Designation: ITO Service Delivery Consultant Tier III - IDMWork experience: 12th Oct 2016 to till dateClient name: TNT, UK and The Coca Cola Company (US)RESPOSIBILITIES & ROLESManaging CA Identity Manager r12.6 SP5 along with various tools like CA Provisioning Manager (WebSphere), JXplorer, CA Directory, etc. Provided L3 Production support on entire IDM System, including user life cycle management and synchronization of end points.ServiceNow tool for Request management, Incident management, Problem management and change management.Solving provisioning issues in the end points like AD, AIX and SAP.Monitoring the systems through the AHM monitoring tool and taking immediate action when noticing alert.Handling IDM service issue and restarting the services whenever required.

• Support and development of CA Identity Manager 12.6 along with various tools like CA identity Minder Admin, CA Provisioning Manager (Java 7 SDK (32-bit and 64-bit), JXplorer 3.3, Identity Manager r12.6 SP5, CA Directory r12 SP14, IM Bulk Load Client r12.6 SP5, Pentaho Data Integration 5.3.0, WinSCP 5.5.6), CA policy express, Workpoint workflow)• Provided L2 Production support on entire IDM System, including user life cycle management of User creation, modification and termination.• ServiceNow tool for Request management, Incident management, Problem management and change management• Handling issues/troubleshooting related to access• Hands on experience on IDM Reporting tool for sharing the reports related to users, groups etc. which are maintained in IDM tool and AD• In addition, we implemented CA Governance minder in order to carry out SOX User Access review and certification by integrating applications with the Governance minder tool and launching campaigns on a quarterly basis for certification and audit purpose.

• Provisioning access manually to the users of Standard chartered in various applications categorized as channels, trade, cash management etc which covers almost 939 instances (450 applications)• Performing user access management in platform level (Windows AD)• Managing privileged accounts through PIM (Privilege ID Manager) tool• Managing access security matrix through PACT (Provisioning Access Control Tool)• Performing UVT along with Production System Support Teams for all applications• BMC Remedy tool for Request management, Incident management, Problem management and change management• Handling issues/troubleshooting related to access• Tools like Resource provisioning tool and work items used for database purposes and for reconciliation purposes• Hands on experience on Cognos Reportnet for sharing the business reports like MI, Weekly business, Monthly business, Audit logs, Log validation reports etc. • Creating Incidents for work stopper issues and effectively Coordinating with multiple teams

• Hands-on experience in Work Flow design for Role creation, Account creation, managing the account templates and policies on customization of workflow according to the requirements on COMPUTER ASSOCIATES (CA) Identity Manager and Governance minder• Recertification and Reconciliation for the all the servers• Hands on experience on Windows AD administration• Handling Incidents (Remedy) and resolve within SLA• Preparing reports to the clients like Weekly Business Report, Monthly Business Report, MIs’ and participating in the calls to give detailed explanation about the same• Support high priority applications and effectively handling Priority 1 issues• Handling the Team under the heavy volume situations to assist• Planning new resources training execution as a part of floor lead’s responsibility

• Remote desktop connection - To take the client desktop on remote for trouble shooting issues and to take the servers on remote to modify the user’s accounts and access permissions. Tools used: Microsoft Remote Desktop Connection, VNC, Dame Ware Control• Hands on experience in CA Siteminder for web application access provisioning as per the business team’s requirements• Managing users and groups on Windows 2000/2003 domain server over 3000+ users.• Configuring & Administering Active Directory & Group policy for Centralized management.• Deploying & upgrading Software using Group policy.• Implementing Backup Strategy for the Domain Controllers, File servers using Backup Utility.• Answering to technical issues/queries/requests placed by the internal customers, client teams and clients across the globe both over phone and via e-mail• First level troubleshooting of LAN/Routers/Servers.• Maintaining complete documentation of the issue and request raised by the end user along with the resolution provided, frequently updating the end user about the progress in the resolution provided for his/her issue are part of my responsibilities.• Implementing BCP testing for every quarter as per Schedule.• Well awareness of ITIL process like Change, Configuration, Incident, Problem Management.• Managing Antivirus server management to identify & rectify the Virus & Old definition workstations in the facility.• Monitoring all the servers’ components utilization (Disk, Memory and CPU) using MOM.• Installing and Administrating Windows Software Update Services WSUS for Automated Patch update.

• Troubleshooting Communication devices such as PSTN phones, Modems, Routers• Customer handling and negotiation• Have to provide technical support to the customers in UK (British Telecommunications) through voice and e-mail• Have handled High-Level Complaint cases and resolved the issue for customers• Have got Reward and Recognition in resolving customer’s issues successfully and consistently• Also taken supervisor calls and escalation calls.• Maintaining complete documentation of the issue and request raised by the end user along with the resolution provided, frequently updating the end user about the progress in the resolution provided for his/her issue are part of my responsibilities.