AMIRALI VIRANI
Calgary,AB
Summary
Service delivery and infrastructure professional supporting end users, projects, and operations across Windows, Azure, O365, and mobile device tools. Known for managing incidents, leading CAB meetings, building client and quarterly reports, and balancing team capacity while maintaining service quality and clear stakeholder communication.
Overview
1
1
Certification
14
14
years of professional experience
Work History
System Administrator Windows
Current Tata Consultancy Services
Calgary, Alberta
07.2019 - 12.2020
- Mitigated business risks by working closely with staff members and assessing performance.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Monitored progress by establishing plans, budgets and measuring results.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Prepared staff work schedules and assigned team members to specific duties.
Team Lead
Current Tata Consultancy Services
Calgary, Alberta
01.2021 - 12.2023
- Managed escalations and provided timely issue resolution.
- Enhanced customer satisfaction and service excellence by proactively identifying issues and facilitating swift resolutions.
- Coached team members and guided troubleshooting for technical issues and O365 applications.
- Collaborated with teams to define activities for successful project delivery across service line or function.
- Led CAB meetings to review, explain, and justify each change before change implementation.
- Conducted detailed SLA analysis using ServiceNow for monthly meetings, providing insights for performance tracking.
- Created and presented client reports to track progress and support process improvements.
- Prepared quarterly reports and presented updates to stakeholders for review, while working with stakeholders on enhancements and updates.
Azure Administrator
Tata Consultancy Services
Mumbai
02.2019 - 06.2019
- Functioned as Cloud Administrator on Microsoft Azure, configuring virtual machines, storage accounts, and resource groups to support cloud infrastructure.
- Oversees deployment and implementation of Azure and Azure AD Connect, ensuring seamless integration into existing systems.
- Organized storage accounts and maintained resource groups while configuring virtual machines and virtual desktops, applying knowledge of Express Route, VPN, Azure firewall, Azure DNS, and routing protocols.
- Remote login to Virtual Machines to troubleshoot, monitor and deploy applications.
- Troubleshot issues, collaborating with teams and vendors to resolve operational challenges.
- Provided support to internal IT team for Infrastructure as a Service (IaaS) solutions.
System Administrator Windows
Tata Consultancy Services
Calgary, Alberta
09.2018 - 01.2019
- Deployed Windows 10 operating system and application platforms, enhancing user experience and system performance.
- Executed project to migrate systems to Windows 10, facilitating smoother transitions for users.
- OS deployment with SCCM and Microsoft Deployment Technology.
- Updated deployment tickets promptly with detailed information to support efficient tracking and resolution.
- Assist with process development and user and technical documentation with adherence to change management processes.
- Collaborated with client Nexen in Calgary, Canada.
Desktop Support Manager
Tata Consultancy Services
Mumbai, Maharashtra
12.2017 - 09.2018
- Managed team members and Service Desk queues, achieving SLA for incidents, requests, and problems.
- Reviewed and managed incident and request volumes, ensuring appropriate workload distribution among EUC team, Service Desk, and remote Desktop Support.
- Manage internal team escalations to ensure there are no blockers to delivering great customer service.
- Ensuring engineering team focus on proactively managing the end user issues, delivering quality of care, good communication and customer intimacy.
- Acting as a single point of contact for customer escalations, requests for preferred service, questions.
- Conducted capacity planning to align resources with business needs and manage holiday, sickness, and back-fill management.
- Prepared monthly service reports for customer, focusing on service levels, risks, and proactive identification of improvement opportunities.
- Client: TATA SONS\SERVICES.
Technical Lead
Tata Consultancy Services
Pune, Maharashtra
06.2016 - 09.2017
- Addressed platform-specific issues in agent and Active Sync configuration for iOS, Android, and Windows Mobile devices and tablets.
- Airwatch Agent Installation, Configuration and Troubleshooting of any Agent Sync Issues.
- Supported AirWatch enrollment via SMS, email, and agent-based methods for end users.
- Troubleshot mobile device email access issues for registered devices.
- Client: Sears Holdings Corporation.
AD Provisioning and O365 Administrator
Tata Consultancy Services
Mumbai, MH
02.2016 - 06.2016
- Created user IDs, roles, and groups in Active Directory for efficient access management.
- Created and maintained user accounts in Active Directory in an enterprise setting.
- Provisioned new employee user accounts and mailboxes, streamlining onboarding process for new hires.
- Facilitated user account transfers between field sites, ensuring seamless client data accessibility across servers.
- Resolved tenancy technical issues and monitored Office 365 systems.
- Administered Office 365 and MS Exchange policies to maintain compliance and enhance user experience.
- Creating, Editing and monitoring various DLs, Shared Mailbox and Public folders in Office 365.
- Compiled and sent daily reports to client to ensure timely communication.
- Client: General Electronics.
Sr. Systems Administrator
Tata Consultancy Services
12.2014 - 01.2016
- Facilitated end-user testing and problem analysis for server, desktop, and IT infrastructure, enhancing overall system reliability.
- Delivered on-site and remote technical support, resolving user issues and improving satisfaction.
- Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications, and peripheral equipment.
- Installed new hardware and software, patched systems and configured settings.
- Consistently met deadlines and requirements for all production work orders.
- Coordinated with Volkswagen Group in Milton Keynes, United Kingdom, contributing to successful project outcomes.
Service Delivery Manager
Tata Consultancy Services
Mumbai, MH
08.2009 - 12.2014
- Monitor and manage end-to-end delivery of programs and projects sponsored by one or more customer groups to scope, time and budget.
- Enhanced customer satisfaction by identifying issues and facilitating prompt resolutions.
- Served as an escalation point for customer concerns if/when they arise .
- Coordinated with Resource Planners to secure necessary resources for planned projects, ensuring readiness and availability.
- Collaborated with teams to identify activities essential for successful project delivery within the service line.
- Documented and improved operational processes to enhance efficiency.
- Client: Equifax Inc.
Education
Bachelor of Commerce - Accounting And Finance
Mumbai University
India Mumbai04-2002
Skills
- Service management
- SLA analysis
- Incident management
- Change management
- Capacity management
- Escalation management
- Stakeholder management
- Team management
- User support
- Critical thinking
- Communication strategies
- Team development
Certification
- PMP Certified from PMI
- Information Technology Infrastructure Library (ITIL V3)
- Microsoft Certified Professional (MCP).
- Microsoft Certified Solutions Associate (MCSA) Windows Server 2012.
- AZ-104: Microsoft Azure Administrator.
- Red hat Linux (Training Completed in 2010)
- VMWARE Vsphere4 (Training Completed 2009)
Timeline
Team Lead
Current Tata Consultancy Services
01.2021 - 12.2023
System Administrator Windows
Current Tata Consultancy Services
07.2019 - 12.2020
Azure Administrator
Tata Consultancy Services
02.2019 - 06.2019
System Administrator Windows
Tata Consultancy Services
09.2018 - 01.2019
Desktop Support Manager
Tata Consultancy Services
12.2017 - 09.2018
Technical Lead
Tata Consultancy Services
06.2016 - 09.2017
AD Provisioning and O365 Administrator
Tata Consultancy Services
02.2016 - 06.2016
Sr. Systems Administrator
Tata Consultancy Services
12.2014 - 01.2016
Service Delivery Manager
Tata Consultancy Services
08.2009 - 12.2014
Bachelor of Commerce - Accounting And Finance
Mumbai University