System Analyst

• Jul 2023 - Present

Major Incident Manager

• Apr 2023 - Jul 2023

Incident and Problem Manager

• Jun 2021 - Apr 2023

 Communicating details of the Severity 1 Incident and subsequent updates to the Customer and Fujitsu Management.  Adhering to the requirements of the Customer contract regarding SLA’s and notifications.  Creating and Maintaining PIR’s/RCA’s within the SLA.  Identifying and classifying problems and their root causes.  Managing and providing reporting to relevant stakeholders highlighting service metrics.  Producing Severity 1 Incident Reports for the Customer.  Documenting and managing all recommendations provided in the Severity 1 Incident Reports.  Providing a report on a monthly basis to the Service Delivery managers on the status of the recommendations contained in the Severity 1 Incident Reports.  Ensuring that the work logs, of all Severity 1 Incidents are updated with its progress.  Liaising with the Service Desk Team Leaders, Support Groups and Service Delivery Managers to ensure that the process meets the Customers requirements.  Ensuring Quality Assurance on all Reports to the Customer and the Business.  Consistently applying Fujitsu operating systems, methodologies, policies and procedures.  Engaging and maintaining effective working relationships with peer group and key internal stakeholders. Show less

Senior Service Desk Analyst

• Aug 2020 - Jun 2021

Health alliance: They provide professional shared services and an information systems platform for the northern region district health boards that support high-quality clinical service delivery. These services include Technology Services, Customer Services, Project and Programme Services, Internal Audit, and ICT Transformation. Responsibilities:  Appropriate and timely communication with Customers, Support teams and all other key stakeholders is delivered as per the documented Incident, Major Incident and Service Request management procedures.  All Incoming Incidents and Service Requests are logged into the Cherwell (Service Management tool).  Major Incidents are managed correctly and efficiently.  The call is managed through the incident and request life cycle, including customer verification and closure, once resolved or completed.  Identification of improvement areas (people and process) and communicates to the Service Desk Leadership team.  Provide training and coaching to Service Desk Analysts. Show less

Service Desk Analyst

• Nov 2018 - Jul 2020

About Datacom - With over 50 years of experience in technology, Datacom is one of Asia Pacific’s leading locally-owned IT-based service provider operating across New Zealand, Australia, Malaysia, and the Philippines. The current account which I am handling is Foodstuffs where the following are my roles and responsibilities:  Active Directory knowledge. Creating user accounts, reset passwords, create groups, etc.  Working on Office 365 admin console using the License sync and exchange module to perform group creations, filter or block spam emails and check the mail flow of users  Act as a single point of triage/contact for phone calls and emails from incoming Service Now / Cherwell tickets regarding IT issues  Deploying software to the user’s computer using SCCM  Setting up Laptops and Desktops with all applications and VPN  Initiate and facilitate the following ITIL processes: Incident Management, Request Fulfilment, Access Management, Problem Management, and Knowledge Management  RSA Soft and Hard Token PIN Reset on mobile devices for VPN connectivity  Perform password resets for domain users using Active directory tool. Show less

Major Incident Manager

• Oct 2015 - Sep 2017

DXC Technology helps our customers across the entire enterprise technology stack with differentiated industry solutions. We modernize IT, optimize data architectures, and make everything secure, scalable and orchestrated across public, private and hybrid clouds.  First Point of contact for escalation point for Service Delivery Managers and Service Provider Incident Managers.  Produce Post Major Incident Report for technical and management teams and send it across to the customer with the incident details.  Monitor queues for both P1 & P2 tickets and assign the valid severity tickets to the required technical teams and make sure the response SLA is met.  Responsible for managing user escalations across the globe by scheduling meetings, client calls, war rooms, etc.  Initiating Tech Bridge in 30 Minutes or depending upon the client nomenclatures for all accounts. Update work logs of incident tickets on regular intervals  Taking care of only Major incidents which are above the Sev2 priority  Roll out customer notifications & send out timely reports with incident details to stakeholders, customers, and service management team.  Hourly/Daily tracking of non-resolved critical priority issues and SLA Monitoring and resolving them at the earliest  Responsible for end to end management of critical and high impact situations in the IT Infrastructure area. Coordinates different support teams across regions, vendors, suppliers, and Business Groups to ensure satisfactory resolution of critical and high incidents  Coordinate with the support team (engage expertise) to provide a permanent fix to business and RCA (Root cause analysis) if required. Ensure all parties are properly informed throughout the escalation Show less

Senior Systems Engineer

• Oct 2013 - Sep 2015

About NIIT Technologies Limited – This is an IT company with over 10,000 employees serving clients across the Americas, Europe, Asia, and Australia. The company sharply focus on key industries: Banking and Financial Services, Insurance, and Travel, Transportation and Hospitality.  Work with the IT Operations Manager to establish standards and best practices for managing internal infrastructure, including network, access rights, desktops, servers, internal applications  Responsible for day-to-day system administration, including management of internal network, VPN, Microsoft Active Directory (AD), Backups & recovery  Analyzing, troubleshooting and resolving system hardware, software, and networking  Working with Inventory Management Systems  Maintain operating records such as packaging, events, and products tracking with customer references  Managing & Setting up the Printers  Assisting set up of users in AD Show less

Analyst

• Oct 2011 - Sep 2013

Capgemini SE is a French multinational corporation that provides consulting, technology, professional, and outsourcing services. It is headquartered in Paris, France. Capgemini has over 200,000 employees in over 40 countries, of whom nearly 100,000 are in India.  Network Management and monitoring using Solar wind Application  Managing user accounts on Active Directory  Working on Mainframe systems and unlocking the stuck invoices of the clients  Linux/Unix Server monitoring  Configuring and troubleshooting VPN  Taking remote sessions to fix the Software and Applications  Working on ITIL based project  Giving Admin rights to a user on their systems Show less

TSO

• Jan 2011 - Sep 2011

Duties • Configuring and troubleshooting VPN. • Taking remote sessions to fix the Software and Applications. • Giving Admin rights to user on their systems. • Resolving issues with customer phone lines and broadband along with IPTV. Duties • Configuring and troubleshooting VPN. • Taking remote sessions to fix the Software and Applications. • Giving Admin rights to user on their systems. • Resolving issues with customer phone lines and broadband along with IPTV.