L3 – Senior Technical Support Analyst
Ernst and Young
Total des années d'expérience :11 years, 4 Mois
Manage day-to-day activities of our L3 support team
Supporting Wide variety of services including Skype for Business server, Polycom Realconnect Systems conferencing devices, Trio Phones, Cisco Tandberg VC Units, Microsoft Surfacehub, Microsoft Teams Rooms devices, Efax solutions, Teams Admin center, Microsoft Admin center, etc
Supporting users over Servicenow Ticketing system, Addressing queries in Email, chat
Handles Handover calls, warranty calls, Manages Team consist of 20-25 members as Shift Lead,
Acted as SME, Taken initiative for process improvements includes automation tasks, Hand on
experience in Automation for day to day activities
Asset management, Patch management
Experience in handling large projects
Providing local support in India and remote support for PBX solutions across EMEIA, APAC and America Regions. Services include Telephony & Instant Chat support, Escalation management, Vendor management
and Change Management adhering to the service roadmaps and standards.
Responsibilities and acquired skills include:
1. Polycom Support
• Handling service requests, incidents and operational activities.
• Coordination with Vendor for high risk Incidents or Projects including Change Management.
• Creating and managing Polycom extensions in Asterisk (Linux based PBX)
• Conducting Disaster recovery tests on the PBX servers on a routine basis
• Enable server monitoring alerts via Outlook, Bash scripting and MySQL integration.
(Hard disk check, Running Services, PRI alerts)
• Providing PBX solutions to offices from scratch
(Server build, Polycom phones and
voice gateways deployment)
• Enabling customized requirements in the Linux based PBX servers as part of service improvement or project requirement
• Managing and providing audio conferencing (MeetMe/ConfBridge) solutions
• Generating and customizing reports on MySQL databases
• Co-ordinate with ServiceNOW management team in generating automated reports from ServiceNOW to monitor status of the team’s performance
2. Wireless Solutions
• Handling service requests, incidents and operational activities.
• Providing Wi-fi solutions (PFsense) from scratch to offices in the MENA region
• Wi-Fi Switches and Access Point Management (Cisco, Aruba)
• Coordination with Vendor for high risk Incidents or Projects including Change Management.
• Creation and management of accounts on a centralized MySQL database
3. Level 3 Skype Operations
• Handling service requests, incidents and operational activities.
• Responsible for implementing Skype upgrades across EY
• SME For Testing, monitoring and reporting of Skype for Business environments
• Level 3 Operations support for Skype for Business related issues
• Involved in implementing Skype for Business environment across EY where PBX solutions
are to be decommissioned
• Creation and management of Skype enabled Polycom phones using PowerShell and
Polycom Resource Manager.
• Coordination with Vendor for high risk Incidents or Projects including Change Management.
Manage day-to-day activities of our desktop support team
* Develop, implement, maintain, and adhere to desktop support policies, processes, and procedures to support our end users.
* Coordinate and delegate the responsibilities of IT teams.
*Act as a liaison between business users, IT Support Engineers and other IT department members.
*Hands on Active Directory Win 10 and O365 Expertise.
* Ensure that communications are provided in a concise and timely manner.
* Train, coach, and mentor other desktop support technicians to enable success across the department.
* Adherence to and enforcement of all information security protocols
Additional responsibilities and duties when necessary:
* Work on special projects as part of a team or independently.
* Coordinate tasks with vendors to meet service targets & project deadlines.
* Participate in and encourage collaboration between IT departments.
* Judge situational feedback (user frustration, systems urgency, etc.) and adjust support
response/approach to meet needs.
* Effectively and efficiently document user questions, issues, and requests to add to the Knowledge Database
*Providing IT Support locally to our teams in India and remote support across EMEIA, APAC and America Regions.
*Services includes Telephony & Instant Chat support, Escalation management, Vendor management.
*Responsible for handling service requests and operational activities. Remote monitoring and management system alerts and notifications and respond accordingly through service requests. Coordination with Vendor for high risk Incidents or Projects, Change management
*Troubleshooting LAN /Internet connectivity issues with user machines
* Troubleshooting Skype /outlook connectivity issues
* Provide support for the following requests related to AD Password reset, Account Lockout
* Provided support for remote connectivity tools like Checkpoint VPN (custom VPN solution for MENA) &EYRC.
* Provided support for RSA Secure ID. The support offered includes password reset and token management.
* Provided support for access management of file servers for MENA
* Provided technical support for all EY approved applications
* Supported requests related to internet connectivity
* Conducting Disaster Recovery and Reboot plans for servers
* Managing database hosted in Mysql
*Checking connectivity to servers using ping, tracert commands
* Accessing servers using telnet and ssh
*Diagnose and quickly resolve a wide range of windows applications and networking problems to help minimize downtime
*Configure and install various network devices and services (e.g., Routers, Switches)
* Perform network maintenance and system upgrades including service packs, patches, hot fixes and security configurations
* On call support for network issues
*Create and maintain documentation as it relates to network configuration processes
*Install, Upgrade, support and troubleshoot enterprise applications hosted on Windows server 2008/2012, Windows 7, Windows 8, MAC and Windows 10
*Customize desktop hardware to meet user specification and site standards
* Install, Upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
* Redhat server configuration, IP Phone server management hosted in Linux
* Requesting and coordinating vendor support
*Responsible for monitoring, operating, managing, troubleshooting and restoring to service any computer, server or notebooks that has authorized access to network
* Installing Access Control Systems, Avaya Phones, Cisco video conference devices, EPABX and
CCTV Surveillance systems.
Passed
courses: 2015 • Network Engineering Logic Software Solution Pvt Ltd,
CCNA CERTIFIED