Senior Team Lead - IT

• Apr 2022 - Present

IT Operations Services Analyst (Major Incident Management)

• Feb 2021 - Apr 2022

· MIM provide global support for internal and external clients/customers · Receives and cater priority and Major Incidents · Determine the Incident priority impacting productions and business stoppage. · Create technical bridge calls using MS Teams and engage/send to support resources · Engage Applications, Systems, Database owners to determine the issue and fix it · Note all the information, progress, & update of Major/Priority Incidents · Send technical updates every 30 minutes to affected internal or external parties for transparency information. · Any change like reboot, restart, adding space to drives/server, etc. need to process separate forms · Initiate Technical Ideas and relay to the team that will possibly help fix the issue · Come up with concrete and solid workaround initiative or permanent fix · Do the initial troubleshooting steps and confirm the SLA as well as the prod impact prior to promoting if it is a valid P1 or P2 Incident. Show less

International IT Service Desk Technician

• Apr 2010 - Jan 2021

· Act as a single point of contact for phone calls, chats and emails from agents and staffs regarding IT issues and queries. · Basic active directory knowledge. Reset passwords, unlock accounts and add/remove accounts from distribution list, create NT logins and email accounts. · Provide a first line of support for any service interruption and inquiry as quickly as possible. · Support 24/7 for all Qualfon Centers · Systematic way of documenting end users request by means of an automated system. · Ensure an effective solution gathered from the respective department is provided to the end-user. · Execute and handle Global OPSCON escalation protocols for any outages on any site/center. · Monitors systems alerts, alarms from monitoring tools such as Orion Solarwinds and others. · Initiates and maintains contact with individuals on the company. · Assist quickly and efficiently to the needing department. · Responds to inquiries from clients and provides guidance in resolving any hardware and software problems, issues, questions, etc. · All other tasks as assigned. Show less