KAMAL GOYAL +91-9740222166, 8197010066 iamkamalgoyal@gmail.com, mailme@kamalgoyal.com M-409, Ittina Mahaveer, Neeladri Road, Electronic City Phase 1, Bangalore 560100 PROFESSIONAL SUMMARY Over 10 years experience in Information Technology including more than 8 years experience in End User Computing & Remote Infrastructure Services with Microsoft and non Microsoft technologies. Successfully worked on design and deployment of small to large scale Windows Vista, Windows 7, Window 10 for up to 45,000 seats. Good experience and in-depth knowledge in implementing SCCM 2012 and migrating SCCM 2007 to SCCM 2012 environment. Conducted in-house training on Systems Center Configuration Manager 2007/2012, Microsoft Deployment toolkit and non-microsoft system management tools. Expertise in Patch Management using SCCM, Lumension and WSUS. Proficient in End User Security tools from Symantec, Safe boot and bitlocker. Proficient in non-microsoft deployment tools i.e. Altiris, LANDesk, Acronis Image and Symantec Ghost. An excellent communicator & team player with keen analytical ability and problem solving skills. Well experienced in writing SOW, RFP and other documentation for end users and support teams. In-depth knowledge and experience in VBScript & PowerShell. IT SKILL SET Client Operating Systems: Windows 10, Windows XP, Windows Vista, Windows 7, Windows 8, Windows 8.1 Microsoft Servers: Windows Server 2008, Windows Server 2012, Active Directory, DNS, DHCP, IIS, Microsoft SQL Server 2008 Deployment Tools: SCCM 2007, SCCM 2012, MDT, WDS, ADK, USMT, LANDesk, Symantec Ghost, Altiris Deployment Solution, Acronis, WSUS, Lumension, VBScript, Batch Scripting. Software: HP Open View, Service Now, CA Service Desk, Remedy, PC Anywhere, Dame Ware Security: Symantec End Point Protection, Safe boot Encryption, MacAfee EPO, Pointsec, Bitlocker. Virtualization: VMware ESX 3.5, VSphere, VMware Workstation. Project Management: Microsoft Office 2013/365, Microsoft Project, Microsoft Visio, Juriba Dashworks.
EMPLOYMENT HISTORY Wipro Limited, Bangalore May 2013 to Till Now Architect Roles & Responsibilities: To design, suggest and implement windows 7 and 10 imaging /deployment /configuration infrastructure to enable stakeholders to understand functional / technical requirements. To design and configure Windows 7 and 10 deployment solution for medium and large infrastructures. To design and implement SCCM 2012 and MDT infrastructure. To design and implement User State Migration Tool to capture and restore user data & settings. To design and implement device encryption solution for physical devices using Microsoft Bit-locker. To design and implement Application Compatibility testing lab to check application readiness for Windows 7/10 Migration. To develop detailed procedures for Windows 7/10 migration support, break-fix tasks for incidents to follow and review trends to identify opportunities for service improvements and cost savings. Working closely with the Project Manager in project planning, status reporting. Gathering requirements update relevant documents and the get the signoff from the customer. Assisting customer with industry standard and best practices as value add. Exploring new technologies and give tech talk to the team. To Check and verify the technical documentation (IRF, Test Plan & Implementation guide) for each release Providing and gathering feedback for inter related technologies under Software management Auditing customer current environment globally and identify hardware and software application compatibility with Windows 7/10 SOE including Microsoft Office 2013 / 365. Responsible for reviewing SOE application list and confirm compatibility with Windows 7/10 SOE and Microsoft Office 2013 / 365. Recommending a Migration Strategy based on the target state environment Global Windows 7/10 SOE and Office 2013 / 365. To provide a project schedule which will take in to consideration design, build, implement, project dependencies and testing strategy. To provide indicative project cost estimation to design, build & implement the Global Windows 7 SOE and Office 2010 / 2013 Professional globally base on the migration approach. To plan, design and implement Juriba Dashworks tool to manage Windows 7 and 8.1 migration projects. To plan, design and implement SCCM 2012 for Image Engineering and to manage Windows 7 and 8.1 migration projects. Leading team of Application Packaging, Software Deployment, Image Engineering and Windows Deployment
Projects Summary 1. Working as an Architect for Image Engineering, Application Packaging and Deployment of Windows 10 for a large Pharmaceutical company headquartered in Japan with up to 30,000 seats. 2. Worked as Image Engineering and Windows 7 migration Architect for a large Logistics client across Australia and some part of other Geographies. 3. Completed Windows 7 migration with MS Office 2007 for a large insurance company across Australia. 4. Involved in Windows 7 migration with MS Office 2010 for a retail client across United States. 5. Involved in Windows 7 migration with MS Office 2010 for a large investment bank in France and across Europe. Mphasis Limited, Pune December 2010 to April 2013 Principal Infrastructure Engineer Managed team of 34 resources responsible for implementing & supporting virtual and physical servers, operating system deployment, SCCM 2007, Patch Management and automation Tools across multiple geographies. Managed team of 4 resources responsible for SCCM, Software Deployment and Patch Management. Provided L4 Support for Windows & AD and L3 Support to VMware and playing a SME role for the platforms that are supported. Design and Deploy Microsoft SCCM 2007 products focusing on Software deployment, Patch management, Asset management, Operating System deployment, Power Management and all other product offerings. Software Updates Distribution using SCCM 2007 and manage Patch Testing and Patch Deployment change and Release Process. Designed and executed Windows 7 assessment & migration. Assessing current client environment for Office 2010 readiness using Microsoft OMPM & OCCI tools. Responsible for creation and maintenance of all client group policy objects including security settings and operating system configuration. Implemented BitLocker for fixed and removable disk encryption eliminating the need for additional 3rd party solutions. Training and developing the skills of the team members by conducting regular weekly catch-up meetings and Chalk & Talk sessions. Involved in Windows Patch Rollouts, responsible for Patch Management. Scheduling and applying Security Patches and upgrades, adherence to Patch Schedules as per the UAT. Responsible for Backup operations. Taking care of NT and IIS backup and restoration strategy as per the customer data retention policy. Involving in disaster recovery and BCP activities in Data Center. Responsible for Scheduled/Planned/Unplanned Outages (Down Time Window) along with Outage notification (Communication) and providing proper Rollout plan with justification. Creating CMR (Change Management Request)/RFC (Request for Change) for major technology upgrades, new activities or changes (addition/removal) in the existing IT environment.
Decommissioning (Retirements) of Physical, Virtual Servers and Physical server Build Process, Commissioning of Servers. Defining, maintaining detailed technical documentation (SOPs for unknown and resolved issues, Processes) and Operational Standards. Trouble Shooting on SCCM distribution failures and validating packaged applications for deployment readiness. Implementation of Moatis tool to monitor the Wintel Infrastructure performance and health and remediate if there are any events indicating any degradation of Wintel Server Infrastructure. Handle the Wintel Server Issues reported either by the end users, application owners or other support teams (Including the events) and drive it to resolution/restoration of services. Handling escalations and resolving them to the fullest satisfaction of the client within the SLA. Unisys Global Services India, Bangalore April 2009 to December 2010 System Analyst 3 Served as SME Image Management and End Point Security services in End User Computing. Managed team of 22 resources responsible for implementing & supporting Operating system deployment, Application Packaging, Patch Management, Software deployment and automation across multiple customers. Worked as Shift Lead to manage VMWare ESX infrastructure and Windows Server environment for a diamond company headquartered in London. Installation, configuration, use and maintenance of Windows 7 Image using SCCM 2007 and MDT 2010 To design agreed standard operating environment for managed Hardware based on specified functional requirements and the image management procedure. To develop and execute on enterprise level workstation imaging / deployment methodology through WDS, SCCM 2007, Altiris and Microsoft Deployment Toolkit solutions. To Handle all client queries and communication over email and troubleshooting calls. To create and configure packages, programs, advertisement and collections in the SMS/SCCM environment as per requirement. To design, customize and produce reports out of the SCCM database as per requirement. Security Updates Distribution using SCCM 2007 and manage Patch Testing and Patch Deployment change and Release Process. Generating Customization report using SCCM 2007 and other deployment tools report/queries based on customer requirement. Patch Management of Physical and Virtual machines through WSUS, SCCM 2007 and Altiris Deployment Solution. Safeboot server administration for centrally managed device encryption for laptop users. Perform month Workstation Security Compliance to meet industry standards level for Antivirus and security patches To design and implement solution during Windows 7 migration for user data backup and restore utilizing Microsoft and non-microsoft technologies. To conduct training on new technology related to end user computing for the peers.
IBM India Private Limited, New Delhi February 2008 to April 2009 Customer Support Representative Served as Technical Lead in End User Services stream for the Desktop Configuration team, managing the knowledge levels within the team, creating learning and development plans, ensuring skill levels are maintained, delivering team training. Performed Microsoft SMS 2003 to SCCM 2007 migration. This included migrating ~3000 nodes to Windows Vista as well as re-architecting the SCCM hierarchy. Implemented new patching standardization and procedures utilizing SCCM 2007. Setup and configured SCCM Operating System Deployment (OSD) for Windows XP and Windows Vista, this also included managing all task sequences/images for the different HALs on XP as well as Windows Vista. Developed and executed on enterprise workstation imaging / deployment methodology for Windows XP and Windows Vista. HP Open View administration as incident management solution for Service Desk. Migration from HP Oven View system to BMC remedy and training support teams as well as end users on new ticketing tool for IT related issue. Single Point of Contact for all end user related queries. Defining policy for data backup and restore for laptop and desktop users. Safeboot server administration to manage data encryption for laptop users. Patch Management using Microsoft WSUS and SCCM. Accountable for ensuring that delivery is within and better than prescribed SLA levels and establishing processes for continuous service improvement. United Health Group Info Services Pvt. Ltd, Gurgaon April 2007 to February 2008 Technology Support Analyst Serves as Single Point of Contact to the 2500+ end users for any technical support on call or through remote assistance (if required). Operating System and Software Deployment using Altiris Deployment Solution. Troubleshoot and diagnose hardware, software, printing and network connectivity issues, including LAN, WAN, Dialup, and VPN access in a windows XP environment. Troubleshoot corporate applications with the use of scripted knowledgebase and assign issues to the appropriate support group. Proactively contribute new knowledgebase articles and update the knowledgebase. Worked on HPSD for logging tickets and transfer them to correct queue for further processing/troubleshooting. Troubleshooting of Wi-Fi at client end, with the help of remote assistance tools. Responsible for major escalations of networks, server s etc. issues to higher level for quick resolution. Installation and configuration of Windows, creating users and group accounts, installation and configuration of network print server and maintenance of networking components.
Print server Management Creating and managing Print Queues in File and Print Cluster Servers. File server Management (Folder creation, deletion, and access rights). Responsible to work on escalated issues of the company Executives. Arrange Team Trainings on Soft Skills as well as Technical Skills within the organization. Worked closely with the US counterpart & other geographical offices to ensure proper standards across the business and to reduce duplication of effort and resources. Propose the best possible technical solution to the business owners & implement the same when needed. Acted as a Liaison with internal departments and teams to determine user requirements, execute projects, set service standards and ensure users satisfaction. Developed and maintained a deep technical understanding of all hardware and software applications in use across the business environment to have the necessary capacity to provide troubleshooting support. Support Desktop hardware and software across the organization including office computers, applications, and peripherals for internal office users & remotely supported company owned other offices at different location. Info Services March 2006 to April 2007 Desktop Support Engineer Assist at the L1 level to IS Administrator in Windows Server issues. Installation & Configuration of HP/Dell/IBM Laptops & Desktops with Win-XP with project specific applications. Lead a team of 4 highly skilled engineers for supporting end users on daily issues. Creation of User Accounts, Administering Domain Controller, DNS & DHCP Server. Resolve the in-house user s problem on daily basis related to systems, networks, etc. Working on Remedy Helpdesk software for online tickets and resolves them under SLA. Installation & Configuration of Snap Deploy Server, for In-house Clients Computers. Installation & troubleshooting of mail client software MS-Outlook, Corporate applications, Printers & Systems. Responsible to maintain IT inventory. Installation & configuration of VPN Client software. Maintains the in-house network & provides data sharing support. Co-ordination with various vendors (HP, IBM, Dell, Canon) Parsec Technologies Limited October 2005 to March 2006 Executive Technical Support Product Business Served as Dialer Support Engineer for Phone Dialer software known as Paragon Call Center. Conducted various training on company product suite for call center agents at client premises. Trouble-shoot customers software and hardware problems related to call center over the phone or in presence ensuring that the issue is resolved, escalated or dispatched. Contributed to the company knowledgebase regarding Known Errors and solutions to technical problems by writing and updating documentation for internal and external use. Assisted and educated new employees with customer questions, company policies and system problems.
EDUCATION Diploma in Computer Engineering in 2005 from Ambedkar Polytechnic, Board of Technical Education, Delhi. MCSE: Desktop Infrastructure Solutions Expert ITIL V3 Foundation Certified Microsoft Certified Technology Specialist (MCTS): Administering and Deploying System Centre 2012 Configuration Manager (70-243) Microsoft Certified Technology Specialist (MCTS): System Center Configuration Manager 2007, Configuration(70-401) Microsoft Certified Technology Specialist (MCTS): Windows 7, Configuring (Exam 70-680) TRAININGS Attended training on VMWare Horizon 6 and AirWatch in 2014. Attended training on Windows Intune/ SCCM with Intune integration. Advance presentations skills PERSONAL DETAILS Full Name Kamal Goyal Date of Birth 03 June 1984 Nationality LinkedIn Profile Website Indian www.linkedin.com/in/goyalkamal www.kamalgoyal.com