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Manager Desktop Support

Location:
Centreville, VA
Posted:
June 29, 2020

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Resume:

Ravi Kumar Centreville VA, *****

Cell: 703-***-****

Email ID - add69l@r.postjobfree.com https://www.linkedin.com/profile/view?id=85610049

Security Clearance – Top security with Poly (currently inactive)

Summary

15+ years’ solid experience in information technology coordination on various assignments. Skilled in integration of multiple projects and programs. Proven ability to chalk out IT based project outlines and implement the same.

Received Employee recognition award for outstanding commitment to Quality service and Customer satisfaction awarded by the CIO and the IT Directors, 2014 and

Spotlight Award by the Department, 2016.

Highlights

VIP Client Relationship

Client Assessment/Analysis

Team Leadership

Financial awareness

Network Communications

Project Management

Telephony Administration

Problem Resolution

Active Directory

Report Generation

Knowledge Management

Project and Data management

WIN 10 deployment

Applications and Operating Systems

MS Project, Office 365 – 2016, MS Share point, MS Visio, IE, MS edge

Windows 7 and Win 10, with power shell,

Humming Bird DM, LogMeIn, MAC OS, HP Quality Center, Adobe Acrobat Professional and DC, Remedy, SNOW, Citrix, VPN Pulse Secure, Mobile Iron, Lookout work, WebEx

Education and Certifications

University of Delhi — Bachelor of Science, 1982.

Major: Physics, Chemistry and Mathematics

Pursuing Cyber Security Certification.

Microsoft and other Certifications

MCSE, MCTS, MCITP, MCSA, VTSP and VSP 4.0, EMC Pro, LANDesk, A+

NCSA Certifications

Win 2K Pro, WinXP Pro, Win2K Server, Win7, Word2007, Office2007, Computer Hardware, TCP / IP

Lenovo Warranty Support Certified Engineer

RXWA1-R1, RXWT1-R1, RDD07-R1, RTD07-R1, RVD01-R1, RXWT1-R2, RXWA1-R2, Wipro Peripherals Certified Engineer

Experience

BAE SYSTEMS, MANASSAS VA – OCTOBER 2018 TO PRESENT

Sr. IT Field Engineer Lead

Leading a team for the deployment of Windows 7 to Windows 10 Laptops and desktops.

Prime POC for the users across the facility of about 500 users

Imaging and Deploying HP and Dell Laptops and Desktops with WIN 10.

Working closely with the C-Level staff across the facility.

Single point of escalation for any issues arising during the refresh in front of the Management.

Asset management and issues tracking in Remedy. Moved to Service Now.

Closely working with the Help Desk in documenting the issues raised during the Refresh and in day to day routine.

Communication and resolution on the issues.

Working closely with the engineering team and the application owners and provide smart-hands support to the end users in troubleshooting, functionality and integration, including local and network printers and peripherals.

Vendor management (HP and DELL) and managed the team for deployment.

Configuring Cisco Connect on the BAE systems.

Resolving issues for the remote users with Bomgar.

MVS INC. WASHINGTON DC – AUGUST 2018 TO OCTOBER 2018

Support Lead at the Government of District of Columbia

Washington DC – Office of the Chief Financial Officer

Laptop and Desktop REFRESH (WIN10)

Led a team for the deployment of Windows 7 to Windows 10 Laptops and desktops.

Imaging the Dell Laptops and Desktops.

Worked closely with the OCFO members across Washington DC.

Single point of escalation for any issues arising during the refresh in front of the Management.

Liaise with the HD and the engineering team and the application owners and provide smart-hands support to the end users in troubleshooting, functionality and integration, including local and network printers.

Group Policy updates (GPO)

Resolving the Remote Access issues (Pulse Secure) with the users.

Configuration of One drive, Skype for Business and resolving Office 365 issues arising during the Windows 10 Deployment.

INTERNATIONAL MONETARY FUND – FEB 2012 TO JULY 2018

Project Coordinator / Support Manager / Lead – August 2016 to July 2018

PC Laptop, Desktop REFRESH (WIN 10)

Conduct regular coordination meetings with all stake holders and initiate process changes as and when needed

Implement project management controls in collaboration with the project consultant

Manage the workflow of tasks, activities, queries, issues and requests made to the respective team (using SNOW - tracking database, etc)

Single point of escalation for any issues arising during the refresh in front of the Management.

Extensively working with the users to assist with Citrix and VPN Pulse Secure.

Actively worked on the Mobile upgrade deployment (iPhone and iPads) and users own other smart phones and Tablets.

Working with Mobile iron and Lookout work for mobile security.

Establishing and maintaining excellent relationships with Business partners / Client Support groups.

Active participation in process improvements / automation / enhancements to current activities during WIN 10 Deployment.

Heavy data management analysis, review and decisioning while leading day to day activities

Vendor management and managed the team for deployment.

Accomplishments:

Conducted technical assessments and IT forecasting at every stage in the project life cycle.

Completed a 10 days Mission to South Africa (Pretoria) to deploy 40 computers to the Resident Representatives during the Retreat from the African Countries to South Africa.

Successfully completed the Res Rep retreats at the HQ.

Achieved 100% success and satisfaction survey from the staff members.

100% of the laptops and Desktops for the fund staff (Including the Remote Offices) has been successfully deployed.

Support Manager / Lead – August 2015 to August 2016

Office 2016 Upgrade and Deployment

Coordinated project schedules and interacted with all stake holders constantly

Initiated scope changes as per project demands and communicated the same to the project team

Led a 20-member team to upgrade MS Office 2007 to MS Office 2016 (offcie365) assets for ~6000+ staff members at Headquarters and ~120 Remote and Regional Offices.

Track all app quality issues and provide metrics reporting on progress to the management.

Assisting the users with their mobile devices for the fund applications and functionality.

Generating Data Reports based on the criticality of the issues reported by the clients

Managed deployment with software applications integrated with Office 2016 upgrade with providing Tier 3 support for the project.

Successfully completed the Project with 96% satisfaction survey by the Fund staff.

Accomplishments:

Successfully completed the Res Rep retreats at the HQ.

Achieved 100% success and satisfaction survey from the staff members.

100% of the laptops and Desktops for the fund staff (Including the Remote Offices) has been successfully deployed.

Field Office IT Coordinator - Group Lead – July 2014 to Apr 2016

Coordinated in opening and relocating the Remote and Regional Offices across the globe, with a team of six members working in close collaboration with area departments and real estate management.

Tracked ~1,200 IT assets for ~900 users globally.

Managed ~$1 million contracts with ~60 ISP and communication providers which included satellite phones and UN radios as part of security measures for high-risk locations.

Initiating and establishing master data standards and catalog management procedures in private software applications for the Remote office clients

Attending client calls to discuss the maintained spreadsheets about Asset and Client Data, proposed fixes and handled KPI's of the project

Deployed secure, on-demand video conferencing to enable daily consultations and collaborations among the several remote and regional offices and to Headquarters, without loss of productivity. Currently, usage averages ~2,400 hours per month.

Consolidated ~400 desktop monochrome printers into ~170 network color printers, resolving the critical issues at the management and engineering level and reducing operating cost by ~$1 million/year.

Managed ~500 remote user support incidents per month, with strong emphasis on representing their interests via a single point of contact at Headquarters.

Team of 4 technicians remediated ~1,000 user support issues arising from initial deployment of Microsoft Office 365 to ~1,500 users — including ~50 VIP users — at Headquarters, as part of first major Microsoft Office Suite upgrade in 6 years.

Project Manager – June 2013 to July 2014

PC Laptop, Desktop, Monitor, and Mac Refresh

Led a 25-member team to replace IT assets for 6000+ staff members at the Headquarters including ~120 Remote and Regional Offices. Allocated and replaced ~11,000 assets, per Fund priorities and policies.

Multiple projects successfully concluded over 14 months and within allocated budget of ~$11 million.

Led deployment with ~400 software applications and Tier 3 solutions for ~2,000 user support issues per month, including remote connectivity and video conferencing solutions.

Actively working on the Mobile upgrade deployment (iPhone and iPads) and users own other smart phones and Tablets.

Working with Mobile iron and Lookout work for mobile security.

Planned, coordinated, and communicated with cross-functional teams, including desktop infrastructure, server, networking, document management, email and web teams, etc.

Maintained comprehensive and authoritative knowledgebase of personnel, assets, locations in remote and regional office database, including direct access by IMF Security in case of emergency situations.

Senior Desktop Support Specialist – Feb 2012 to May 2013

Created internal knowledge base covering ~50 top issues to support team’s timely support of Microsoft Vista users.

Optimized PC hardware and software performance issues for ~500 select VIP users at Headquarters, as initial steps until eventual PC refresh.

Delivered over ~20 recommendations to planning, engineering, and testing groups for subsequent migration of PCs and applications.

Leveraged hardware certifications to provide rapid and onsite Tier-3 break-fix support for IBM Lenovo ThinkPad’s and desktop hardware issues.

Ensured application designs were consistent with industry best practices, including scalability, availability, maintainability and flexibility.

TRAVELERS INSURANCE – SEP 2011 TO FEB 2012

Project Coordinator - Desktop / Server Portfolio – Senior Desktop Subject Matter Expert

Led a 15-member team with Server and desktop portfolios for testing, verification, and updating software packages, security patches and hardware updates for pilot testing before rolling out into production to support quality assurance efforts in Infrastructure Testing Center.

Performed Pareto analysis and failure mode and effects analysis on change requests to identify deployment impacts and write test cases for test plan.

Executed the test plan for the change requests.

Reported results and metrics required by the test plan with the RCA.

CAPITALONE BANK – FEB 2011 TO AUG 2011

Project Manager / Coordinator (Application Architect Level III)

Successfully delivered the Connext Migration Project to integrate ~6,000 hardware and software assets of ~3 financial institutions merging into, or acquired by, CapitalOne.

Led a 15-member team of engineers and onsite Remote technicians.

Created internal knowledge base to support multiple teams providing rapid and timely onsite problem resolution on nationwide basis.

Managed and remediated print management with the team of engineers on Windows 2008 servers and Windows XP to migrated PCs.

Managed the team performing the root cause analysis of applications failing after migrating to the CapitalOne Financial domain with the application owners.

Successfully completed the project one month prior to target date and within budget.

MVS INC. WASHINGTON DC – MAR 2007 TO FEB 2011

Project Coordinator

Led 10-member team to replace computer assets for 2000+ staff members across the Government of District of Columbia agencies ~50 agencies with the asset management.

Managed the VOIP projects with Department of Health & Mental Hygiene in the State of Maryland (Teamed with Presidio Network Solutions)

Managed and created required reports in response to IT and business needs.

Single handedly managed the ITSA (IT Staff Augmentation) contract with the District of Columbia in conjunction with OST Global Inc. including RFQ’s

MEGA-TECH INC. MCLEAN VA – FEB 2001 TO MARCH 2007

Systems Engineer / Senior Sales Executive

FRANKLINS PRINTING - 2000 TO 2003

Tier 2 Technical Support (Part Time)

COMPUSA - 1999 TO 2001

Technician Hardware Manager

FRONTLINE OFFICE AUTOMATION - INDIA – 1993 TO 1999

PERTECH COMPUTERS LTD. – INDIA - 1993 TO 1997

Techcare Manager / Customer Support Engineer



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