Support Analyst
BP SINGAPORE PTE LTD
Total years of experience :16 years, 9 Months
• Queue Manager for Remedy Incident Management and route the tickets to correct support groups
• Handling and Resolving the incident requests which are logged through BMC Remedy portal
• Configuring and Managing Active Directory Security Groups for Shared Folder Access
• Troubleshooting and Resolving User permission issues
• Quota Management and Folder access using NetApps Filer
• Handling requests related to VMware in vSphere 5.5 environment
• Creation, Migration and Deletion of Exchange Mailboxes
• Setting up Restrictions, Limits and Permissions on a Mailbox
• Extraction of data from Mailboxes using EXMERGE and Tracking of Mailbox Capacity Records
• Creation and Management of Distribution Lists and Email-enabled Security Groups
• Performing User and Mailbox Migration between different regions following the BP SOP
• Providing technical and application support to trading and shipping users
• Monitoring the Active Directory and Exchange servers for CPU, Memory & Disk Space Utilization
• Planning, Scheduling and Leading the Changes adhering to Change Management process
• Assuring all Virtual Country Operations are carried in proper compliance of ITIL Process
• Working closely with Project Managers and stake holders for Change activities to ensure Hosting services in APAC region are recovered efficiently within the scheduled change period.
• Deploy Microsoft security patches for APAC ER (Emergency Release) & QR (Quarterly Release)
• Enhancing Risk Management capabilities by attending Monthly Risk Review meeting and actively participating in the risk discussion in identifying new risks and proposing mitigation actions
• Managing and monitoring Mega Datacenters using HP SIM, MOM, NMS and VCOPS
• Logging server issues with vendors HP and TRT, follow-up and assists with the Datacenter access clearance for Engineers and make sure issues are resolved at the earliest.
• Risk Assessment of Datacenter activities & make sure they are carried out as per BP HSSE compliance
• Decommission of servers based on BP recommended security policies and procedures
• Managed Active Directory Users, Organizational Units(OU) and Groups
• Created and Deployed group policies, Performed DC diagnostics, health check and resolved the issues
• Deployed and Managed File Servers and Print servers
• Configured DNS, Created forwarders, Host records, MX records and created DHCP scope and exclusions
• Deployed and Managed Windows Operating Systems in SCCM 2007R2
• Maintained and performed troubleshooting of Exchange servers 2003, 2007 and 2010
• Recovered emails at Mailbox level and Information store level with Symantec Backup Exec
• Performed Exchange Defragmentation for better performance and healthy database
• Supported Symantec Mail Security, MIMEsweeper, Barracuda & Forefront Security for Exchange
• Provided support on VMware, Microsoft Hyper-v, Citrix XenApp and Metaframe Presentation Servers
• Managed devices and users with BlackBerry Enterprise Server(BES) and Blackberry Desktop Manager
• Deployed Symantec Endpoint Protection Manager (SEPM), Kaspersky and Trend Micro Enterprise Suites
• Implemented Symantec Backup Exec & System Recovery, Storage Craft Shadow Protect, Acronis
Backup & Recovery, Script Logic Image Center, CA XOsoft, Arc Serve backup and SQL 2008 servers
• Configured and provided support on Routers and Firewalls
• Managed Active Directory Users, Groups and Computers
• Deployed and Managed Software with Group Policy
• Created and Managed SMTP, POP accounts in MS Outlook and Lotus Notes
• Created User accounts and Managed File Access and Printers
• Deployed and Managed Operating Systems Windows XP, Windows Vista and Windows Server
• Administered Symantec System Center to push agents and virus definitions
• Installed and upgraded packages like MS office (2003, 2007), Antivirus and other software
• Resolved issues related to Network connectivity, Operating Systems, Hardware and Applications