Customer Operations Engineer

• Nov 2021 - Present

Customer Operations Engineer

• Nov 2021 - Present

Enterprise Application Support L2

• Nov 2019 - Nov 2021

System Operations Specialist

• Aug 2016 - Nov 2019

Part of the Remote Operations support group for the IT infrastructure that enables the data collection, presentation and control of Wind Power Plants across the globe.• Monitor, maintain and troubleshoot issues that arise on local SCADA server of each Wind Farm remotely.• Monitor and respond to Data Warehouse (SQL Database) events or issues. Perform initial diagnosis and coordinate with Database Administrators or Database Developers if an escalation is required.• Monitor and respond to Streaming (Apache Kafka pub/sub system) server issues. Perform initial troubleshooting to fix the issue.• Monitor and respond to Application server (data consumers) issues. Perform initial troubleshooting for IIS/Apache web servers.• Monitor and troubleshoot Network connectivity of related servers.• Make sure that data is Extracted, Transformed and Loaded to consumers (ETL) by investigating data from local SCADA servers to collection servers up to the Data Warehouse by using Transactional SQL to determine the point of failure.• Other adhoc tasks that can be performed remotely like report generation, cyber security and user management, etc.. Show less

IT Supporter

• Aug 2013 - Aug 2016

 IT Service Desk Role- Support end users with IT concerns including but not limited to:- SCCM installation issues and manual installation/updates- Basic PC client issues such as Hardware, Application and OS level- Network resources such as Network folder, Network printer and Intranet issues- Access and Account management on Active Directory, AS400 and SAP- Email related concerns such as, email client troubleshooting, Exchange resource creation (DL, Shared mailbox, Shared Calendar, Meeting Rooms)- Diagnosis and coordination for Business Unit Programs/Applications- Diagnosis and coordination for Enterprise Applications such as AS400 and SAP Infrastructure support role- Initial diagnosis and troubleshooting for Network related issues.- Initial diagnosis and troubleshooting for Server related issues. Situation Management/Incident Coordinator Role- Handle Critical Incidents and manage escalation groups that can resolve the issue- Update stakeholders on the progress of the resolution Show less

IT Service Desk

• Jun 2012 - Aug 2013

 Supports the IT infrastructure of J&J Global for issues related to Windows/Unix/Linux Servers, Database, Wide Area Network, Website/Web Apps and Enterprise wide applications like SAP, JDEdwards, AS400,. etc.  Global End User support for incident’s and service request from o Login and access issues – Active Directory, ERP, Servers, DB, AS400,.etc o Office productivity tools – MS Office applications, Sharepoint, Network drives, Network printers,. etc o Network connectivity – LAN, WLAN and VPN o Mobility Support – iOS devices (Airwatch Mobile Device Management), Blackberry (BES), Android o And any other issues or request related to IT Services  Supports request we receive through phone, emails and our ITSM ticketing system  Monitor Incident’s and Coordinate with different support group to make sure IT services being provided meets required Service Level Agreement. Show less

Technical Support Representative

• Apr 2008 - Jul 2010

 Provide customers with the highest standard of technical service on in warranty Notebooks and to provide service options for Out of Warranty computers.  Diagnose and troubleshoot technical problems and provide resolution to completely resolve the problem.  Process Service order if the unit needs a Bench Repair or a replacement part as a resolution.  Provide customers with the highest standard of technical service on in warranty Notebooks and to provide service options for Out of Warranty computers.  Diagnose and troubleshoot technical problems and provide resolution to completely resolve the problem.  Process Service order if the unit needs a Bench Repair or a replacement part as a resolution.