Deployment/Infrastructure Support Engineer
Schneider Electric
Total years of experience :15 years, 9 Months
• • Install, configure, and maintain Windows Servers and Windows desktop workstations
• • Make sure the whole infrastructure is updated with the latest security patches
• • Deployment Engineer for ADMS environment for different customers in APAC Region:
• Ausgrid, Endeavour, Evo Energy, Unison
• • Responsible for the deployment (installation, configuration, updates, hotfixes, patches) activities of the OASyS/ADMS systems
• • Expert triage of the reported software defects
• • Close co-operation with product center on software defects resolution and providing the best solution for customers
• • Maintain Atlassian software products JIRA and Confluence for ticketing system and team collaboration.
• • 24x7 ADMS support for APAC customers
• • On-site customer technical support engineer for Phase 1 of Ausgrid ADMS project (i.e. Single Point of Contact).
• OASyS Support engineer and ADMS issue triage, ADMS customer support triage, ADMS product center triage, release management, JIRA administrator, support group administration, customer meeting chair and point of contact for escalation of issues.
Key Responsibilities:-
• Provide the first level technical and IT support for all users in the bank for troubleshooting the issue within the SLA.
• Provide a single point of contact for all users to report problems and assist to raise service requests.
• Register and route calls received from end user community to the relevant support team.
• Providing Remote Support using, SCCM Console, for Branch and non-branch Users, Site Users and closing the tickets with the confirmation
• Compile and analyze the data, prepare daily reports on call volume and escalation of tickets for senior management.
• Performing user administration across all applications supported by the department.
• Attending calls and give the solution quickly which users reporting.
• Implement checklists, SLA in the ITIL Helpdesk system to ensure that operational activities have been executed according to priorities in a timely and eficient manner.
• To work with users to manage system downtime and coordinate release to production with development teams.
Working for Ausgrid as Consulting Engineer
• Review and Monitor ADMS application on regular basis as part of daily checks, create and submit report to management
• Develop and maintain sop manuals and technical documentation for existing/new process, new softwares
• Creating and deploying SOE and managing desktops, laptops in Windows OS environments
• Providing Enterprise applications support including ADMS, SharePoint, Confluence
• Liaise with external vendors on provided services and escalate issues to vendor for further troubleshooting and resolve issues within SLA
• Maintain Ticketing System queue and escalate incidents and requests within team and external vendor in a timely, thorough and professional manner
• Provide on-site and remote support to Ausgrid staf in ofice and after hours according to approved IT processes: incident, request fulfilment, business-critical support, change, release management
• Maintain asset register of all workstations and other hardware
• Push applications through SCCM to new/existing machines, Deploy windows through PXE boot, Monitor Hyper-V, Virtual Devices, perform regular back up on diferent servers.
• PowerShell scripting for AD Account setup for new/bulk users, manage all Service request through ticketing system.
• Assist with the onboarding and ofboarding staf for all internal systems and configuration of user accounts
29th July 2019 - 20th May
General
Key Responsibilities: -
• Provide phone support for business, Sales and contract personnel for technical problems and service requests
General
• Analyzing call logs to spot trends and underlying issues, apply efective support remedial and problem resolution measures to deal with problems.
• Customer Complaint Management: Logging & resolution of complaints within TATs in BMC Remedy System, Timely & efective resolution of customer queries
• Installation and maintenance of various wired/wireless routers, switches.
• Create, change, and delete user accounts for Active Directory, Exchange & all banking applications as per request.
• Experience in handling and resolving queries related to Domain Name, Web Hosting and Name Server conversion.
• Respond to support requests from service desk users, infrastructure teams
• Configuring email client like MS Outlook, Outlook Express etc.
• Installation and maintenance of various desktop and internet security software.
• Regular check up of security threat on the end-user machine.
• Training and orientation of customers on the use of hardware and software.
• To compile and maintain all necessary records, reports and documentation
• Generating daily, Weekly & Monthly reports on the number and types of incidents resolved, performing monthly recertification process for application.
• Performing UAT for new/existing applications and submitting the observations to Managers.
• Review security violence for all applications.
• Resolving complaints and similar issues and acts to resolve customer support problems in a timely manner.
• Interacting with other support groups to resolve problems, formulate plans and schedules and modify processes.