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Tata Consultancy Services
- Service Delivery Manager @ LafargeHolcim
Puteaux
2017 - maintenant
Highlights
• Responsible for a team of 12 based out of France (Paris & Lyon) to handle operational/technical deliveries.
• Established and managed the Onsite support services in Western Europe
• Provide simple and practical solutions to address most complex challenges/issues faced by the customer and things that could make the life of an End User simple.
• Provide operational oversight of IT managed services including Service Delivery, Transition, Account mgmt & SLA
• People Mgmt of my team and handle performance mgmt to focus on development plans for each member of the team.
Job content:
• Deliver medium/high complexity infrastructure services to our customers from initiation to checkout and delivery. Towers Includes ServiceDesk, EUC & DC and the Platform includes Windows, DB, Network, Linux, Storage & VMs.
• Governance, SteerCO, Operational responsibility to Produce delivery plans, minutes, status reports, KPIs, and risk logs, Major Incident handling, Decommission of legacy systems & Coaching and mentoring of colleagues.
• Develop the operational deliveries to ensure a service delivery of high quality and flexibility ,including building processes and procedures to standardize and simplify their work.
• Provide day to day support of our delivery services to meet our service level agreements and also Responsible for achieving Service levels as per SOW.
• Build a trusted partnership with clients. Ensure timely delivery of IT solutions aligned to the client’s requirements while supporting the strategic objectives of the organization.
• Maintains quality of service by supporting & adhering to organizational standard operating procedures.
• Created and managed the improvement plan for the service optimizations & engineering activities
• Managed Local DC consolidation Programs and create SLA based service delivery
• Established and Managed Risk trackers and mitigations and the service board with customer
• Managed and delivered the all the contractual obligations
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Tata Consultancy Services
- Technical Lead @ Carlsberg Group Client
Puteaux
2013 - 2017
Highlights
• As a SME for the End user computing stream managing 48 technicians across 14 European countries, successfully performed a seamless transition of the EUC services from IBM to TCS.
• Played a pivotal role in Successfully implementing the SCCM 2012 and covering a wide scope of services that includes Workstation IMAGE Management , Desk side services , Application Packaging , Mobile Device Management , VIP support , Remote support services , Patch Management , Antivirus Management and Print as a service etc.
• Managing service deliverables for end user computing team, Operational governance, client interactions, Customer Review Meetings and handling escalations & Task Force.
• Successfully Migrated SCCM infrastructure from 2012 to current Branch.
• Successfully implemented Win 10 Project without any deviation.
• Responsible for EUC operations ( Engineering Activities like image, SCCM etc, Application Packaging, Print solutions, MDM, MTM, Remote Management team, Resource Management, Vendor & commercials)
• Implemented many cost saving plans.
• Successfully completed France Data centre decommission project.
• McAfee rollout & Office 365 Roll out.
• Customer was reporting Network issue in Rheinfelden, Switzerland location for more than 5 to 6 years. I have visited the location for two days to understand the exact issue and published dashboard with the exact issue & mitigation plan and also received appreciation from customer.
Responsibilities - Project Management
• Handled various critical Hardware & Software Refresh projects, which involves deriving the project plan, coordinating with client, technical resources, application teams and third party vendors(across various Europe regions)
• Responsible for overall delivery in France & other Western Europe Countries in the form of reporting and representing to client on frequent basis.
• Responsible all the EUC projects to complete on time (EX: Windows 10, Service Take Over, SCCM Migration, Distribution point implementation, Repackage all 32 bit package to 64 bit package, free software portal etc.)
• Coordinated with Client, Onsite Applications Teams and Offshore support team to complete the project in time.
• Responsible for Asset/Capacity management for the devices in all the 14 WE regions
• Prepared & Presented Weekly/Monthly performance and governance reports, Review PPT, Dashboard reports to client.
Responsibilities – EUC Operations
• EUC Knowledge transition from previous service provider to take care over the project.
• Respond to requests and problems including installing, monitoring, diagnosing, repairing, maintaining and upgrading 4000 Desktops 7000 Laptops ,150 Thin Clients, 1500 IPADs and 1000 Multi-functional printers
• Involved in Printer migration project from Lexmark to HP printers and assisted users for printer related issues like Paper Jam, Replacement of Maintenance Kit, Replacement of Cartridge, Printer movement and Driver related issues.
• Effectively made recommendations to IT users on selection of hardware and software based on requirement.
• Installed and maintained Windows and desktop software, service packs, patches, and anti- virus updates.
• Worked on compliance activity for Patch management and Antivirus definitions based on shared report.
• Managed end-to-end assets inventory through Service now and refreshed desktops, Laptops that are in end of their life cycle.
• Provided support in setting up audio and visual technology for conferences and meetings.
• Created detailed Knowledge base articles for known issues and shared with service desk and other onsite supporters
• Lead, guide and mentor less experienced staff.
• Taken care of end-to-end responsibility of SCCM 2012 environment, which includes availability of SCCM servers, OSD, Antivirus management using SCEP, Application and patch deployment.
Responsibilities - Data Center Facility Manager
• Responsible for France operational issues, which covers 60+ Servers(Linux, Windows, AIX & etc.),Storage and Network devices
• Responsible for Monitoring the Refresh cycle of the servers and initiated the project based on deadline.
• Responsible for the Access control records of DC and also responsible for the DC access with respect to third party vendors and Server teams.
• Responsible for the Data back up and Tape tracking system
• Responsible for DC audit and its reports
• Updated and Maintained the Device list details of DC
• Coordinate with cabling vendors, device vendors and facility vendors to complete the required tasks in time.
• Responsible for server racking & support in new server build.
• Responsible for Data center SLA
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Tata Consultancy Services
- Lead Engineer @ Jaguar Land Rover Client
Puteaux
2012 - 2013
Technical lead in PC Asset operations Team (End User Services Tower) at Jaguar Land Rover.
Highlights
•Implemented various solutions for PC renewals program (Like for like renewal).
•Supported for 5 Major and 6 satellite JLR sites.
•Implemented many service improvements & cost saving plans to stream line the renewal process.
Job Content
•Leading a 12 member configuration team and providing support to the projects relationships across all the JLR sites on Laptops, Desktops, Workstations and Mobile Workstation etc in UK.
•The scope of this project is to replace all the assets that will be more than 3 years of age. Warranty of asset or have a lease expiry date of no later than the 31/03/2014. Replacements of 5148 assets are under scope of this project. Need to identify the exact asset type (16 asset Types are available) to process for the like by like renewal.
•Analyzing project requirement for Incremental, New starter and parts deployment for hardware procurement and also capacity planning to reduce the procurement.
•Troubleshooting legacy software’s in new hardware and Win 7 OS.
•Testing and implementing new images in all the hardware and supplier hardware’s with JLR image.
•Implemented different data transfer solution based on the JLR environment to minimize the resource time in renewing the assets.
•Migrated DB server from Freenas to windows server to have standard backup process.
•Resource planning for different site renewal programs.
•Managing Remedy queue & Troubleshooting & configuring Google mail and outlook mail.
•Installing and Managing SafeGuard Easy (Encryption software) and ensure 100% in all the laptops.
•Managing SCCM related activities & software delivery system admin(SDS Admin) tool
•Resolving escalated issues from Installation Engineers and offshore team.
•Owner for all TCS procured logistic items and Dell Try & Buy assets.
•Ensured all the assets are wiped (GDisk) before the disposal schedule.
•Printing Laptop authorization cards for associates
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Tata Consultancy Services
- Windows Server Administrator
Puteaux
2010 - 2012
L2 Remote Management Windows Team (Windows designing, implementation and operations)
Job Content
• Managing and maintaining Windows Servers across TCS Chennai locations.
• Server Event log management and PRINT management.
• Installation, Configuration, Administration of Windows Server 2003, Windows Server 2008.
• Troubleshooting Active Directory, DNS, DHCP, PRINT and User Administration.
• Troubleshooting SCSI, RAID, Server Hardware.
• Troubleshooting IIS, Group Policy.
• Maintaining Remote Console Login controls - KVM, DRAC and ILO for server related activities.
• Server Consolidation/Sizing (Migrating Physical server to VM), Server Setup and Implementation for new ODC’s.
• Server Administration-ensuring 100% uptime of servers.
• Server hardening and inactive computer accounts.
• Installation of ESX and support for L1 activities of VM administration and having knowledge in MDT.
• Server Availability & Utilization reports (capacity management) on daily / Weekly / Monthly basis.
• Monitoring of Servers event log and server performance.
• SCCM related activities and troubleshooting.
• Conducting periodic BCP drills for Business continuity and Participating in security audits & closing the observations and gap. Doing BCP for PRINT, DHCP, ADC and websense Proxy.
• ESM compliance \ Patch compliance and VA closures.
• Resolving escalated issues from server L1 team and desktop L3 team.
• Taking Windows Induction & E1 Training to New Joiners
• Participated in different Audits.
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Tata Consultancy Services
- IT Service Delivery Owner
Puteaux
2009 - 2010
Worked as Service Delivery Owner & Windows Server Administrator in Tata consultancy services - Chennai Corporate Office (Cathedral Road, Chennai)
Highlights
• End to end Service delivery for TCS Chennai corporate office.
• Received many appreciations from Senior Management & VP users.
• Received TCS GEMS
• Received On the spot award for Open office rollout.
• Received Best Performance award from Internal ITIS for the year 2009.
• Consolidated Cathedral Road Data Centre.
• McAfee endpoint encryption manager.
Job Content
• Infrastructure Support, Windows Administration.
• Managing of the user accounts in the DC and Problems related to account lockouts and password resets.
• Installing and Managing ( McAfee )Disk Encryption Software (DES) in Laptop
• Troubleshooting Desktop\Laptop\server hardware issues.
• Lotus notes 6.5 & 8.0.2 and MS Outlook configuration and troubleshooting
• Troubleshooting network related issues and senior user queries.
• Configuring & managing DHCP, Printer & Print server, patch Management for Servers, Laptops & Desktops.
• Server RAID configuration and various Windows server OS installation
• File server share folder ACL implementation & management
• Backup management using ntbackup & handling DAT tapes.
• File Quota management and File screening in file servers using windows server R2 tool kit
• Video conference support and Troubleshooting VOICE related issues. Have Knowledge in Avaya VOICE.
• TCS Chennai SPOC for Road show event support for senior managements like CEO, Vice Chairman, Corporate events.
• Implementing the DES, RFS, and VPN for laptops.
• Installing and troubleshooting Desktop and Laptop Option (DLO) Agent in laptops for data backup in laptops.
• Coordination with different vendor support (IBM, HP and Dell).
• Provided accurate solution to the user with regard to process and policy.
• Laptop checklist for Executive/ VP users.
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Tata Consultancy Services
- Technical Support Engineer @ Eli Lilly Client
Puteaux
2007 - 2009
PC Asset operations Team (End User Services Tower).
Role Lead Engineer
Highlights * Implemented various solutions for PC renewals program (Like for like renewal).
* Created Operational Procedural Document for PC Renewals Team.
* As a SME, received knowledge transition from existing contractors in short span of time before the project sign off.
* Implemented many service improvements to stream line the renewal process.
* Implemented many cost saving plans.
Job Content * Leading a 12 member configuration team and providing support to the projects relationships across all the JLR sites on Laptops, Desktops, Workstations and Mobile Workstation etc in United Kingdom.
* The scope of this project is to replace all the assets (Desktop/Laptop/Workstation) that will be more than 3 years of age. Warranty of asset or have a lease expiry date of no later than the 31/03/2014. Replacements of 5148 assets are under scope of this project. Need to identify the exact asset type (16 asset Types are available) to process for the like by like renewal.
* Analyzing project requirement for Incremental, New starter and parts deployment. ;
* Testing and implementing new Dell hardware's. ;
* Troubleshooting legacy software's with new hardware and Windows 7.
* Managing and implemented ACL for all the data servers in JLR.
* Testing and implementing new images in all the hardware and supplier hardware's with JLR image.
* Implemented many service improvement plans for discovering the asset details for the PC renewal programs.
* Analyzing project requirements for hardware procurement.
* Implemented different data transfer solution based on the JLR environment to minimize the resource and time in renewing the assets.
* Implemented capacity planning to reduce parts procurement in JLR.
* Migrated DB server from Freenas server to windows server machine to have standard backup process.
* Maintaining the 100% SLA for the reported incidents. ;
* Configuring the various RAID Levels in servers based on the requirement. ;
* Resource planning for different site renewal programs. ;
* Conducted trainings to offshore team. ;
* Maintained all the metrics reports, weekly and monthly reports.
* Troubleshooting and configuring Google mail and outlook mail.
* Consolidated all the imaging servers and implemented high availability server for the imaging process.
* SCCM related activities and troubleshooting. ;
* Troubleshooting Desktop\Laptop\workstation hardware issues.
* Installing and Managing SafeGuard Easy (Disk Encryption software) and ensure 100% in all the laptops.
* Managing Remedy queue for all the reported incidents. ;
* Managing software delivery system administrator (SDS Admin) tool and SCCM for software pushing.
* Resolving escalated issues from Installation Engineers and offshore team.
* Configuration of local & network Printers. ;
* Supported for 5 Major JLR sites and 6 satellite JLR sites in England. ;
* Coordination with dell for all the technical support. ;
* Owner for all TCS procured logistic items and Dell Try & Buy assets.
* Ensured all the assets are wiped before the disposal schedule. Tool which I used for Disk wiping is Gdisk.
* Printing Laptop authorization cards for associates. ;
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Caretel Infotech Ltd
- Senior Customer Support Executive
Massy
2005 - 2007
Joined as a Customer support Representative in Caretel InfoTech Ltd (DSS Mobile communications LTD) and Promoted as Sr. customer support executive of the most remunerative and productive Inbound Call Center activities in Chennai, India
Answering calls from different customers for various issues & Products where I learnt about the customer satisfaction.
