Systems Software Senior Engineer
Teletech
Total years of experience :18 years, 8 Months
• Planning, Designing, Implementation, and Administration of the IT infrastructure monitoring system of the company.
• Lead the monitoring team in analyzing and implementing an effective monitoring system.
• Reviewed and reduced the current monitoring tools from 21 to 7 to provide better tools management, healthy monitoring environment, and cut cost in maintaining and supporting the monitoring tools.
• Optimized and maximized the functionality of the monitoring tools to provide better alerting, accurate data, and to get more values out of them.
• System administrator of HP OpenView Network Node Manager, Statseeker, HP Network Automation, ManageEngine Netflow Analyzer, System Center 2007 and 2012, and Cacti which runs on Windows and Linux/Unix servers.
• Provide assistance to other teams that are using these tools.
• Create documentations, Incident Lifecyle processes, and basic troubleshooting guide for Tier 1.
• Administration and monitoring of Linux and Windows web server infrastructure.
• Troubleshoot e-commerce websites related issues such as connectivity, site performance, website functionality, web pricing and inventory, web banners and images, and web orders.
• Maintain first-level support resolution and gather necessary data by checking logs and stack traces before escalating the issue to the developers.
• Support internal web applications being used in the company.
• Create documentations for established processes.
• Test changes indicated in the Change Request Form together with the Quality Assurance Team before deploying it to the production environment.
• Create conference calls when there are critical issues that arise in production.
• Administer and monitor company’s network, servers and security, systems, and workstations using Whatsup Gold, Retina CS Community, and Spiceworks.
• Install, configure, and administer Microsoft Active Directory, Microsoft Exchange Server, DNS, DHCP, IIS, WSUS, FTP servers, Application servers, File servers, Workstations, and Antivirus servers.
• IT Officer and spearheaded the implementation of the company’s E-Center Project.
• Planned and implemented the DG3 IT Asset Management System.
• Implemented network and servers monitoring using WhatsUp Gold and SpiceWorks, web filtering system using Untangle, updated DG3 Active Directory information, security and patch management using WSUS, Retina CS Community, and Sophos Enterprise Antivirus.
• Conduct vulnerability assessment and remediation on servers and workstations to maintain a healthy computing environment.
• Server patching management and server backup and recovery.
• Provide helpdesk support for Manila, Hong Kong, Europe, and US offices.
• Monitor email queues, servers’ health, bandwidth usage, employees’ internet activities, and network devices connectivity.
• Documents processes to effectively handle incidents and restore normal business operation.
• Administration and monitoring of Linux and Windows web server infrastructure.
• Troubleshoot e-commerce website related issues such as connectivity, site performance, website functionality, web pricing and inventory, web banners and images, and web orders issues.
• Maintain first-level support resolution or gather necessary data by checking logs and stack traces before escalating the issue to the developers.
• Support internal web applications being used in the company.
• Create documentations for established processes.
• Test changes indicated in the Change Request Form with the Quality Assurance Team before deploying it to the production environment.
• Create conference calls when there are critical issues that arise in production.
• Working in a Network Operation Centre as Incident Management Engineer
• Monitor network devices, servers, services, bandwidth utilization, SQL jobs and replications, mail queues, and server hardware.
• Provide incident detection and recording, classification and initial support, investigation and diagnosis, and escalation and updates.
• Log and monitor network and server maintenance and notify respective teams if problems arise after the maintenance.
• Coordinate to various teams such as Service Delivery Team, Local IT, Support Engineers, and Regional Infrastructure Teams. Inquire about unclear alerts that were received and send follow ups on outstanding alerts.
• Review standard operation procedures which are based on ITIL and give insights if there are other steps to be carried out to make it more effective.
• Shift Team Leader who is responsible for manpower availability, decision making on critical escalations, provide quality auditing on escalations, and train new hires as soon to be Incident Management Engineers.
• Workstation Team Leader which is responsible in managing and maintaining workstations being used by the Incident Management Team.
• IT Team leader in charge for team schedule and attendance, payroll, purchasing of IT equipments, IT equipment inventory, training of new IT staffs, and other IT-related tasks that my supervisor may assigned.
• Maintain Local Area Network, monitor call flow for outage prediction and coordinate to the NOC when problems arise.
• Install OS, configure software used, monitor connectivity and performance of workstations used in the Production Area, and apply newly released OS and applications updates.
• Administer SurfControl Web Filter to manage and monitor internet usage and to avoid unwanted internet access on employees.
• Workstations planning and purchasing, configuration, and deployment.
• Administer File Server and manually backup important files.
• Assist end-users on desktop and network related problems.
• Create documentations and manuals on software and processes used in the Local Area Network.