Worked on multiple projects to provide Software Distribution, Patch Deployment, Application Packaging, and Image Deployment services under Dell's Infrastructure and Cloud Computing Business. Role involved service management and delivery for projects assigned along with managing and training the resources.
- Managing and training the team to take care of daily operation utilizing management tools SCCM 2012, Dell KACE, JAMF Casper, MDT.
- Manage and coordinate urgent and complicated operational issues. Act as escalation point for all requests and incidents.
- Following ITIL Change management and Incident management framework and using BMC Remedy, OPAS, ServiceNow.
- Coordinating, implementing and recording UAT, Pilot and Production phases for application deployment, Image deployment.
- Working with onsite teams and resolver groups on changes, high severity incidents and representing change tickets in CAB meetings.
- Expert in customer satisfactions and improving customer relationships
- Windows7 migration project one of our existing client. Major challenge was to plan the migration of more than10000 workstations using the existing infrastructure. Setup the plans and schedule, identified potential risk and issue and suggested mitigation plans. worked with executing team to monitor the progress and sharing the daily status with internal and external stakeholders.
Achievements and Awards
- Trained and mentored new hires to effectively manage daily operations