CHARLES ISSAC
Sharjah
Summary
Dynamic Senior Analyst with HCL Technologies, skilled in 24/7 technical support and incident management. Proven track record in optimizing service processes and enhancing user satisfaction through effective communication and analytical problem-solving. Proficient in Windows Server administration and ITIL framework, driving best practices and ensuring seamless operations.
Overview
7
7
years of professional experience
Work History
Senior Analyst
HCL Technologies
02.2022 - 11.2024
- Part of a Command Centre team to handle Incident and Problem Management in Service Now.
- Queue Monitoring: The Command Centre will monitor the SNOW dashboard and report monitoring queues 24/7.
- Assess and validate major incidents, manage notifications, and escalations as defined in the major incident management process.
- Proactive communication to HCL leads and managers of potential missed SLAs.
- Assigning the tickets to the proper queues.
- Support all Dispatch Partners at locations with open Service Requests or Incidents, as Dispatch Partners will not have access to Client systems.
- Enable quick coordination between the client and the site services technician to get the incident fixed, assist in resolving incidents, and complete service requests.
- Arranging bridge calls between the client and the vendor when needed.
- Ticket analysis - for every month, we will run a report on incidents and service tasks to identify and categorize the issues.
- Ensure the appropriate level of the technical or functional support team is actively engaged.
- Ensure that an accurate timeline of recovery plans and activities on major incidents is documented.
Associate System Administrator
FIRST DATA
10.2017 - 10.2021
- Core responsibilities include server management, performance, and providing expert support as related to Active Directory and Windows infrastructure.
- Being a support engineer in Remote Support management, we do Support Day to day duties.
- Installation of OS, Deployment of Software's remotely via MS tools like ADS.
- Administration of Windows 2008R2 Active Directory, which consists of Windows 2008 R2/2012 Servers.
- Creating and Managing Active Directory Objects, Group policy.
- Handling the Domain Id unlocking and network share drive access permissions.
- Creating Knowledge database to track and figure out reoccurring issues.
- Coordination and track status, Good communication, Mentoring Team.
- Working on ITIL framework especially on Service management & Incident/change /request managements.
- Strong Knowledge in Incident, Change and Problem Management.
- Troubleshooting when an issue occurs in Client discovery & agent installations.
- Hardware related item or OS configurations and Applications Versions.
- Building Servers with windows server 2008 OS with required service packs as suggested by customer.
- Responsible to resolve L1 escalations and resolve within the SLA.
- Supports for Lotus Notes, MS Outlook with several Business Applications.
- Installing and Configuring Cisco VPN (Client), Wireless, DB2, Citrix, Network Printers.
- Assists the users effectively regarding system issues.
- Diagnose and resolving the desktop problems for end users.
- Handle and troubleshoot operating system installations, software installations such as MS Office, Anti-virus software like Symantec Endpoint Protection.
- Preventive maintenance and security auditing for desktops and Laptops on Workstation Security Tool.
- Provide support to remote users.
- Troubleshooting network connectivity (LAN) issues.
- Hardware handling and regular consistency checks.
- Configurations of newly issued laptops and deployed desktops.
- Maintaining MS Security patch level on monthly basis.
Education
Master of Business Administration - Innovative Management
Coventry University
UKSkills
- 24/7 technical support
- Windows Server administration
- Active Directory management
- ITIL framework
- Incident and problem management
- Tools customization
- Best practices implementation
- Change management
- User management
- Service management
- Documentation preparation
- Technical support services
- IT service management
- Remote support coordination
- Analytical problem solving
- Data science pursuing
- AWS basics
- Linux basics
Accomplishments
- Various appreciations for good work & quick response from client side & processes in both the companies.
- Ability to Multi-task in a fast-paced, deadline driven environment to work in team and handle pressure and demands.
- Maintaining good relationship with higher management and also from client end.
Languages
- English
- Tamil
Disclaimer
I hereby declare that the particulars furnished above are correct and true to the best of my Knowledge.
Custom Section
- SERVICE NOW
- SPICE WORK
- EXCIS
- NETSER
- STEFANINI
- DECISION ONE
Personal Information
- Citizenship: Indian
- Father's Name: D. Issac Jabaraj
- Date of Birth: 05/06/83
- Gender: Male
- Marital Status: Married
Timeline
Senior Analyst
HCL Technologies
02.2022 - 11.2024
Associate System Administrator
FIRST DATA
10.2017 - 10.2021
Master of Business Administration - Innovative Management
Coventry University
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