Airini Michel

• Administered and maintained Microsoft SCCM infrastructure, including site servers, distribution points, and management points.
• Created and managed software packages, operating system deployment (OSD) task sequences, and patch management using SCCM.
• Performed system health checks and resolved SCCM client issues to ensure 100% compliance across the enterprise.
• Developed and implemented Group Policies and compliance baselines to enforce IT standards.
• Monitored the health and performance of SCCM infrastructure, including site components (MP, DP, SUP), using built-in SCCM monitoring tools and dashboards.
• Regularly reviewed status messages, logs (e.g., smsexec.log, mpcontrol.log, dmpdownloader.log), and alerts to proactively identify and resolve configuration or performance issues.
• Managed client health across the enterprise by tracking client installation status, policy compliance, and connectivity to the SCCM hierarchy.
• Utilized SCCM's built-in Client Health Dashboard and custom reports to ensure client check-ins, policy retrieval, and software update compliance were within operational thresholds.
• Used SCCM Maintenance Tasks to regularly clean up expired updates, orphaned deployments, and optimize database performance.
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Change Owner / Change Manager – ServiceNow

• Acted as Change Owner and Manager responsible for end-to-end management of Change Requests (CRs) within the ServiceNow platform, ensuring adherence to ITIL best practices.
• Reviewed, assessed, and approved Normal, Emergency, and Standard changes while minimizing business impact and maintaining operational stability.
• Conducted impact and risk assessments for technical changes, engaging relevant stakeholders, technical teams, and business owners for validation.
• Chaired and participated in Change Advisory Board (CAB) and Emergency Change Advisory Board (eCAB) meetings to review and authorize changes.
• Ensured that all changes met compliance, documentation, and audit requirements, maintaining full traceability of changes and associated CI relationships.
• Worked with configuration management teams to ensure accurate CI mapping in the CMDB and maintained data integrity within the change module.

• Experience in managing Citrix virtualization platforms, including XenApp and XenDesktop, to deliver virtualized applications and desktops to end-users across diverse environments
• Familiarity with Citrix Workspace solutions for providing secure access to applications, data, and desktops from any device, anywhere, while maintaining compliance and data protection
• Experience with managing the Virtual Machines of the specific infrastructure ( checking them to be registered all the time, putting them in maintenance mode, rebooted if needed, applying GPO, assigning them to users, creating Machine Catalogs, Snapshots, checking the Virtual Machines trends to be in the right parameters)
• Virtual Machine Management: Creating, configuring, and managing virtual machines (VMs) on XenServer
• This includes tasks such as provisioning VMs, allocating resources (CPU, memory, storage) to VMs, and configuring virtual networks
• Performance Monitoring and Optimization: Monitoring the performance of XenServer hosts and VMs to ensure efficient resource utilization
• Identifying performance bottlenecks and optimizing the virtual infrastructure for better performance.

• Experience in setting up server roles and features, such as Active Directory, DNS, DHCP, file services, web servers, and virtualization platform (Hyper-V)
• Experience in managing server hardware components, including CPUs, memory (RAM), storage devices (HDDs, SSDs, RAID arrays), and peripherals
• Monitor system performance metrics such as CPU utilization, memory usage, disk I/O, and network to identify bottlenecks and optimize resource allocation
• Created users and computers in Active Directory
• Implementing Policies via Group Policy Object to those users and computers, based on the scenario
• Manage network infrastructure including routers, switches, firewalls, and VPNs
• Implement and maintain network protocols and services such as TCP/IP, DNS, DHCP, and VLANs
• Troubleshoot network connectivity issues
• Maintain backup and disaster recovery strategies to ensure data integrity and continuity of operations (failover clustering)
• Learned how to use Powershell to implement things in the infrastructure
• Learned about Azure interface and how to use it
• Created users and computers in Active Directory
• Gave roles to users/computers as well as adding/removing them to groups
• Practiced based on scenarios.

• Maintained a steady office flow by directing customer inquiries, submitting maintenance requests, and routing emails to the appropriate department
• Cultivated and maintained up-to-date industry and technical knowledge of all related fields to better solve customer issues
• Adhered to bank policies and facilitated safe and protected transactions
• Responded to multiple bank and home alarms and followed designated protocols
• Worked to ensure a positive and hassle-free customer experience
• Settled any customer disputes in a professional and pleasant manner
• Brought forth excellent customer service skills and a commitment to customer satisfaction
• Provided tutorials on current data management techniques including assisting with analysis and providing technical recommendations on study software.