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Enterprise Support Analyst Resume

SUMMARY:

Over Fourteen years’ experience in Project Management, Technical Account Management, and Service Delivery (Infra/Apps/Solutions) transitions within the BFSI, Electronics, and IT Services industry. Hands on Technical experience - Specialized Hardware, Networking, Information technology management or Software engineering. Ability to negotiate contracts for professional services, hardware and software with vendors. Managed RFP processes for all purchasing initiatives to include obtaining supplier bids/proposals, performing cost analysis, reviewing supplier qualifications and awarding business to the most qualified supplier. Excellent Enterprise Customer Interfacing skills coupled with effectively design and implemented Best practices for cost savings programs for Resellers.

COMPUTER TECHNOLOGIES:

Languages: Lotus Notes (Lotus Script, Notes Formula Language, C/C++ APIs, VBS)

Applications: Lotus Domino 6, Lotus Notes R5.x, 4.x, 3.x, Lotus Notes Administrator R6, Lotus Sametime7.5, and Messaging, Collaboration tools, Symantec Gateway products, VERITAS netbackup offering.

Operating Systems: Windows (XP, 2003 server, NT, 98), LINUX 2.6.9 - 42, AIX 5.2; SUN8.0

WORK EXPERIENCE

Confidential

Enterprise Support Analyst

Responsibilities:

  • Main escalation point for some of Confidential 's largest and most strategic customers during critical outages or business impacting issues
  • Provide high end technical expertise and knowledge of the Confidential solution while articulating and championing the Confidential solution to Premier Customers and Carrier Sales Engineers.
  • Subject matter expert for cloud based email within the Office 365 and Confidential environment
  • Oversee customers’ accounts on a daily basis, being in a proactive state to ensure the Confidential solution is working as expected and to mitigate any possible issues in the future
  • Engaged with a vast array of business units within Confidential such as NOC, Engineering, Sales, Legal, Product Readiness, Product Development and Technical Support
  • Track and manage customer’s daily issues and provide Executive Summaries outlining both technical and political issues to both Internal and External Executives
  • Planning and executing of customers new BES environments migrating from 4.1 Exchange platform to 5.0 and BES 10.x MDM solutions in line with Sales Targets
  • Drive the Confidential solution in customer’s environments outlining the benefits and additional products available to them through their carriers
  • Quarterly reviews conducted with strategic customers to ensure the account plan matches with their short term and long term goals. This is utilized to examine past issues and focus on opportunities within their organization
  • Relay information provided by the customer to appropriate departments in regards to feedback and BETA testing
  • Internal development of process and training material for new initiatives such as Beta portals and New Hire Training
  • Responsible for program segments to include proposal development, requirements analysis, planning, design, and implementation.

Confidential

Account Manager

Responsibilities:

  • Establish and maintain excellent relationships with key decision-makers within existing and potential clients.
  • Liaise with Client and other GfK offices around the SEA region to ensure commercial strategies are followed through.
  • Construct and follow up all proposals to clients.
  • Understand and maintain all deliverables to ensure complete client satisfaction.
  • Identify potential problems and propose pro-active solutions to meet client needs.
  • Handle internal contract-related tasks (Merchandising, Offers, Contracting, Invoicing, Payments).
  • Construct and follow up all proposals to clients.
  • Ensure that the quality of the product remains at a very high level.
  • Work with the respective local FMT to ensure client satisfaction and continuous revenue growth.
  • Produce POSM market charts and make Bi-Monthly report presentations to key account Client Execs and Channel Marketing teams over Data Surveys and Market Reviews.

Confidential

Premier Support Analyst

Responsibilities:

  • Enterprise Support Analyst is the interface between Premier Organizations and Customer Support Operations at Research in Motion
  • Providing technical expertise and knowledge of the Confidential solution while articulating and championing the Confidential solution to Premier Customers and Carrier Sales Engineers.
  • Part of BETA devices rollout team, engaged in gathering reports and Premier Customer feedback over stress testing Bugs/ Devbuild for pre-release Confidential devices and Confidential Enterprise Architecture components.
  • Evaluate Support Readiness and Post Launch Support Improvements.
  • Host conference calls and service review meetings to discuss Premier support activity and support performance over open Incidents.
  • Work closely with Premier Customers to ensure that we have the right processes and tools available for them to effectively support and manage Confidential solutions.
  • Based on Carrier feedback and incident analysis, facilitate knowledge transfers for new and updated information.
  • Engaged at close quarters with the Premier Advantage customer and Sales/Marketing to prospect pitch & close new business. Oversee existing campaigns to grow key accounts.
  • Join Carrier launch calls with Product teams to ensure support obligations are considered with communication liaison for Premier and Partner SAMs Support on RIM / Confidential initiatives across board (NOC details to Support Centers, BU etc.).
  • Monthly webcasts to provide Named Callers with information and workarounds to proactively diagnose common technical scenarios.
  • Responsible for program segments to include proposal development, requirements analysis, planning, design, and implementation.
  • Use professional concepts and company objectives to resolve complex issues in creative and effective ways. Exercise judgment in selecting methods, techniques and evaluation criteria for obtaining results.

Confidential

Project Architect

Responsibilities:

  • Responsible for the Identity Management, Content Management, Service Oriented Architecture, New Product/Technology Introduction and Enterprise Engineering efforts within Panasonic while reporting with Technical Head.
  • Technical evaluator role to plan, design and implement with IBM as Development partner for several internal start-ups for different verticals with an initial focus on the SaaS, Cloud Computing, Web 2.0 and SOA space.
  • Knowledge of cloud principles, types of clouds, business model and services offerings the Cloud Computing/SAAS space that provides Identity Management in the cloud.
  • Worked with IBM as development partner to Setup a SaaS Centre of Excellence that provides BI and IT solutions in the cloud (as SaaS) to internal functions.
  • Manage Hardware Service Level Agreements between hardware and software vendors, ensuring service and levels are maintained at optimum levels.
  • Manage vendor relationship and agreement and project management of corrective actions, drove process improvements
  • Develop complete and accurate business models including process, data, organization, Enterprise change management, Release and Deployment management.
  • Participate in vendor RFP, proposal review, demo, and selection process
  • Review Statement of Work; negotiate contract terms, rates, plans, schedules, resources, involvement, and roles/responsibilities
  • Oversee the timely compilation of service transition level status reports while building metrics to track and report effectiveness against outstanding milestones/deliverables, status, resource requirements and issues
  • Weekly status reports to management and participated in BCP meetings.
  • Established when dual vendor strategy is required, create timelines and project plan for submission to Business Management.
  • Creates and responsible for the implements recommendations for improvement
  • Develop Process Controls, Procedures and Templates
  • Weekly Status Reports to Management.

Senior IT Analyst

Confidential

Responsibilities:

  • Daily management, analysis, and troubleshooting of 1100+ Notes, 200 BES (4.2.2.122) users Lotus Notes 7.0.2 FP2 mail files/users, and monthly server maintenance on 4 Domino Hub, Mail, SMTP, Application, Archive, and Development/Operation servers (LINUX 2.6.9 - 42,5.0-Vietnam), Hardened all servers on quarterly basis.
  • Service upgrades of Domino based servers, planning phase wise upgrades of servers to 6.5.5FP3F129, including clients, Apps. Testing & verification performed.
  • Stabilizing & standardizing the messaging environment from end to end, stabilized Domino version 8.0.1 environment clustering implementation for pilot user migration in PIA-Philippines, PTM-Malaysia, PTHC-Thailand user’s migration from MS-Outlook (POP3) to Notes (NSF) via agent automation process, global migration of calendaring & scheduling applications.
  • Project involvement in POC/Roll out of E-mail archival project (Mail Attender-Sherpa s/w) for all PIA Panasonic employees.

Confidential

Senior Domino Mail Administrator

Responsibilities:

  • High availability clustered environment provides business continuity, With State-of-the-art IBM and Dell servers, a proven reliable technology.
  • Designed to achieve efficiencies through consolidation to a centralized infrastructure.
  • Mature Lotus Domino 2000 client/server migration process, used for migrate over 10k clients to over 200 Domino based servers & vice versa.
  • Extensive mail routing and replication experience in both LAN and WAN environments, including planning topologies.
  • Conversance with antivirus systems, Patch management, particularly in regards to content security (e.g. Mail Sweeper/MIME Sweeper).
  • Planned and implemented many upgrades from Release 5.0 to Release 6.5 of Domino and Notes.
  • Created E-mail and collaboration accounts, Installs software, performs software upgrades, and service packs as required.
  • Works with end user, third party service providers and IT team to evaluate and solve technical problems.
  • Evaluates existing systems and/or user needs to analyze, design, recommend and implement software changes related to e-mail and collaboration.
  • Manages the client deployment, maintenance, support and upgrade of e-mail and collaboration software.
  • Enforces corporate IT security policies and company best practices related to E-mail and collaboration.
  • Primary requirements were to immediately absorb the environment, and offer 3 rd line support, patching, server builds and quality documentation as quickly as possible.
  • Confidential Enterprise Server and Desktop Manager Infrastructure Support. Managed, administered and supported the Confidential Enterprise Server 4.0 SP2 & upgrades.
  • Performing Notes Quality Assurance tasks of certifying Domino databases to be deployed in Global Wide Application servers, which runs through Standardized checks & filters according to JPMC standards.
  • QA Process requests through GNATS workflow tools & DB's while running Team studio server reports (using TS Analyzers, filters, Ytria Internally customized Ptools ) for checking results & design conflicts.
  • Change Management -- change requests understanding, analysis of implementation, impact analysis, implementation, Feedback solutions.
  • Problem Management -- Problem understanding, impact analysis, Development co-ordination, implementation, Feedback solution.

Confidential

Senior Lotus Notes Analyst

Responsibilities:

  • Daily management, analysis, and troubleshooting of 9000+ Lotus Notes 6.5.2 mail files/users, and monthly server maintenance on 49 Domino Hub, Mail, SMTP, Application, Quickplace, Sametime, Voicemail, Archive, and Development/Operation servers.
  • Daily monitoring of critical server tasks, analysis & problem resolution of misc. events log files, data drive disk space, clubusy.nsf for replication conflicts, statrep.nsf for errors, mail.box’s for dead mail, replication events cluster replication, troubleshoot mail file rules & purge rules, replace design of improper mail templates.
  • Troubleshoot and resolve server crashes, and transmitting pertinent files to Lotus for support.
  • Create online scheduled server archiving for select users, troubleshoot mail archiving, including synchronize documents and rebuilding archives.
  • Backup responsibility for Team Collaboration Quickplace Servers, including un-registering places in Place Catalog, renaming directories, registering and unlocking new place names in Place Catalog using qptool command.
  • Secondary responsibility for Monthly Server & Mail Reports to management. Use Remedy to document issues.
  • Responsible for Deploying Lotus Notes applications and implementing security using roles, sections, groups, access control lists, and form formulas.
  • Consulted with first level users to determine enhancements to existing applications.
  • Proposed and implemented feature enhancements to increase performance and reliability.
  • Participated in frequent design meetings to define specifications, scope, and to monitor progress.
  • Worked closely with Quality Assurance to provide products, which met standards, and towards a goal of achieving a CMM level 5 standing.

Confidential

Lotus Notes Analyst

Responsibilities:

  • Handled the Primary Control - Desk positions, dealing with monitoring Servers and handling SEV-1 escalations.
  • Provide technical assistance to Worldwide IBM employees in managing and maintaining Lotus Domino server/ Clients.
  • Installation, configuration and maintenance of Lotus Notes R6 Client.

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