I am part of the service management organization SMO who support AT&T's desktop IT infrastructure. I work alongside senior management and IBM representatives who are responsible for the delivery of various desktop projects involving third party vendors. I am currently working on a large scale project to migrate desktop users from traditional hardware to hosted virtual desktops that are made accessible via the VMware Horizon View Client. I capture requirements from individual users and groups, typically AT&T call centers and provision floating or dedicated desktops with virtualized software. Other aspects of this project involve bulk migration of user home folder data to NAS storage using Windows PowerShell. I attend weekly project meetings with team members to discuss improvement ideas and to develop new ways provisioning. In addition to my role as DCS Manager I am a voluntary member of the Cross-Functional Education Team. I take responsibility for developing and maintaining the CFE SharePoint with SME presentations and iSeminar recordings.

In this position I reported directly to head of IT operations. I had responsibility for the maintenance of 3000+ Windows servers globally. My primary function involved arranging maintenance down times with application owners and coordinating scheduled maintenance between change management and support teams. Responsibilities included, capturing maintenance schedules and updating the asset management inventory with the agreed proposals. Other tasks included the scheduling of selected Microsoft patches in WSUS and BMC Bladelogic and configuration of hosts. I was also responsible for the continuous improvement of existing processes and sharing improvement ideas in weekly leadership meetings.

In this role I reported directly to the Shell service delivery manager SDM and assigned project managers. I was responsible for supporting three middleware teams within the Shell hosting and storage group. I ensured successful fulfillment of service delivery orders SDO’s for WebSphere hosted applications, Citrix hosted applications and SAP hosted systems. I lead teams with coordination ensuring the SDO’s were completed within the agreed SLA. My responsibilities included, planning, costing, risk management, quality assurance, stakeholder communications, status reporting, acceptance testing, governance and ensuring IT operations and service delivery had been effectively engaged and signed-off. It was in my best interests to build and maintain effective working relationships with both Shell customers and T-Systems staff, ensuring collaborative working across teams and departments.

Reporting to the project coordinator, I was working on all tasks associated with middleware application operations to deliver customer requests. I gained a technical understanding of IBM WebSphere application server / portal server, J2EE, Apache and Oracle web server, through training and hands on experience in the Shell eHosting environment. I implemented maintenance, surveyed and administered UNIX / Linux platforms, as part of the team’s operations. I was responsible for customer steering of 3rd party support to ensure the application maintenance met IRM compliance. I was also responsible for following up with escalation management when appropriate and directing support teams. My duties included middleware installation, administration and advanced application support including troubleshooting. I had full technical responsibilities to the customer; I controlled and documented all essential information for service delivery. I followed incident management, change management and problem management processes and implemented four eyes principle where applicable. I adhered to the company’s culture and ethos of the 5 guided principles that were directed towards delivering outstanding customer service.

In this role I was working in a small team of 15 helpdesk agents, we provided desktop support to over 10,000 Sony Europe employees. After my initial 3 month training period I was able to support a variety of desktop products including Microsoft Office, Check Point Endpoint Security, Citrix, Oracle, VMware, Adobe, SAP Net Weaver and AT&T VPN. I closely collaborated with local desktop support teams and 3rd party vendors to resolve complex issues. I administered and maintained Microsoft Exchange Servers and Active Directory, tasks included user account management and the creation / modification of global groups and distribution lists. I granted administrative rights to users based on approval from management. I also provided users access to transactions in SAP, PRC, PBW and other environments. I deployed desktop software via SCCM console and assisted users via remote desktop troubleshooting issues. I followed the incident management process according to SLA.

Science, Horticulture