ICT Service Support Team Lead / Supervisor
Al Futtaim Carillion
مجموع سنوات الخبرة :24 years, 0 أشهر
Key Roles and Responsibilities:
Supervise a team of ICT Service Support Engineers and responsible for ensuring delivery of ICT projects and client services, managed changes to reduce downtime and mitigate risk, satisfactory resolution of IT problems and to maintain the service continuity and improvements. Coordinates site IT function and Infrastructure, implementations, and timely completion of scheduled tasks within the SLA targets. Managed Helpdesk call assignments, escalations and detailed closure as part of the IS/KM process.
Technical Job Duties:
• Operates & maintain IBM System Storage TS7700 Virtualization Engine and enterprise tape libraries
• Backup and restores critical data via Symantec Backup Exec systems using power shell commands
• Managed media storage and maintains the schedule of Incremental & full backup systems
• Configures, deploys and maintains Cisco IP Phones using Unified Communications Manager
• Setup and installs Hybrid PBX telephony for consultants and 3rd party end - users
• Configures Virtual Private Network checkpoint devices and ADSL router for 3G/4G/Client ISP users
• Installs and connects Cisco wireless for mobile / laptop users and AIRONET devices for satellite offices
• Setup and installs Cisco switch gears, voice gateway, firewalls / IPVPN and routers
• Setup TELLULAR/ Cellular Fax Gateway that runs on 900/1800 or 850/1900 MHz GSM
• Installs and connect Polycom Video-Con devices, Spider Phones and Visual Concert VSX
• Supervise project sites WAN/LAN - SCS/Fiber Interlinks architecture & implementations
• Run and maintains site Infra servers such as AD, File/ MFD, Domain, DNS/DHCP, Proxy & Exchange
• Sets and manage VPN/ Citrix/ AD user accounts, shared folders and applications permission matrix
• Installs and configures LMS Biometrics, Aurora SQL servers & Time Keepers systems application
• Configures Push Mails and Smart Phones application for SMT Executives and roaming users
• Provide on-call/ Off-site remote desktop support via secured platform such as Microsoft Intune & LYNC
• Installs and repair various brands of Desktop, Laptop, Fax Machine, Plotters, Document Imaging/ MFD, Biometric ID card printers/readers, Access Control and Fire Alarm Systems
• Builds and prepare office standard clones loaded with enterprise MS Office 2013 / 365, patches, antivirus and various department’s necessary 3rd party applications such as AutoCAD/ ACAD MEP, CADS RC/ PWS, Bentley/ Micro Station 8vi, MS Project, Oracle’s Primavera P6 Enterprise Project Portfolio Management, Primavera Contract Management, ACONEX, Project Wise, Adobe Pro, MENTOR, Facilities Management - Focus / FSI Evolution, Crane Navigation Systems, Earth Cam, etc.
ICT Support Engineer Assistant Manager Key Roles and Responsibilities:
Assigned as the SPOC of site office who manages all IT queries and service delivery ensuring SLA that meets or exceeds both internal and external customer satisfaction. Oversees Tier 2 engineers and provides resources assistance to IT Projects and Infrastructure Team. Coordinates with the Helpdesk in monitoring calls and proper escalation to minimize downtime and to ascertain quick resolution. Provides an SLA dashboard report per daily shift for the monthly and quarterly basis review meeting.
IT Assets Assistant Manager Key Roles and Responsibilities:
Manage database records creation, updates and archives to ensure accuracy and integrity of IT assets information. Interacts with key internal partners for both business and finance, lessors and vendors for the real-time capturing of asset details as well as to effectively monitor the return and disposal of the appliances. Oversees documentation of newly acquired assets, movements / deployment and warranty service repairs. Conducts regular physical audit and implements ITAM processes and policies in collaboration with internal and external clients.
Technical Job Duties:
• Supports LAN\ WAN Data connectivity, account VLAN & Bandwidth Utilization via core switches and routers of various appliances such as Nortel and Cisco technology including administration of AVAYA voice services.
• Oversees site accounts - client offices quick setup and massive PC distribution via LAN using Symantec Ghost Multicast Desktop Cloning and Microsoft Business Desktop Deployment Software and Soft Grid- Desktop Optimization Pack bundled w/ Office 2K7, AV, Patches running on BIOS hardened PC.
• Manage services and applications across multiple platforms such as Windows Vista, Windows 95/98, Windows NT/Server, Windows 2000/Advance Server, Windows XP/ Server 2003 & Linux
• Setup, installs and provide Support for Apple IMAC/ EMAC, IBM Lotus Notes 7.0 and SAP end-users
• Manage the repair section and IBM e-AMT - Assets Barcoding Systems to monitor deployment, isolate and diagnose hardware issues, warranty services and disposal of assets.
• Analyze and improves processes through proper channeling with the Quality team and IT Management using Six Sigma - DMAIC tools on project initiatives and implementation.
• Responsible in resolving escalated issues and strategically oversees problem management in order to meet SLA target
Key Roles and Responsibilities:
Reports to the Head Office Section Head. Performs timely installation, setup, maintenance, troubleshooting and replacement (where needed) of endpoint IT infrastructure such as desktops, laptops, printers, scanners, monitors and including other appliances outside the central data center such as branch servers, line printers, LAN switches, bank-owned network equipment, closed-circuit TV and un-interruptible power supply. Responsible for the timely rollout and deployment of endpoint software where physical onsite installation is required, e.g. anti-virus, client/server programs etc. Conducts new branch site survey and provide detailed report for mobilization and delivery of services. Conducts hardware and software UAT- user’s acceptance test and provide a detailed evaluation report. Accurately updates ITG records in relation to his engineering tasks and workload, e.g. service tickets, IT asset records, etc. Performs other related functions that may be assigned from time to time.
Technical Job Duties:
• Prepare, install and updates head office corporate LAN SCS - structured cabling system. Configures proper IP addresses in accordance to banks security requirements, DNS and proxy settings to connect with file/ print server, exchange E-mail, Internet / Intranet, various HO applications.
• Manage and monitors mainframe, server, network devices and PDU’s at server room (Internet Banking) and NCED network monitoring room. Manage power load requirements and proper tagging of PDU’s - power distribution unit.
• Install and configures dataset with FTPIM facility endorsed by Metrobank Technology Inc. to H.O users, this supports downloading and uploading of data to the mainframes.
• Coordinates with NCED-NAD to support the updates or version changes, testing, installation/ roll-out of various license software, in-house applications, SUS security patches / Service Packs and AV / e-policy orchestrator. Isolates, scan and repair units with possible infection of virus.
• Provides technical support on video conferencing facilities at executive lounge and various critical functions such as Treasury, Remittance and Card Centers etc.
• Represents NCED and provide IT services support with subsidiaries (BANKCARD, FMIC, PS Bank, GBB, Metro Foundation, Federal Land, Japan Desks) on special projects and mobilization in coordination with GSG.
- To ensure and maintain that all computers and IT equipment used in the training room are in good working condition.
- Assist the OIC in monthly IT maintenance and usage report
- Assist in providing computer training to end users.
Key Roles and Responsibilities:
In Charge with the overall technical supplies, documentations, delivery, setup and installation of machines. Provides product demonstration and trainings for the clients about machine operations, maintenance and application of photo ID software. Prepare an Initial design and print outs for the clients. Liaise with the operations and logistics team to provide technical assistance for the machines being used in sales events and exhibits. Actively markets the company products and services when the opportunity arises.
Technical Job Duties:
• Provides support on machine products such as various Fargo card printer models, POWIS parker document finishing system, large format graphic plotters, and GMP laminators.
• Installs, setup and configures Barcode, Magnetic Strips and Proximity Card encoder / reader
• Used CorelDraw, Photoshop and Photo ID software for ID designs and product demo.
• Develops application and Updates Technical Service Information Database System
• Updates firmware and hardware drivers on clients PC connected to GMP equipment
• Setup, installs and configures desktop/ laptop Internet connections to access web applications and POP3 - web emails being used by the Sales Team during Product Exhibition
A Bachelor in Information Management (BIM) degree is an undergraduate academic degree requiring four years of study to acquire. This degree is a hybrid program with about a mix of management and information theory courses. A program that generally prepares individuals to provide and manage data systems and related facilities for processing and retrieving internal business information; select systems and train personnel; and respond to external data requests. Includes instruction in cost and accounting information systems, management control systems, personnel information systems, data storage and security, business systems networking, report preparation, computer facilities and equipment operation and maintenance, operator supervision and training, and management information systems policy and planning. Added Credential Details: Canadian Equivalency 2 Years Diploma Word Education Services ECA No. 2653159IMM Australian Equivalency AQF Diploma major in Computing Australian Computer Society RF No.855784 B.S. in BA major in Economics University of the City of Manila (Obtained Scholarship – Credited 94 Units) TECHNICAL & MANAGEMENT TRAINING ITIL Foundation IT Service Management NBIZ Infosol / PEOPLECERT / AXELOS Cert No. GR750195379MC CA No. 9980050669756562 3 full days, 22 Aug. ‘15 Project Management Professional MISP Training and Consultancy MISP-10444/ REP-3633 35 PDU’s, 19 Jan. ‘15 CCNAX Boot Camp (Cisco Switching / Routing, Voice, Wireless, Security, Linux & Juniper Technology) AIMS / RIVAN IT Training Center 40 Hrs. 15 Sep. / 5 full days, 26 Sep. ‘14 Certified Six Sigma Yellow Belt / Green Belt IT Customer Service Program IBM Daksh Business Process Services Phil. Inc. 5 Months, 20 Jan. / 07 Mar. ‘07 Computer Technician Interface Computer College Technical Education and Skills Development Authority Certificate No. 031301041156 300 Hrs. 5 Nov. ‘99/ 17 Feb. ‘04 FOREIGN LANGUAGE TRAINING IELTS Refreshers Course Arabic Language Basic Course Elite Management Training Institute 12 Hrs. 14 Aug. / 24 Hrs. 28 Oct. ‘14 IDP IELTS Exam Listening – 6.5 Reading – 6.0 Writing – 6.0 Speaking – 7.5 Overall Band Score – 6.5 TRF No. 14AE002308CABM750G