James Thomas

Incident and Change Management:
• Creating tickets on BMC Remedy as per Customer Emails.
• Monitoring the Remedy queue for new tickets or Customer/Vendor updates on tickets.
• Scheduling Changes as per requirements and dispatching it the relevant teams.
• Mediating with Customers/Vendors to manage and schedule requests/change activities.

Active Directory Management:
• Adding Users into the Active Directory.
• Creating and managing Customer and User NA-MSMPS/LDAP accounts.
• Reset Customer/Internal User Account Password as per the request.
• Unlocking Customer/Internal User Account Password as per the request.

HPE Synergy - Refinitiv Process:
• Documented Process for HPE Refinitiv Process as it was a Pilot Process.
• Monitoring HPE Synergy Devices by logging into the Synergy Portal hosted on our Jump boxes.
• Collecting Initial Alert Related Data and engaging Vendors/Customer.
• Scheduling Changes to have faulty parts replaced and to do post checks once replacement is completed.

Windows Unix Tier 2 Process:
Browser Admin Role:
• Proactively monitoring Windows/Unix Servers on Netcool (Monitoring Tool).
• Creating Tickets on receiving alerts on Netcool.
• Triaging Tickets and dispatching them to Team Members while in Browser Admin Task.
• Creating P1’s and Engaging MIM (Major Incident Management) Team in scenarios where we have a Server down and multiple Alerts.

Case Worker Role:
• Working on assigned tickets and troubleshooting Windows/Unix Issues.
• Logging into Windows/Unix Servers using Putty or RDP for triage.
• Identify the issue with server and documenting notes related to it.
• Engaging Vendors in cases where Part replacement is required.

Change Admin Role:
• Creating Change activity for Part replacement.
• Mediating with Vendors to arrange Field Engineer for Part Replacement and to provide Part Availability.
• Writing Method of Procedure for the Change activity.
• Scheduling Activity and executing the Replacement of faulty parts.
• Performing Post Checks and closing out the Activities within the scheduled time.
• Performing DNS Changes: Adding/ Deleting/ Modifying A, CNAME, TXT, PTR, AAAA, MX Records.

Shift Lead Role:
• Managing the Shift and all the Shift Members.
• Co-ordinating with Browser Admin, Change Admin and Case Workers in the shift, to have the Shift’s tasks done before Turnover Time.
• Joining Weekly CAB Meetings and Leads Meetings.
• Taking up and driving the scheduled Job Interviews.

IT Analyst:

• Assisted Cisco Clients in troubleshooting issues related to both Windows OS and MAC iOS, Microsoft Office, VPN, Java Updates, Lenovo Driver Updates, Adobe Products and other Cisco Software’s.
• Assisted Cisco Clients in Password Reset issues and Access Level Correction.
• Helped Cisco Clients with resolving/routingconnection issues related to CVO (Cisco Virtual Office) Routers and Cisco IP Phones.
• Also, helped in fixing Network Issues and engaged Escalation Desk to fix Priority 1-2 cases.
• Resolving issues related to Cisco related tools by determining and managing Access’ with respect to the problem.
• Troubleshooting issues for Cisco Clients regarding problems with Cisco Mobile Mail and Cisco related applications on mobile devices.

Asset Management:

• Assigning Laptops to New Hires from Local Stock and Recording the instances on Registers and over the Cisco Tools.
• Associating Access Cards and assigning respective access levels to the New Hires/Visitors.
• Break-fixing Laptops if they need repair and replace them with new working laptops from Local Stock.
• Auditing the movement of laptops from Client Location to Local Stock.
• Creating Access Card reports and monitoring Access Restrictions.

STS E-Mail Admin and Laptop Support:

• Creating/Deleting email accounts for STS employees according to the requests made by the STS HR’s.
• Configuring the email accounts for an employee according to the type of account (.net or .com)mentioned by the HR to be configured for the employee.
• Receiving requests through the STS Smarter Mail from the HR and responding to the requests made by the HR after completion of the requests.
• Troubleshooting and resolving laptop software/hardware issues for STS employees who are onsite/offsite.
• Maintain records of laptop details and software licenses.

NOC(Network Operations Centers) Engineer

IP Phone Configuration and Management:

• Configuring IP Phone and associating it with End Users using CUCM.
• Managing End Users and their Extensions on the CUCM.
• Setting up Voice Mail Profiles on the CUC and managing them.
• Troubleshooting the firmware issues on the IP Phone device.

Managing Xpress Contacts/Xpress Dialers:

• Creating Campaigns as described by the Customer and setting appropriate rules so that the Campaigns run as expected.
• Managing and Troubleshooting the Campaigns.
• Escalating Outages raised by the Customer by gathering basic template information which would be useful for the Tier 2/Tier 3 Engineers.
• Creating and managing Timezone Overrides according to region of the Contacts in the Campaign.
• Generating Reports of Campaigns to identify the on-going issues in the XC/XD.

VOIP Networking:

• Monitoring different Voip Servers of American Based Clients.
• Acknowledging alerts over the monitoring tools and gathering basic information on the Outage, if any.
• Escalating the outage with basic information of the Alert/Outage to the Tier 3 Engineer.
• Managing/Directing call volume between Servers at times of high calls to agent ratio.