Responsible for monitoring, troubleshooting, and escalating critical events on systems and applications across the enterprise. Along with maintaining and monitoring power, cooling, floor space and fire suppression on the data center infrastructure.•Demonstrates knowledge of computer operations functions consistent with large data center environments.•Provides support on installation, usage and infrastructure issues.•Develops, maintains, and monitors the execution of batch jobs across multiple business units.•Develops and supports emergency response policy and procedures.•Supports the backups of all systems and servers in the data center.•Develops recommendations and performs evaluations for equipment and infrastructure requirements.•Analyzes system operating efficiencies and recommends measures to improve performance.•Coordinates and supervises the daily activities of operations, or business support staff•Administers and executes policies and procedures•Ensures employees operate within guidelines•Decisions have a direct impact on work unit operations and customers•Frequently interacts with subordinates, customers and peer groups at various management levels•Interactions normally involve information exchange and basic problem resolution

• Establish and aggressively drive Ingram Micro service levels directly and through partners to become a world class organization of services that meet the demands of a rapidly growing global company • Establish the appropriate metrics and reporting that ensures the highest level of customer service and responsiveness.• Ensure compliance to security initiatives and programs • Ensure customer satisfaction through customer satisfaction surveys and service level goals• Implement and support consistent IS solutions and standards that will increase the productivity of the entire user community• Execute global process improvements for the ordering, provision and support of all IS solutions to end users.• Lead a geographically dispersed team to identify, implement and support consistent IS solutions that will increase productivity of the global end user community • Establish a baseline cost and service level for the group and recommend, develop and implement improvements to optimize investments and ensure support is aligned to business needs.• Effectively communicate relevant IS-related information to company executive management and business leaders

• Working as a regional subject matter expert (SME) for technologies in the environment and providing technical support and training to Site Support Technicians. • Providing 2nd level support to end users that cannot be resolved by 1st level support (Client Services Desk) and enable Moves, Adds and Changes to the environment. • Maintaining operating efficiency by working with end users of all IS solutions and provides support service aligned to defined service level agreements (SLA) and to ITIL standards. • Providing managerial coverage in the absence of the Operations Manager and be trained and developed to be their successor.• Remote access, Unified Communication Services and Virtual Desktop Infrastructure)• Accomplished Global Site Support mission by completing required duties to high quality standard and within SLA.• Ensures all time and work effort for incidents and tasks are recorded in the ticketing system.• Identifies and support operational objectives and procedures by conferring with managers and employees to evaluate input and output requirements.• Prepares and support users by writing and maintaining documentation that provide help to answer questions and resolve problems.• Proactively improves current systems by studying practices, procedures and problems and designing modifications.• Updates job knowledge by participating in educational opportunities; reading professional publications; participating in professional organizations• Proactively reduce problem tickets by analyzing data and implementing mitigating actions for common incidents. Train user community in utilization of self-serve tools & best practices to avoid contacts to Site Support.

• Monitor and maintain system performance SLAs. These are done through daily performance and capacity inspection and the corresponding analysis on trends.• Ensures adherence of server and desktop configurations to Group IT Security standards.• Ensures the integrity of systems and execution of backup procedures.• Maintains server, desktop and software inventory as well as historical information on each asset.• Manage a team of Jr. Systems Administrators and Technical Engineers and provides first line support on system troubleshooting and timely execution of tasks that will guarantee continuous business operations.• Coordinates with the IT Helpdesk in ensuring that all calls for support are addressed in accordance with the agreed SLA targets.• Ensures the turn-over of systems administration tasks are handed over properly from one shift to another.• Liaises with other IT entities (e.g. GRNA, AIG, DSS, etc.) as well as with vendors and service providers on system installation, amendments, improvements and maintenance. Supervises 3rd party service providers in installation, fault diagnosis, repairs and maintenance of equipment.

• As a Systems and Network Administrator; I am responsible in handling all the Computer related process and applications of the Company.• From Accounting Systems that are running on the Server to the Network, up to the configuration and maintenance of the 3Ds Render Farm machines.• Maintenance of the MILO Motion Controls PC is also my responsibility, from program updates to hardware tune-up.• Day to day tasks covered LANs of three different buildings and testing the newly setup WAN.