Application Support Engineer
FIRST E&P. An Oil & Gas Exploration and Production Company
Total years of experience :7 years, 2 Months
Responsibilities:
• Application Maintenance: Provide technical support and troubleshooting assistance for Oil and Gas enterprise-level applications e.g Petrel, Geolog, LandMark, Aveva etc, including diagnosing and resolving issues related to functionality, performance, and integration.
• Azure Administration: Managed and administered Azure cloud environments, including virtual machines, storage accounts, virtual networks, and Azure Active Directory (AAD), ensuring optimal performance, security, and compliance with best practices.
• Virtualization: Deploy and manage virtualization technologies such as ESXi VMware vSphere and Microsoft Hyper-V to optimize server resource utilization and enhance scalability.
• Infrastructure Management: Oversee the configuration, maintenance, and monitoring of the company's IT infrastructure, including servers, network devices, and cloud services, to ensure optimal performance, security, and reliability.
• Software Deployment: Coordinate the deployment of application updates, patches, and enhancements, ensuring minimal disruption to end-users and compliance with change management processes.
• Configuration Management: Manage and maintain application configurations and settings, including user permissions, access controls, and customization options, to meet business requirements and security standards.
• SolarWinds Installation and Configuration: Installed and configured SolarWinds products, including Network Performance Monitor (NPM), Server & Application Monitor (SAM), and Network Configuration Manager (NCM), to monitor and manage the company's IT infrastructure.
• IT Finance: Monitor and manage IT projects and consumables within the Enterprise Asset Management (EAM) system, including initiating purchase requisitions, receiving and issuing PO to the vendor, and collaborating with IT leadership and department heads to develop and manage the IT budget.
• Quality Assurance: Conduct testing and validation of software changes and updates to ensure they meet functional requirements, compatibility standards, and performance benchmarks before deployment to production environments.
• Collaboration and Communication: Collaborate with cross-functional teams, including developers, system administrators, and business analysts, to identify root causes of issues, implement solutions, and communicate status updates to stakeholders.
Achievements:
1. Led the migration of on-premises servers to virtualization-based infrastructure, reducing maintenance costs and improving scalability and flexibility to accommodate business growth. 2. Successfully implemented a new monitoring system (SolarWinds) and its modes E.g Network Performance Monitor (NPM), Server & Application Monitor (SAM), and Network Configuration Manager (NCM), enhancing the monitoring of IT nodes and infrastructure. 3. Developed and delivered training sessions for end-users and support staff on newly deployed applications and software updates, resulting in improved adoption and user satisfaction. 4. Contributed to the development and enhancement of internal processes and procedures, including incident management workflows and knowledge management practices, to streamline operations and improve efficiency. 5. Proactively identified and resolved recurring issues and system bottlenecks, reducing downtime and improving overall system stability and reliability.
IT Infrastructure Optimization
Microsoft Office 365, and Migration
Security Implementation Networking Solutions Integration Office 365 Tenant deployment and maintenance
Network security systems
Fortinet and Sophose Firewal.
SharePoints and Azure Identity
Power BI Microsoft 365 Exchange
ManageEngine
Application support and Data Analysiss
Responsibilities:
• Technical Support Leadership: Lead and mentor a team of IT support technicians, providing guidance, training, and technical expertise to ensure the timely resolution of escalated issues and adherence to service level agreements (SLAs).
• End-User Support: Provide advanced technical support and troubleshooting assistance to end-users across various departments, resolving complex hardware, software, and network issues to minimize downtime and maintain productivity.
• Infrastructure Management: Oversee the configuration, maintenance, and monitoring of the company's IT infrastructure, including servers, network devices, and cloud services, to ensure optimal performance, security, and reliability.
• Incident and Problem Management: Manage and prioritize incident tickets and service requests, ensuring timely resolution and effective communication with stakeholders, and perform root cause analysis to identify and address underlying issues.
• Change and Release Management: Coordinate and execute changes to the IT environment, including software deployments, system upgrades, and infrastructure enhancements, following established change management processes and minimizing disruption to operations.
• Vendor Management: Liaise with third-party vendors and service providers to procure IT hardware, software, and services, negotiate contracts and service agreements, and escalate issues as needed to ensure timely resolution and quality of service.
• Documentation and Knowledge Sharing: Develop and maintain technical documentation, standard operating procedures (SOPs), and knowledge base articles to facilitate knowledge sharing and support continuous improvement initiatives within the IT department.
Achievements:
1. Successfully implemented an IT service management (ITSM) platform, streamlining incident and service request management processes and improving overall efficiency and transparency within the IT support team.
2. Led the migration of on-premises servers to cloud-based infrastructure, reducing maintenance costs and improving scalability and flexibility to accommodate business growth.
3. Received recognition for outstanding performance and dedication to customer service, consistently exceeding performance targets and receiving positive feedback from end-users and stakeholders.
4. Developed and delivered customized training programs for IT support technicians, enhancing their technical skills and customer service capabilities and improving overall team performance.
5. Played a key role in the planning and execution of disaster recovery and business continuity initiatives, ensuring the resilience and availability of critical IT systems and services in the event of a disruption or outage.
Responsibilities:
• Network Management: Oversee the configuration, maintenance, and troubleshooting of the company's network infrastructure, including switches, routers, firewalls, and wireless access points.
• Server Administration: Manage and administer Windows and Linux servers, ensuring optimal performance, security, and reliability. Tasks include installation, configuration, patch management, and monitoring.
• Active Directory Management: Maintain and manage Active Directory services, including user and group account management, group policy administration, and security permissions.
• Virtualization: Deploy and manage virtualization technologies such as VMware vSphere and Microsoft Hyper-V to optimize server resource utilization and enhance scalability.
• Backup and Disaster Recovery: Implement and maintain backup solutions to ensure data integrity and develop disaster recovery plans to minimize downtime in the event of system failures or disasters.
• Security Management: Implement and enforce security policies, procedures, and best practices to safeguard the company's IT assets against cyber threats and vulnerabilities.
• Software Deployment and Patch Management: Coordinate the deployment of software applications and updates across the network, ensuring compliance with licensing agreements and regulatory requirements.
• Troubleshooting and Support: Provide technical support and troubleshooting assistance to end-users, resolving issues related to hardware, software, and network connectivity.
Achievements:
1. Upgraded the company's network infrastructure, resulting in improved performance, reliability, and security.
2. Implemented a centralized monitoring system, reducing system downtime and enhancing proactive management of IT resources.
3. Developed and implemented a comprehensive backup and disaster recovery strategy, minimizing data loss and downtime during critical incidents.
4. Led the migration of on-premises servers to cloud-based platforms, resulting in increased scalability and cost savings.
5. Received recognition for outstanding performance and dedication to maintaining high system availability and reliability.
Responsibilities:
• End-User Assistance: Provide technical support to end-users via phone, email, and in-person, assisting with hardware and software issues, account access, and general IT inquiries to ensure smooth operations and user satisfaction.
• Troubleshooting and Issue Resolution: Diagnose and resolve technical issues related to desktops, laptops, printers, mobile devices, and peripherals, utilizing remote desktop tools and troubleshooting techniques to minimize downtime and restore functionality.
• Software Installation and Configuration: Install, configure, and update software applications and operating systems on end-user devices, ensuring compatibility, security, and compliance with licensing agreements and organizational policies.
• User Account Management: Create, modify, and deactivate user accounts in Active Directory and other systems, following established procedures and security protocols to maintain data integrity and access controls.
• Hardware Maintenance: Perform routine maintenance tasks on IT hardware, including system upgrades, hardware replacements, and preventive maintenance to prolong the lifespan and performance of equipment.
• Documentation and Knowledge Sharing: Document support activities, resolutions, and troubleshooting steps in the IT knowledge base, contributing to the creation of self-service resources and facilitating knowledge sharing among team members.
• IT Inventory Management: Assist with inventory management tasks, including asset tracking, stock replenishment, and equipment provisioning, to ensure accurate records and availability of IT resources for end-users.
Achievements:
1. Recognized for exceptional customer service and problem-solving skills, receiving positive feedback from end-users and colleagues for timely and effective resolution of technical issues.
2. Implemented improvements to the IT ticketing system, streamlining the ticket creation and resolution process and improving response times and service levels.
3. Successfully completed training programs and certifications in IT fundamentals, including CompTIA A+ and Microsoft Technology Associate (MTA), to enhance technical skills and proficiency.
4. Proactively identified and resolved recurring technical issues, contributing to a reduction in support tickets and increased user satisfaction.
5. Collaborated with senior IT support specialists on complex projects and escalated issues, gaining valuable experience and exposure to advanced technical concepts and solutions.
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