Abdul Sathar
Fremont,CA
Summary
Dynamic System Engineer with a proven track record at Tata Consultancy Services, excelling in IT infrastructure and project management. Spearheaded innovative solutions that enhanced service desk efficiency, achieving high customer satisfaction. Adept at technical support and risk management, consistently delivering results in fast-paced environments. Recognized for exceptional leadership and process improvements.
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and a strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
18
18
years of professional experience
1
1
Certification
Work History
System Engineer
Tata Consultancy Services
04.2024 - Current
- Product owner for OS deployments to workstations like Laptop/Desktop/Kiosk/Wyse Terminal
- Responsible for downloading and updating BIOS/Drivers quarterly using Driver Automation Tool and apply in SCCM
- Responsible to update the driver package and distribute the contents to DP's and deploy to workstation
- Regular cleaning of old packages in SCCM
- Deploying patches to Wyse Terminal via WMS portal
- Creation of Change Request and work with CAB before deploying patches
- Managing the Asset inventory and providing regular updates to management on placing hardware orders
- Co-ordinate with Vendor for sending devices to depot for repair and replacement
- Responsible to capture the Epic/Task in Jira for project related activity
- Participated in system development life cycle from requirements analysis through system implementation.
- Maintained computer systems, installed and upgraded new systems.
- Monitored, tracked and prioritized new work requests at Help Desk within set response times.
- Worked effectively in both independent and team environments to exceed IT goals.
Delivery Manager
Tata Consultancy Services
01.2021 - 12.2023
- Managed relationships with key stakeholders to ensure smooth project deliveries and overall satisfaction.
- Acted as a liaison between the delivery team and upper management, effectively communicating concerns and improvement suggestions.
- Managed resources effectively to avoid unnecessary delivery delays.
- As a Delivery Manager responsible for focusing on account billing, revenue projections (weekly/monthly) , SOW preparations, CO submissions
- Handled the payments team ( Transact Gateway ) and provided support whenever required
- Handled 5 different portfolios with a total team of size 50+
- Under my leadership, I have developed a lot of process improvements and submitted many contextual master stories
- Participated in drives to identify resources for the team
- Took over SPOC activities for internal segment projects and provided the required details on time to ensure the segment was in compliance
- Ensure the complete on-boarding of resources happens without any hassle for operations by assuring complete allocations are done on time
- Maintaining and updating the open requirements in advance to ensure no disruption in teams-related billing issues and focus on head counts
- Having a regular connect with clients regarding Monthly Governance and Quarterly based review of the project
- Coordinated delivery of contracted solutions at the program level and in full accordance with outlined cost, scheduling, and quality terms.
- Generated reports for IT project progress and performance.
- Updated customers and senior leaders on progress and roadblocks.
- Served as primary point of contact for external clients with delivery issues, promoting maximum customer satisfaction metrics for each interaction
Service Desk Team Leader
Tata Consultancy Services
05.2017 - 01.2021
- As a Service Desk Team Lead, I have been managing a team of 15 members supporting the employees of Silicon Valley Bank in 5 different countries – US, UK, China, India and Israel
- Implemented innovative solutions to address recurring issues, reducing the frequency of problem tickets.
- Achieved a high customer satisfaction rating by consistently providing exceptional support to end users.
- Proactively identified potential risks or bottlenecks within the department's workflows; and implemented measures to mitigate them.
- Actively participated in cross-functional projects, contributing to overall company success.
- Improved service desk efficiency by implementing streamlined processes and procedures.
- I worked as the face of IT providing Technical Assistance in terms of Desktop·
- Under my leadership have developed lot of process improvements and innovative ideas to enhance the customer experience.
- I have also worked on implementing automation in different fields to reduce the customer contacts to the Service Desk
- My team has a renowned name among other departments in our project which is an outcome of the strong team bonding which we have developed.
- Have been recognized by clients for maintaining the SLA metrics
- Received Snag from client as a gesture of goodwill
- Created multiple video-based troubleshooting for multiple scenarios
- Involved in creating the SOW for different projects
- Responded to user operational issues with desktop computers, laptops, and mobile electronic devices to enable problem resolution.
- Identified system hardware, network infrastructure, and connectivity issues that prevented the execution of user-initiated tasks.
- Generated reports to track performance and analyze trends.
- Responded to customer inquiries and provided technical assistance over the phone and in person.
- Configured hardware, devices, and software to set up workstations for employees
Desktop Engineer, L2
Tata Consultancy Services
03.2016 - 03.2017
- Worked as a Desktop Engineer in London, UK for a year managing the entire site.
- Provided expert guidance on hardware selection and procurement, optimizing resources while meeting business needs.
- Created standardized protocols for documenting processes and technical tasks, enabling consistently repeatable results.
- Collaborated with team members to develop innovative solutions for common IT problems, improving overall productivity.
- Reviewed and recorded hardware inventories by documenting serial numbers and other specifics for accurate tracking.
- Maintained high levels of customer satisfaction by consistently delivering exceptional service and timely solutions to technical challenges.
- Resolved complex technical issues with effective troubleshooting, diagnosis, and repair of desktop systems.
- Inspected ticket resolution performance, identifying areas of possible improvement and directing identified weaknesses to the engineering supervisor.
- Acted as a primary point of contact for End User Services in London.
- Generated reports to track performance and analyze trends.
- While serving in London, I worked as a Level II technician for Desktop related issues in the UK, Israel and India sites.
- As a Desktop Engineer, I was responsible for managing and maintaining the IT assets mainly the laptops used by the Employees of London.
- I was responsible for refreshing the laptops when the vendor warranty expires and perform Data Transfer to the new laptops that we assigned.
- I was also responsible for the Asset Disposal. Periodically the equipment's needed to be shredded for which I had to coordinate with the respective vendors to make the necessary arrangements.
- Printer management is one of the duties which I performed wherein the vendor needs to be contacted for hardware related issues.
- I also had access to manage the network ports to some extent in the London site. Reserving an IP in the DHCP servers for Printers , Enabling a disabled port and basic network troubleshooting.
- Also involved in the office move which helped me learn new things and gain knowledge in the Cisco video Conferencing system
- Monitored system performance to identify potential issues.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Diagnosed and troubleshot hardware, software, and network issues.
- Installed and configured operating systems and applications.
- Collaborated with other departments to implement system-wide improvements.
IT Analyst
Tata Consultancy Services
05.2012 - 02.2016
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
- Improved user experience, monitoring feedback and making necessary adjustments to software applications.
- Troubleshot critical incidents involving network outages or security breaches, swiftly implementing remediation plans to minimize impact on operations.
- Developed custom solutions for clients, tailoring technical specifications to meet unique needs.
- Responsible for handling the calls to the Service Desk and perform first level troubleshooting.
- User account management in Active Directory , applications used by the employees of the bank.
- Configuring Cisco phones by assigning new numbers.
- Responsible for terminating the user accounts upon termination.
- Updating the Knowledge base articles which help the team in future troubleshooting when the same issue reoccurs.
- Planned computer systems using information engineering, data modeling, and structured analysis.
- Enhanced interfaces to promote better functionality for users.
- Installed system updates to address vulnerabilities and reduce security issues.
- Participated in internal audits regarding quality management system.
Subject Matter Expert
Sutherland Global Services
04.2007 - 04.2012
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Worked as a Subject Matter Expert handling the issues related to Norton Antivirus, Norton Internet Security and Norton 360.
- Responsibilities include following the troubleshooting as per the Knowledge Base, do prompt follow-up when required and escalate the issue to the next level when needed.
- Was a part of the retention team and acted as a Customer support executive.
- Received the Bravo Rookie award for the best performers when I initially joined.
- Awarded the Employee of the Month for exceeding the targets.
- In terms of quality one of the calls which I handled was selected as a Classic call for the Month.
- Improved system performance by eliminating operational gaps and software bugs.
- Prepared proposal documentation and specifications based on user analytics.
- Achieved high levels of client satisfaction by providing expert consultations and personalized solutions.
- Boosted team morale and productivity through effective leadership and clear communication.
- Developed effective improvement plans in alignment with goals and specifications.
Education
Bachelor of Engineering - Electronics And Communication Engineering
V.R.S College of Engineering And Technology
Tamilnadu, India04-2004
Diploma - Electrical And Electronics
Elumalai Polytechnic
Tamilnadu, India04-2001
High School Diploma - SSLC
J.G.Matric Higher Secondary School
Tamilnadu, India04-1998
Skills
- Technical support
- Project management
- IT infrastructure
- Virtualization
- Technical analysis
- Information security
- Cost estimates
- Risk management
- Staffing resource management
- Impact assessment
- Operating systems
- Helpdesk operations
Certification
- Certified [AWS Certified Solutions Architect - Associate (SAA – C03)], - Mar 2023
Languages
English
Full Professional
Hindi
Professional Working
Urdu
Professional Working
Tamil
Full Professional
Timeline
System Engineer
Tata Consultancy Services
04.2024 - Current
Delivery Manager
Tata Consultancy Services
01.2021 - 12.2023
Service Desk Team Leader
Tata Consultancy Services
05.2017 - 01.2021
Desktop Engineer, L2
Tata Consultancy Services
03.2016 - 03.2017
IT Analyst
Tata Consultancy Services
05.2012 - 02.2016
Subject Matter Expert
Sutherland Global Services
04.2007 - 04.2012
Bachelor of Engineering - Electronics And Communication Engineering
V.R.S College of Engineering And Technology
Diploma - Electrical And Electronics
Elumalai Polytechnic
High School Diploma - SSLC
J.G.Matric Higher Secondary School
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