Responsibilities: • Administers security policies to control access to systems. • Provide best practice support services for the systems under management responsibility. • Ensure changes to processes are planned and implemented in a sound low risk manner, without creating end-user issues. • Provide implementation support on approved projects involving data share structure changes. • Works with other team members to manage certain tasks• Handle AS400, External Domain, Security Group and Files Share requests• Creation/Modification/Deletion of User Accounts, Resource Accounts, Distribution List etc.• Responds, with guidance, to user queries received in the inbox regarding account creation, modification, or deletion

Responsibilities:IT Helpdesk Analyst• Maintaining a high degree of customer service for all support queries and adheres to all service management principles• Providing 1st line technical support for Johnson and Johnson; answering support queries via phone, email, web and Chat• Assist user on their Blackberry and iPhone issue most especially their email exchange.• Identifying, investigating and researching user questions and problems as well as isolating and resolving IT problems• Receive and record technical and/or application support calls from end users, provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to second or third level in accordance with Help Desk escalation processes.• Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a reasonable timeframe.• Provide initial assessment of urgency and business impact on all support calls.• Manage service requests, software installations, new computer setups, upgrades, etc.• Record incident resolutions in the Help Desk tool.• Provide enhancement request feedback to IT regarding technology environment and customer needs through the defined processes.• Support the following technologies: Microsoft Office products o Outlook, Word, Excel, Access, Internet Explorer, Windows 7,8,10, desktops, laptops, printers, networked copiers, NIC’s, basic LAN/WAN connectivity and others as assigned.PAMS Admin (Privileged Account Management Service)• Reset password for a business application (Most ORACLE JDE applications)• Create or modify account access for business applications (SYMYX, CYBERLAB and TIAMO)

- Diagnose and resolve technical hardware and software issues involving retail and business NETGEAR networking devices such as modem gateways, routers, switches, access points, storage devices and other networking devices.- Providing 1st line technical support for NETGEAR; answering support queries via phone, email, web and Chat- Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.- Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.