Jojo Solis Email & Phone Number

Houston, Texas

Level 3 support engineer at Macquarie where primary role is to work on escalated tickets from L1/L2 engineers. Worked closely with Problem Management and Incident Management team to investigate and provide resolutions on recurring issues, problem tickets and critical incidents. Raise change control to release new software versions, or to fix an issue found while investigating critical incidents or problem tickets. Review and approve change request that has potential impact to the systems we are primary responsible of and analyze alerts and provide recommendation to reduce and/or eliminate noise alerts. Other roles and responsibilities are:- Testing and deploying Microsoft security patches to all Windows servers and desktop across Macquarie using SCCM 2007.- Administration and maintenance of all Exchange 2003 servers across the company. Managing anti-spam servers, email archiving servers , Instant Messaging Servers (RIM, Reuters, OCS etc) and Blackberry server.- Supporting and maintaining different version of Citrix Servers (PS4, XenApp5 and 6, Xen Desktop), troubleshooting Citrix performance issue using EdgeSight performance monitoring and reporting, troubleshooting issues in publishing and/or launching Citrix applications.- Test and Deploy new software updates including non-Microsoft update via SCCM 2007.- Maintain Mcafee anti-virus solutions of the company, making sure daily updates are getting downloaded from Mcafee and this update is replicated to the repository servers across the globe. Test and implement new policies in EPO such as HIPS firewall, IPS, etc.- Review and sign-off documents before a service or an application are transitioned from project team to the operations team. - Managing and Maintaining the following:- SCCM 2007/ - Windows 2003, 2008- Exchange 2003 Servers- Mimesweeper- Symantec Enterprise Vault- MOM 2005- MS Communicator 2007- VMWare server- Mcafee EPO 4.0,4.5, HIPS, and VSE 8.7- Citrix PS4, XA 5 and, XA6 and XenDesktop

as messaging delivery lead i am responsible for maintaining the clients messaging and collaboration system. making sure that mailboxes are accessible to more than 8,000 users at all time.aside from other messaging admin task part of my responsibility is to ensure that my team always meet the target SLA and SLO. making follow up to the rest of team members to close incident ticket and provide updates as soon as possible.part of my responsibilities are: - Acknowledge Virus incidents/Outbreaks and take necessary actions- Acknowledge planned/unplanned outage and review the possible impacts on Messaging SLA.- Deep level troubleshooting for those problem escalated through Helpdesk- Update necessary Operational documents.- Verify daily backup for Messaging and Collaboration Infrastructure is completed. Work closely with the backup team for the failed backups.

- Monitor helpdesk and technician’s response to ticket making sure tickets are resolve at the shortest possible time. - Perform all system administration tasks on the Windows platforms including but not limited to User Definitions, granting access privileges, creating email accounts, etc.- Maintain and administrate the LAN server.- Setup and maintain the web, messaging services, and E-fax services.- Apply all OS patches, upgrades and fixes in a controlled manner ensuring that respective services are not disrupted- Ensure corporate data integrity is safeguarded by obtaining the pertinent backups as per the corporate policy. Perform basic confidence tests by regularly restoring data to a back-up server to ensure effectiveness of recoverability- Continuously monitor system performance in terms of CPU, memory and disk space utilization. Advise the management of any bottlenecks and recommend effective ways of resolution.

- Install software and hardware on client’s machine, assist client with their computer related problem.- Install and setup Windows NT and Windows 95 Workstations, Toshiba, Compaq and IBM laptops, and HP laser printers.- Install and configure Microsoft Office 97, Internet Explorer 4.01, laptop hardware profiles, Network printers, and LAN connectivity.- Troubleshoot PC and printer problem, recommend hardware repair or replacement when necessary.- Configure client PC to connect to Internet using dial-up access.- Install and configure PC to connect to NT domain network.