VIKRAMJIT SINGH
Brampton,Ontario
Summary
Results driven IT Professional. Working as an IT Infrastructure Engineer, currently with an experience of 11+ years in Implementation, Administration, Integration and Support in various monitoring tools and with the Proven ability to bridge technology and business to provide product solutions and increase productivity and efficiency. In depth experience about the infrastructure monitoring (Server/Application) and Networking Monitoring. Extremely self-motivated, quick learner and a team player. Excellent leadership qualities, good communication skills, teamwork, customer service and interpersonal skills.
Results driven IT Professional. Working as an IT Infrastructure Monitoring Analyst and Desktop Support Analyst, currently with an experience of 8+ years in Implementation, Administration, Integration and Support in various monitoring tools and with the Proven ability to bridge technology and business to provide product solutions and increase productivity and efficiency. In depth experience about the infrastructure monitoring (Server/Application) and Networking Monitoring. Extremely self-motivated, quick learner and a team player. Excellent leadership qualities, good communication skills, teamwork, customer service and interpersonal skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Field Services Engineer
Tata Consultancy Services
Mississauga, ON
09.2022 - Current
- Provided onsite installation and configuration of hardware, software and related peripherals for customers.
- Performed troubleshooting, repair and maintenance of computer systems and equipment in customer locations.
- Developed technical solutions to resolve customer issues.
- Assisted with the development of training materials and provided instruction to end-users.
- Managed Active Directory user accounts, groups, and computer objects.
- Configured Group Policy Objects to enforce organizational policies in the domain environment.
- Provided technical assistance to end users on Active Directory related queries or incidents.
- Working on ServiceNow Ticketing portal for documentation, reports and dashboards.
- Working on account management to Create, Modify, Delete accounts.
- Providing support and troubleshooting network problems.
SW/APP/Cloud Tech Senior Analyst
Accenture Solutions Private limited
05.2015 - 09.2022
- Provided Technical support for all Windows Desktops & Laptops
- Diagnosed, troubleshot and resolved a range of Software, hardware and connectivity issues
- Excelled in asking probing questions and researching, analyzing, and rectifying problems
- Provided basic support for network, LAN and Wi-Fi devices
- Assisted Customers with Outlook issues
- Email setup and troubleshooting
- Archiving and taking backups through .pst
- Handled requests to increase mailbox size
- Expert in Installing and configured Microsoft Operating systems and various applications
- Advance working knowledge of Microsoft Office (Word, Excel, PowerPoint)
- Basic understanding of Microsoft Exchange
- Escalated issues related to exchange specific
- Maintained different metrics like FCR Score (First Call Resolution), CSAT Score, Monitoring Score, ACW (After Call Wait time) Score, Average Talk Time
- Installing and configuring network and standalone printers along with troubleshooting
- Handled customer registration, verification, case logging and provided effective solutions using online tools
- Interacted with other departments in order to resolve customer issues
- Assisted users with Microsoft Windows, Dual Boot, networking, internet & MS Office applications issues
- Assisting clients with their desktops, laptops, and printer related issues as per the ticket submitted through emails, calls or electronic system
- Work with Desktop L3 Engineering Team to get client specific software package pushed out to the systems through network and check for issues, troubleshoot if necessary
- Monitor ticket queue (OPASv3) for tickets and Work Orders submitted by the employees and move/process them with in SLA
- Reimaged, clean and installed the new laptops and also assisted during Microsoft update calls every month
- Assisted and performed the Upgrades and patching for Microsoft OS and Microsoft Office and other various applications
- Ensure consistency of delivery, adherence to standard practices and continuous improvement (ITIL)
- Following up on incidents and Work Orders kept in pending status and resolve them
- Responsible for opening high/medium severity tickets as per the severity of the issue
- Compile, analyze and report statistical data and trends relating to service level compliance and operational effectiveness
- Send AHT report on daily basis to make sure least possible time is taken to resolve user’s issues
- Preparing CSAT report to monitor daily team performance
- Preparing FCR report for stack purpose
- Preparing monthly top call drivers for TNI (training needs identification) purpose
- Working knowledge in Microsoft System Center Operation Manager SCOM 2007/2012/2016
Systems Analyst
HCL Technologies
08.2013 - 04.2015
- Worked 2 years in HCL primarily as an Incident Manager dealing with the impacting issues in regard to their resolutions within the guided SLAs following the Incident Management Process
- Summary of duties performed as an Incident Manager Drive the Critical Incident by setting up troubleshooting bridge and bringing in respective domain/resolver teams
- Work towards faster resolution of critical incidents, by bringing in the concerned resolver teams together
- Reporting and tracking of all critical incidents within the domain of the team
- Ensure communication to Global and India Leadership team and stakeholders as per defined process
- Ensure accurate, detailed, and timely communication to all concerned stakeholders
- Escalate relevant issues at the right time to the respective domain/IT leads for better attention and faster closure
- Work closely with the delivery teams, Problem management teams and location teams to work and provide faster resolution of critical incidents
- Ensuring the team is available 24x7x365 days
- Reporting of Critical incidents Summary Report daily
- Shall own the complete life cycle of Critical incident from start to end
- Work towards potential P1 incidents
- Involve the relevant teams in trouble-shooting, bring everybody involved in the resolution process on a common platform and update the management with regards to the business impact in a timely manner and render all the necessary help in reducing the P1 resolution time
- Resolve all the P1 incidents within the SLA/OLA and contribute actively towards resolving client end issues
- Minimize the number of P1 to P2 or cancel by taking necessary approval and investigation from relevant teams
- Communicate needed changes to development team
- Building Training Documents and giving KTs to new team members Handling priority Incidents (Critical P1 and High P2 Incidents) Manage and track critical & high priority incidents reported across facilities in India
- Meet specified targets for critical priority incident as set by the management
- Ensure SLA is met as per priority of incidents and report violated incidents to management
- Track & follow-up on RCA for critical & service impacting incidents
- Ensure issues are identified, tracked, reported on and resolved in a timely manner
- Suggest areas for improvement in internal processes along with possible solutions
- Summary of duties performed as a Change Manager Verifying that required information are captured in the Change Requests Formally communicating decisions of Change authorities to affected parties Monitoring and reviewing activities of teams and functions that Build and Test Changes to ensure that the work is carried out correctly
- (This will be carried out as part of the Release and Deployment Management process for a Change that is part of a release.) Ensuring all progress through activity lifecycle in accordance with approved Service Level Agreements (“SLAs’) and agreed lead-times Ensuring the Change Schedule and Projected Service Outage (PSO) are maintained and published Ensuring planned Changes are tested (where a test environment is available) before the Change request is implemented into Production
- Preparing, participating and/or Chairing in CAB meetings dependent on scope and audience of meeting Reviewing Change requests for quality and accuracy to the Change Process and authorizing Performing Post Implementation Reviews (PIRs) and carrying out required actions Identification and escalation of unauthorized Change Request Reviewing the Change Schedule and providing information to help identify conflicts or resource issues Reviewing the Projected Service Outage and providing feedback on the impact of planned Outages
- Ensuring all CRS are created with full and complete data/details Ensuring change management team obtains required approval for all RFCs Ensuring CRs are processed in accordance with acceptable client risk levels Change board coordinator; liaise with server teams for the planned maintenance outages and analyzing their overall business impact.
Desktop Support Analyst
Accenture Solutions Private limited
- Provided Technical support for all Windows Desktops & Laptops
- Diagnosed, troubleshot and resolved a range of Software, hardware and connectivity issues
- Excelled in asking probing questions and researching, analyzing, and rectifying problems
- Provided basic support for network, LAN and Wi-Fi devices
- Assisted Customers with Outlook issues
- Email setup and troubleshooting
- Archiving and taking backups through .pst
- Handled requests to increase mailbox size
- Expert in Installing and configured Microsoft Operating systems and various applications
- Advance working knowledge of Microsoft Office (Word, Excel, PowerPoint)
- Basic understanding of Microsoft Exchange
- Escalated issues related to exchange specific
- Maintained different metrics like FCR Score (First Call Resolution), CSAT Score, Monitoring Score, ACW (After Call Wait time) Score, Average Talk Time
- Installing and configuring network and standalone printers along with troubleshooting
- Handled customer registration, verification, case logging and provided effective solutions using online tools
- Interacted with other departments in order to resolve customer issues
- Assisted users with Microsoft Windows, Dual Boot, networking, internet & MS Office applications issues
- Assisting clients with their desktops, laptops, and printer related issues as per the ticket submitted through emails, calls or electronic system
- Work with Desktop L3 Engineering Team to get client specific software package pushed out to the systems through network and check for issues, troubleshoot if necessary
- Monitor ticket queue (OPASv3) for tickets and Work Orders submitted by the employees and move/process them with in SLA
- Reimaged, clean and installed the new laptops and also assisted during Microsoft update calls every month
- Assisted and performed the Upgrades and patching for Microsoft OS and Microsoft Office and other various applications
- Ensure consistency of delivery, adherence to standard practices and continuous improvement (ITIL)
- Following up on incidents and Work Orders kept in pending status and resolve them
- Responsible for opening high/medium severity tickets as per the severity of the issue
- Compile, analyze and report statistical data and trends relating to service level compliance and operational effectiveness
- Send AHT report on daily basis to make sure least possible time is taken to resolve user’s issues
- Preparing CSAT report to monitor daily team performance
- Preparing FCR report for stack purpose
- Preparing monthly top call drivers for TNI (training needs identification) purpose
- Working knowledge in Microsoft System Center Operation Manager SCOM 2007/2012/2016
Education
Bachelors Of Engineering - Electronics And Communication
Guru Nanak Dev Engineering College
Bidar09-2012
Skills
- SPLUNK
- SCOM
- Linux Server administration
- MF Network Node Manager
- MF Network Performance iSPIs
- MF Network Automation
- Operations Manager
- uCMDB
- Windows Server
- Active Directory
- Linux Server administration
- ServiceNow
- DHCP & DNS
- TCP/IP
- Incident Management
- Change management
- Root Cause Analysis
- Major Incidents handling
- Service Level agreements
- Incident analysis
- Bridge coordination
Certification
- Azure certification, Microsoft Azure Fundamentals (AZ-900)
- Networking Certification, Cisco Certified Network Associate (CCNA)
- ITIL Certification, ITIL V3 Foundation certified.
- Microsoft Certificate Solutions Associate (MCSA), Office 365, Windows Server 2012 / Windows Server 2008
- Others, Windows Server 2008 Applications Infrastructure, Configuration, Windows Server 2008 Active Directory, Configuration., Windows Server 2008 Network Infrastructure, Configuration., Windows 7 and Office 2010., CompTIA A+
References
References available upon request.
Timeline
Field Services Engineer
Tata Consultancy Services
09.2022 - Current
SW/APP/Cloud Tech Senior Analyst
Accenture Solutions Private limited
05.2015 - 09.2022
Systems Analyst
HCL Technologies
08.2013 - 04.2015
Desktop Support Analyst
Accenture Solutions Private limited
Bachelors Of Engineering - Electronics And Communication
Guru Nanak Dev Engineering College
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