Senior Network and Systems Assistant
International Organization For Migration - Philippines
Total years of experience :18 years, 0 Months
Provide high-level technical support to Country Offices to ensure their availability of IT
infrastructure and critical applications.
• Assist in the design, implementation, maintenance and monitoring hardware, systems, and
networks.
• Administer routing, VLAN, VPN, security and other network specific tasks.
• Assist in the overall planning and documentation of systems and networks required for
IOM including those in Country Office.
• Plan upgrades and implement system and network infrastructure changes, install systems,
network components and software.
• Implement and administer the security of various systems and network components,
including access to the internet.
• Interact and coordinate tasks and assignments with the intranet and the Network and
Systems Teams for relevant issues and specifically integration of service in IOM existing
ITC infrastructures.
• Update the frequently Asked Questions, provide training, advice and guidance to
Helpdesk while serving as the Tier 3 support to resolve messaging technical issues that
cannot be resolved by Tier 2 technical support.
• Tier 2 IT Support for both local and international IOM Offices worldwide. Responsible for the handling of Tier 1 for a given shift and responsible in handling higher level troubleshooting.
• Responsible for staffing and ensure there’s a Tier 1 manning the IT Operations.
• Issue ticket ownership - open, update, and close tickets assigned, meeting or exceeding Service Level Agreements (SLA)
o Take ownership of user problems and be proactive when dealing with user issues.
o Provide Tier 2 level support, immediate diagnosis and workarounds for reported incidents.
o Assist in determining root causes and resolution for problems raised by reported incidents.
o Escalate to Tier 3 supervisor and/or specialists in areas of network, systems and applications, according to identified priority levels when necessary.
• Establish technical relationship and collaboration with other pertinent department/units - and with other IT personnel, partners, suppliers and providers - to identify opportunities for optimizing business and system effectiveness.
• Assist in analyzing performance problems of network, systems and applications and recommend solutions to enhance functionality, reliability, and/or usability.
• Provide user support at Tier 1 (T1) / Tier 2 (T2) level interacting with user to provide assistance and troubleshooting; respond to user requests for technical help or guidance. Travel to missions to provide On Site technical support.
• Provide Tier 2 level support, immediate diagnosis and workarounds for reported incidents.
• Coordinate cases and required actions in monitoring systems, network, and applications resulting from routine control of automated tracking system (Footprints and Zendesk), servers and data on assigned shifts.
• Coordinate cases and required actions in monitoring systems, network, and applications resulting from routine control of automated tracking system (Footprints and Zendesk), servers and data on assigned shifts.
• Perform agreed tasks and collaborate with relevant units, when assigned, for joint development and delivery of systems, network, and new and existing applications.
• Produce and maintain comprehensive documentation and reference materials for planned and delivered global user support when assigned.
• Establish technical relationship and collaboration with other pertinent department/units - and with other IT personnel, partners, suppliers and providers - to identify opportunities for optimizing business and system effectiveness.
• Answer user queries and issues that have been escalated from Tier 1 (T1) Helpdesk Agents, track IT helpdesk tickets and coordinate with the Network Specialists (Tier 3) and Helpdesk Supervisor as necessary to satisfy user requests within existing IOM ITC standards and procedures
• Lead T1 level Helpdesk Agents during the shift in meeting/exceeding the daily requirements and challenges as well as the appropriated documentation of the solution, to support knowledge management approaches.
• Analyze and diagnose the issues, identify the root cause of the problem and propose a solution.
• Assist in installing Server/Network equipment in the IOM Data Center, in managing LAN switches, cabling system and patch panel.
• Assist in preparing system administration document and network diagrams.
• Assist in monitoring IT infrastructure and services using Network Monitoring system; assist in improving the monitoring capability in order to pro-actively troubleshoot system anomalies.
• Assist in analyzing performance problems and recommend solutions to enhance functionality, reliability, and/or usability.
• Participate in delivery of user training both as a technical support person in general and as a trainer for appropriate IT courses related to IOM standard software when applicable.
Support the monitoring of QoS infrastructure and services using Intelligent Center and
Network Monitoring tools to pro-actively troubleshoot system anomalies.
• Participate in the planning and implementation of Network Assessment for PRISM (SAP)
roll-out.
• Participate in the on-going administration of the QoS service for WAN network
• Answer user queries and issues that have been escalated from T2 Helpdesk Agents, track IT
helpdesk tickets and coordinate Network and Systems Supervisor Manila as necessary to
satisfy user requests within existing IOM ITC standards and procedures
• Prepare and update system administration document and network diagrams.
• Participate in the planning and implementation of IT disaster recovery and business
continuity mechanisms.
• Provide support (Network assessment, implementation, configuration and troubleshooting)
Planning, strategy, and implementation for new projects. Analyzes, design, develops,
installs, maintains, and integrates network system and services based on client business
requirements.
• Providing 24/7 first-class support to clients in resolving escalated issues.
• Identified and stabilized business critical infrastructure during aggressions growth within the
company
• Documents systems configuration and conducts training to end users.
• Prepares and presents technical documentation during client bidding
• Responsible for managing the planning, coordination, configuration, installation, and
management of all LANs/WANs and related client services within the enterprise to meet
business requirements.
• Design servers and networks; install routers and switches; identify solutions through
constant interfacing with appropriate management levels, clients, departments, and vendor
organizations to ensure a cost-effective and efficient infrastructure environment is available
to provide the processing power essential to department operations
• Evaluated performance issues including availability, utilization, and testing of equipment;
defining network protocols and procedures in conjunction with IT staff and management
• Maintained accurate records of all maintenance, inventory, and security measures
• Monitored and tested network performance supplied statistics and reports to management
• Ability to work with multiple customers, and able to build and maintain effective team and
customer relationships
Technical Support Level 1
• Provide phone support troubleshooting from Operating System to major corporate
application
• Give accurate and appropriate information in response to customer requests
My Thesis recognised as the best design project. This thesis is a home security solution that will send information to the owner using SMS messaging. Other security features are online monitoring of you house through internet.