Customer Service Manager

Objective

To obtain a position in a challenging environment that will allow me to expand upon my experiences and to continue to accumulate knowledge that utilizes team-work effort and enables me to make a positive contribution to the company.

Professional Skills

More than 6+ years of overall experience in the field of Information Technology

Experienced with Windows XP to Windows 7 Migration of about 90,000 Computers

Part of Windows Migration support team, performed pre and post migration

Post migration incident resolution and desktop support of clients

Skilled in using remote desktop and a related remote desktop control application

Experience with Microsoft Infrastructure Services as Active Directory, DNS, DHCP, WSUS, WDS, VPN, GPO, TCP/IP and Wins

Experience in VMware vSphere 5.5 Infrastructure with vCenters, ESXi host

Experience in managing, maintaining SCCM 2012 Servers with 1 Primary Site Servers and 5 DPs

Experience with management & administration of Citrix Xen App 6.5

Experience in Microsoft Exchange 2010 and SharePoint

Experience in creating SM9 tickets using HP System Manager Version 9

Streamlined communication between the IT and other departments by applying ITIL principles.

Works well independently, or in a group setting providing all facets of Server Administration such as troubleshooting, installations, configuration and maintenance

Hands-on experience in creating user accounts, including user rights, security and groups creation

Skilled in providing Customer and End-User Help Desk Support and resolve technical issues

Dedicated, hardworking, organized team player with a positive attitude

Detail oriented with excellent analytical, troubleshooting and problem solving abilities

Education & Technical Training

Master of Business Administration, University of Punjab

Bachelor of Commerce, University of Punjab

Business Administration/Computer support Diploma, Ottawa Business College

One year certificate of System Administration, Canadian Institute for Professional Studies Inc.

Certifications:

VCP-DCV 550 VMware Certified Professional

CCA 6.5 Citrix Certified Administrator

MCTS System Center Configuration Manager 2012

MCSA Microsoft Certified Systems Associate 2012

MCSE Microsoft Certified Solutions Expert 2012

ITIL v3 Information Technology Infrastructure Library

Professional Experience:

Technical Support and Desktop Support Analyst March 2015 – March 2016

IBM/Royal Bank of Canada

Working at RBC Command Center in Toronto to support Technicians performing Windows XP to Windows 7 migration across Canada and globally with over 90,000 Migrations and Refresh in total

Work with technicians to resolve various issues including Task Sequence in SCCM 2012, Central Configuration Unit, Outlook, Bank Applications, Cash Dispenser units, Printer, Citrix Applications & also resolve restore and backup issues using Red Dawn

Create Chicago Tickets and SM9 Tickets using HP Service Manager

Escalate unsolved problems or issues to the designated higher Desk side Support Command Center

Configured and Deployed Physical & Virtual Servers through MDT & SCCM

Checked the log files for troubleshooting purpose using CMTrace & USMT

Used HP Server Automation (HPSA) tool to Build & deploy OS images, applications & packages.

Used SCCM, DPM technologies including V2V, P2V migrations through plate spin.

Provide technical leadership throughout various projects and as well as interdepartmental initiatives

Worked closely with technology and business partners to complete solution blueprints and Infrastructure Design

Collaborated with project managers and other stakeholders to ensure smooth project execution

Ensured timely and accurate communication, resolution and escalation of issues

Migration Analyst September 2013 – March 2015

Livingston, Toronto ON

Project: Desktop Transformation (Windows XP to Windows 7 Migration)

System deployment of desktop, laptop workstation and system set-up.

Enterprise Hardware Assessment using Microsoft Assessment and planning toolkit

Encryption before Migration.

Creating Custom Migration Task Sequence for Encrypted Laptops.

Planning and Preparing Migration Checklist

Creating Golden Image for Windows7 OS as per client requirement

Hardening Guide Lines

Preparing Deployment Workbench, using MDT 2012, For Deploying Client

Operating System Images as well as Migrations

Customizing Task Sequence for Make and Model based Deployments

Driver Injection based on Specific Make and Model

Configuring MDT Database for asset based Deployments

Configuring USMT (User State Migration toolkit) based Deployment

Workbench for seamless Migration of XP to Windows 7 (LTI Deployments)

Preparing User Documentation and Administration Documentation for Site Engineers

Desktop Analyst January 2011 – July 2013

Bell, Mississauga ON

Project: Migration (Windows XP to Windows 7 Migrations Integrated with SCCM)

Technology: MDT 2012 Update 1, SCCM 2007 R3, USMT

Migration from Windows XP to Windows 7 using LTI Deployment

Configuring SCCM 2007 R3 DP's for State Migration Point as well As PXE Distribution Points

Integrating MDT 2012 with SCCM for effective Migrations and Deployments

Creating Custom Migration Task Sequence for User State Migration

Planning and Preparing Migration Checklist for Internal Teams

Creating Golden Image for Windows 7, as per the Client Hardening Guide Lines

Preparing Deployment Workbench, using MDT 2012, For Deploying Client Operating System Images as well as Migrations

Creating Media Based Deployments (DVD/ USB Based Media) for lesser Bandwidth Locations

Customizing Task Sequence for Make and Model based Deployments

Driver Injection based on Specific Make and Mode

Help Desk Support Analyst May 2008 – November 2010

Inter City Contracting, Mississauga ON

Provided advice, support and practical assistance to system users via the IT service desk telephone system and remote support software tools

Logged and processed support issues via telephone or email whilst ensuring a high level of customer service

Provided 1st line technical support, answering support queries via phone & email

Installed, modified, and repaired computer hardware and software

Cleaned up computers and run diagnostic programs to resolve problem

Resolved technical problems with Local Area Networks (LAN), Wide Area Networks (WAN) and other systems

Followed up with customers to ensure issue has been resolved

Gained feedback from customers about computer usage and run reports to determine malfunctions that continue to occur

References will be available upon request.

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