Responsibilities:   • Managed a Mac Engineering team size of 5 members. • Responsible for maintaining 100% SLA metrics for entire  Incidents. • Made sure we followed an Agile methodology for every project. • Played a crucial role in JAMF Pro to WorkspaceOne Migration. Migrated over 12k devices globally. • Responsible for migrating over 1500 Applications from Jamf to Workspace One.
Responsible for packaging applications, verifying and deploying via WS1. • Responsible for testing and verifying Workspace One patch upgrades. • Have created and worked on many dashboards in Workspace One. • Managed to create multiple intelligences in Workspace One. • Responsible for maintaining 100% SLA metrics for Incidents.
Responsible for making sure the Changes Activities are completed within the scheduled planned dates effectively. • Responsible for maintaining 100% compliance on Security updates. • Responsible for maintaining 100% compliance on Enterprise Core Applications. • Managed the entire Adobe infrastructure for Verizon designers.
Responsible for assigning and removing Adobe License to the users. • Created an Adobe Internal Update Server for users to download the updates via our internal server.
Responsible for reducing internet bandwidth and providing a seamless upgrade experience for Adobe users. • Responsible for testing a Rights Management tool called BeyondTrust Jump Client - Bomgar.
Responsible for downgrading all Admin users to Standard users via a bash script through WS1. • Responsible for maintaining Ekran infrastructure for Verizon India Employee.
Responsible for migrating all users from the old Ekran Data Center to the new Data Center. • Responsible for testing and implementing Accops HighSecure tool. • Managed the USB access requests for all Verizon Employees.

Responsibilities: ·   Involved in MAC builds across various regions, more knowledge on MAC X OS. ·   Hands-on experience on JAMF Software Service and Casper Suite. ·   Involved in MAC application packaging using JAMF Composer and looked at MAC other issues.  Configuring Outlook, setting up user profiles in MAC machines. ·   Creating Policies in JSS and scoping it to various computer groups. ·   Pushing updates and applications to all MAC groups in organization. ·   Involved in testing Sierra Beta version and implementing it across the organization. ·   Managing more than 100 print servers and providing support for creation and deletion of print queues.  Creating change in Service and migrating many servers. ·   Providing various levels of access to the user in IDM according to the role. ·   Administering published application access, resolving MAC OS related issues.·   Planned, coordinated and completed installation of Printer Logic software to replace Physical print servers. ·   Planned, coordinated and completed installation of Cisco Any connect for all client machines for VPN access.·   End User support for all Functional and Programming Team members for each upgrade, plan and execute allotted work within deadlines and maintain records of daily tasks. ·   Maintain accurate documentations for system installations, configurations, upgrades and disaster recovery activities. ·   Provided L3 Support for all website compatibility issues in Internet Explorer 11 and Java as well as creating Java Rulesets for application not compatible with Java versions. ·   Actively involved in updating Symantec End Point Protection on over 30000 Machines.

As Level 2 Support:  •  Supporting and analyzing Tech support agents with respect to their customers handling skills. •  Worked on improving the support teams of Soft Skills, Interactive Skills, Customer handling & Effective communication of the agents on the floor. •   Adding removing or updating user account information, resetting password. •   Leading agents into Quality in terms of both calls and the process. •   Packaging weekly database and pushing it to the MAC user group. •  Maintaining a repository of Application details and ensure are all up to date with MAC OS version •  Analyzed and tracked Programs of Customer Satisfaction & Employee Satisfaction Surveys. •   Responsible for meeting targets and achieving process metrics. •  Organizing team huddles, provide process updates and motivating and facilitating team members to attain their metrics / targets. •   Testing new applications in MAC devices and analyzing the issues. •   Prioritizing issue depending on the Application and Environments criticality. •   Assigning tickets to developer for the Application Bugs/Defects. •   Routing the Defect if issue is not under the scope of support. •   Escalation Process followed if the Bugs/Defects are not resolved within the Service Level Agreement. •   Maintaining all records of the Bugs/Defects like response time, Resolution time and SLA Compliance. •   Sending Daily Status Report across Stakeholders.  •   Maintaining the history of the incidents till the closure. •   Maintaining a record for Root Cause Analysis for future reference.   Updating the Knowledge database with the most common issues & releases of different client Application/products.  Performing Build activities.  Conducting Process and Applications Training for the associates.  Calls and Emails monitoring.

TCS is my client company. I worked under Crown Solution for TCS and was later enrolled as a direct employee for TCS. So my roles and responsibilities for TCS will apply here as well.

Description:Providing local IT support to the company employees.Responsibilities:  •   Procuring devices to the onboarding employees. •  Setting up the machine for the employees with an Outlook account and all necessary applications. •   Configuring the Outlook account to all the employees. •   Sound knowledge on MS Office, networking, routers. •   Installing all major applications with Admin right to the user machines. •   Creating tickets for all issues and routing it to the concerned team for faster resolution.