SOUMIK BASU

• Helping design, implement, and maintain core enterprise end user computing management and software distribution infrastructure such as Microsoft Endpoint Configuration Manager (MECM, formally SCCM) and Azure Endpoint Manager (formally Intune).
• Supporting, monitoring, and maintaining virtualized end user computing platform such as VMware Horizon View, VMware App Volumes, and VMware Dynamic Environment Manager.
• Working as a subject matter expert (SME) for software application lifecycle (preparation, packaging, deployment, and maintenance) across both physical and virtual environments, including continual process improvement of software application lifecycle.
• Supporting, monitoring, and maintaining core Microsoft technologies such as Windows 10, Windows Server 2016/2019, Active Directory (AD), Group Policy (GP), and file and print services.
• Create, manage, and maintain Active Directory Organization Units (OUs), Computer Objects, Group Policy Objects (GPOs), and associated custom GPO templates to ensure appropriate policy distribution.
• Provide technical support and advanced troubleshooting for all end user computing systems, software applications, and system configurations while providing exceptional customer service as part of third tier help desk support structure.
• Creating application and package and submit SCCM remediation updates.
• Strong knowledge of troubleshooting and ability to diagnose issues that may arise from deploying SCCM updates.
• Experienced in city-wide vulnerability scanning results and to research and diagnose issues related to installation of patches and provide guidance.
• Experienced in developing database queries and generating reports.
• Strong knowledge to perform analysis on operational patching gaps by comparing the results between the different tools that are used to patch and monitor patching results.
• Experienced in installing, repairing, and troubleshooting network programs, hardware, and systems.
• Experienced to provide expertise and operational support for submitting risk-based vulnerability management metrics and scorecards.
• Strong knowledge on reviewing system changes for potential vulnerabilities and recommending improvements.
• Experienced in documenting operational vulnerability remediation processes.
• Respond to notifications and alerts of potential threats to prioritize vulnerability mitigations when necessary.
• Provide support to IT Service Desk and EUS Engineers to remediate vulnerabilities.
• Clear understanding of information security Risk Management Framework (RMF) methodologies.
• Experienced in monitoring the progress of vulnerability remediation activities and provide regular status update to the customer and stake holders.
• Having strong experience working with Tenable.io, PaloAlto and Cisco devices.
• Strong knowledge on scheduling and performing preventative and corrective maintenance procedures and repairs of the affected end points.
• Solid understanding of security fundamentals and information security control frameworks.
• Technical understanding in the following areas: network communication using TCP/IP protocols, basic system administration, basic understanding of malware (malware communication installation, or malware types)
• Strongly able to develop systems software and systems software testing procedures.

Client: City of Hope Cancer Research Hospital (Los Angeles, CA)

• Desktop Engineering, MECM Infra, Software Distribution, OSD, Patching
• Managing, Briefing and Monitoring the team about the upcoming and ongoing highlighting projects
• Building, Setting and Managing MECM Infrastructure
• Experienced in Windows10 Servicing for adopting latest Windows 10 features
• Responsible testing before deploying any application or introducing any new technology in the production environment
• Experienced in areas of Application Packaging by using the tool Flexera Admin Studio, Software Distribution and deployment, reporting
• SCCM Infrastructure upgrade, MECM Migration, CMG Implementation
• AD OU Group creation / change / modify sync with MECM collection
• Experienced in areas of Software Distributions, Software Updates.
• Coordinated with external vendors to deliver IT project components.
• Assessed and analyzed customer requirements to develop effective IT project plans.
• Devised test plans to validate accuracy of IT projects.
• Led cross-functional teams to successfully complete IT projects.
• Created and implemented contingency plans to address potential risks.
• Developed and introduced IT strategies to improve operational efficiency.
• Updated customers and senior leaders on progress and roadblocks.
• Resolved staff conflicts and identified potential areas of improvement.
• Managed various IT projects to meet deadlines and customer requirements.
• Established and enforced project timelines and deadlines.
• Trained personnel on use of IT tools and applications.
• Monitored and tracked project progress to support timely completion.
• Communicated project updates to stakeholders at all levels.
• Generated reports for IT project progress and performance.

Client: Planned Parenthood Federation of America (New York, NY)

• SCCM SME with OSD, Patch Management
• Managing, Briefing and Monitoring the team about the upcoming and ongoing highlighting projects
• Building, Setting and Managing MECM Infrastructure
• Worked as a Tech Lead for Desktop Management and Engineering Tower
• M365 Administration.
• Work on SCCM Infrastructure and Manage Devices
• Managing McAfee ePO encryption solutions.
• Managing Active Directory and Group Policy for the client's environment.
• Met with manager weekly to provide detailed project report and milestone updates.
• Partnered with project team members to identify and quickly address problems.
• Planned, executed, and controlled assigned projects, ensuring work performed complied with contractual requirements.
• Set up and managed team meetings.
• Led team of engineers in providing design and engineering solutions to various clients and market sectors.
• Adjusted project plans to account for dynamic targets, staffing changes, and operational specifications.
• Updated customers and senior leaders on progress and roadblocks.
• Recruited, hired and supervised resources to staff project team.
• Developed and trained junior team members by leveraging industry experience to achieve optimal project strategy.
• Monitored project progress, identified risks and took corrective action as needed.
• Tracked project and team member performance closely to quickly intervene in mistakes or delays.
• Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.

Client: Sanofi Pasteur (2017-2019) | XL Catlin (2016-2017)

• Desktop Engineer with Software, Application , Package and patch deployment by using SCCM.
• Experienced in Windows10 Servicing for adopting latest Windows 10 features.
• Creating and managing the related Task Sequences for Windows OS deployment purposes.
• SCOM Installation, Configuration, Update, Maintain and Administration.
• Responsible testing before deploying the any application or introducing any new technology in production Environment.
• Application Deployment.
• Experienced in areas of Software Distributions, Software Updates.
• Experienced in deploying SCCM Packages to target users as per Customer requirement and follow up to meet SLAs.
• Experience from working in a customer-facing position in a complex, multi-country, multi-zone environment.
• Knowledge of Ticketing products like Service Now/Remedy.
• Diagnose, troubleshoot and resolve Tickets for problems that may arise from day-to-day operations (level 2/3), within the SLA scope.
• Knowledge of ITIL concepts and application to Tickets Lifecycle.

Client: Global PPT (Capgemini Americas)

• Windows Monthly Security Patch and Hot-fix Testing
• Testing applications and patches before and after production, deployment through SCCM
• SCCM Client Installation, Un-installation, DP Pointing, Troubleshooting
• Software Distribution- Support, administration and coordination of software distributions to targeted end devices leveraging a standard set of centrally administered electronic software distribution tools (Software Center)
• Responsible testing before deploying any application or introducing any new technology in a production environment
• Testing and troubleshooting security applications like Symantec, Sophos, and Iron Mountain
• Testing on BMC Remedy Ticketing Tool new updates and changes
• QA Testing of Windows Enterprise editions, applications deployed through SCCM Server
• VMWare Workstation Management, imaging, snapshot, revert back, boot from wim file etc
• Responsible for Windows Patch management for all the client machines for locations in scope
• Testing through Test Scripts, Manual Bench Marking and load-set testing
• Testing windows in VMWare Workstation and Physical Machines
• Windows Package and all Application Testing through test script, creating or editing batch files by VBScript
• Testing Windows XP, win7 & win8, Win 10 images and Monthly Patch Testing
• Managing SCCM client management suite environment.

Client: Titan Group & GMR Holdings Infrastructure

• Install, troubleshoot, and repair desktops/laptops and associated peripherals. (both hardware/ software)
• Install, troubleshoot and repair Standard SOE Image on Desktops and Laptops.
• Image Installation using SCCM
• Image installation using Intune/ Azure autopilot.
• Install, configure and troubleshoot standard applications (MS Office/ MS Office 365, Adobe, VPN, Bitlocker, etc.)
• Deploy IT assets to office-based users and coordinate courier/ shipping for remote users.
• Provide technical assistance and training to end users on computer operating systems and Standard applications.
• Instruct and assist end users in the use of computer equipment, software and accessories.
• Ability to evaluate and test new technology for feasibility and implementation within IT Environment.
• Document all support activities within the IT Incident and request Management tracking tool.
• Coordinate efforts with 3rd party vendors to repair faulty hardware/ software.
• IT stock and stock room management.
• Physical move of asset between IT stock location.
• Provide remote support for home based users from same country or different counties.
• Help remote server team on Server/network hardware related issues.
• Hands and feet support, patch cabling and patch cable tracking.
• Basic troubleshooting of Data network/ Telephony devices/ Projectors/ Meeting room equipment/ Printers.
• Basic troubleshooting of Wifi/ LAN/ WAN
• Install, upgrade, support and troubleshoot, Windows 7, Windows 10, other OS and Microsoft Office 2013, Microsoft Office 365, and any other authorized desktop applications.
• Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment.
• Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment.
• Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment.
• Customize desktop hardware to meet user specifications and site standards.
• Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains, and restocks assigned parts inventory to insure proper spare parts levels.
• On-site support and support for Remote sites and work-from-home computing.
• Diagnosing, verifying, recording, and reporting downtime and providing immediate notification for all incidents.
• Emergency recovery maintenance for Desktops.
• Diagnosing & troubleshooting virus problems that can be fixed using antivirus tool deployed.
• Re-installation of the anti-virus packages corrupted or deleted by the users.
• Day to day troubleshooting activities
• Asset lifecycle management, asset tracking, and end-of-life services.
• Perform asset management activities to ensure hardware is properly assigned to the end users
• Vendor Management (Wherever applicable).
• Incident, Problem, and Change Management within the EUC environment.
• Ability to Evaluate and test new technology for feasibility and implementation within EUC Environment.
• Provide technical assistance and training to end users on computer operating systems and standard applications.
• Provide Smart Hands support to perform basic technology management tasks that require on-site presence under instruction from such other support groups. IMACDs, Equipment changes, reboots, and power cycles. Local servers, BIOS Updates, Local storage appliances.
• Parts replacement for existing servers resulting out of hardware failure.

Client: ITICS Helpdesk for Internal IT Support for Capgemini Americas

• Solving problems within SLA Time periods
• Desktop, Laptop H/W repairing, installation isolation parts
• PC, Notebook & Laptop Support (Remote & On-site support)
• IT Facility Management Support
• Solve the IT problem within the SLA time period
• Handling MS Outlook mailbox issue
• Creating Generic Mailboxes in the MS Outlook 2010
• Citrix Remote Desktop connectivity
• Shared Drive access
• Internet connectivity
• OS Related problems
• Application related problems
• Domain Related issue, rejoining or renaming system
• Print server connectivity.

Client: Retail POS | Bata | Khadims | Mani Group | Indian Railway

• All kinds of HCL hardware repairing and replacing within AMC / Warranty
• Thermal printer troubleshooting, repairing and parts replacing
• Dot Matrix printer troubleshooting, parts replacing and repairing
• HCL Thin Client troubleshooting, motherboard replacing, CPU testing, heat testing
• HCL Cash Drawer troubleshooting and repairing
• OS Installation, troubleshooting, repairing
• Resolving issues within SLA
• Internet connectivity
• OS Related problems.

Client: Genpact India

• Laptop, NoteBook OS issues, Application issue troubleshooting, re-imaging
• Solving problems within SLA Time periods
• Blackberry and Smartphone Active Sync
• Provide support for Desktop based applications and tools.
• PC, Notebook & Laptop Support (Remote & On-site support).
• IT Infrastructure Support over voice, physically or remotely.
• Handling MS Outlook mailbox issue.
• MS Office, MS Lync, MS OCS, Cisco VPN, Shared Drive, Various Industrial Business tools and application troubleshooting.
• Shared Drive access.
• Handling Virus and security related applications like McAfee, Symantec & Sophos.
• Internet connectivity.
• OS Related problems.
• Application related problems.
• Handling ticketing tools like BMC Remedy, EARS.
• Creating tickets and managing tickets resolving and scheduling resolutions of each problem.
• Escalating issues to the L2 / L3 team if not resolved by L1.
• Special Expertise in Microsoft Outlook and the features of outlook.
• Handle critical issues of mailboxes and resolve issues methodically.