| Incident Management |> I am responsible for Start-of-Day and End-of-Day processes for the bank> Front-line incident management support for platinum-level enterprise applications which include:PeopleSoft ( HCM, FMS and CRM ) ,Sharepoint, MAX, MERVA, AU066 Enterprise, MIDS, Esanda (CAP), PayPlus AU/NZ, Wirehouse AU/NZ, Global Payplus.> Cross-functional collaboration and coordination for new processes (transition)> Prepared process documents, also trained new trainees in my team, also point of contact for escalations> Track team process on incidents and Provide status update.

Enterprise Application Support Team> PeopleSoft (HCM; CRM; FMS)-ANZ INTRANET (MAX) CLARITY, DOCUMENTUM, Microsoft SharePoint, ECDM and GIW> Demonstrate increased productivity across the team> Process improvements leading to Customer / Employee Satisfaction, more than 2 per quarter.> Helping second level and delegate to streamline the process PeopleSoft (HCM; CRM; FMS> Creation and Modification, password reset HCM, CRM and FMS production user Id’s and Account unlocks on all the 3 platforms, Including Tier 1 & Tier 2 ID's.> Resolve access related issues for all the 3 platforms CLARITY:> User access & administration of time tool.> Open Workbench configuration> Troubleshoot and resolve - Project and Resource access related issues. Documentum:> Doc bases and drive mapping and timely restoration of issues. ECDM and GIW (Global Information Warehouse)> Identifying and rectifying the technical errors of GIW database.> Providing access to GIW Work groups, data sets and tables. Microsoft SharePoint> Site creations, List Workflows, Surveys, Announcements, Document Library, Media Library, User access, Unique permissions, Restoration, Administration, Storage, Reporting and troubleshooting ANZ INTRANET SUPPORT (MAX)> Publishing, Customization & Administrator of Intranet websites using CREATE IT tool.> Publishing of Video and Audio files.

> Involved in raising work requests for users on Windows 2000/XP, Mainframe; UNIX; Tandem AS400 Platform.> Provided ultimate ownership and responsibility for end to end Management and Restoration for all Severity L1 incidents.> Performing end-to-end incident management. Responsible for time-critical User Service/ Infrastructure restoration, technical troubleshooting within IT systems environment. Working with customers, internal IT and infrastructure teams, throughout the service restoration process.> Handling and reviewing the process of escalation text and emails sent periodically. Ensuring that the team follows the process guidelines and meets SLA.> Perform password resets and selected network administration across all PC platforms> Experience with Active Directory, Installation of software etc…> Remote Assistance

> Monitored and maintained computer systems and networks. Installed and configured computer hardware operating systems and applications.> Talking to team members and clients through a series of actions over the phone, to help set up systems or resolve issues.> Troubleshoot system and network problems, diagnosing and solving hardware or software faults.> Maintained incoming tickets in Manage Engine Service Desk IT ticketing portal.> Performed daily system monitoring, verifying the integrity and availability of all hardware, server resources, and application logs, and verifying completion of scheduled jobs such as backups.> Installation & troubleshooting of operating systems like Windows 2007, 2008, 2010 platform, Microsoft Office, Skype for business and other authorized desktop applications as well.> Responsible for supporting computer communication network (LAN & WAN).> Preparing daily, weekly & monthly reports.> Interacting with vendors for support of equipment’s & services provided by them.