Following the completion of a massive Desktop Upgrade Project for JP Morgan Chase I was hired to work in a fantastic EMEA Wintel Infrastructure Support team from September 2005 to September 2010.
Wintel Infrastructure Support Specialist, JP Morgan Chase
September 2005 – September 2010
- Windows & VMware Server Support: Provided 1st/2nd level 24/7 support and deployment for Windows and VMware server technologies across Production, User Acceptance Test, Disaster Recovery, and Development environments, ensuring seamless operations.
- Service Level Agreement (SLA) Adherence: Consistently met business-defined SLAs by leveraging metrics from the problem management system to ensure timely issue resolution and maintain service quality.
- Risk, Audit, and Security Compliance: Ensured strict adherence to risk, audit, and security policies, maintaining the integrity and security of the infrastructure.
- Change Management & Deployment: Planned, organized, and managed the deployment of system changes, patches, and updates, coordinating closely with application owners and third-party suppliers to adhere to change management processes.
- Proactive Outage Management: Reduced service outages through proactive root cause analysis and system monitoring, enhancing overall system reliability.
- VMware Administration: Administered VMware Virtual Infrastructure, utilizing expertise as a VMware Certified Professional to manage and optimize virtual environments.
- Documentation & Reporting: Maintained detailed documentation for all applications, services, and processes, and provided regular management status reports for high-profile migrations and solution projects.
- Data Centre Migration Lead: Served as the technical lead for the planning, decommissioning, and migration of Windows Servers and applications during a strategic data center migration, coordinating resources, tracking requests, and providing post-migration support and status reports to management.
- Disaster Recovery Planning & Testing: Planned and executed successful disaster recovery tests for the entire Wintel infrastructure, including both physical SAN-based servers and virtual environments.
- Monitoring System Configuration & Improvement: Led the configuration and systematic improvement of all Wintel monitoring systems, including SSP, EQ, HP SIM 5.2, and Quest Foglight 5.5, from planning and installation to deployment and Netcool integration.
- Automation & Standardization: Developed server onboarding/offboarding tick sheets and numerous automation scripts (VBScript), including a baseline software collection script that contributed to a highly standardized environment.
- Team Training & Mentorship: Trained new team members in Wintel processes and change management procedures, ensuring the maintenance of high standards and continuity within the team.
