Parmod Kumar

Parmod Kumar #1344 A, New Paras Nagar, Ambala Cantt, Haryana. -- PROFESSIONAL STATEMENT Experienced and knowledgeable IT professional with over 12 years of experience in team handling and IT Support. Excellent customer service and interpersonal skills with hands on experience of windows Server 2008/2012, Client OS Win 10, 8, 7 & XP. Active Directory, GPO Management, SCCM 2007 & 2012, DNS, DHCP, File & Print management, WSUS, RDS, VPN, Client end network management. Sound knowledge of Citrix & Hyper-V. TECHNICAL ACUMEN Certifications ITIL Foundation (2011) MCSA (Server Infrastructure 2012) Server Operating Systems: Windows Server 2008 & 2012 Client Operating System: Windows 10, 8, 7, Vista and XP GPO Management: managing, creating, configuring and administering GPOs. Patch management and software installation: SCCM 2012 Access Management: managing and administering Active Directory users, groups, OUs, Sites etc. Installation, configuration and administration of MS office 2010 & 2013 Managing and administering of DNS, DHCP & VPN. Client PC maintenance and support: troubleshooting computer hardware and software, windows installation, PC assembling etc. Office 365 & SharePoint support Virtualisation: Hyper-V, Citrix Xen Desktop and Xen App Ticketing Tools: HP Service Manager, IBM Tivoli, Siebel CRM and Connect Wise EMPLOYMENT HISTORY Company: EVRY India Pvt. Ltd. Tenure: 16th March, 2015 – Present Designation: Team Lead Job Responsibilities: Operational support and analysis which consists of incident, change and problem management for client operation end user computing (EUC) Performing the following operational and technical tasks: Supervising and supporting a team of engineers who provide 2nd level support for various technologies like windows client OS, windows servers, Citrix etc. IT support for single and multiple users affected incidents as per ITIL incident management life cycle GPO management, configuration and troubleshooting Patch installation, software deployment, compliance reporting, task sequences, image maintenance via SCCM 2007/12 Access management via Active Directory Troubleshooting DNS, DHCP and client end networking issues File server administration, roaming profile management, data back up and restoration Client PC installation via PXE boot, troubleshooting issues and configuration Proactive and reactive problem management as per ITIL problem management process to find root cause analysis of all the assigned problem tickets Coordination and follow up with internal management, customers, vendors and other suppliers via emails or daily, weekly and monthly meetings as appropriate Testing, coordination and authorization of all changes in the production performed by team as per ITIL change management process Conducting incident, problem and change quality checks as part of CSI Identify trainings needs within the team and arrange appropriate training sessions to develop the competency of the team as per business requirements Preparing reports on weekly and monthly basis which consists of team performance, highlights, lowlights, issues, risk and challenges Preparing scripts to automate troubleshooting on client PCs, fixing issues from remote or terminal servers Preparing technical and process documents using company’s standard documentation format Projects: Participated and assisted in Posten OneIT project at the time of 16,000 users migration to windows 7 Prepared various technical documents for known issues during windows 7 migration Achievements: Showcased technical proficiency, customer handling skills and capability to the customers, as a result, managed to get the approval for EUC (End User computing) work from offshore for the following customers: Posten Norge AS with user base 20,000 active users Schibsted with user base 2,000 active users Corporate IT (Internal IT support for EVRY) with 7,000 active users Got employee of the month award within a tenure of 2 months by CEO Rajnish Mohan. Promoted as Team Lead within 6 months due to effective team management, process setup as per ITIL guidelines, technical acumen and customer handling skills Company: Dell International Services Tenure: September, 2007 – October, 2014 Designation: Client Technical Support Sr. Associate Job Responsibilities: Provided level 2 IT support related to installation, operation, configuration, customization, performance, and usage of assigned products for complete Consumer Small Medium Business (CSMB) segment across the USA Client Operating System installation, configuration and administration for Windows XP/Vista/7/8 and 10 Patch management, image maintenance and installation SCCM 2007 Print management, installation, configuration and troubleshooting print issues Client PC maintenance and optimization Basic operations in Active directory, creating and managing users and groups Troubleshooting hardware, driver and firmware issues on client PCs Configuration and troubleshooting wired/wireless network issues on client computers. Email client configuration and administration such as MS Outlook File and printer sharing on network Antivirus, Internet Security, Firewalls, Backup & Recovery Achievements: Got customer champion award for best customer experience by Steve Felice (Vice president of Dell CSMB). Got bronze award, star of the month award and star of the quarter multiples times throughout my career in Dell Company: Wipro BPO Tenure: October, 2006 – August, 2007. Designation: Technical Support Executive Job Responsibilities: Provided desktop support, assisted clients in resolving technical issues on their PCs related to Client OS windows XP, Vista and 7 PC installation, configuration and maintenance Troubleshooting group policies issues and escalating to the next level when appropriate Support for issues related to Microsoft Outlook 2010 and Windows 7 during and post migration Basic Active Directory operations such as creation and deletion of new user and assigning requested permissions Data backup and recovery ACADEMIA Course University/Institute Year Result Marks Graduate Diploma in IT (GDIT) Norton Institute of Management and Technology www.nimtonweb.com- Pass 75% 12th Standard U.P. Board- Pass 60% 10th Standard Haryana Board- Pass 57% KEY SKILLS Excellent oral and written communication skills Best expertise in operational support and analysis which consists of the following ITIL service life cycle processes: Incident Management Problem Management Change Management Request fulfilment Ability to establish and maintain strong relationships Acute business acumen and understanding of organizational issues and challenges Significant management and support experience. Ability to readily comprehend business expectations that affect the current enterprise architecture and future strategy Leadership ability to develop and propose overall strategy, architecture and process improvements Flexible and adaptable, able to work in ambiguous situations Excellent documentation and reporting skills. Manage and create various process and technical documents and run books Declaration: I do hereby declare that the above written particulars are true to the best of my knowledge and belief. Date: Place: (Parmod Kumar)