Senior Technology Support
CurrentExperience and Areas of expertise:Collaboration Tools: SharePoint, Exchange.Network Operations: Monitoring, support, and management of computing and telecommunication networks including their security. Certifications in Cisco Certified Network Admin (CCNA), Microsoft Certified Systems Admin (MCSE) and ITIL Foundation certification.Access Management: Active Directory or eDirectory tools, processes, and best practices for the administration of group membership, permissions, and policies relating to network, file, print and application provisioning.Change / Release Management: IT infrastructure components (networks, systems, applications, and storage), ITIL (certification), good knowledge of IT Change Management / Coordination or & Release Management processes, best practices, experience in ITSM (IT Service Management) tools. Coordination toolset(s) or technologies.Configuration Management: IT infrastructure components (networks, systems, applications, and storage); ITIL (certification), good knowledge of relational databases and SQL language, best practices, experience in configuration and asset management and ITSM (IT Service Management) tools, experience in IT hardware and software procurement.Network / Communications: CISCO, Certified Cisco Network Admin (CCNA), VoIP systems.Telephony Communications: ISDN, SIP and video conferencing systems, etc.Business Relationship Management: ITIL, ServiceNow and ISM.Service Desk: IT Service Desk, providing end user support in a multi-system environment, working in a client service environment, and dealing directly with employees of different levels, using IT Service Management tools (i.e. ServiceNow, IBM ISM)IT Security: IT infrastructure components (networks, systems, applications, and storage), IT security principles and related methodologies, IT security technologies.Successfully completed the IT Disaster Recovery Planning web-based training.
