Joy Manuel Pillai Francis

Experience

• 

  Tanco Holdings Berhad

  Jan 2002 - Apr 2002

  Customer Service Representative

  - Outreach Campaigns: Contact clients and companies to promote various offerings such as holiday packages, medical check-up packages, and time-sharing products.- Sales Pitch: Deliver persuasive presentations on the benefits and features of the promoted products, highlighting their value to potential customers.- Customer Engagement: Engage with clients to understand their needs and preferences, tailoring promotional offers to match their interests and requirements.- Follow-up: Maintain communication with clients to provide additional information, address inquiries, and facilitate the sales process, ensuring customer satisfaction and loyalty. Show less

• 

  Azlan Shah Sukhdev & Co

  Apr 2002 - Apr 2003

  Office Clerk

  - Legal Support: Assist in court filings and document preparation, ensuring accuracy and adherence to legal procedures.- Administrative Tasks: Handle land office matters and office accounting duties, including preparing statements and managing finances such as banking transactions.- Payroll and Benefits Administration: Prepare employee salaries and pay slips, manage EPF and SOCSO payments, ensuring compliance with regulatory requirements.- IT Maintenance and Backup: Take responsibility for computer maintenance and file backup procedures, ensuring data security and system reliability. Show less

• 

  Thomas Philip, Advocates & Solicitors

  Apr 2003 - Apr 2004

  Litigation Clerk & IT Support

  - Legal Documentation: Prepare case summaries and Sale and Purchase Agreements, ensuring accuracy and compliance with legal requirements.- Administrative Support: Handle land office and company registrar matters, including document filings and registrations, ensuring adherence to regulatory standards.- Dispatch Operations: Manage emergency and confidential dispatch tasks efficiently, maintaining confidentiality and timeliness in document handling.- IT Support and Maintenance: Troubleshoot software and hardware problems, reconfigure PCs after crashes, and oversee computer maintenance tasks, ensuring smooth operations and minimal downtime. Show less

• 

  Azlan Shah Sukhdev & Co

  Apr 2004 - Dec 2004

  Office Admin & IT Support

  - Legal Administrative Support: Assist in court proceedings by filling in court documents and preparing case summaries, ensuring accurate and timely submission.- Financial Management: Handle land office matters, prepare office and client accounts, including monthly statements, and manage banking transactions such as depositing cheques and withdrawing funds.- Payroll and Accounting: Prepare staff salary and pay slips, make EPF and SOCSO payments, and manage payment vouchers, ensuring compliance with financial regulations and timely disbursement of funds.- IT Support and Maintenance: Responsible for computer maintenance, including troubleshooting software and hardware issues and performing regular backups of files, ensuring uninterrupted workflow and data security. Show less

• 

  Fleetware

  Jan 2005 - Apr 2005

  Helpdesk Coordinator and System Administrator

  - Monitoring and Response: Monitor systems for alerts and promptly respond to any identified issues, ensuring continuous operation and minimal downtime.- User Support and Training: Provide assistance to users, including training new recruits on GPS software for vehicle tracking and addressing software and hardware problems promptly and effectively.- Data Management and System Upgrades: Backup data on new PCs for users, upgrade operating systems, and install network printers, contributing to improved system performance and user productivity.- PC Maintenance and Troubleshooting: Perform routine PC maintenance tasks and troubleshoot software and hardware issues as needed, ensuring smooth operation of corporate PCs and network infrastructure. Show less

• 

  Hewlett Packard Enterprise

  Apr 2005 - May 2011

  - Comprehensive Support: Offer 1st, 2nd, and 3rd level support across diverse global environments and platforms, ensuring effective resolution of break-fix issues and uninterrupted operations.- Server Deployment & Management: Deploy Windows server operating systems, tools, and applications on a large scale, both physical and virtual, while managing configuration, backup, and restore processes using various tools like Brightstor ARCserve and Tivoli Storage Manager. - Infrastructure Maintenance: Maintain and configure critical infrastructure components such as DHCP scopes, DNS records, RAID drives, network teaming for failover redundancy, and server monitoring for optimal performance and reliability.- ITSM and Technical Leadership: Champion IT Service Management (ITSM) activities including Incident Management, Change Management, and Problem Management, demonstrating technical expertise through root cause analysis, performance management, and configuration management, while also providing mentorship and training to junior team members. Show less - End-User Support: Provide comprehensive technical support to Royal Bank of Scotland (formerly ABN AMRO Bank) and KRAFT Foods International, including software installation, troubleshooting Lotus Notes errors, password resets, user profile recreation, printer setup and troubleshooting, and remote incident resolution.- Infrastructure Configuration: Configure Lotus Notes, map shared drives, add network printers, and manage user permissions on shared folders and group policies, ensuring seamless operation of IT infrastructure.- Active Directory and Exchange Administration: Perform Active Directory tasks such as creating LAN IDs, Exchange accounts, shared drives, and distribution lists, while also managing user permissions and mailbox administration in Exchange.- Software Deployment: Facilitate software installations via Active Directory (SMS) and manual deployment, ensuring efficient and secure distribution of software across client PCs, and grant access to Citrix applications as required. Show less - Customer Support: Provide frontline support for ABN AMRO inbound calls, addressing inquiries, and resolving issues promptly and professionally.- System Configuration: Configure Lotus Notes mailbox and AS400 systems (PRISM, JDE) for new joiners, ensuring smooth onboarding processes and optimal system functionality.- Password Management: Reset AS400 and LAN passwords as needed, maintaining security and accessibility for users across the network.- Technical Troubleshooting: Investigate and resolve end-user computer issues based on received errors, utilizing troubleshooting techniques and escalating to specialized teams when necessary for efficient problem resolution. Show less

  • Technology Consultant

    Apr 2009 - May 2011

  • IT Helpdesk Coordinator Senior

    Apr 2006 - Apr 2009

  • IT Helpdesk Coordinator

    Apr 2005 - Apr 2006
• 

  CSC

  May 2011 - May 2012

  IT Security Administrator

  - User Account Management: Proficient in creating, modifying, and deleting LAN IDs in Active Directory (AD), Lotus Notes email accounts in Domino Server, AS400 IDs, and Mainframe IDs, ensuring efficient user access management.- System Administration: Experienced in Lotus Domino system setup, configuration, and maintenance, from beginner to advanced levels, ensuring smooth operation and optimal performance of the system.- Access Control & Permissions: Skilled in granting permissions to shared folders, mapping shared folders via login scripts, managing privileged user IDs and security groups in AD, and delegating administrative permissions on member servers and workstations.- Security Management: Implement security hardening measures on servers, ensuring robust protection against potential threats and vulnerabilities, contributing to a secure IT environment. Show less

• 

  IBM

  Jul 2012 - Jun 2013

  Remote Technical Support

  - Server Management & Support: Managed and supported System X and Blade Center servers, handling hardware escalations, troubleshooting hardware issues, and assisting customers with server configurations.- Application Installation & Guidance: Guided customers in installing applications and provided advice on firmware updates and drivers, ensuring optimal performance and compatibility with the server environment.- Onsite Customer Support: Provided onsite support to customers, addressing their needs promptly and ensuring smooth operation of server systems.- Customer Assistance & Consultation: Assisted customers in configuring servers, offering technical expertise and consultation to optimize server performance and meet their specific requirements. Show less

• 

  ConocoPhillips

  Jun 2013 - May 2015

  Senior IT Analyst

  - Vendor Management & Contract Oversight: Established and maintained project communications with vendors, managing all IT-related contracts and coordinating the delivery of services, ensuring adherence to contractual obligations.- Infrastructure Maintenance & Support: Managed and troubleshooted system security and network infrastructure, including LAN, wireless networks, firewall, internet, email storage, backup facilities, and mobile devices (Blackberry & iPhone), ensuring operational availability and addressing support problems promptly.- Problem Management & Reporting: Led problem and change management processes for IT operations services, tracking open problems, identifying issues requiring increased focus, and validating problem severity, while generating and presenting trending and analysis reports to stakeholders.- Technical Leadership & Platform Management: Provided technical leadership as a subject matter expert (SME) for the Windows Platform Engineering team, overseeing Windows Server and Client Operating System implementation, configuration, and maintenance, along with managing Hyper-V cluster environments, Citrix environments, and Intel-based HP Proliant and Blade Systems installations. Show less

• 

  Suria KLCC Sdn Bhd

  Jun 2015 - May 2016

  Senior IT Executive

  - IT Operations Maintenance: Ensured the operational efficiency of the company's IT infrastructure, including networks, computers, and software, by actively monitoring and maintaining systems.- Troubleshooting & Support: Provided comprehensive computer troubleshooting and support to address issues promptly, assisting users in resolving hardware and software-related problems. - Procurement & Advising: Advised on software and hardware procurement, ensuring alignment with organizational needs and budgetary constraints. Studied and recommended IT advancements to enhance business operations.- Communication & Assistance: Facilitated communication by participating in meetings to discuss issues and status updates. Provided assistance, advice, and clarification to users, acquiring solutions, quotations, and following up on support issues to ensure smooth IT operations. Show less

• 

  Hewlett Packard Enterprise

  Jun 2016 - Dec 2016

  Windows Migration Engineer

  - Windows Server Migration: Led the implementation of Windows server migration into a fully virtualized environment using VMWare, including IP address and subnet migration.- Migration Tools Utilization: Utilized migration tools like DoubleTake for Physical to Virtual and Virtual to Virtual migration, ensuring seamless transition.- Planning & Collaboration: Spearheaded the preparation and planning of server migrations, collaborating closely with project stakeholders for successful execution.- Technical Support & Security: Provided intermediate level troubleshooting on Windows Server, Network, and Virtualization layer. Additionally, ensured security hardening on servers through services, firewall, and network configuration, maintaining robust security protocols. Show less

• 

  Deustche Bank

  May 2017 - Aug 2017

  Senior Security Analyst

  - Continuous Monitoring & Initial Triage: Acted as the first contact for information-security issues, continuously monitored cyber security alerts and events, executed pre-analysis, and performed initial triage to rule out false positives.- Incident Response Support: Collected and documented contextual information based on established practices, escalated to appropriate teams for further investigation, and supported these teams during incident handling.- 24x7x365 Operations: Operated within a global, follow-the-sun model to provide 24x7x365 cyber security operational and incident response services, ensuring the protection of Deutsche Bank's data assets, customers, and partners.- Agile & Cost-Effective Solutions: Enabled Deutsche Bank's business by providing agile, implementable, and cost-effective cyber security solutions to address operational and incident response needs. Show less

• 

  United Overseas Bank Limited (UOB)

  Aug 2017 - Nov 2020

  Senior Windows System Integrator

  - Infrastructure & Software Delivery: Collected data and requirements from trading clients to furnish infrastructure, and worked closely with business units to deliver hardware and software within timeframe and budget.- Software Installation & Configuration: Installed and configured IBM WebSphere, MQ Server, MQ Client, and trading software. Conducted testing in SIT, UAT, and deployed on PROD and DR servers.- End User Support: Provided support for MaxxTrader application, including installation, upgrades, and configuration.- Troubleshooting & Technical Support: Troubleshot Linux, Unix, and Windows-based servers, and engaged IPC for NAT IP failures and other service issues. Show less

• 

  NEC Asia Pacific Pte Ltd

  Nov 2020 - Jun 2021

  Windows System Engineer

  - Systems Management & Infrastructure Support: Managed and monitored systems and infrastructure for multiple Singapore Government agencies, ensuring optimal performance and availability.- Installation & Configuration: Installed, configured, tested, and maintained operating systems, application software, and system management tools. Conducted BAAS configuration on ESXi and VMs, including adding VM Kernel adapters, increasing data store capacity, and performing VMotion.- Performance Monitoring & Security: Monitored application performance, identified potential bottlenecks, and collaborated with developers to implement solutions. Maintained security, backup, and redundancy strategies, and performed ESXi host patching.- Technical Support & Scripting: Provided 2nd and 3rd level support, liaised with vendors and IT personnel for problem resolution, and wrote custom scripts to enhance system efficiency and reduce human intervention. Show less

• 

  OCBC Bank

  Jun 2021 - Jun 2022

  Windows Engineer

  - Vulnerability Assessment & Scanning: Conducted vulnerability assessments using Tenable SC and IO, performing scans on internal and external devices, appliances, and networks to identify non-compliance issues.- Server Administration & Issue Resolution: Managed Windows and CentOS servers, analyzing, escalating, and resolving issues. Oversaw daily operations, monitoring server performance and conducting health checks.- Patch Management: Installed and updated Windows patches across SIT, DEV, UAT, PROD, and DR environments, regularly patching over 4,000 virtual machines.- Systems Design & Maintenance: Directed the design, maintenance, and implementation of systems, ensuring robust and efficient operations. Show less

• 

  Tech Mahindra

  Jun 2022 - Oct 2024

  Technical Lead

  - Stakeholder Engagement & Infrastructure Design: Translated business requirements into application infrastructure design, ensuring availability, capacity, resiliency, security, and continuity. Forecasted budgets and ensured compliance with Agency's Technical Architecture and IT Policies.- Service Provider Collaboration & Project Management: Partnered with service providers to design, develop, deploy, and configure IT application infrastructure projects, ensuring confidentiality, availability, and data integrity. Oversaw daily delivery and support of application infrastructure services.- AWS Cloud Architecture & Automation: Created and evolved AWS cloud architecture to support applications. Developed, coordinated, and managed AWS infrastructure, automated deployments, and handled containerization tasks (Kubernetes, Docker).- Application Deployment & Troubleshooting: Assisted application teams with deployment tasks, including step functions, AWS Glue jobs, and CloudFormation activities. Troubleshot EC2 instances, managed S3 bucket permissions, and handled file transfers between S3 and EC2. Show less

• 

  U3 Infotech

  Nov 2024 - now

  Information Communication Technology Infrastructure Eng