Lead Analyst ST
SITA
Total des années d'expérience :18 years, 2 Mois
• Working in the Fixed Assets Alignment Program which has objectives and deliverables serving both Technical Support Operations and Finance. The main objective of the program is achieving full reconciliation between the asset ledger and assets on the floor. The asset alignment work forms the basis of implementing ITIL SACM (Service Asset and Configuration Management Processes) which is the long term objective.
• Participating in the annual financial audit by providing inputs to corporate control to help identifying the Audit scope. Providing the end of year audit assets reconciliation results and reports; this is done by utilizing OSS, CRM, Purchasing and Ordering Tools along with the Financial DBs.
• Utilizing ITIL SACM and ITAM processes to analyze, align and reconcile 400K IT Assets. The analysis work includes data analysis and interpretation for both financial and operational data.
• Responsible for BusinessObjects InfoView 1st level support to users within the FAA Program. In addition to change management and enhancements for the BusinessObjects FAA Universe; this is done by involving the Data Warehouse Specialists and BusinessObjects InfoView Specialists.
• Providing Application support across the application life cycle for the AMI AssetTrack Application including; Testing App Packs, Deploy/Upgrade the Application over Windows Server OS and DB backend fixes when required.
• Provide incident management and change management for AssetTrack users including troubleshooting Windows Mobile Problems over a Motorola HHT.
• Troubleshooting Application Interface problems between AssetTrack, Purchasing, CRM, Reporting tools and ITAM Categories Management System.
• Represented FAA during the Design, Testing and acceptance of the new Finance Systems (Purchasing and Asset Ledger) suite which has Interfaces to the BussnessObjects FAA universe, AssetTrack and ITAM Categories Management systems.
Incident auditing, Discussing team progress, team concerns, and training requirements on meetings with the team. Managing new processes, new projects to be supported and new tools.
Spares SPOC - Single Point Of Contact - within SITA Global Operations. Responsible for Spares Management for 2 Major Products.
* Performing fault triage for the following Network Solutions:
1- Juniper Application Acceleration Networks
Including IPVPN and Application Accelerator Troubleshooting
2- NORTEL IPSec VPN
Including Troubleshooting ISP problems and NORTEL VPN Gateway Problems.
* Escalating tickets on management basis according to problem Severity level.
* Escalating tickets on technical basis to various teams based on fault nature.
o Open trouble tickets on proactive basis using the following monitoring Systems:
o SolarWinds
o Nagios
o Smarts
o Responsible for Monitoring the following Network nodes:
Cisco Routers
Cisco Switches
Juniper Application Accelerator
NORTEL VPN gateways
o Responsible for troubleshooting and evaluating leased line, ADSL, LAN, WLAN and E-mail problems via telephone and field visits.
o Issuing trouble tickets and escalating problems depending on fault nature.
o Responsible for monitoring network nodes including Access Points, Cisco Routers and Firewalls using Solarwinds and Nagios monitoring systems.
ITIL Intermediate level - Service Transition Certified
- Self studied BSCI Track. (Year: 2007) - Attended AssetTrack Training and Workshop with AMI. (Year: 2011)
- Attended Influential communication Course. (Year 2009) - Attended Problem Solving Workshop. (Year 2010)
Bachelor degree validated and approved by Greenwich University, England.
