System Administrator – Maintaining all client’s Computers,
Servers, Firewalls, Backup systems both physical and cloud base storage. Monthly
maintenance to make sure that everything is UpToDate and fully backed up.
Windows Server Management – Managing Windows Server 2012 to 2022. Configuring
RDPs 3rd party applications for servers, checking possible
vulnerabilities, ensuring all server services are all green.
Active Directory
Management (Windows)– Management
of users provides needed access to files and applications. Creation of security
and distribution groups, server level access within the security groups.
Hyper-V deployment – Creation of new Windows Virtual Server
(Data Center and Standard) all Windows versions. Management of replication and
restoration. Finding solutions on issues in Virtual Server.
Synology NAS Management – Backup of all computers, servers, virtual
servers and other important files/folders. From NAS to Cloud backup solutions.
Restoration of backups both from cloud and physical storage.
CCTV management, adding and maintaining cameras form Synology
surveillance station. Setup and configuring CCTV upon the clients wants and
retrieval of video footage upon request.
Active Directory
Management (Synology) –
Creation of domains, active directory tree and user/group management.
Synology Virtual machine
management – in emergency
situations that Physical windows are down, Virtual server can be run from
Synology NAS. Responsible for restoring, creation and maintenance of the server.
O365 Administrator – Responsible of migrating mailbox, contacts,
retention and restoration. Access management and configuration. Consist of
Microsoft Intune, Multifactor Authentication (MFA), Remote Desktop Services
(RDS).
-----------cast Administrator – Settings policies, retrieval of emails, and
access management.
Network drive Management
– Responsible of creating
network drive, access permission and security groups.
ITIL Process Management –
Practicing ITIL 3.0V for
all IT processes.
Team Management –Responsible for handling Service Desk team,
spear heading new projects (Such as Automation, New Scopes and strategies),
Client meetings and presentation, Service Improvements, Maintaining Basic SLA,
Queue management, Workforce management, Coaching, Auditing (Quality), Goal
settings, motivational projects/activities, and Nurturing subordinate to be
future leaders.
Critical Situation
Management – Handles Outage management.
Severity 1 & 2 situation, coordinating with different
specific resolver groups to fix issue the shortest possible time. Creating End
user notifications and internal notifications ever 30mins to inform all users
and/or stakes holders to give them information on the development of the
outage. Ensuring to solve problem within the required SLA.
SLA/Metric Reporting – Responsible for computing different team
metrics and compile for Manager’s report. Such as SLA, Attendance, FCR, Quality
Etc.
Creating/Transitioning
Process – responsible on
creating new processes for the account. I was a part of the team who wrote the
Runbook for the account.
Process Improvement with
Clients– weekly had
meetings with client on how to improve current process, new innovations, to
make current/new process better in LEAN way.
Highly Technical
Knowledge – for
service desk, it’s not only important to learn the processes rather need to
understand how it works. I have highly technical knowledge in fixing IT issue.
Remoting in user’s machines (PC, laptops, gadgets) to fix or optimize its
performance. Knowing smart troubleshooting is the key to fixing most of the
issue which I am highly capable of.
Account Management – responsible on creating login
account for users. With extensive knowledge in using Active Directory, Local
Exchange and Office 365 (cloud) Exchange. Creating server accounts, shared
mailboxes, distribution groups, security groups, contacts, etc… Server mailbox
settings, permissions and accesses, mail flow settings and management.
Network drive creation and permission management. Attribute
editor in AD and different functions.
Cisco IP Phones
Configuration Management –
responsible on managing Cisco Unified Client Management Administrator
server. Manipulating the Cisco IP phones for users such as, assigning
extensions, pickup groups, account management, caller ID, speed dial, etc.
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