IT Technical Support
The Group Securities
Total years of experience :7 years, 5 Months
• Provides support in installation and configuration of computer systems and applications
• Handles helpdesk tickets logged by employees
• Troubleshooting and resolving hardware or software faults
• Working on monitoring systems and reporting to service owners for further analysis
• Performs service requests and set up end use devices
• Responsible for the configuration of audio and video devices for meeting conferences
• Setting up user and mail accounts for new employees
• Provides technical support across the company in person or via remote/phone
Responsible for day to day technical support (L2) of One Freight System (OFS) applications for Production and UAT environment in AS400 to users globally (Asia, EMEA and America Region)
•Communicate effectively with both technical and non-technical individuals for resolution of incidents and completion of service requests
•Responsible for completion of Problem and Known Error Tickets as well as Root Cause Analysis document when necessary.
•Handles Critical and Non-Critical Issues and provides resolution depending on the priority level
•Engagement on conference bridge for critical issues (P1 and P2) and provides resolution on the issues
•Works closely with other application groups including third party application vendors
• Major responsibilities include analysis and investigation, incident and problem management and service requests
• Involvement in program development and production support (incident and service request), root cause analysis for Australian Farm Supplies and Merchandise Application in AS400
• Develop and enhance program codes as per business users' requirement
• Provides 24x7 on call support on a rotational basis
• Create Test documentations and assist in UAT and QA testing for the programs developed
• Coordinate with users for the requirements gathering of production issues and resolution
• Prepare Incident report and Root Cause Analysis document for critical issues to be presented to the client
• Discuss with the Business IT the validity of proposed solution for an incident or service request
• Presentation of developed change requests to Technical Assessment Board Meeting and Change Advisory Board Meeting
• Develop programs for Retail Lending Department and Audit Department and Credit Department. Support for Retail lending, Audit and Credit users.
• Responsible in the overall preparation of the project from system analysis, design, database configuration, designing prototype, programming, unit testing, parallel testing, QA testing, preparation of user’s manual, documentations of what transpired during the testing activity, flow charting up to preparation of signoff sheet/approval for LIVE implementation of the project.
• Conduct trainings/walkthroughs if necessary and if required by the users before implementation of the project to LIVE.
• Perform ADHOC Task (Special Request) like data extractions, monthly report extracts
• Perform other duties as assigned by the immediate superior.