Emmanuel Anika

In-house production support of live and recorded programming, maintenance, installation, component level repair of
broadcast and IT equipment in both studio and outside broadcast facilities in a fast-paced production environment.
Key Contributions:
• Collaboration with team members, clients and other support groups to troubleshoot and resolve issues with
broadcast/multimedia systems and computers in production environments.
• Primarily provide facility-based support. However, occasions requiring support of outside productions/events or to
provide technical support to upgrade outside broadcast facilities.
• IT and data networking knowledge used for an increasingly IP and IT centric broadcast/multimedia infrastructure, with
thorough understanding of SMPTE 2110.
• Operate within an ITSM Service Management framework, supported by common processes around planning and
managing changes

Coordinating, planning, and leading computer-related activities in this organization. Help determine the IT needs of the
organization and responsible for implementing computer systems to fulfill the organization's requirements.
Key Contributions:
• Lead large IT projects, including the design and deployment of new IT systems and services.
• Monitor performance of information technology systems to determine cost and productivity levels, and to make
recommendations for improving the IT infrastructure.
• Help define IT infrastructure strategy, architecture, and processes.
• Analyze business requirements by partnering with key stakeholders across the organization.
• Work closely with engineering and business teams to plan, design, analyze, develop, and implement systems for product
development such as design simulation, product data management.
• Perform Incident management and problem management according to ITSM standards.
• Assess vendors and develop test strategies for new hardware and software.

Computer User Support Specialist hired for resolving or escalating issues relating to hardware, software, network, and
others of computer end users when they raise requests through emails, instant messages, chats or phone calls. Evaluate, monitor and enhance IT infrastructure with an emphasis on availability, reliability, scalability, security, data
confidentiality and system integrity.
Key Contributions:
• Responsible for end-user desktop support, and the maintenance of servers and other networked devices.
• Provided L2 and L3 global end-user support for internal employees; calls to the customer over the telephone or
using remote desktop support tools for remote assistance.
• Assisted corporate users from multiple locations who would call in with various IT issues.
• Share-point, Windows, VPN, Priority management by severity level, Phone/chat/email support, Remedy ticketing
system, RDP, SCCM for software installation, Active Roles, RSA secure ID, Networking, Virus Removal, Remote
support.
• Problem Solving: Perform and review health checks, identify and escalate trends. Act on all application-level alerts
and assist with service restoration.
• Provides, or assists with, quality assurance of activities which are carried out by others.
• Incident & Problem Management: Troubleshooting & investigating. Assisting with root cause analysis and
remediation via review of logs & code logic.