Lead Application Support Analyst
ABSA Bank
مجموع سنوات الخبرة :14 years, 2 أشهر
• Provide monitoring/support/investigation/fault administration on ABSA's Payment Integration applications
• Analysis of failures and trends on in-house applications (Production)
• Replicate production issues on UAT to assist with resolution
• Attend weekly sprint planning (From Analysis, Dev, SIT, UAT to Prod)
• Applications include: Jira, GitHub, Confluence, Bitbucket, Bamboo, Kibana, Rancher, Springboot, PostgreSQL, SQL server, OpenShift, IBM MQ
Perform application configuration and provide support in installation and user sign-off.
Provide assistance to customers in defining and implementing architectural changes.
Perform system testing for enhancements implemented in system.
Patch management
Install, Configure and Support SQL Server 2008 R2
Install, Configure and Support Softcon application
Install, configure and Support Trust Master Application
Build and Maintain Server Support
Replace faulty part on Servers
Monitor threat logs on Admin Antivirus Console
Install, Configure and monitor VPN Connection for remote sites
Configure Router and Switches
Perform pre-approved, manual or remote computer desktop and peripheral build and firmware rollouts to all desktops and laptops of upgraded, updated or corrected software
Installing, Configuring and Supporting Printers
Provide day to day support
Database Back up and Database restore
Configure Cameras (CCTV)
Configure Bosch NVR and DVR
Configuring Hikvision NVR
Installing and Configuring Paxton, Ievo and Morpho application
Install, configure and monitor Access Control Systems at 95 sites (Magistrate and High Court)
Active Directory and Exchange
TCP/IP, DNS and DHCP
I worked for Hambisana as an IT Support Analyst. My role and responsibilities included:
Proactively monitor the performance of the IT infrastructure, addressing issues as they arise and making recommendations for improvement.
Participate in technical research and development to enable continuing innovation within the infrastructure.
Ensure that system hardware, operating systems, software systems, and related procedures adhere to organizational values, enabling a productive and efficient environment for internal staff.
Assist project teams with technical issues in the initiation and planning phases of our standard Project Management Methodology.
Activities include the definition of needs, benefits, and technical strategy; research & development within the project life-cycle; technical analysis and design; and support of operations staff in executing, testing and rolling-out the solutions.
Took ownership of all direct communication with the customer and resolve escalations with autonomy within the scope of our new managed support service offering.
Collaborate effectively with internal and external colleagues to build a first class customer relationship with the objective of making every customer lifelong customer.
Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services.
Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of Service Management issues which arise in connection with ITSM Services.
I supported various in-house applications including: Citrix server, Active Directory,
Exchange, BES (Blackberry Enterprise Server), Symantec, McAfee encryption console, MX One telephony system, Document Management system (DM5), Billing system (BillBack) and Print Management System and a Knowledge Base System.
I was employed at EOH Holdings as a Support Engineer. I provided remote support to various clients I.e EOH, PG Group, ACDC Express, Broll properties, Calgro and BSI Steel
I provided 2nd line support to tickets logged from the Service Desk team. Applications currently supported include: SAP Business One, VMware, Exchange 2010, Active Directory, Server 2012
I was also working on a project for CA Automation. Duties include: deploying updates\software to computers. Testing deployment on sandbox environment before deploying to production.
I was employed as an Application Support Engineer who was responsible for providing technical support for a financial application developed in house. The financial application comprised of other applications in the backend i.e SAP, CRM and ICC.
I was also working alongside other IT roles: System administrators, Support supervisors, IT coordinators and participating in technical meetings with the Commission IT supervisors, members of the project, and IT management.
I was employed as a Field Service Engineer II providing desktop support to a variety of clients
My duties were:
Update and maintain computer inventory and surplus equipment.
Maintain and resolve issues on LAN/WAN, VoIP telephone, Biometric, Video systems and other computing equipment.
Identify and repair hardware and network connectivity issues.
Establish VPN access for all remote users.
Assist in technical upgrading and maintaining of entire desktop systems. Support in testing and deployment of new applications and systems.