Neizus Antao

NEIZUS ANTAO IT SUPPORT SPECIALIST PROFILE CONTACT South Goa, India- - https://www.linkedin.com/in /neizusantao/ Notice Period - Immediate Joiner SKILLS SUMMARY Offering 10+ years telecommunication, insurance and hospitality industry experience in Infrastructure Management, IT Security, Technical Support, Service Delivery Management & IT Operations. Expert in managing Data Security, Access Governance, Incident Handling and Service requests Experience in establishing and operationalizing the data security. Expertise in ITSM tools such as Manage engine, ServiceNOW (ongoing project), fresh service, SolarWinds and SysAid. Industry knowledge of Security products such as Trend Micros, Symantec backup application Norton Antivirus and F5 Specialized in Office 365 Administration, D365FO, proficient in using Microsoft Office 365 products & configurations (all versions). Expertise in performing maintenance, backups and system upgrades including service packs, patches, hot fixes and security configuration issues raised by clients. Cloud Computing Platforms: MS Azure, Strong documentation and technical writing skills. WORK EXPERIENCE IHS Towers, IT Support Specialist AUG 2020 - PRESENT IT Infrastructure Management Strong customer service ethos Project Management Scrum and agile proficiency Vendor management Access Management Business Information Security Business Continuity Planning Problem, Incident, Change Management CERTIFICATIONS Certified Agile Scrum Master Certified ITIL® V3 Foundation Certified Information Security Manager (CISM) Microsoft Certified Azure Security Engineer Associate Microsoft Azure Administrator Associate. EDUCATION MSC-IT (Master of Science in Information Technology) BCA (Bachelor of Computer Applications) Responsible for managing a team of IT support officers/ Analysts across Middle East, Africa and South America. Responsible for providing level 2 and level 3 support for Enterprise applications. Liaising with vendor on various projects including new implementation, network integrations, system updates, upgrades, migrations and outages Local project management, Vendor performance management & testing of applications, hardware upgrades and maintain and optimize networks and servers. Leading the development of business continuity plans, identifying SLA misses for incidents, implementing disaster recovery infrastructure & taking relevant actions. Routine check of system G&P, Data, Reports and batch jobs are running successfully. Assist Internal IT teams with troubleshooting problems that may arise from applications or integration of various components. Proactively benchmark application code to mitigate performance and scalability issues. Ensure the changes to the UMS tools follow IHS change management process. Responsible for supporting the implementation of new technologies/applications across new markets and acquisitions. Maintain all ERP Applications duties and privileges in Fastpath, Manage the applications release activity in co-ordination with change management. for Application deployment across -Development, QA, Staging, and Production environments. Support and Troubleshooting – Support and manage the escalations from Operations Team with any environment issues during application deployment, QA, Staging, and Production environments. Manage contractor staff, develop team members, and implement best practices, deliverables. Manage application vendors and partners and overseas the overall outsourcing operating model Budget planning, invoice approval, and reconcile expenses. Ensuring SOX compliance and perform Segregation of Duties (SOD)Conflict check for all applications. Periodically respond to IT Risk monitoring team on administrator activities. Perform walkthrough with internal and external auditors as the need arises (Deloitte and PWC). Maintain all control evidence as required by the Control Activities specified in the RACM. Ensure closure of identified audit gaps within specified timeline. Conduct data classification exercise with various business and support functions . Conduct control testing for different infrastructures such as VDI, VPN, V Office, MS Office 365 etc. Conduct Information Security risk assessments for business services and tower applications. Assess the risk and recommend the technical controls for various requirements of business units and conduct exposure analysis whenever required. Support information security awareness program across the organization. Oman Insurance Company, IT Service Desk - TL APR 2019 - AUG 2020 Provided level 2 and 3 technical support and Technical Services for 600+ employees across United Arab Emirates (12 Branches), as well as in Oman, Qatar, and Turkey. Successfully rolled out fresh Service (ITSM tool) citrix VDI solution for 300 plus users during Covid19. which involved configuring, troubleshooting end user issues and testing insurance industry applications for any compatibility issues. User administration for office365. PERSONAL DETAILS Nationality - Indian Date of Birth - 1st May 1993. Marital Status - Married Languages - English, Portuguese, Hindi Change/Release/Deployment Management and Project Management to End User Computing Environment. Ensures that all phases of desktop support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved. Deliver on defined service level agreements and key performance indicators. Personally handle client issues and communication where sensitive issues are involved. Train, coach, and mentor support engineers and other contract staff. Identifies and manages the Service Desk budget estimates/expenditure Define, promote and assist in the implementation of strategies, policies, and procedures that guide and shape the IT support service Atlantis The Palm Dubai, IT Specialist -TL AUG 2017 - APR 2019 Provided level 1 and 2 technical support and Technical Services for over 3,000 employees plus guests for 1,539 rooms and 23 restaurants and managed a team of 7 support engineers and contractors. Hands on experience in ManageEngine ServiceDesk Plus, Solarwinds, OPManager Plus and AD Manager Plus. Track record of resolving 400+ service/incident requests per month and ensured 85% of the incidents are resolved as per the SLA. Drove enhanced performance figures for IT team and department to meet stated management expectations and relevant standards. Oracle's JDEdwards applications, Antivirus, Active Directory Application (NetIQ), Veam backup solutions, VMWare, HyperConverge. Provide support for Micros Simphony POS, Opera PMS, HotSOS, SpaSoft, ResPak, Network Payment(Ni Solutions product), OASys, Galaxy ticketing system waterpark and mobile devices (iphone and android), Developing a culture of innovation and continuous process improvement; identifying training needs and organizing training program. Coordinating and facilitating consultation to stakeholders to define business and systems requirements for new technology implementations. Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems Ensure up-to-date hard-copies of department SOPs are maintained, Atlantis The Palm Dubai, IT Service Desk Engineer MAY 2016 - AUG 2017 Analyze and monitor trends, produce weekly/monthly operational reports to identify problems, process improvements or resource gaps/training. Shares monthly statistical data along with any recommendations for improvement with the IT operations team. To assist in the management of the 24 x 7 support function. Responsible for Incident Management (resolution, escalation), Problem Management. Serve in establishing, refining standards and operating processes and procedures following ITIL guidelines. Monitoring calls logged, ensuring all calls are registered and rectified in accordance within their Service Level Agreements. Act as a point of escalation for technical support and complaint handling. Works closely with Logistic team to ensure IT assets are managed and catalogued. Logs, documents and maintains records on problems/resolutions. Provide remote support for all the desktop applications including word processing, spread sheet, e-mail (office365) and other software systems. Build solid relationships with key business stakeholders in the various departments. Working closely with Atlantis IT teams to ensure the support strategy and standards are being adhered to always. Responsible for the management of Problems, conduct reviews of all registered Problems with key technical stakeholders to identify the root cause and resolutions. Communicate progress of problems to the various business stakeholders and senior IT management team. The Leela Goa, IT Support NOV 2014 - NOV 2015 Responsible for performing scheduled daily, weekly and monthly system and database backups of ALIF Fixed Assets System, PRISM System, and System for Time Attendance recording (STAR) and Material Management System (MMS). Resolving POP3 and SMTP issues for incoming and outgoing mails. Operating Systems: - Windows servers,Windows 7, Windows 8, Windows 10, Mac OS and Linux. Hardware: - Operating system and software installations. Configuring, installing, upgrading and troubleshooting knowledge. Managing the entire wireless network (WLAN) including expanding the existing WLAN. Monitor the software Zone Director by Ruckus which is used for providing guest WIFI services. Follow-up maintenance contracts related to hardware and software with related vendors. Troubleshooting Touché – (Point of Sale System) Touch Screen Terminals, KOT and Slip Printers, Configuring Menu Items and Creation of Access Cards for user employees.