Experience

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  Emerson

  Apr 2016 - Dec 2022

  Provide Tier II and III level support for in-scope Emerson sites’ LAN & Telephony Infrastructure. This includes formal Service Level Agreements over multiple sites and countries, across APAC, EMEA and NALA regions. Administers the centrally managed Telephony infrastructure which includes- Cisco Call Manager and Unity Connection- Voice Gateways design, setup and configuration- SBC, CUBE. SIP and ISDN connections to Service Providers- Genesys ININ Telephony Contact Center Administers the LAN infrastructure globally which includes- Configuration of Cisco switches such as Catalyst 2XXX, 3XXX, 65XX, 9XXX series - LAN Project deployments for newly provisioned sites- Change Management on existing sites for maintenance or problem resolution- Coordination with WAN team for network routing related issues- Create and document LAN & Telephony configurations, Bill of Materials, and topologies for new and existing Emerson sites in partnership with Provisioning and Service Engineering.- Provides assistance in the maintenance and testing of network servers including Nutanix and CommVault servers and associated equipment integrated or hosted within the IT facilities. Ensure that the Monitoring Service via Solarwinds is fully operational, kept updated, and contribute to its ongoing improvement by providing feedback to the Monitoring Service owner Ensure LAN & Telephony equipment, central tools and any relevant configurations are properly backed-up to allow fast restoration if needed. Prepare and submit Root Cause Analysis reports for Severity 1 and 2 Incidents. Ensure proper escalation of LAN and Telephony-related IT Service Desk tickets using ServiceNow and retain ownership of tickets until resolution or hand-off to the appropriate support team, while acting as the interface between the Central Service customer and other IT groups or vendors when needed. Show less Network and Infrastructure Monitoring, Assessment and CoordinationMonitor Network Stability & Assess Alerts and logs Coordinate with ISP or Vendor: Open/Monitor Incident Tickets/Cases and Send Email Follow-UpsReview monitoring alerts received from infrastructure devices, create incidents, assign/engage support teams as neededEnsure all customer affecting network events are managed to resolution in a timely manner, meeting all SLAsTOOLS: Network Monitoring (SolarWinds); Service Management (ServiceNow) Incident Management and Facilitation Provide Immediate Assessment on critical incident alert and Facilitates the communication on bulletin and calls for technical teams and management on critical incidents impacting business. Collaborates with and support the Live Operations, Infrastructure Engineering and Application Support teams for early resolution of incidents and escalates performance issues, unresolvable incidents and service interruptions to technical support. Create and update incident records in the tracking system Large Scale Maintenance Response - Handles coordination and communication of large-scale maintenance of servers and applications of the organization Process Improvement Lead and Coordinator Lead the implementation of projects on process improvements for the team and engage appropriate resources or members. Learn and enhance technical skills to resolve incidents and perform documented procedures for standardized support activities Show less

  • LAN and IT Telephony Administrator - Global Service Operations

    May 2021 - Dec 2022

  • Network Operations Center Analyst

    Jun 2018 - May 2021

  • IT Service Desk Analyst

    Apr 2016 - Jun 2018
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  Jpmorgan chase & co.

  Jan 2023 - now

  Network engineer