IT Specialist - Technical Team Lead - Enterprise Systems ManagementResponsibilities and Achievements:Helpdesk Analyst (2005 - 2006)• Improved First Call Resolution by 20% from 45% on a monthly basis• Implemented a network monitoring solution using Compuware NetworkVantage toMonitor LAN traffic• Network monitoring reports often lead to pro-active problem solvingIT Specialist (2006 – 2011)Delivery Responsibilities:• Monitoring Server OS using IBM Tivoli Monitoring V6.2.2 on AIX, Linux and Windows platforms• Monitoring Applications using IBM Tivoli Monitoring V6.2.2 on Oracle, DB2, SQL and Lotus Domino• Monthly performance and capacity reports on all Server using IBM Tivoli Monitoring V6.2.2• Software package deployments (for example MS Office 2007) using IBM Tivoli Configuration Manager and IBM Tivoli Provisioning Manager 5.1.3• Monthly asset inventory reports of 98% accuracy within contracted SLA on all desktops using IBM Tivoli Provisioning Manager 5.1.3• Developing weekly inventory reports to assist the customer in managing hardware and software changes on their desktops• Performing maintenance tasks on IBM Websphere Application Server and IBM HTTP Server• Test lab setup, including LAN, Clients, Servers and Backend.• Implemented automated Call logging Integrated with Customers Helpdesk System, tailor made according to Customers SLA’s• Routine Maintenance on all monitoring systems via ITIL Change Management guidelines• Managing problem by identifying trends and performing root cause analysis, while liaising with Customer Team Leader Responsibilities:• Input in Daily Operations Meeting on current issues and future Projects• Weekly Team meeting to ensure deliveries is on track and to discuss any issues or risks• Plan and ensure the Teams deliveries, training and innovative contributions are met yearly• Increased the contribution of underperforming team members to being a constant solid contributor to the companies objectives