Monitor, troubleshoot and maintain a) Access devices (Desktop, laptop and mobile technologies): b) Voice and Telecom technologies (PBX, video conference, and telephones); c) network (LAN, WAN, Wireless, VOIP, RF) and network equipment (multiplexers, hubs routers, and RF devices); d) Operating Systems (Windows, Apple, Remote access, Unified Communication Services and Virtual Desktop Infrastructure)
Provides resolution of issues (through ticket management) with applications and software systems used at locations, such as Enterprise Resource Planning (ERP) [Impulse, SAP], material handling systems and configuration center equipment.
Installation and support of Servers, PC hardware, RF devices.
Leadership and tracking of Installs, Moves, Adds, Changes (IMACs)
Create and manage working database of IP assignments, network and user devices and equipment inventory information
Ensures all time and work effort for incidents and tasks are recorded in the ticketing and other tracking and monitoring systems.
Manage IT Infra & Operations Capex and Opex Budgets
SPOC for all IT Infra & operations Opex and Capex expenditures
Ensure AMC is renewed proactively in timely manner.
Ensure UPS periodic maintenance & review is conducted as per agreement signed with the vendor.
Ensure consumables are replaced in timely basis.
Ensure procurement of IT assets as per business projections and requirements.
Accountable for execution of IS site support projects in region, such as Operating System roll outs, Desktop Refresh, network or video conference hardware upgrades, service pack upgrades, and others.
Detailed monthly reporting team performance against SLA
Continually update the inventory all systems, hardware and support staff globally to determine and maintain total cost of service.
Negotiate and influence IS vendors to achieve Ingram Micro goals for service levels and cost performance.
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