Responsible for Level 2 Support role in installation, configuration, and maintenance of IT infrastructure for a large enterprise.
Supported highly utilized workstations and servers to maximize reliability and recoverability. Analyzed and resolved problems
associated with server hardware and applications software.
Perform proactive incident management including L1 and L2 services for 5000+ employees and 3000+
computers, IP phones and peripherals
Perform active system monitoring and event management. Elements monitored include physical hardware
status, system and application processes, services, backups, scheduling and data transfers
Co-ordinate remediation efforts with onsite, physical presence or site services as needed
Co-ordinate hardware and/or firmware repair with vendors
Provide support for root cause analysis and problem review for high impact and/or recurring problems
Execute all changes requested, routine maintenance, or emergency break fix in accordance with policies
Execute site-specific tasks itemized on the daily operational task list
Configure user access to desired resources via configuration of users within the supported environment
Responsible for Windows account management tasks including creation, disable as well as support for any
Windows account management software