Management Support
Resume:
Alok Kumar Sa
(ph. 952-***-****) *******@*****.***)
Objective: To contribute a strong background in solutions development and implementation, along with a drive for exemplary performance in service execution to your organization within IT Services, Application, Infrastructure and Environment Support
Professional Profile
• An experienced technology professional around 10 years background in end-user IS Support Services in an integrated business environment across multiple IT platforms
• Proficiency in Desktop Management with Application Support and Project Management skills to coordinate the successful delivery of services in an effort to effectively optimize business performance
• Excellent interpersonal and communication skills in relaying technical concepts while working with a variety of IT audiences to skilfully analyse and remediate local and remote incidents
• Skilled implementation of asset management, desktop troubleshooting and solutions at an enterprise level through collaboration with diverse technical and business teams within an IT shared services environment supporting multiple office locations
Technical Proficiencies:
• Software/Hardware Conflict Resolution, Altiris, Application packaging,VPN Configuration, RSA Token User Administration, System Integration / Data Migration Process, Knowledge of Network/System Administration, End-to-End Workstation set-up(Laptop/Desktop), Testing/Trouble shooting, Active Directory, McAfee Suite, MS Office Suite, Windows OS Support, Patch management Break-fix, Remote Administration Tools, SCCM, Dame Ware, USMT 4.0, Norton Ghost, Lotus Notes, Visio, Citrix Xen-Desktop,Microsoft Outlook User Administration, Application Support, Office 365,Windows XP,7 and 10.Mac Support, Service Now, Remedy.
• Process Design and Documentation, Vendor Management Process, Business Process Optimization, Budget and Forecasting, SharePoint Data Management, Project Management
Professional Experience
Tata Consultancy Services-Desktop Support and Application Maintenance – July 2013-current (Dallas-TX)
• Created and managed job requisitions through the use of incident, change, fulfilment and configuration management tools (Service Now) and associated processes to provide technical resolutions to incidents and work requests as per SLAs
• Excelled in guiding the work of technical teams. Articulated project goals and scope, translated business needs into technical terms, prepared detailed work breakdown structures (WBS) and instilled shared accountability for achieving project milestones
• Serves as liaison between computer system users, stores, customers, and the Information Services department to resolve issues.
• Monitors Service Now tickets to ensure detail and consistency of information, provide feedback and training as needed
• Act as contact between the District Manager, Zone Vice Presidents, and Store Managers for handling user/store issues and escalations
• Coordinating with helpdesk leads and SMEs to ensure consistent user/store support on high severity issues
• As needed performs problem analysis, problem determination and problem resolution for computer system users in client site. Supporting all store systems. Store systems include, but are not limited to, Point-of-Sale, RF guns, Frame Shop, In-Store-Processor, networking, and telephone systems and ongoing project rollouts that add new equipment to store locations or corp sites.
• Troubleshoot unsupported software, performed installations and configurations through collaborating with external vendors and internal teams to provide sustainable operational support for onsite hardware and software infrastructure to over 6000 end-users (Including Store users)
• Managing Store user accounts and movements between the domains.
• Configuring Network Printers on Servers (Corporate and Store)
• Managing and troubleshooting AD users login problems for Corp and Store users.
• Support of all store and customer facing hardware (POS, desktops, servers)
• Installing and Upgrading Software Packages for Store and Corp users.
• Managed project reports and communications by analysing and comparing system performance with set standards through conducting inspections to ensure smooth functioning of the technical framework, installed systems and devices
• Remotely diagnosed, troubleshoot and recommended fixes on affected systems in addition to automating software application installs for local and remote users
• Managed Active Directory accounts and group’s policy settings as well as reassigning associated assets to relative OUs to ensure separation of domain rights and access was maintained
• Performed custom reimages of computers from Windows XP to Windows 7 using SCCM build tool, executed Win 7 command prompts to backup, retrieve and restore data, and update group policy so as to ensure uncompromised asset utility
• Remediated virus infections on affected clients by utilizing McAfee Endpoint Console in Safe Mode to discover and remove virus-specific files in order to eliminate the threat of propagating to other systems
• Involved with Desktop Support and Management.
• Proposing and implementation of Service improvement plans.
• Was a part of the transition team
• Proactive in problem solving and continuously look for improvements on existing application/process
• Worked on complex problems where analysis of situations or data requires evaluation of intangible variance factors
•Maintained and protected network shared drive and company’s network including firewall
•Used Project Management principles and processes for all projects
•Translated business visions into actionable IT activities
•End Users Computing including VIP users (CEO,VP and Directors)
•Handle escalation calls and provides direct support to VIPs.
•Troubleshot unsupported software, performed installations and configurations through collaborating with external vendors and internal teams to provide sustainable operational support for onsite hardware and software infrastructure to over 1000 end-users.
•Performed custom reimages of computers from Windows XP to Windows 7 using SCCM build tool, executed Win 7 command prompts to backup, retrieve and restore data, and update group policy so as to ensure uncompromised asset utility.
•Remotely diagnosed, troubleshoot and recommended fixes on affected systems in addition to automating software application installs for local and remote users
Tata Consultancy Services-Desktop Support and Application Maintenance -( Minneapolis-USA)
May 2012 – June 2013
• Created and managed job requisitions through the use of incident, change, fulfilment and configuration management tools (Remedy) and associated processes to provide technical resolutions to incidents and work requests as per SLAs
• Troubleshot unsupported software, performed installations and configurations through collaborating with external vendors and internal teams to provide sustainable operational support for onsite hardware and software infrastructure to over 2000 end-users
• Managed project reports and communications by analysing and comparing system performance with set standards through conducting inspections to ensure smooth functioning of the technical framework, installed systems and devices
• Remotely diagnosed, troubleshoot and recommended fixes on affected systems in addition to automating software application installs for local and remote users
• Managed Active Directory accounts and group’s policy settings as well as reassigning associated assets to relative OUs to ensure separation of domain rights and access was maintained
• Performed custom reimages of computers from Windows XP to Windows 7 using SCCM build tool, executed Win 7 command prompts to backup, retrieve and restore data, and update group policy so as to ensure uncompromised asset utility
• Remediated virus infections on affected clients by utilizing McAfee Endpoint Console in Safe Mode to discover and remove virus-specific files in order to eliminate the threat of propagating to other systems
• Involved with Desktop Support and Management.
• Proposing and implementation of Service improvement plans.
• Was a part of the transition team
• Network Printer and Avaya phone setup along with troubleshooting.
Desktop Support and Application Maintenance -India
July 2008 – April-2012
• Optimized the performance of client computers by performing OS and data migration, installing and running security software, downloading and applying windows system updates, and other support processes
• Addressed break-fix issues, hardware upgrades, including adding peripherals.
• Troubleshot and resolved 100% desktop escalations via remote technologies, desk side and telephonic support
• Created, tracked, resolved and closed escalation tickets, and coordinated build status and ticket updates with team lead
• Conducted investigations into areas not meeting quality standards and analysed the discrepancies so as to provide and recommend solutions to senior management
• Performed remote OS migration from Windows XP to 7, and installed user specific software via select servers on 500 plus local and remote clients using Altiris DS, under 6 weeks
• Work station replacement, moves, new user setups as per SOP and SLAs to support organizational resource needs
• Configured and activated client VPN, email programs and custom applications via utilizing Dame Ware and RDC
• Incident workflow management (HPOM) from logging to complaint handling with the goal of resolving 100% of system escalations
• Was a part of Transition team
• Adherence of ITIL processes
• Generate daily weekly and monthly report on support activities
• Analysis of repeated problems& doing root cause analysis on fortnightly basis.
• Supported and worked on various applications like Tivoli Work Scheduler, VERITAS net backup,HP OpenView,Netcool,
HCL Comnet
Senior Analyst (L2-Desktop Support)
Feb 2008 – June 2008
• Offshore desktop support, including new user training/orientation and set-up
• Performed basic repairs and operating system upgrades /re-imaging
• Remote user-specific software installations, data recovery and network management on all sites
• Installed, configured, troubleshoot, supported, and maintained PC Software
• Configured user accounts and passwords and resolved PC utility conflict escalations
• PC software trouble shooting, Application Installation, MS Office Installation, Windows XP/Win2K/Win2k3 OS installation and troubleshooting, Remote Infrastructure Management. Second Level Diagnosis.
• Situation Management and communication handling during major Outages by escalating issues to higher management and interacting constantly with vendors to get issues resolved with in derived service level agreements
Patni Computers
Analyst (L2-Desktop Support)
Sep 2007 – Jan 2008
Optimized the performance of client computers by performing OS and data migration, installing and running security software, downloading and applying windows system updates, and other support processes
• Addressed break-fix issues, hardware upgrades, including adding peripherals.
• Troubleshot and resolved 100% desktop escalations via remote technologies, desk side and telephonic support
• Created, tracked, resolved and closed escalation tickets, and coordinated build status and ticket updates with team lead
• Conducted investigations into areas not meeting quality standards and analysed the discrepancies so as to provide and recommend solutions to senior management
Bharati Teletech
Tech Support (L2-Desktop Support)
Nov 2006 – Aug 2007
PC software troubleshooting, Application Installation, MS Office Installation, Windows XP/Win2K/Win2k3 OS installation and troubleshooting, Lotus Notes 6.5 configuration & troubleshooting. First Level Diagnosis and resolution of Network related issues
• Interacting with client on a regular basis for daily critical issues and updates which includes conducting daily conference calls for discussing previous day’s issues
• Identifying the root cause of network outages and troubleshooting routers, switches, wireless access points, circuit issues with circuit vendors.
• Responsible to initiate /execute /close change requests in their respective domains.
• Responsible for uptime of servers/services all time.
• Customized vendor specific software resolutions.
Education, Training and Certification
• Bachelor of Engineering in Electronics & Telecom from Biju Patnaik University of Technology, Rourkela, India (2005)
• Training on SCOM 2009 installation and Configuration
• Microsoft Certified 70-270,70-290,70-291,70-686 and 70-680
• ITIL V3 Certified
• VMWARE 5.5 certified
Visa Status
H1B (Valid till April 2017)
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