Testing

Velux, Denmark Oct 2009 to Jun 2011

Software Engineer (Application Packager)

Velux is one of the largest global providers of advanced products and services that span the Daylight products, evaluation, completion, production and intervention cycles of glass and manufacture. We provide remote management support on Application.

Customizing MSI and MST as per client requirement

Developing VB script as and when required in the packaging process

Resolving ICE errors in the application.

Creating Packages on remote machines. Resolving Conflict errors.

Creating packages on Client Certified builds and testing them under Locked down client environment

Performing Quality analysis for the Applications packaged using MSI Technology and delivering an Error Free Package to the Customer

Reviewing the application, for exact requirement and communicate with the client in case of technical clarifications.

Involved in Trouble Shooting and Customizations as per the standards of the Client.

Packaging/Repackaging Applications using Windows Installer Technology following the Best Practices defined for the group

Creating Install/Remove Scripts (batch files) for the applications

Involving on critical issues with team (on Technical Front)

Troubleshooting of application packaging challenges to ensure proper functionality of the end product.

Working with Custom Actions

Working with Windows MSI Best Practices

Supporting UAT Users for UAT Testing

Primarily responsible for System centre configuration Manager (SCCM 2007)

Quadra Mar 2007 to Sep 2010

Software Engineer (Application Package) & QA

QA test for the packages to client for XP build (migrating all applications to XP)

Performing Quality analysis for the Applications packaged

Understanding the business requirements of the Customer

Involved in identifying test scenarios and writing test cases

Experience in Functional, Integration, Regression Testing

Involved in Smoke testing of an application

Identified defects, reported and interacted with package development team to resolve them.

Handled test case design and its execution

Supporting UAT Users for UAT Testing

Co-ordinating with the onshore team for System testing

Customizing application packages according to client requirement

Performing application analysis using various testing methods

Documenting observations during the packages creation

Identifying the problems in packaging and solving the issues. Also done Internal quality assurances for packages

Blue Shield of California Sep 2005 to Feb 2007

Software Engineer/QA

Blue Shield is a customer driven provider of Health insurance and financial services products.

Understanding the business requirements of the Customer.

Involved in identifying test scenarios and writing test cases.

Experience in Functional, Integration, Regression Testing.

Involved in Smoke testing of an application.

Identified defects, reported and interacted with development team to resolve them.

Handled test case design and its execution.

Packaged applications both in-house and third party applications.

Analyse Packaging requests.

Implementation of Packages using appropriate packaging tool.

Co-ordinating with the onshore team for System testing.

Customizing application packages according to client requirement.

Performing application analysis using various testing methods.

Documenting observations during the packages creation.

Identifying the problems in packaging and solving the issues. Also done Internal quality assurances for packages

Education

B.E (Bachelor of Engineering), Madras University, Chennai, Tamilnadu, India

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