System Support Specialist

• Mar 2022 - Present

Information Technology Support Analyst

• Jul 2020 - Mar 2022

Technology Solutions Specialist

• Apr 2017 - Jan 2020

• Manage incoming customer requests via phone, email and web interface and prioritize incidents based on severity and impact to business production.• Detects, classifies, monitors, and tracks incidents, provide analysis and recovery methods using best Incident Management practice.• Record and document support incidents in incident management system, monitor and manage multiple ticket queues and document solutions using organisation’s knowledge management system.• Provide level 1&2 support to internal infrastructure and business critical applications of the banking system.• Introduced quarterly review of accesses and rights, ensuring 100% access control and accuracy.• Administered Mobile Device Management tools like Cisco’s Meraki and Microsoft’s Intune to deploy and manage mobile devices like laptops, access points and mobile phones across all sites.• Administered Active Directory, and Office 365 to manage 250+ user accounts.• Configure and manage 3CX PBX system which acts as the main IVR and call centre software of the bank.• Build many pipelines reports for cross-functional teams using Excel, Power BI and SQL Report builder.• Manage the intranet system using Microsoft SharePoint and build Smart forms to automate the operational workflow. Show less

IT Infrastructure Officer

• Feb 2015 - Mar 2017

• Provided first line of support to internal staffs and banking members across 4 sites in a small team of 5.• Managed the Windows Active Directory and Exchange servers.• Adhere to 95% first line resolution rate.• Configure & troubleshoot all core applications providing level 1 support.• Log and classify each request/incident using Service Management tools like JIRA, ServiceNow and provide details on cause and resolution.• Managed the network infrastructure and achieved 30% reduction in downtime for business-critical applications by analysing the support requests.• Managed the backup servers and communicating to user groups on system outages.• Demonstrated experience with the installation of system software, hardware and mobile devices across all sites via remote or in person.• Performing user access audits and ensure compliance using organisation’s IT Security Policy.• Deployed and maintained Microsoft Office 365 and Dynamics 365 suites (CRM & ERP).• Installed and administered Citrix virtual apps and desktops.• Managed the CISCO SPA Telephony Systems.• Created user training hub to cut time to troubleshoot tickets by 20%.• Implementation of Cisco Meraki wireless infrastructure for all sites.• Participated in the migration of Core Banking services to a different vendor and involved in the installation and testing process of core banking application on the new Citrix platform. Show less

IT Service Consultant

• May 2014 - Jan 2015

• Provide technical support to Customers both in house and on site. • Log customer requests and faults to ensure SLA targets. • Develop & maintain Customer Relations including the promotion of product and services. • Support customers with desktop and TCP/IP matters. • Provide analytical and problem solving skills, with an attention to detail. • Develop skills & support wireless, VoIP, Windows Servers. • Support corporate users by managing Active Directory and Exchange Servers. • Create professional network documentations including operational matters. • Programming customer equipment - ADSL routers, ATAs, VOIP phones. • Maintaining Backups, licensing and other maintenance tasks for the client systems. • Adhere to company policies and procedures. Show less