Shamendran Subramoney

Key Responsibilities:

• Deliver remote, onsite, and process-based support to end-users.
  
• Provide merger and acquisition (M&A) support as assigned by project leadership.
  
• Serve as the 2nd level of the IT support organization, operating on an 8/5 (8 hours/day, 5 days/week) model.
  
• Adhere to "Promise to Delivery" guidelines (defined in KB articles for response times and priorities).
  
• Support printing services solutions, including troubleshooting and maintenance.
  
• Manage meeting room conferencing solutions and office workspace reservations.
  
• Administer visitor systems for secure access.
  
• Act as AMIT (Application Management IT) role for certified business applications, following the defined support model.
  
• Provide guidance and advice to end-users regarding EUS services.
  
• Streamlined support processes for improved efficiency and faster response time

Key Performance Areas:

• Support Local Area Network (LAN) and Wide Area Networks (WAN).
  
• Manage of hubs, switches, routers,and servers.
  
• Install, maintain, troubleshoot and upgrade computer
• hardware, software, personal computer networks.and peripheral
  equipment.
  
• Assisting users with day to day computer problems.
  
• Maintain Virtual Servers.
  
• Maintain Network Printers.
  
• Maintain Clocking System.
  
• Maintain VIP Sage Server and work with Payroll Officer
  
• Maintain AV server Responsibilities and Accountabilities
• Network and Desktop Enviroment
  Printers
  
• All other network related equipment

• Effective provisioning, installation/configuration, operation and maintenance of systems hardware, software and related infrastructures.
• Interact with customers to provide and process information in response to inquiries and concerns.
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, backups and servers.
• Follow up and make scheduled call backs to customers where necessary.
• Stay current with system information, changes and updates including VMware and Antivirus.
• Support LANs, WANs, network segments, Internet and intranet systems.
• Maintain system efficiency.
• Remote support and troubleshoot problems reported by users. (South- Africa and Zambia)
• Point of Sale (POS), technical support (South- Africa and Zambia)
• Administration of Miradore Mobile Device Management (MDM)
• Maintain network and system security.
• Analyze and isolate issues.
• Evaluate and modify systems performance.
• Maintain integrity of the network, server deployment and security.
• System platforms (Android, IOS and Windows)
• IT procurement for holding and subsidiary companies
• Mimecast administration
• Administration and control of Access Portal System
• Administration of Office 365
• Administration of BarTender Labelling software
• Administration of Active Directory Server

• Fault Management and Technical Assistance
• Provide expert onsite and telephonic troubleshooting support when necessary to over 20 branches within the Gauteng / Limpopo / North West and Northern Cape Regions.
• Network I System I Security Administration
• Assists in the implementation of network / system requirements as per the regional infrastructure. Installing Network cabling within the region where necessary. Implement network security settings at a regional level as established by the Regional IT Manager. Setup of end user profile and accounts.
• Hardware installation and Support
• Installing and maintaining computer hardware on a network Installations of Network printers and faxes. Work with project teams to help implement Internal Systems. Return fault warranty equipment to the relevant suppliers.
• CCTV Installation and Monitoring
• Assist with the installation of the CCTV system requirements at a branch level. Backup and retrieve CCTV footage when necessary.

• Receive and record technical and/or application support calls from end users.
• Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to second or third level in accordance with Help Desk escalation processes.
• Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
• Provide initial assessment of urgency and business impact on all support calls.
• Manage service requests, software installations, new computer setups, upgrades, etc.
• Record incident resolutions in the Help Desk tool.
• Provide enhancement request feedback to IT regarding technology environment and customer needs through the defined processes.
• Support the following technologies: Microsoft Office 2007 products - Outlook, Word, Excel, Access, Internet Explorer, Windows XP, desktops, laptops, printers, networked copiers, NIC's, basic LAN/WAN connectivity and others as assigned.