Technical Support Lead
EFG Hermes
Total des années d'expérience :17 years, 10 Mois
•Manage the IT support team on a day-to-day basis
•Act as a point of escalation for IT Support Service Issues
•Maintain a proactive approach to operational and service issues with a focus on prevention rather than fix
•Owning root cause investigations, identification of recurring incidents and implementation of recommended actions to prevent further such incidents
•Management of high severity incidents, through to service restoration, including communication to the business and clients
•Create an IT Support Repository library
•Manage customer enquiries and issues via phone, email and the IT ticket tracking tool.
•Manage the IT support team on a day-to-day basis.
•Manage, maintain & create VM Servers over VSphere.
•Act as a point of escalation for IT Support Service Issues.
•Maintain a proactive approach to operational and service issues with a focus on prevention rather than fix.
•Owning root cause investigations, identification of recurring incidents and implementation of recommended actions to prevent further such incidents.
•Management of high severity incidents, through to service restoration, including communication to the business and clients.
•Create an IT Support Repository library.
•Monitor Team Call Centre for Skill Level, Customer Service delivery and KPI.
•Managing and maintaining Maximo server
•Managing and creating users in the RSA Managing console
•Managing and Maintaining User PCs in Kaspersky Security Center
•Managing Backup Tape library.
•Managing and maintaining user encrypted laptops through ePO “McAfee ePolicy Orchestrator”
•Managing and maintaining Printer server
•Assembling Computer systems and hardware support
•Software installation and support
•Maintaining and troubleshooting Desktop, Server, and Network hardware
•Managing And Creating Users in the Blackberry Administration Service
•Managing Bloomberg user accounts and Screens
•Creating new hired users in the active directory
•Creating extensions for new hired users in the ASA “Avaya Site Administrator”
•Encrypting User’s Laptop with ePO “McAfee ePolicy Orchestrator”
•Managing and releasing blocked user email through MEG “McAfee Email Gateway”
•System/Network administration Assisting
•Manage the day-to-day operations of company network and systems
•Network connectivity (Hubs, Switches, Routers, Terminal Servers)
•Maintain and troubleshoot Desktop, Server, and Network hardware
•Manage Network security, user accounts, and file security
•Creating Disaster Recovery Plans & Testing it
•Daily Security Check for network & Servers vulnerabilities
•Developing security procedures & Plans (Windows updates, Services & Corporate antivirus securities)
•Documentation of operations' procedures in case of Disaster
•Computer systems assembly and hardware support
•Software installation and support
Graduation Project: Very Good