Mark Anthony Cerico

• Designing and implementing new network solutions and/or improving the efficiency of current networks
• Capacity to produce specific project milestones and complete the project within the specified schedule
• Installing, configuring and supporting network equipment including routers, switches and other complex networking equipments
• Installation & configuration of a company’s computer hardware operating systems and applications
• Procuring network equipment and managing subcontractors involved with network installation
• Configuring firewalls, routing and switching to maximize network efficiency and security
• Maximizing network performance through ongoing monitoring and troubleshooting
• Arranging scheduled upgrades, updating network equipment to the latest firmware releases
• Presentation and conferencing support, frequent knowledge upgrade
• Investigating faults in the network, identify and effectively escalate incidents where required
• Reporting network status to Network & Infrastructure Manager
• Monitor and take ownership of incidents to resolution, providing customer update as appropriate
• Liaise with other IT teams on incidents or requests that require wider involvement
• Provide support, including procedural documentation and relevant reports
• Create site specific technical and process documentation
• Desk phone deployment and support – contribute or otherwise assist, as required
• Administering Etisalat related services support (Elife, Internet, MPLS, Leased line, Voice, GSM)
• New site office setup and office migration
• Providing technical support across the company (this may be in person or over the phone)
• Liaise with procurement team through service delivery team lead on buying ant IT hardware
• To create and update in-house documentation for the IT Service Desk
• Testing and evaluating new technology
• Work continuously on a task until completion (or referral to third parties, if appropriate)
• Rapidly establish a good working relationship with other staffs
• Prioritize and manage many open cases at one time

· Procuring and managing CCTV equipment as well as managing subcontractors involved with installation

• Replacing faulty network hardware components when required
• Following instructions, either written or in diagram form, in order to set up a system or fix a fault
• Responding in a timely manner to service issues and requests
• Attended customer calls & chat, identified issues and assisted the customer through remote desktop connection, maintained superior customer experience by providing 100% first call resolution

· Maintenance and monitoring of computer networks and systems

· Training more junior staff members

Duties as Project team member:

· Coordinate internal resources and third parties/vendors for the flawless execution of projects

· Ensure that all projects are delivered on-time, within scope and within budget

· Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility

· Report and escalate to management as needed

· Manage the relationship with the client and all stakeholders

· Establish and maintain relationships with third parties/vendors

· Meet with clients to take detailed ordering briefs and clarify specific requirements of each project

· Provide desktop and server support

· Setting up and configuring new laptops and desktops

· Install authorised software to laptops and desktops

· Escalate IT issues to the IT Manager where necessary

· Diagnose and resolve technical issues

· Ensuring security and upgrades are applied and kept up to date on desktops and laptops

· Antivirus installation to all desktops and laptops

· Fault-finding to laptops and desktops

· Making of Cat 5 e/ 6 network cables were necessary

· Ensure all logs for equipment and users are maintained

· Providing support for MAC and PC

· Install, upgrade, support and troubleshoot Windows PC and Microsoft Office and any other authorised desktop applications

· Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorised peripheral equipment

· Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment

· Familiarize end users on basic software, hardware and peripheral device operation

· Maintain adequate knowledge of operating systems and application software used to provide a high level of support

· Dealing with queries by following departmental procedures for fault resolution

· Works with other IT team members regarding new branch builds and upgrades

· Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible

· Customize desktop hardware to meet user specifications and site standards

· Take ownership and responsibility of queries, issues and problems assigned by the Team leader

· Ensure that a high level of customer service and support is provided to all internal and external customers

· Provide assistance as required to the IT Manager

· Provides backup support and assistance to the Network Administrator as needed

· Work extra hours to meet deadlines, as required and where reasonable

· Provides support for hardware/ software/ applications

· Provides excellent onsite and remote support Customer Service

· Coordinates resolution of incidents/requests from beginning to end with internal and external resources

· Monitors and supports systems

· Maintains and supports user access

· Facilitates software package rollouts and maintenance

· Collaborates with all Information Technology disciplines

· Coordinates response for major incidents and outages

· Monitors nightly batch processing programs for error-free completion

· Diagnoses the nature and severity of errors and takes the appropriate course of action

· Monitors all data center systems and processes

· Managing media tapes and printers

· Monitoring system issues and responding as needed

· Completing the regular user management tasks

· Maintains inventory of data center supplies

· Assisting iSeries co-workers as needed and keeping proper documentation

· Ensure that user manuals and guides are up to date on all things AS/400 by attending regular trainings