Headline

Technical Manager at 3M | IT Automation & Infrastructure | ITSM & ITIL Expert | End User Support Specialist | SCCM/MECM Administrator | Agile & Scrum Lead | Server & Application Lifecycle Management | Service Transition

About

With over 14 years of experience in IT, I specialize in IT automation, MECM administration, and IT service management. At 3M, I focus on IT infrastructure optimization, leveraging ITIL best practices to enhance operational stability, compliance, and process efficiency. My role involves managing IT automation tools, software distribution, patch management, and application lifecycle governance within an Agile framework. Collaborating closely with cross-functional teams, I support service transitions and ensure seamless IT operations aligned with organizational goals. My expertise in IT automation and ITSM drives innovation in end-user support while improving service quality through knowledge base development and SLA adherence.

Location

Bengaluru

AI stack

deepseek

gemini

github copilot

grok

kiro

openai

Work experience

Technical Lead at 3M, Aug 2022 - Present · 4 y 1 mo, Bengaluru, Karnataka, India

Service Delivery Lead at Wipro, May 2022 - Jul 2022 · 3 mos, Bengaluru, Karnataka, India, - Lead service transition planning for IT services and products, focusing on end-user support systems, ensuring seamless integration into existing IT frameworks. - Lead the definition, prioritization, and refinement of operational requirements with different teams to ensure the smooth implementation and delivery of end-user services and support systems. - Proactively identify risks related to service transitions, developing and implementing effective risk mitigation strategies to minimize disruptions to end-user services and maintain compliance. - Conduct post-transition reviews, identifying key lessons learned and implementing continuous improvement strategies to enhance future transitions and end-user support delivery. - Performed ongoing process improvements by reviewing service delivery data and identifying areas for optimization.

Service Delivery Lead at Tata Consultancy Services, Dec 2019 - May 2022 · 2 yrs 6 mos, Bengaluru, Karnataka, India, Currently working as a Delivery Lead for User Platform Services Team which include 6 teams in total. Managing the delivery of the services within scope.

IT Analyst at Tata Consultancy Services, Oct 2017 - May 2022 · 4 yrs 8 mos, Bengaluru, Karnataka, India, Currently Joined TCS - Bangalore in AGCS Project as a Team Lead for Remote Desktop Support Management and SCCM Administration • Worked on PC Refresh project for AGCS Clients from London Site. Includes Imaging and configuring laptops as per AGCS standard build process, also installing and configuring standard applications/software by AGCS and assisting users with restoration and backup of their data. • Successfully managed and completed POC for Offshore Remote Deskside Support Services covering all aspects of deskside support activity. • Successfully managed and completed Decommissioning of old VPN solution from AGCS environment in the stipulated time period. • Created all process documents for knowledge base on the above mentioned projects. • Owns delivery of service reporting for the project on performances under Daily, Weekly and Monthly Service Performance Reports(SPR). • Responsible for deploying monthly security updates, emergency critical updates and 3rd party application updates to AGCS environment through Shavlik, as a part of Patch Management and Security Implementations and generate SCCM reports customized as per requirement to cover all aspects under compliance check. • Responsible for deploying AGCS standard applications via SCCM to AGCS environment. • Provide technical assistance for backup plans in case of any application or update deployment issue and implement changes to production environment. • Provide infrastructure support from SCCM perspective, troubleshooting different SCCM client issues and client install/uninstall. • Responsible for creating process documents related to Remote Desktop Support Services and their issues. • Work closely towards branding of SMO team and Digitization of workplace in the project to reduce manual intervention and improve services quality. • Managing Daily/Weekly reports of our client, Shift reports, reports related to SLA metrics in the project.

Associate Consultant at Tata Consultancy Services, Sep 2012 - May 2022 · 9 yrs 9 mos, Bangalore Urban, Karnataka, India, ● Maintaining Windows Server for efficient and smooth running. ● Handling the Health Check reports of the servers. ● Preparing the Compliance Reports of all servers under our support. ● Handling Active Directory on Server 2008, Creation of user ID, groups & OU management. ● Handling the turnover of new servers involving the Windows related checks and mandatory softwares installation. ● Involved in working with SCCM for OS patch deployments. ● Handling web reports verification generated through SCCM. ● Handling issues related to SCCM clients end to end. ● Handling Secondary Site Installation. ● Handling the deployment management, package distribution, collection making and its maintenance windows. ● Handling the manual SharePoint patch deployment activity. ● Involved in new turnover server checks from SCCM end. ● Monitoring alerts through SCOM and working on the issues. ● Managing User Rights & Folder Permissions, Handling Group Policies. ● Enabling disk quota management for the users in Active Directory. ● Creating user accounts in Active Directory, handling users and groups and giving proper file permissions per their requirement. ● Handling the password updation for 586 service scheduled tasks weekly. ● Involved in rebooting and decommissioning of servers. ● Resolving disk space alerts and user related issues. ● Involved in preparing retina report for the deployed patches on the servers.

Education

Bachelor of Technology - BTech, sikkim manipal institute of technology