Candidate CV Interview: Immediate Start: Monday 25 th June Technical Skills:

Transcription

1 Candidate Name: Job Applied For: Availability: Key Skills: Candidate CV st /2 nd Line Support Engineer Interview: Immediate Start: Monday 25 th June 2012 Technical Skills: Active Directory, Hardware Support, Remote Support, Windows Sever 2003/08. Exchange Server. MCSA / MCSE / ITIL certified & Security Check (SC) cleared Technical Desktop / Service Desk (1 st / 2 nd line / Remote) Support / Deployment / User Access Administrator with more than six years of expertise in on ITIL / WINTEL environment possessing versatile, cross-platform experience in systems/network architecture, installation, implementation, integration, security and administration in local and remote environments for diverse client industries (Education, Telecommunication, Government, NHS, Banking & Small businesses). CERTIFICATIONS / TRAINING Microsoft Certified Systems Engineer (MCSE-2000/2003) & Microsoft Certified System Administrator (MCSA-2000/2003). ITIL V3 Foundation Certificate in IT Service Management Salary: Negotiable Presented By: Daniel Chetty d.chetty@ninesharp.co.uk

2 CV Ref SUMMARY A MCSA / MCSE / ITIL certified & Security Check (SC) cleared Technical Desktop / Service Desk (1 st / 2 nd line / Remote) Support / Deployment / User Access Administrator with more than six years of expertise in on ITIL / WINTEL environment possessing versatile, crossplatform experience in systems/network architecture, installation, implementation, integration, security and administration in local and remote environments for diverse client industries (Education, Telecommunication, Government, NHS, Banking & Small businesses). ADVANCED SKILLS AND KNOWLEDGE AREAS: Technical support/ customer care Level 5 VIP s Support Windows 98/NT/2K/XP/Vista/7 Hardware / Software installation Lotus Notes / Domino V8.5 Exchange Server 5.5/2003/2007/2010 Active Directory WANs/ LANs CITRIX Metaframe Safenet encryption software HP Service Manager 7 / HPOpenview Blackberry / IPad / Videoconferencing REMEDY 7.1/TopDesk/HEAT/HelpLine Symantec / Veritas Backup System SCCM

3 PROFESSIONAL EXPERIENCE & ACHIEVEMENTS: Coutts Bank (RBS Group) 2012 June 2011 till June WM IT Service Management (Service Desk - Desktop / 1 st / 2 nd Line Support -> ITIL environment) Supporting users (including Level 5 VIP s Executives / Directors / Department Heads / Regional Advisors) on Windows 2003 / 2008 server, XP / 7 operating environments. Desk side / / Phone & Remote Support via DameWare / Tivoli & Remote Desktop Connection Active Directory Administration including Exchange 2003 / 2007 & 2010 Blackberry Enterprise Server (BES) / Lotus Notes user administration Administration on Cisco IP (IPT) Telephony System Support of Microsoft Office 2003 / 2010 suites inc Outlook client IMAC (Installs / Moves / Adds and Changes) o Install/configuration of standard PC (workstations) / Laptop build o Hardware support of pc s and peripherals o Network patching Field incoming Avaloq, smart card and pc support requests from end users via telephone, and the HelpLine incident management tool Provide 1 st / 2 nd line support on Banking / Market Data applications (WINXCEL / Reuters / Bloomberg etc) & Avaloq financial database test and live systems Administering MyID database soft certificates and Smartcards for users. Re-setting and unlocking card pins and security questions as required Authored training and Incident / Change Management; (ITIL) process documentation for team members of the service desk Resolve technical incidents, problems and ad hoc issues as directed by the Wealth Management Team Manager Manage systems requests for Joiners, Movers and Leavers (JML) process Use of HelpLine incident system on a daily basis to raise, track and resolve incidents / RMS (Service) and Work Requests for users. Lloyds TSB Banking Group 2009 June 2010 till June 2011& April 2008 to March I was responsible for handling Service Desk Support Operations within User Access Management (UAM) / SMART & SM7 team (ITIL environment) enabling end users to access the computerized resources needed to perform their job functions. CITS (Colleague IT Service Desk) - Desktop Support/ Service Desk / Helpdesk Analyst- 04/09-06/10 [Active Directory / XP Security / Citrix / Novell / MS Exchange Admin] Active Directory Administration including Exchange 2003 / 2007 & 2010 User Account Creation / Deletion for Applications and Domain (NT4, XP, Vista & 7) User Permissions Administration on AD & NT4 (User Manager)

4 Supported users (about onsite & offsite) in a Windows 2000 / 2003 / 2008 server, XP / 7 operating environments. Responsible for applying NTFS file permissions on WIN NT / 2000/ 2003 / 2008 servers across multiple domains and administration of local & global (security) groups structures on WIN NT / XP / 7 domains. Support of Microsoft Office 2003 / 2007 & 2010 suites. User support on Terminal Services Client (Citrix) & Citrix Metaframe to reset passwords, create user accounts, modify users profiles, delete users, modify registry by using regedit, troubleshoot and resolve printing and application problems. Installed printers on networks & troubleshooting hardware peripherals like printers. Responsible for PC / Laptop Deployment (Creating Images, Imaging laptops and desktops using GHOST imaging) including Microsoft Patch / McAfee Antivirus Installations & Laptop Rollout for new starters - providing one to one support in the handover of new laptop, troubleshooting issues, ensuring user profiles are setup and sufficient training provided. Remote Support via DameWare / VNC / Tivoli o Remote software upgrades and software patches o Troubleshooting Wi-fi issues remotely o Management of RSA RAS Users (Creating RAS ID's, Assigning RAS token for Remote access to Back Office / Servers. Raising incident calls and RMS requests (through Remedy Call Logging system), keep users (including Level 5 Executives / Directors / Regional Advisors) up-to-date with progress, Monitoring own call stack (dealing with 30 to 40 calls / requests per day) and assigning problems to appropriate service delivery units / 3rd Party Companies (BT, Vodafone, Computacentre etc) Administration of User Roles using Oracle Identity Management Meeting agreed service level agreements and key performance indicators Escalated any unresolved/unsupported issues in a timely manner to the appropriate team. Providing technical support, software support and operational assistance to users of PCs, thin clients and standard PC packages, by identifying the cause of problems or disruptions to service and taking the most appropriate remedial action. Traveled to various office locations to provide on-site support for software, hardware, printers with Installs/upgrade/rollouts and network access issues, increasing customer satisfaction SM7 Support HP Service Manager Version 7.02 User Account Creation / Deletion Password reset Workgroup creation / amendment & deletion Change Management Incident Management Problem Management Service Level Agreements Knowledge Management Configuration Management Training users on SM7 Modules SMART Support BMC Remedy Action Request System Version 7.1 User Account Creation / Deletion Password reset Change / Incident & Problem Management CMDB (Configuration Management Database) SLA Awareness, Work distribution & Work Requests (WR) Management

5 RMS Requests Management Providing Support on extracting Macros / Reports TDA (Training and Development Agency for Schools) 2010 April 2009 June The TDA is the UK Government Agency responsible for the recruitment, training and deployment of teachers and complimentary staff into 42,000 high schools in England. I was responsible for supporting 700 users (400 onsite & 300 Manchester site) on 1 st and partially 2 nd line desktop computing problems. (ITIL / WINTEL environment) Working within an ITIL environment Account creation, configuration and deletion using Active Directory Responsible for managing the User Access & Incidents Request queues within the agreed SLA s via Top Desk & HEAT Call logging system. Relocation of network from London to Manchester Responsible for Escalating calls where necessary but I will make sure the call is not left on a 3 rd line queue unattended and will always keep the customer up to date with progress. Responsible of system backup using Symantec Backup Exec and also Symantec End Point protection for AV Administrate Blackberry Enterprise Servers(BES) Provide Level 2+ support, including Provision, maintain, administer, troubleshooting and resolution of reported incidents and other requests for all Blackberry Devices Liaison with service providers including T-Mobile & Vodafone Administration activities include ordering, tracking and deployment of mobile devices resulting from end-user requests. Handle day-to-day BES and blackberry related technical problem BES account creation/deletion Resending IT policy and service book Upgrade device firmware Setting Enterprise Activation password Resetting device password Responsible for building a Server/Domain Controller to organisational standards User Support on MS Office Communicator / Document Management System (Wisdom) Configured VLAN s and Inter VLAN routing on CISCO switches Installation of Symantec Antivirus Products (Windows on Exchange Server) and Norton Products IT Equipment (PC, laptops, printers, routers, Blackberry & Video Conferencing (VC)) setup) VPN configuration and support. Administration on IP (IPT) Telephony System and network patching Wireless account configuration, Remote worker admin and support MIMESweeper - system management Sourcing prices and ordering IT equipment used company wide. Production of monthly management reports, service level agreements, user instructions and general team documents Staff inductions, Workshop sessions and Training Safenet encryption installation and configuration Troubleshooting encryption software

6 HBOS (Halifax Bank of Scotland) plc 2008 (Pudsey Data Centre, Leeds) June 2006 to Feb Selected to handle the Security Operations with User Access Management team to Insure the availability and integrity of NT/XP Domain controllers, NT 4.0/2k & XP network servers, local area network (LAN), wide area network (WAN) components and desktop computers, enabling end users to access the computerized resources needed to perform their job functions. Provided 1 st / 2 nd line (network, hardware, software and remote) support for a user network in and around UK, using Windows NT 4.0/2000/2003 Server, NT 4.0/XP Workstation, Lotus Notes 6, Exchange Server 5.5/2003, Active Directory, Citrix, Blackberry, Novell Netware, Oracle Identity Management (OIM) and as needed, with other offices worldwide. Administrating users on Exchange 5.5, Exchange system using Active Directory, Citrix, Blackberry, Lotus Notes, Novell Netware, Windows Internet Name Service (WINS) / DHCP server and managing users by creating RAS ID s using Ace/Client CISCO software. Responsible for managing the User Access, Incidents and Work Request queues via the Service Desk Management System Remedy. Responsible for all network administrative functions including creation / administration of user and group accounts on NT / XP domains using Active Directory & Novell Netware, set up / administer permissions for files and folders on WIN NT / 2003 servers thus following HBOS Security policy / procedures. Experience in applying NTFS file permissions on WIN NT / 2000/ 2003 servers across multiple domains and administration of local & global group structures on WIN NT / XP domains. Designed, configured and administered Domains, Servers, System Policies, and User Profiles for our staff and many of our clients to insure security and proper use of resources on stand-alone and networked systems using NT Server, Windows 98, 2003 & XP workstations. Deployment of desktop images using Ghost and LANDesk technologies. Understanding fully the TCP/IP protocol suite, administrating / troubleshooting VPN s, VOIP / Terminal Services / Broadband / Dial up and evaluating common IP addressing problems. Solving technical issues relating to SQL Server, Altiris Imaging & Veritas net backup. Pendleton College, UK 2008 Feb 2008 to March As a short term Technical Analyst, I was responsible for Desktop support and training users on Novell Netware. Windows Environment (NT / 2003 / XP) Create and administer user and group accounts Troubleshoot problems that prevent users from logging on and/or accessing network resources Set up and administer permissions for files and folders. Use auditing functions to generate and view security logs. Determine the appropriate action to take for common problems. Microsoft Exchange server 5.5 / 2003 Install and configure Exchange Server clients. Message tracking & Managing exchange server capacity

7 Managing users, security & distribution lists. Calderdale & Huddersfield NHS Trust, UK 2006 March 2005 to June Selected to handle office Networking environment, GP practices and user support for workstations and printers utilizing Windows 98/2K/XP operating systems, Windows NT Workstation and Server. Tested and installed hardware and software to ensure proper equipment for individual users, improving overall office efficiency. Provided first/second/third level & VNC Remote support to internal Help Desk to resolve user concerns with specific applications, including Windows NT/2000/XP, MS Access, Microsoft Office, GroupWise, Novell, Microsoft Exchange Server and numerous industry specific applications. Traveled to various office locations to provide on-site support for software, printers with upgrade/rollouts and network access issues, increasing customer satisfaction. Identified and implemented technologies and methods of using existing technology to help users work more efficiently, including: Creating/revising macros and spreadsheets in Excel. Developing procedures and training users in electronic data transfer between applications. Identified and resolved network configuration issues. Responsible for migrating users from Groupwise to Microsoft Outlook using Active Directory & Microsoft Exchange server applications. Responsible for researching a Technical Call logging software (i.e. Remedy) including its installation and setup. Trained other staff to use the program efficiently TECHNICAL SUMMARY Operating System Microsoft Server Technologies LAN / WAN Technologies Network Protocols Security Databases/Tools Internet Windows NT 4.0 Server & Workstation, Windows 98/2K/XP/CE/Vista/7, UNIX, Linux Exchange Server 5.5/2003/2010, DHCP, DNS. LAN/WAN, Ethernet, VLAN, Inter-VLAN, ISL, 802.1q, NAT, Access-list (ACL), WLAN TCP/IP suite, PPP, SNMP, WAP, FTP VPN, Mobile VPN, ISA Oracle, SQL Server, PL-SQL, DB2, Developer 2000, Access 2000, Citrix Metaframe, LOTUS Notes, Outlook, Office 98/2K/XP HTML, DHTML, XML, WML, WML Scripts, VBScript, JAVA Script, ASP.

8 EDUCATIONAL QUALIFICATION Leeds Metropolitan University, Leeds, United Kingdom (2005) Major: Master of Science in Mobile and Distributed Computer Networks Key Modules: Network Management, Mobile Communication Systems, Wireless Networking Crescent Engineering College, University of Madras, India (2001) Major: Bachelor of Engineering (B.E), Computer Science Engineering. CERTIFICATIONS / TRAINING Microsoft Certified Systems Engineer (MCSE-2000/2003) & Microsoft Certified System Administrator (MCSA-2000/2003). ITIL V3 Foundation Certificate in IT Service Management Prince 2 Project Management Course (Self Study)