Software Support Specialist
ibm
Total des années d'expérience :15 years, 8 Mois
• Received Courses on IBM Unix (AIX) Administration, troubleshooting, networking and virtualization. • Provided Technical Support on AIX Networking issues, including Network Performance, Network Connectivity, FTP, Network Virtualization, and other Network layer products and protocols. • Handling customers' high severity and system down problems, working under extreme stress. • Developed analytical, problem solving and customer handling skills while troubleshooting customer issues • Certified as AIX administrator. Team operations focal point. - Received Advanced AIX training, implementation, backup & recovery & Networking in the United States of America.
Providing 1st & 2nd level IT technical support to MEA region.
Logging calls to BMC Remedy ticketing system.
Manage and Coordinate in Novartis local and global projects.
Coordinate between Novartis and global suppliers.
Analyze IT solutions financially and technically.
Manage inventory assets using GAMS “Global Asset Management System”.
Provide users induction to Novartis IT environment.
Share in higher levels reporting due dated tasks.
Conducts a sharing knowledge session with team members.
Create and maintains technical documentation.
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SDM Communication services
Single point of contact to service provider “British Telecom”.
Leading communication related projects.
Ensuring the provider’s SLA’s are being met.
Start escalations according to escalation matrix in case of service delays.
Reporting provider’s performance and identifying areas of improvement.
Designing the implementation plans taking in consideration business impacts & outages.
Following up on open IMAC’s and taking required actions accordingly.
Implementing IP technology to our headquarter and other regional office's
responsible for communication and network quality control,
joining 3 different countries togther through the WAN.
gpa 3.44 degree: Excellent with Honor