SUMMARY:

• More than 10 years of experience in controlling the projects and administration, implementing different kind of IT projects including Desktop Support, Change Analyst, Access Control Analyst, and Systems Administration with LAN, WAN, Routers and Cabled Networking.
• ITIL Certified.
• Recognized expertise in steering complete project lifecycles from concept and design, through documentation, testing, implementation and training phases.
• High level time management and organizational skills.
• Proven experience in understanding KPIs and their relationship to an abatement regime within a complex service delivery model.
• Motivated by the succession of the team.
• An energetic, bursting with ideas and a powerful result driven.
• Am not afraid to roll up my sleeves to get the job done.
• Can do attitude with a deliver today, not tomorrow strategy.
• Experience in managing multiple customers and maintaining good working relationships.
• Excellent communication and interpersonal skills.
• Well organized individual who has excellent time management skills.
• Willingness to travel and stay away from home on occasions.
• Putting customers at the forefront of everything I do and the business decisions I make.

TECHNICAL SKILLS:

Windows OS & Office Suites ~ Microsoft Exchange ~ Microsoft Proxy ~ Microsoft IIS ~ Active Directory ~ Web Servers - Internet/Intranet ~ Web Publishing ~ Networking Essentials ~ Desktops Hardware ~ Virtual Private Networks (VPN) ~ FrontPage/Dream Weaver ~ Flash MS Office suite ~ MS Operating systems (Windows 95/ 98/ 2000/ XP/ Vista) ~ Active Directory (Adding/ deleting accounts) ~ Install Workstations with the SOE ~ Windows 2003 server ~ VPN (Dial up/ remote access) ~ PDA devices Blackberry ~ ITIL exposure ~ Webex ~ HP open view ~ Software/ Hardware repairs ~ Anti-virus software ~ PC/ Laptops Rollout ~ Replacing / reallocating computers ~ Routers/ Switches ~ Storage Backup ~ Adobe Acrobat ~ Internets/ Intranet ~ Bluetooth ~ Printer troubleshooting

WORK EXPERIENCE:

Confidential

Network & Desktop Engineer

Responsibilities:

• Discovery and collection of information before sending a report to Project Manager.
• Visiting Telecommunication closets and every department by verifying all the information with the devices matched.
• Working with tools Infoblox Grid Manager, VPSX, Putty, ISE (Identity Services Engine), Solarwinds, PowerShell scripting etc.
• Deploying applications/softwares and create packages in a SCCM environment whenever required.
• Using cmd / PowerShell commands to fix devices issues.
• Connecting to different servers and machines in a Citrix environment.
• Involved in installing/upgrading of the telecommunication closets physically.
• Ensure not a single telecommunication jack or department gets affected during installation.
• Ensure that the migration of the closet runs smoothly.
• Keeping all the management in a loop to make sure jobs gets completed without any issue.
• Responsible for following a script to ghost images, validate IP configuration on all devices, and troubleshoot end user issues when necessary.
• Rebooting all devices and running through migration checklist, being customer service focused once network and provisioning team has said that switch is up.
• Also visiting back to closets from the day ago or even two days ago to ensure proper device functionality and customer satisfaction.
• Interaction with enterprise/carrier-class routers and switches.
• Activating switches by running through the pre-defined script.
• Working on TCP/IP fundamentals and commonly-used routing protocols (EIGRP, OSPF, BGP, IS-IS, MPLS).
• Making sure all devices on a new network are upgraded with a new IP and connected to the new network in a non-static environment.
• Automating network or system operations through scripting or coding.
• Maintain effective communication to hospital staff (clinicians and administrative staff).
• Handling Windows 7/8 issues with minor LAN Troubleshooting.
• Performing all services necessary to install and move desktop and peripheral connections including DHCP and basic Active Directory
• Ensure to prepare full documentation and make sure all the information is easily accessible to all the technicians.

Network Engineer

Responsibilities:

• Providing end to end remote support to the VP and executives as well as field technicians over the phone.
• Worked within the SCCM environment to deploy softwares/applications and to create packages.
• Ensure all applications and softwares were up to date on technician’s devices.
• Using PowerShell scripting to fix basic issues of deployment and network.
• Using VMWare to create virtual machines.
• Using Microsoft Azure to Connect data and apps in the cloud and on-premises.
• Using Citrix to connect to the servers and virtual machines.
• Ensure service gets activated whenever technician contact Service Activation.
• Providing best possible network support and guidance to the field technicians wherever necessary before forwarding Ticket of work to the Triage Team for further assistance.
• Manage installations of High Speed Internet Access (HSIA-Fiber Service) Solution networks (Cisco); coordinate and participate in Fiber installations, including coordination with the carrier and verifying that the installation team and subcontractors have all necessary equipment and tools to complete the job on schedule and according to the Statement of Work (SOW).
• Inventory all equipment prior to installation.
• Manage and update the HSIA related installation documentation necessary to effectively support the customers HSIA equipment, pre and post installation.
• Manage onsite subcontractors, as required, during the installation to ensure installations are completed on schedule and according to the SOW.
• Work and take directions from Project Manager assigned to the Project.
• Prepare daily reports to submit to the Project Manager re the project.
• Document installations and provide an As-Built, post installation utilizing Visio, Excel and Word.
• Survey properties for the installation of a HSIA Wireless networks (Cisco), including but not limited to signal strength testing, evaluating cabling requirements, labor requirements, equipment needs, etc.
• Document services and installation actions by completing forms, reports, logs and records.
• Maintain customer confidence by keeping service information confidential.
• Updates job knowledge by participating in educational opportunities; reading professional publications.
• Working closely with Triage Network Engineers to speed up the process in order to get the job done in the first attempt within 72 hours SLA time frame.
• Sending report on a daily basis to the managers mentioning number of Tickets got activated along with the ones require urgent attention.
• Coordinating with Access Seekers to action our pending orders (in case of weather, restricted access or in case of cancellation)
• Sending tickets via Remedy and Service Now to Order Support Centre and Held Order Management once job needs urgent attention or more than 72 hours to complete.
• Handle escalated delivery partner and technician complaints in a professional manner.

Application Support Analyst

Responsibilities:

• Provide support for user incidents and services requests within an ITIL environment.
• Worked within the SCCM environment to deploy Courier related applications.
• Used PowerShell scripting in deploying applications.
• Communicate with users, keeping them informed of Remedy incident progress.
• Motivate and lead team to achieve agreed timelines, SLA's and defined standards.
• Escalate support calls in accordance with the Customer's escalation and service level procedures.
• Coach and develop the Service Desk team to maximize service quality.
• Communication of business goals, objectives and general items, as appropriate.
• Uphold and adhere to the business's core values, guidelines, policies and procedures.
• Log and update issues through to resolution in the incident management system and maintain customer contact throughout the process
• Use remote access software to investigate, diagnose and provide solutions to software issues
• Contribute towards product testing and documentation
• Perform product installations on customer's sites, either onsite or remote.

Workforce Planner & Technical Support Consultant

Responsibilities:

• Providing 1st & 2nd level support to major executives as well as users.
• Provide Remote Support on the Installation, Servicing and Configuration of IP and CCTV security systems and related software applications including alarm systems.
• Deploying applications and softwares in a SCCM environment.
• Using VMWare to create virtual machines for testing users.
• Using Azure to distribute and analyze data seamlessly across cloud and on-premises.
• Fundamental understanding of Physical Access Control/ Security Systems.
• Coordinate with vendors/contractors during maintenance/installation.
• Handling port opening issues for Security System installation.
• Scheduling, Planning, Rostering and Monitoring
• Expertise in Rostering tools i.e Click Schedule, Total web view etc.
• Generating hourly, daily and weekly reports for Managers, Team Leaders and Center managers.
• Logging all work submitted to the team, via Web form, emails or the queue.
• Managing and assigning the jobs to the technicians throughout Australia.
• Assisting in process improvements for providing outstanding customer service.
• Responsible for installing and repairing computer hardware and software using Telstra Platinum pre-defined guidelines.
• Ensuring that the job gets done within the timeframe to meet business SLAs.

Project Case Manager

Responsibilities:

• Project coordination for all level of projects - warranty/service jobs through to larger scale projects - from initial approval to completion.
• Managing and coordinating technicians to ensure on time delivery of projects.
• Managing the project cases & co-coordinating duties including data input, filing and maintaining project databases and systems.
• Assist Project Managers with tasks/duties as requested.
• Review and execute business strategies derived from Management meetings.
• Develop and maintain close working relationships with Sydney operations, interstate offices and various Business Development teams
• Supporting operations with tariff creation, maintenance, quotes and global tenders
• Develop and track project action items and issues.
• Identify, communicate and address risks to the project.
• Coordination and creation of project documentation and project processes.
• Maintain ongoing alignment with the business to ensure delivery of value
• Manage project scope, drive resolution and keep the project on schedule.
• Manage the execution of the change management plan for a smooth transition.
• Work with the business to redefine service lines, processes and procedures.

IT Systems Account Administrator

Responsibilities:

• Efficient and accurate management of system accounts and troubleshooting of system access problems.
• Maintenance of technical and user documentation of supported systems and services as they relate to account management.
• Reset system passwords including Creation, Edition and Deletion of accounts via Service Now ticketing system.
• Providing and removing accesses as per management policy.
• Time Management, Risk Management and Problem management - resolving technical issues related to access privileges, admin rights.
• Focusing on customer’s satisfaction with the applications while working towards a resolution to the reported problem.
• Maintain timely response to issues as per agreed SLA's
• Remote Desktop Support using SMS Remote Tool to fully satisfy customer when required.
• Working independently and as a member of the team while managing numerous tasks.
• Received a Customer Satisfaction Award in November 2011.

IT Helpdesk Support

Responsibilities:

• Provides 2nd level IT supports to an internal client base at a regional and global level.
• Problem Management - resolving technical issues related to access privileges, admin rights.
• Focus on the customer’s satisfaction with the software while working towards a resolution to the reported problem.
• Maintain timely response to issues as per agreed SLA's
• Remote Desktop Support using Webex to fully satisfy customer when required.
• Solving customer issues with SQL, ASP and Windows 2003 Server.
• Working both independently and as a member of the team with minimal guidance while managing numerous tasks.