Senior IT Service Desk Analyst
Mantrac Group
مجموع سنوات الخبرة :16 years, 11 أشهر
• Supervising daily operations of IT infrastructure & network.
• Ensure all IT requirements, objectives & deliverables are delivered & met on time.
• Coordinate with management for change request approvals prior to implementing changes into the live environment. In addition, communicate with management on IT related issues.
• Consult & liaise with Legal, Insurance, Finance, Procurement functions & departments for IT Projects, IT infrastructure procurement or issues relating to IT deliverables.
• Overseeing & determining timeframes for major IT projects including system updates, upgrades, migrations & outages.
• Prepare cost benefits analysis reports to local management when any IT requirements arises or in the event where technical upgrades or changes are necessary. Evaluate risks & advise the best possible value for the organization.
• Forecast & manage annual IT CAPEX & OPEX budget for end user systems, servers & network appliances. Ensure cost effectiveness for the annual budget.
• Coordinate & liaise with 2nd line & 3rd line IT Operations, Data & Voice communication, Business application & messaging teams to close service requests & resolve incidents as per internal SLA.
• Liaise with external service providers, IT vendors & contractors for projects & incidents related to LAN, WAN, internet communication, access control systems, CCTV, video conferencing systems & network printers.
• Liaise with IT Security team for information security related incidents & requests. Follow incident response framework & process to detect & respond to cybersecurity incidents.
• Assist IT Security team in implementing IT Security organization policies for the local office.
• Maintain & ensure maximum availability for internet communication links, telephony & video conference systems.
• Maintain IT assets inventory register of all IT systems, application licenses & communication equipment.
• Create & maintain technical, application & procedural documentations.
• Assist group Information security team with updating outdated IT organization policies.
• Assist updating, documenting, testing, & maintaining system disaster recovery procedures.
• Provide help desk & technical services assistance to on-site staff, manage user access rights & permissions to IT resources & data.
• Configure IT infrastructure & systems to securely access financial applications - SWIFT, Bloomberg, Reuters FXAll, Kyriba & online banking portals.
• Train staff on IT systems, internal applications & SAAS based applications used within the organization & assist them with onboarding.
• Administer & manage IAM systems based on Microsoft Active Directory, DHCP systems, DNS servers & Remote Access Servers.
• Maintenance & administration of Database Management Systems & Databases ensuring integrity is maintained & availability is as per agreed KPI metrics. In addition, active quarterly testing of live database mirroring systems & documenting the results.
• Manage & administer Microsoft Office 365 email service & email accounts.
• Management & administration of on-premise Endpoint protection systems & anti-malware systems (Symantec). In addition, management of next generation firewalls with application level proxy, anti-malware & anti-spam systems.
• Data custodian for data & database backup. Restoration of key systems & data in the event Disaster Recovery plans is triggered.
• Configure & maintain a centralized patch management system for systems based on Microsoft Windows Operating System.
• Established redundant WAN communication links & equipment to ensure high availability of communication lines & remote access services.
• Management & administration of LAN switches, VLANS, Network Intrusion Detection Systems, Firewalls & managed Wireless Access Points.
• Liaison & coordination with vendors, service providers & contractors to resolve incidents related to Warehouse Management Systems WMS, customer data exchange XML based Integration systems (Dell Boomi), structured cabling, CCTV, Handheld RF readers & Multifunction Network Printers.
• Continuously update Disaster Recovery plans & engage in quarterly & yearly DR testing with relevant teams & departments.
• Engage with audit teams & remediate changes as per audit findings.
• Create SOP on IT systems, network appliances & applications used within the organization.
• Execute monthly IT Security program to update endpoint applications (Acrobat reader, Flash Player, Chrome, etc.), systems hardware patching as per US-CERT & Microsoft updates.
• Asset management of IT assets, software license’s (Microsoft Volume Licensing), Symantec Endpoint protection licenses, Veaam, IT infrastructure hardware & software applications.
• IT Procurement\RFQ for IT infrastructure & end user IT systems. Liaison with 3rd party IT suppliers & vendors.
• Project management for IT technical\system infrastructure upgrades.
• 1st line \ 2nd line support \ IT Troubleshooting for 85 senior management (including regional President, C-Levels & VP's) end users in the regional office.
• 1st line, IT helpdesk support, telephone remote support to 40 staff based in GCC & CIS countries (Kazakhstan, Georgia, Azerbaijan, Uzbekistan & Ukraine).
• Escalating 3rd line incidents & coordinating with AIG GS (American International Group Global Services) to make sure 3rd line infrastructure problems & incidents are addressed & fixed.
• Opening 2nd line\3rd line incident tickets on Service-Now IT service management & coordinating with Global IT service teams.
• Windows XP, Windows Vista, Office 2007 & Office 2010 troubleshooting & support.
• Printer management & technical support for Xerox printers.
• Management & support of video conference calls\collaboration tools utilizing Cisco\Tandberg video conference system\ Polycom telephony. Technologies used: ISDN \ IP technology \ WebEx \ AT&T Audio Bridge service \ Skype for Business.
• Administration of regional Active Directory AD accounts.
• Administration of Email accounts - Exchange Server 2007 & Blackberry Enterprise Server
• Troubleshoot & setup email accounts on Blackberry, iPhone & iPad.
• Work with IT global team to implement system changes & security updates.
• Management of McAfee Safeboot \ McAfee Endpoint Encryption & troubleshooting\solving encryption issues.
• Encryption\Decryption of Dell Latitude laptop systems.
• Management of Cisco Wireless Access Points (WPA2 with Radius) & Motorola WIPS (Wireless Intrusion Prevention System).
• Management of Managed Cisco IP Phones by Du Telecom - New line setup, call forwarding & voice mail management.
• Implementation & application support of end user’s software’s (Bloomberg, SAS, Orion, Cognos, @Risk & FDC Camshare)
• Testing of new technologies (GOOD messaging, Microsoft LYNC, Wyse terminals, Citrix, etc).
• Liaise with HR to facilitate procurement of IT equipment based on Identity & Access Management system.
• Roll-out strategy, planning & execution for new application, application updates & upgrades of existing applications.
• Data Backup of regional office servers & CIS countries servers using EMC Networker.
• Maintain hardware \ software inventory for CIS & regional office.
• Maintain & update Sharepoint website for regional office & CIS sites.
• Helpdesk support, 1st line & 2nd line IT support to ADT AMC clients & ad-hoc clients end users across Dubai & Abu Dhabi. Support provided to 500+ end users.
• IT infrastructure Management for 21 Local & multinational companies compromising 60+ Microsoft Windows 2003 / 2008 Servers.
• Management & Administration of Microsoft Windows based servers’ services - Active Directory, WSUS, DNS, DHCP, TCP/IP, IIS & SMTP servers.
• Management of virtual servers running on VMware & Microsoft Hyper-V hypervisors.
• Data backup management utilizing LTO technology & Symantec Backup Exec & EMC Networker.
• Anti-Virus management solutions for servers & Endpoint system (TrendMicro, McAfee & Symantec)
• Management of online cloud-based spam filter management.
• Setup & management of onsite email servers for clients - Exchange 2003 & 2007 servers
• Setup management & of LAN, WAN & VPN routing using Cisco\Dlink wireless access points, routers & switches.
• 3rd party SSL certification & renewal for secured domains & websites.
• Management of POP3 office supporting 150+ domains - MailEnable POP3 Enterprise
• Management of 200+ public domain & DNS management.
• Team lead to execute IT infrastructure projects based on Microsoft technologies for new or existing clients.
• Manage & update knowledge repository to end recurring problems & incidents.