Gayathri Mahendiran
Summary
IT Professional with 17 Years of progressive experience in managing SCCM Infrastructure. Strong technical interpersonal, analytical skills and ability to leverage knowledge to achieve company goals. Proficient in management of multiple task orders/projects and working with multiple teams in a demanding environment.
Overview
17
17
years of professional experience
1
1
Certification
Work History
SCCM Lead
Numeric Technologies
08.2024 - Current
- Configure and maintain the SCCM environment, ensuring it is up-to-date and optimized for performance. This includes installing updates, patches, service packs, client management, software distribution, and performing regular system backups to safeguard data.
- Conducted regular patching and software updates on servers and workstations using SCCM.
- Perform periodic maintenance activities, such as running hardware and software inventory scans and updating client information.
- Create packages, collections, task sequences, and advertisements in SCCM for software/OS deployments.
- Deploy Windows operating system images using SCCM OS Deployment feature.
- Troubleshoot software update deployment failures by investigating log files generated by the client computers.
- Generate reports and documentation to provide insights into system performance, software deployments, and compliance status.
- Work closely with other IT teams and departments to ensure seamless integration of SCCM with existing systems. They collaborate with network administrators, security teams, and help desk staff to resolve issues and improve overall IT operations.
- Managing and administering Mobile Device Management and co-management.
- Experience in O365 deployment methods using SCCM.
- Create and deploy change request.
- Manage SCCM database, maintenance, and troubleshooting.
SCCM – Support Engineer
Microsoft India (R and D) Pvt Ltd
01.2021 - 08.2024
- Responsible for providing 3rd level support to customers in troubleshooting SCCM related issues
- Scope a customer issue by collecting the relevant facts and investigate the problem by doing own research and by involving other teams as needed
- Consult and collaborate with immediate peers or colleagues around the world and with management and engineering to resolve service issues
- Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services, and support
- Document technical work and research to help your colleagues, improve the product, and improve support experience
- Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations
- Review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices
- Participate in communities with peer delivery roles
- Develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness
- Identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements
Technical Lead
Trianz Holdings Pvt Ltd
05.2019 - 01.2021
- Administrating and supporting Microsoft ConfigMgr Environment
- Performs Problem Management & RCA for escalated issues from the operations team
- Successfully managed 75k Endpoints that includes Servers & Client Machines
- Provide 3rd level infrastructure support, and assisted in the maintenance and troubleshooting of SCCM, and client workstations
- Created script to automate client health issues
- Creating Queries, Reports & Collections as per the Project requirements
- Troubleshooting package distribution issues by analyzing SCCM logs
- Perform gap analysis and look for ways to improve, optimize, and streamline software process in order to ensure smooth, uninterrupted delivery to the business users
- Working on patching to improve the compliance and provide timely report to clients
- Mentoring new team members and having regular discussion with them to find knowledge gaps
Technical Consultant
Tata Consultancy Services
05.2018 - 05.2019
- ConfigMgr 2012 Administration and maintenance of infra structure
- Provide end to end support for Patch Management, application packaging and end point security
- Troubleshooting the package replication all over the environment
- Good knowledge on Microsoft patching and software deployments in a large enterprise environment
- Periodical health checks of SCCM environment and site backup
- Creating custom and dynamic collections
- Expertise on ConfigMgr 2012 package creation, package distribution, troubleshooting client-side issues and administration
- Sound knowledge on SCCM client center tool
- Development ideas for Run book creations for the repeated tasks
- Testing of runbooks in pre-production environments and getting POC before production roll out
- Created Process and Technical documents including Operations manual guide
- Providing SCCM Training/Sessions to team members to enhance their skills and handle escalations
- Technical guidance on the deployment methodologies, antivirus policies as per the requirement
- Understanding and preparing of KPI and SLA metrics for the services agreed for
- Conducting daily operations calls with a stream on day to day activities and provide update to client in weekly reviews
- Co-ordinating with client on the migration jobs
- Supporting on all components of SCCM 2012
Project Lead
Tech Mahindra
10.2014 - 05.2018
- End to end patch deployment to workstations and servers (test and production)
- Managing infrastructure client health to attain 99% health of SCCM infrastructure
- Sync up with various teams (helpdesk and Active Directory) to clean up of infrastructure of obsolete clients
- Working with packaging team and testing various packages to be deployed to clients
- Deploying various software with respect to company standards
- Configuring new server roles
- Troubling shooting various infrastructure issues like DP, MP problems, Client certificate issues etc
- Documentation of trouble shooting guides and process documents
- Handle major incidents calls
- Co-ordination with multiple stake holders / Third party Vendors for break-fix
- Participate and represent the team in Incident and problem Management meetings
- Ensuring all KPI’s are met as per SLA defined in SOW
- Weekly status report to be published to clients, BPM’s and required teams
- Efficiency in Quality, CSAT / NSAT management, improvements and predictions
- Manage and drive third parties to the quick resolution of incidents
- Use Escalation matrix appropriately to get appropriate level of focus from technical teams and management
- Enabled 1:1 meeting with team individuals for better resource requirements understanding
Change & Release Manager
Tech Mahindra
01.2013 - 09.2014
- To be responsible for all change Management activities, to include new business planning, Change advisory Board (CAB), the production of management information, Request for Changes (RFCs) and a change schedule
- To be able to provide client on the technical advisory and business risk/impact analysis for all change request
- Input into the weekly Stake holders meeting to review, prioritize, schedule and approve or reject significant process requests
- Recommend and ensure completion of necessary actions to prevent recurrence of change related problems via change management control
- Ensure each release with risk/impact is properly communicated to Client and Business Users through proper communication channel
- To participate in relevant discussions and reviews on change causing problems/incidents to achieve faster system resumption time/root cause findings as and when required
- To work with cross teams to ensure all approved and authorized changes by CAB will be released and deployed with proper release planning
- To continuously evaluate the existing processes and procedures to ensure that Service Management is being carried out in the most efficient and effective manner and initiate appropriate corrective action
- To ensure the defined Service Management processes and procedures are adhered by staff carrying out their tasks and where appropriate initiate appropriate training to rectify non-conformance
- To maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities and encourage and support staff in their development and training
- Involved in other Management responsibilities such Performance Appraisals, Compensation & benchmarking, Team-building exercises
- Followed the set-up formal team reporting structures, identified, mentored and moved on to a more Leadership role of providing Vision, Goals and Strategic inputs
Sr. System Analyst
Tech Mahindra
04.2011 - 06.2012
- Managing Server Infrastructure at Microsoft for both Internal Microsoft clients and for Microsoft Customers (MSIT, XL and Microsoft Retail)
- Installing and Managing SMS/SCCM2007/ConfigMgr 2012, upgrading, monitoring the health status on ~300 servers which are handling ~3.5 lakhs desktop
- Upgrading the SMS/SCCM client to latest version
- Providing support to Microsoft Customers during migration at the customer location which includes managing site boundaries configuration for all Microsoft customers
- Installing and configuring SQL 2005/2008 on servers and maintaining and monitoring the SQL Database by scheduling the database backup and checking replication status, SQL Jobs failure troubleshooting, SQL queries
- Representing as a client’s main point of contact for project status, migration status, and escalation and issue resolution
- Gathering and documenting requirements
- Responsible for multiple critical tasks in terms of estimation, timely & quality deliverable with process follow up and change request implementation and feature enhancement
- Performing patch installation on servers and maintenance task WSUS Clean up
- WSUS Servers installation, configuration and monitoring using smoke test
System Analyst
Unisys
05.2010 - 04.2011
- Using ITMU Tool sync up with Microsoft server for latest patches after downloading creating package with program and advertisement and also distributing successfully to all respective Primary site, Secondary site and Distribution points
- Worked on high priority tickets which are assigned through Remedy, Siebel and service center (internal ticketing system) within the SLA
- Review and remediate software distribution failures and Software Deployment failures to eliminate the problems that cause those failures through various way of troubleshooting
- Software Distribution through SMS 2003 across all the desktops
- Performing pilot test and UAT for the application packages before the package goes live in production environment
- Worked on SQL queries
SMS Technician
Logica
09.2009 - 05.2010
- Deploy patches to production environment after every patch release from Microsoft
- Monitoring and troubleshooting SMS components such as DP, MP etc
- Remote package/software distribution
- Troubleshooting issues related to software/package distribution in both server and client
- Proficient in providing user support and training
- Work pro-actively and suggest improvements, both related to the processes and routines
- Share experience and knowledge with other members in the Swedish Platform Management team and Desktop Specialist Support team
- Generating reports for Patch Compliance to share with Management
IT Security Engineer
WIPRO InfoTech
07.2007 - 09.2009
- SCCM Administrator
- Installation and configuration of SCCM Servers
- (Primary, DP and BDP)
- Working on multiple components of SCCM such as Software Distribution, Patch Management, Collections
- Monitoring and Troubleshooting SCCM Components such as MP, DP, SLP
- Analyze and Troubleshooting SCCM Client related issues
- Monitoring WSUS Console whether Microsoft Patch Updates are happening regularly in the clients
- Generating reports for Patch Compliance to share with Management
- Conduct Extensive Tests on Client rollout, SD and Patch Management within a Test Lab
Education
B.E - Information Science
AMC Engineering College
01.2007
Skills
- Patch management
- Content Management
- Operating System Deployment
- Software Deployment
- Mobile Device Management
- Infrastructure Management
- Stakeholder Management
- Incident Management
Personal Information
- Passport Number: G896498
- Date of Birth: 05/05/86
Certification
- ITIL Foundation Certificate in IT Service Management.
- Microsoft Certified, Azure Fundamentals – Microsoft Corporation.
Accomplishments
- Completed SME program on software update management and Cloud management gateway - Microsoft.
Timeline
SCCM Lead
Numeric Technologies
08.2024 - Current
SCCM – Support Engineer
Microsoft India (R and D) Pvt Ltd
01.2021 - 08.2024
Technical Lead
Trianz Holdings Pvt Ltd
05.2019 - 01.2021
Technical Consultant
Tata Consultancy Services
05.2018 - 05.2019
Project Lead
Tech Mahindra
10.2014 - 05.2018
Change & Release Manager
Tech Mahindra
01.2013 - 09.2014
Sr. System Analyst
Tech Mahindra
04.2011 - 06.2012
System Analyst
Unisys
05.2010 - 04.2011
SMS Technician
Logica
09.2009 - 05.2010
IT Security Engineer
WIPRO InfoTech
07.2007 - 09.2009
B.E - Information Science
AMC Engineering College
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