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Senior Technical Specialist Resume Profile

PROFILE

  • A highly experienced and practical Windows Systems Engineer paired with IT Operational Management for large scale IT environments delivering support for excess of 10,000 Business Servers.
  • Ability for acute focus on both technical aspects as well as business requirements and cost constraints.
  • With 15 years of IT experience, 8 years of Virtualization/VMware and 2 years Operational and People Management.

CAREER HISTORY

Operations Manager

Confidential

Summary:

  • Managing a diverse Windows Support Team located within Australia and India to deliver service and support to the Confidential.
  • Ensuring delivery of 99.98 for service and availability, of 10,000 Windows and ESX Servers Australia Wide.
  • Key focus is on Service Level Agreements SLA's to ensure delivery of service and cost viability by a means of offshoring.
  • As part of Confidential, key deliverables are offshoring 90 of Wintel Support SME's to IBM Global Services India for on-going technical support and management of the Account.
  • Achievements:
  • On-boarding and Training Global Delivery GD resources in India 50 Engineers for support and management of the National Australia Bank Account.
  • Spending 5 weeks in Delhi, India conducting Knowledge Transfer KT to Technical SME's on High Incident Management, Change Management and Disaster Recovery.
  • Successfully transitioning Wintel On call support to offshore resources.
  • Achieving the highest SLA's to date for Wintel Support Team with Incident Management.
  • Achieving the highest SLA's to date for Wintel Support Team with Problem Management.
  • Managing an internal BAU Project to uplift VMware infrastructure to ESX 5.0 Update 3
  • Managing successful rollout of Tivoli Enterprise Manager TEM
  • Reduced Incident Count via Incident Analysis to remove duplication and resolve previously un- identified issues Monthly reduction of over 300 Incidents.
  • Streamlined Ticket handling processes to achieve 40 reduction in ticket numbers, whilst ensuring sustained incident numbers across multiple support queues.

Accountabilities:

Ensuring delivery of service for approximately 10,000 Windows Servers across Australia.

  • Managing a Team of 20 Australian SME's and 50 Indian SME's.
  • High Level of Customer engagement with National Australia Bank
  • Service Level Agreement's for Incident, Change and Problem Management.
  • Reporting to Account Executives on SLA's and Service Deliverables
  • Resource Allocation for Project initiatives and business priorities
  • Server Security and compliance.
  • Managing the ESX 3.5 4.0 5.0 VMware environments
  • Management of the Development, Test and Production Forests/Environments
  • Delivery and Documentation of the Windows Disaster Recovery Environment
  • Delivering Patch Management across National Australia Bank

Senior Technical Specialist Intel

Confidential

Summary:

  • Confidential is a global technology provider employing 400,000 employees worldwide
  • Confidential has outsourced all components of IT Service Delivery to IBM Global Services to support, manage and operate.
  • Confidential provides technical service and account management for NAB to uplift and support an antiquated and extensively aged server hardware and technology fleet.

Achievements:

  • Automating reporting, providing key information for VMware environment.
  • Automating, via scripts, the data collection for the capacity report.
  • Virtualising 1000 servers to reduce carbon footprint and power consumption in National Australia Bank Datacentres.
  • Implement VMware Capacity Planner to reduce excess disk and hardware allocations on server fleet to deliver cost savings.

Accountabilities:

  • Supporting 10,000 servers across Hosting and Workplace services. Included is the support of approximately 900 National Australia Bank Branches across Australia
  • Daily Health Checks of Development, Test and Production environments.
  • Lead SME for the management of the VMware/ESX environment
  • Lead SME for Problem Record Investigation and Analysis.
  • Lead SME for bi-annual Disaster Recovery simulations
  • Technical Lead on Tech Bridges and Customer Meetings for Major Incident Management and Root Cause Investigations.
  • Server Patch Management via SCCM, SMS, WSUS and Novell Patchlink.
  • On call Support for Wintel Team

Confidential

Summary:

Confidential has a significant investment in VMware and virtualization. Over the past 4 years, there has been a significant reduction of physical servers with both P2V and the policy of VM first for any new server requests.

Achievements:

  • VMware infrastructure upgraded from ESX3.5/VC2.5 Update 4 to vSphere 4 Update 1
  • VMware view upgraded from VDI 2 to View 4 Update 1
  • Implemented VMware Site Recovery Manager into our DR process
  • Proof of concept with MS clustering with Windows 2008
  • Proof of concept with MS SQL 2008 in a VM environment
  • Proof of concept with using RDM disks with VMware SRM
  • Creation of an automated build script for ESX Hosts for version 3.5/4.0
  • Implementation of PowerShell/PowerCLI scripts for monitoring VMware environment
  • Server hardware managed by IBM Systems Director 6.1
  • Implemented Novell Patchlink for server patch management Aviva/MLC
  • Implemented Microsoft Deployment Toolkit for automated server/desktop imaging and provisioning.

Accountabilities:

  • Primary support for the management of the VMware environment
  • Third level support for Windows Server Administration
  • Managing DR process for Windows VMware environment
  • Generation of Windows, Server Hardware VMware component of the Capacity Report
  • Proof of concept, design and implementation of new and divergent technology.

Network Administrator

Confidential

Summary:

  • Knox City Council is a local city council in the outer eastern suburbs of Confidential
  • Local Councils provide services to the local community to ensure the health and well-being of the local residents and visitors to the municipality.
  • Achievements:
  • Successful Migration of NT4 to Windows 2003 Active Directory.
  • Rollout of new Standard Operating Environment SOE Windows XP, replacing all machines previously running Windows 95.
  • Implementation of Microsoft Systems Management Server 2003.
  • Lotus Notes 6 to Microsoft Exchange 2003 Migration.
  • Implementation of a Managed Environment by locked down GPO's.
  • Security audit and lockdown of all corporate servers.

Accountabilities:

  • Network Administration
  • Security management, auditing, virus protection
  • Remote access
  • Disaster Recovery
  • Network design and implementation

Systems Engineer

Confidential

Summary:

Centari Systems is a Technology Services Provider delivering support, project services and technical account management for its customers.

Accountabilities:

  • Windows Field Engineer
  • Network management
  • Email administration
  • Creation of Standard Operating Environments SOE's
  • Internet administration Web Servers, firewall proxy server

KEY COMPETENCIES

  • Clear, logical mind when working on business critical and high pressure situations
  • Key competency in delivering ITIL and Change Management within the financial industry sector
  • Demonstrated experience in delivering global cross skilling and global team structures for effective service management and delivery
  • Over 10 years of systems experience in heterogeneous hardware and software environments
  • Excellent communication and interpersonal skills
  • Highly developed problem solving skills
  • High level technical skills across Windows and ESX platform

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