Kritika Patwal
Vancouver,Canada
Summary
Results-driven Framework Escalation Engineer at Samsung RnD with expertise in Microsoft Endpoint Configuration Manager and a strong focus on improving incident management processes. Adept at troubleshooting complex issues and collaborating with stakeholders to enhance operational efficiency. Proven ability to manage escalations and implement best practices in large SCCM environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Framework Escalation Engineer
Samsung RnD
Vancouver, Canada
04.2022 - 10.2024
- Manage issue related Mobile Device Management
- Perform testing of the new SDK release to check the compatibility with the MDM
- Partner with MS for Intune related issue and work on the same
- Currently working on Samsung Knox Manage(MDM of Samsung)
- Maintained accurate records of all activities performed during escalation process for audit purposes
- Work as Global SME for issues related to MECM/Intune/KM
- Participated in meetings with stakeholders to discuss progress made towards resolving outstanding escalations
- Perform RCA
- Follow ITIL, work on SNOW, Salesforce and Jira
- Resolved escalated tickets by researching, analyzing, diagnosing, and identifying solutions
- Performed system maintenance tasks such as patching servers and upgrading applications, as required
- Provided feedback on existing processes and procedures in order to improve the overall efficiency of the organization's escalation process
- Implemented best practices related to incident management process across the organization
Senior Engineer
Ericsson
Delhi NCR, IND
08.2018 - 01.2022
- Infrastructure Admin for CAS site
- Admin of CAS site with 9 primary and 5 secondary sites with more than 150k client machine managed mostly on-prem and assisting in migration to modern clients
- SCCM 2012/CB installation, configuration, administration
- Designing, Planning, and Implementing Microsoft Endpoint Configuration Manager
- Troubleshoot on MECM Distribution failures and validating packages, applications for deployment readiness
- Work on MECM Reporting
- Prepare customize reports in MECM console and SQL
- Proficient with Microsoft Operating Systems and Microsoft Office
- Experience with MECM patch management, inventory management, operating system deployment
- Manage and configure User and Device collections
- Create query-based collections
- Creation of the packages/application
- Knowledge of IIS, WSUS implementation and working
- Build, configure, and troubleshoot Windows Services Update Server (WSUS)
- Handling MECM client installations/uninstallations and troubleshooting various issues
- Configuring, deploying and troubleshooting MECM
- Managing multiple MECM Sites (Central, Primary & Secondary)
- Native mode, mixed mode sites (HTTPS, HTTP)
- Software Distribution Application Management
- Content Distribution and Content library
- Troubleshoot database replication issue
- Software Updates Deployments in MECM and WSUS MS Patching / Compliance Reporting
- Hardware and Software Inventory
- MECM Client installation & communication
- Manage escalations for all MECM related issues
- Troubleshooting and Root Cause Analysis of production support related issues
- Work with product management to design/deploy complex custom Windows Systems
- Coordinate with other Operations/App
- Services team members regarding deployment and ongoing maintenance of new systems and solutions
- Perform various administrative duties and maintenance functions as required
- Work on other collaboration technologies like Active Directory and Windows Networking
- Functional knowledge of network services like DHCP and Telnet
- Tangible, relevant, and demonstrable experience with PKI and specifically Microsoft PKI technology, integration with platforms and applications, and working with clients
- Operating system deployment (OSD) and task sequence troubleshooting of windows 7 and 10
- Windows 10 upgrade imaging tasks and troubleshooting
- PXE server installation and troubleshooting
- Application & Package creation, distribution, and deployment along with monitoring and troubleshooting for the compliance above 95% in whole environment
- Monthly windows updates Patch Management of servers and end user along with troubleshooting and Compliance Reports
- Windows 10 patching and servicing
- Installation of new Sites and Site systems
- Software Distribution and ensuring successful deployment to end assets
- Working on Application, Packaging tasks on daily basis
- Basic knowledge of VBS and PowerShell scripting also using both in application packaging
- Site Migration from 2008 servers to 2016/19 servers
- Implementing and Managing Cloud services
Senior Support Engineer
Convergys India Pvt. Ltd
Gurugram, Haryana
11.2016 - 07.2018
- Provided support to Global Customers( Premier and Professional Support)
- Maintain the SCCM infrastructure
- Manage Microsoft Security Updates using SCCM
- Software deployment using SCCM
- SCCM Client Agent installation/troubleshooting
- SCCM Report generation
- SCCM Custom Reports using T-SQL/SQL Reporting Services
- Documenting the SCCM environment
- Service design, redesign, planning and implementation
- Management of security in SCCM
- OSD (Operating System Deployment)
- Manage/Maintain SCCM SQL Database
- Extensive knowledge of computer/network systems infrastructure requirements and standards, standard software package and patch deployment methodologies, standard change control processes within large-to-enterprise size corporations
- Familiarity and understanding of Active Directory, Windows GPO, WINS, DNS, DHCP, and TCP/IP and commands
Senior Analyst
HCL ISD
Noida, IND
09.2012 - 10.2016
- Managed patching and compliance
- SCCM Client Agent installation
- Software Updates Deployments in MECM and WSUS MS Patching / Compliance Reporting
- Hardware and Software Inventory
- Application creation and package creation
- Followed ITIL process
Education
Bachelor of Engineering - Electronics and Communication
UPTU University
India01.2012
Higher Secondary -
CBSE Board
01.2008
High school -
CBSE Board
01.2006
Skills
- System Center Configuration Manager (SCCM)
- SCCM 2007
- SCCM 2012
- S/w Distribution
- Software Deployment
- Troubleshooting
- Imaging
- Scripting
- Microsoft Client/Server Platforms
- Networking
- Windows 10 Deployment
- Patch Management
- Custom Software Deployment
- Large SCCM Environments
- VBScript
- PowerShell
- ITIL
- Agile
- Knox Manage
- Software deployment
- Microsoft SCCM
- Patch management
- Mobile Device Management
- Active Directory
- Database management
- Technical troubleshooting
- Microsoft Intune
- Microsoft Endpoint Configuration Manager
- System maintenance
- Application packaging
Certification
- Microsoft Certified Solutions Expert: Core Infrastructure (MCSE)
- Microsoft Certified Solutions Associate: Windows Server 2012 (MCSA)
Hobbies and Interests
I am an avid gamer. I picked up this hobby since the time I was in school.
Languages
English
Personal Information
- Father's Name: Mr S.K. Patwal
- Date of Birth: 07/22/91
- Nationality: Indian
Timeline
Framework Escalation Engineer
Samsung RnD
04.2022 - 10.2024
Senior Engineer
Ericsson
08.2018 - 01.2022
Senior Support Engineer
Convergys India Pvt. Ltd
11.2016 - 07.2018
Senior Analyst
HCL ISD
09.2012 - 10.2016
Bachelor of Engineering - Electronics and Communication
UPTU University
Higher Secondary -
CBSE Board
High school -
CBSE Board
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