Gerson Abad

Part of the team that provides 24/7 global network support, monitoring, maintenance, configuration and troubleshooting of routing and switching enterprise technologies in complex networking environments. Troubleshooting includes routing protocols (BGP, EIGRP, OSPF, Layer 3 Switches - Cisco 6500’s, 4500’s and various closet switches). Understand, administer, troubleshooting, and install security technologies (Cisco Firewall, VPN, IDS/IPS)
Address day-to-day network issues thru BMC SDE ticketing system involving problem analysis, creation of change management document and actual implementation.
Join Major Outage Bridge during downtimes (INTERNAL or CLIENT bridge) performs real time network changes during outages via Emergency Break/Fix.
Attends to client request such as additional tool access, server access, new port access, new VLAN’s/ network/ subnet, and new access-list implementation.
Assistance on new project such as new Client, new SITEL Site (Site Build-up), LAN rehabilitation (IOS, Line Card, Switches and Chassis upgrade) and any other network related activities to ensure the SITEL Network meets the business requirements.
Coordination with internal team or other SITEL’s technical team (AVAYA & Nortel and Server Team) for new project implementation or any on-going issues.
Assistance for any network PCI remediation to meets the PCI compliance agreement.
Change Management - Create Change request in adherence to the Change Management Process.
Implementation of approved RFC’s or approved network configuration.
Coordination with Carries/ Service providers during outages for immediate circuit restoration.
Escalate and coordinate to CISCO (TAC) of hardly resolve trouble cases.
RFO \ RCA Process - Create and Provide Incident Reports for major incident and system outages.
Major task includes monitoring of all SITEL’s WAN link via Spectrum, Net flow, syslog, and Fluke
Maintain SITEL Documentation, Processes and procedures.

Provides remote access and on-site helpdesk support.
Diagnosing and troubleshooting call centre applications and operating system issues.
Support hardware, software, and voice and data communication equipment.
Server responsibilities such as Active Directory, Organizational Unit. File Server permission.
Manage and monitor DS3, E1 links, ports status and speed.
Manage IBNS Server (Cisco Secure ACSv4.1).
Manage BIGFIX Server for deploying windows patches.
Manage VERITAS Backup Server.
Manage Antivirus McAfee Server.
Manage LAN connections, Data and Voice VLAN.
Prepares and maintains reports and applicable records of network hardware inventory (switches, routers, hubs, modems, etc.) by site and system, server names, IP addresses, user lists, and user access and security.
May perform a variety of administrative support functions such backup of network configuration, etc.
Installs, configures, and maintains network core systems, switches, routers, Ethernet networks, and other related equipment, devices, and systems.
Assist in managing and troubleshooting system/network issues.
Deploying ghost image in workstations using Norton Symantec Ghost Corporate Edition.
PC hardware/software support, maintenance and troubleshooting.
IT hardware/software inventory and licensing management
Awareness of standards like ISO, FTC, COPC etc which company follows.

Participate in the 24x7 shifting schedule to provide general desktop support which includes hardware or software troubleshooting, evaluation and deployment.
Perform installation and configuration of software applications, as well as hardware removals and/or additions/movements.
Provides remote access and on-site helpdesk support.
Escalate unresolved cases to relevant onsite support team
Participate in project implementation such as security patch, software rollout and infrastructure upgrade
Diagnosing and troubleshooting call centre applications and operating system issues.
Support hardware, software, and voice and data communication equipment.
Managing and monitoring user accounts and computer through Active Directory
Deploying ghost image in workstations using Norton Symantec Ghost Corporate Edition.
Making sure that current updates are loaded on every client station.
Become aware of fixes to known issues for quick resolution. Update and maintain troubleshooting guides. Maintain current technical expertise in the rapidly changing technology and utilize state-of-the-art techniques when implementing or recommending solutions.

Maintenance of the PC software and hardware, complete set-up and performance.
Monitoring of speed of internet connection.
Continues researching of different new software to improve the security and performance of the PC.
Sharing knowledge to all the staff especially to my co-technician.
Required to communicate not only with co-technician, but also with all the staff.
Helping guests in an approachable manner and giving them what they need.
Always heads up to monitor customer asking for assistance.