Santosh Lanka

• Managed the day-to-day operations of the SCCM environment, providing 2nd and 3rd line support to the business.
• Developed and deployed images and task sequences for Windows 7 to Windows 10 migrations, including creating golden images and distributing them through SCCM.
• Created task sequences using MDT for workstation deployment and managed application deployments using SCCM 2012/2016, SMS Installer, and related tools.
• Conducted application testing, repackaging, and virtualization using technologies such as Microsoft App-V and VMware ThinApp, Hyper-V, ensuring reliable and efficient software delivery.
• Implemented incident and change management processes, including raising change requests and adhering to ITIL procedures for packaging, testing, and releases.
• Collaborated with team members and the SCCM Lead to identify areas for process improvement and maintained comprehensive documentation to support knowledge sharing.
• Engaged in Windows image testing and deployment through Autopilot, ensuring smooth user experiences and system performance.
• Additionally, my role also encompass Incident Management role for diagnosing major incidents

• Ensure advanced testing methodology to ensure zero time for operating systems and deployed applications

• 2nd Line Desktop support
• Support for Office365, Mac, Windows and Windows Server operating 2012 - 2016
• Intune Management, MDM, VPN (zscalar)
• Autodesk ADOBE, ETC
• Maintained endpoint security and resolved Mac/Windows device issues.
• Configured hardware, devices, and software to set up work stations for employees.
• Patched software and installed new versions to eliminate security problems and protect data.
• Developed detailed documentation for internal procedures and processes to promote consistency among team members.

• Delivered Office365, Active Directory, and Intune support for HQ and retail locations.
• Led IT support for store openings, including POS setup, device configuration, and vendor coordination.
• Performed MDM enrollments and maintained IT assets inventory.
• Supported seamless remote work transitions by setting up and troubleshooting VPN connections for employees.

• The efficient management and maintenance the end user estate
• Supporting both the end users and Helpdesk team, with a focus on rapidly responding to IT incidents and requests and seeing these resolved in a timely manner, acting as a point of technical escalation and collaborating with other IT teams on incidents/requests and projects
• Maintaining an effective current knowledge of both current technologies and developments both in industry and in order to maximise customer service and call resolution
• Responsible for packaging and delivery strategy to include areas such as application delivery, antivirus, security patching, drivers/updates, PC and laptop builds, provisioning/imaging OS deployment, user data migration and system tools
• Promoting end user device and data security across the organisation
• Maintaining awareness of technical developments within the industry and contribute to comply with the SOCX regulations, including evaluating supported hardware, software and toolsets

• Responsible for installing and supporting network hardware, software, and applications on PC and Laptops
• Handle the tasks of providing Level 1st to 2nd Line technical support to resolve day-to-day network, Wi-Fi, computer, and peripheral equipment issues for production and test environments according to the agreed SLA's
• Updating Cisco ACS, Asset inventory
• Creating and updating Cisco Unified communication services
• Perform installation and upgrading of new network and desktop application software
• Active Directory Management, IT Access Management etc
• Responsible for preparing, loading, documenting and testing desktop and network-developed applications for deployment, staff training, and inventory
• Handle responsibilities of analyzing hardware and software problems and select proper corrective action
• Currently involved in the Windows 10/ Office 2016 Migration/Rollout Project and iPad/iPhone upgrades

• Being the first point of contact and providing the FTF whilst Supporting, troubleshooting and maintaining all the internal IT related issues within D&G network
• Configuring laptops / PC's and installing software's for the users according to theirs role requirements
• AD management
• IPhones/iPad/ mobile configuration
• Assisting and helping users with SCCM software rollouts
• Responsible for office365, online exchange, MS Exchange console 2010 management (mailboxes/shared mailboxes/ mail group creations etc.,)
• VPN account activations, troubleshooting etc
• File restores, shared Network drives mapping and AS400 account troubleshooting
• Skype for business/ MS lync troubleshooting and installation

• To provide 2nd line technical support for iD mobile customers answering support queries via phone, email and call tracking system
• To assist in the resolution of MVNO customer faults raised from front line and back office teams whilst maintaining the exceptional customer experience that MVNO customers expect
• Responsible for creating new subscriptions for the new starters and allocating them to the relevant Tariff groups
• Escalating complex issue with Three Network and to the internal Tech Team and chase them up to the resolution

Responsible for First Line Technical Support Advisor under the TFM business campaign in a team that reports to the Contract Team manager

• My primary duties include: Taking calls from customers experiencing technical issues with their voice, broadband (Fibre, LLU and BT Wholesale), Email and other contract specific services
• To maintain a high degree of customer service for all support queries and adhere to all service management principles whilst following SLA's
• Troubleshooting and diagnosing the customers' technical issues by thoroughly analyzing their copper line, broadband service and account information then resolve or escalate using the ticketing systems available to me.