Description :

1. Acted as the initial contact for IT-related issues, delivering remote and on-site troubleshooting for hardware, software, and network problems while managing user accounts and permissions.
2. Installed and configured computer systems and applications, monitoring performance and maintaining an updated inventory of equipment.
3. Assisted with technical upgrades and desktop system maintenance, supporting the testing and deployment of new applications.
4. Collaborated with the Infrastructure Administrator on server maintenance and networking tasks, adhering to standardized policies and procedures for service delivery.
5. Coordinated with vendors to resolve hardware issues, imaged and installed software for various workstation types, and provided hardware support.
6. Applied system upgrades to ensure durability, successfully resolving hardware and network connectivity challenges.
7. Provided technical support for infrastructure systems, ensuring high availability and performance.

Experience

0-2 Years

Level

Entry Level

Education

B.S. IT

Description :

1. Participated in after-hours on-call rotation, providing service support for internal IT systems and ensuring minimal downtime.
2. Collaborated with IT teams to ensure all systems function efficiently, focusing on unified communications and user experience.
3. Maintained documentation for system configurations, processes, and procedures.
4. Managed planning and implementation of infrastructure projects, ensuring timely execution of patching and hardware maintenance.
5. Analyzed user issues to recommend process improvements, enhancing overall IT service delivery.
6. Assisted the Systems and Support Manager with departmental challenges, ensuring smooth operations.
7. Trained and mentored junior IT support staff, fostering a collaborative and knowledgeable team environment.

Experience

2-5 Years

Level

Junior

Education

B.S. IT

Description :

1. Effectively diagnosed and resolved IT issues, ensuring minimal downtime for end users.
2. Managed user accounts and permissions, enhancing security and compliance.
3. Coordinated hardware and software installations, ensuring smooth integration into existing systems.
4. Collaborated with vendors to maintain and upgrade IT infrastructure components.
5. Conducted regular system performance assessments to identify areas for improvement.
6. Provided training and support to junior staff, fostering a culture of knowledge sharing.
7. Documented processes and procedures for efficient operation and troubleshooting.

Experience

5-7 Years

Level

Senior

Education

B.S. IT

Description :

1. Analyzed network performance and system capacity to proactively maintain the global wide area network environment, optimizing resource allocation.
2. Delivered exceptional customer service to internal stakeholders, addressing their issues and ensuring effective communication across all levels.
3. Managed incoming support requests, prioritizing and resolving hardware issues efficiently through the help desk system.
4. Configured, installed, and troubleshot computer hardware and software, maintaining an accurate inventory of all end-user devices.
5. Monitored and maintained the functionality of end-user hardware, ensuring compliance with service level agreements.
6. Ensured proper physical connections and network configurations for all IT assets, enhancing overall system reliability.
7. Communicated effectively within the team and across departments to minimize technical risks and improve project outcomes.

Experience

2-5 Years

Level

Consultant

Education

BSc IT

Description :

1. Monitored system performance and ensured optimal operation of AS400iSeries for nightly backups.
2. Executed safety procedures to minimize risks and enhance team safety awareness.
3. Conducted regular safety meetings to identify and recommend improvements to safety protocols.
4. Developed and deployed Telephony and VoIP systems while adhering to EY Security Standards.
5. Documented processes and provided support during project transitions to production environments.
6. Identified and addressed potential issues in Telephony cloud platforms, ensuring project leadership was informed.
7. Collaborated with IT Service Desk and third-party vendors to analyze support trends and enhance service delivery.

Experience

7-10 Years

Level

Management

Education

B.S. IT

Description :

1. Acted as a key liaison within IT, adhering to established procedures for effective collaboration.
2. Managed application and systems performance, coordinating with regional teams to execute change requests.
3. Identified and remedied system performance issues using advanced monitoring tools.
4. Delivered exceptional system support from initial contact to resolution, ensuring user satisfaction.
5. Developed strong customer relationships to advocate for best practices in system management.
6. Integrated and maintained secure technical solutions in a fast-paced enterprise environment.
7. Configured systems in line with institutional policies, effectively communicating complex technical information.

Experience

0-2 Years

Level

Freelancer

Education

B.Sc. IT

Description :

1. Utilized PowerShell scripting to automate routine tasks, enhancing efficiency across the infrastructure.
2. Provisioned and configured desktop hardware and software, providing comprehensive training to new employees on system usage.
3. Diagnosed and resolved client issues, supporting platforms including Virtualization, SVN, Jira, and Confluence while managing time effectively to meet targets.
4. Enhanced team capabilities through DevOps methodologies, ensuring optimal performance of the IT infrastructure through formal processes.
5. Analyzed internal and external business requirements, identifying opportunities for service desk improvement to boost first-contact resolution rates.
6. Collaborated with the Service Support Manager to develop knowledgebase resources, empowering customers to troubleshoot issues independently.
7. Communicated technical standards and procedures effectively to end users, fostering a clearer understanding of IT protocols.

Experience

10+ Years

Level

Executive

Education

BSc IT

Description :

1. Operated within an ITIL framework to manage service delivery and incident resolution effectively.
2. Leveraged technical knowledge to troubleshoot and resolve moderate complexity incidents independently.
3. Collaborated with team members to address cross-technology issues, ensuring swift resolution.
4. Proactively identified potential escalations and communicated effectively with management.
5. Executed patch management and security updates, ensuring compliance with policies.
6. Maintained accurate entries in the Configuration Management Database (CMDB) to support infrastructure integrity.
7. Contributed to continual improvement initiatives, providing insights for enhanced service delivery.

Experience

2-5 Years

Level

Executive

Education

B.S. IT

Description :

1. Collaborated with IT teams to ensure seamless operations of IT systems and supported the design and implementation of new infrastructure.
2. Provided technical assistance to users, addressing systems-related issues and delivering on-call support as needed.
3. Performed routine maintenance and upgrades of existing systems, ensuring adherence to standard operating procedures.
4. Utilized VMware and Intel-based systems, enhancing performance through effective hardware and software management.
5. Provided advanced technical support for server, network, and internet-related issues, assisting end-users in troubleshooting.
6. Ensured adherence to ITIL best practices in incident and change management.
7. Delivered first and second-line technical support for public cloud services, including Microsoft 365 and Azure.

Experience

5-7 Years

Level

Senior

Education

BSc IT

Description :

1. Provided technical guidance and mentorship to junior team members while documenting support activities and maintaining accurate records of support tickets.
2. Communicated effectively with clients to provide updates on support requests and proactively identified opportunities for improvement.
3. Participated in on-call rotation for after-hours support and incident response.
4. Ensured flexibility in supporting system upgrades and maintenance, working remotely or on-site as needed.
5. Oversaw network infrastructure support planning, implementation, and monitoring, aligning with compliance requirements.
6. Maintained inventory of hardware and software assets for compliance.
7. Prepared support documentation, implemented system improvements, and supervised security upgrades.

Experience

2-5 Years

Level

Consultant

Education

B.S. IT