Murray Sologinkin

• Manage call logging system and ensure service level agreements are met.
• Monitoring Backups and escalation.
• Troubleshooted a wide range of software and hardware via phone and email.
• Account administration creation and management of client accounts and email, with Active Directory, Exchange and Domino Administrator.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues
• Liaise with onsite and 3rd level engineers.
• Remotely install Software.
• Logging and following up email task queue.
• Training new support staff whilst providing procedural support.
• Support PDA and iPhones.
• Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
• Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
• Recommended process improvements to continually identify, analyze and fix constraints and challenges.
• Conducted workplace compliance training to reduce liability risks and operate effectively.
• Optimized core processes to improve business performance and operational agility.
• Helped meet changing demands by recommending improvements to business systems or procedures.

• Manage call logging system and ensure Service Level Agreements are maintained.
• Monitoring of Backups and escalation
• Administration tasks using Active Directory, Exchange and Domino Administrator.
• Liaise with onsite and third level engineers.
• Monitor NAGIOS incident reporting software and manage escalation.
• Monitoring mail and management using Mail defender, Mail watch and Mime sweeper.
• Liaising with 3rd party clients to acquire positive solutions.
• Maintained excellent communication with clients throughout the issue resolution process, keeping them informed of progress and expected outcomes.
• Collaborated with IT teams to implement solutions for complex technical issues.
• Managed high call volume for prompt response to customer concerns and inquiries.
• Reduced resolution times by quickly diagnosing and troubleshooting problems.
• Consistently met or exceeded performance metrics established within the organization, contributing positively towards overall departmental goals.
• Increased first-call resolution rates by consistently providing accurate information and speedy solutions.
• Provided remote support for clients experiencing technical difficulties, ensuring minimal downtime.
• Updated internal knowledge base with relevant information on fixes, workarounds, and best practices for recurring issues encountered in daily tasks.
• Developed comprehensive documentation to facilitate efficient issue resolution in the future.
• Supported team members during peak hours, sharing knowledge and expertise to address challenging cases effectively.
• Escalated critical incidents promptly while providing regular updates to both management and affected customers until complete resolution was achieved.
• Logged support tickets and closed when issues were resolved.
• Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
• Compiled and accurately entered data for each customer encounter to record in system.
• Trained and supported end-users with software, hardware, and network standards and use processes.

• Liaising with software vendors
• Active directory management building and customisation of Desktops and Laptops.
• Liaising with different work-group's (LAN support, Help desk etc.).
• Troubleshooting of printers and liaising with vendors.
• Desktop Support meeting SLA agreements and call escalation.
• Configuration of VPN.
• Hardware Installation (RAM, Hard Drives, CD-DVD ROMs).
• Lotus Notes Configuration and Application support.
• Testing new hardware.
• Backing up client’s data.
• Configuring Web based applications.
• Blackberry and Palm support.
• Networking\ Patching configuration LAN and WAN values.
• Managed roll-out and relocation projects whilst coordinating and training staff based on client expectations.
• Reduced help desk support tickets by proactively addressing common user issues through regular maintenance.
• Ensured compliance with company security policies by regularly monitoring systems for vulnerabilities and applying appropriate patches when necessary.
• Set up and updated equipment for customer use in line with company standards and procedures.
• Created thorough documentation on system configurations, policies, and procedures for use by IT staff and end-users alike.
• Streamlined deployment of new workstations by creating standardized images and automated installations.
• Inspected ticket resolution performance, identifying areas of possible improvement and directing identified weaknesses to engineering supervisor.
• Reviewed and recorded hardware inventories by documenting serial numbers and other specifics for accurate tracking.
• Enhanced system performance by optimizing desktop configurations and implementing software updates.
• Improved end-user satisfaction with efficient troubleshooting and timely resolution of hardware and software issues.
• Liaised with I.T department and end-users, effectively communicating complex technical concepts in understandable terms.
• Provided remote support to off-site employees, ensuring seamless integration with company systems and continued productivity.
• Mentored junior team members on effective troubleshooting techniques, fostering a collaborative work environment focused on continuous improvement.
• Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
• Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
• Troubleshot potential problems and eliminated before issues escalated or cascaded.
• Configured hardware, devices, and software to set up work stations for employees.
• Diagnosed and troubleshot hardware, software and network issues.
• Installed and configured operating systems and applications.
• Researched and identified solutions to technical problems.
• Tested new software and hardware prior to deployment.
• Led system administration, overseeing 500+ installations across multiple facilities.

This role's main priority was to decommission and relocate servers and assist with all maintenance tasks. Daily activities were:

• Completing System backups
• Relocating Servers and Peripherals either for decommissioning or redeployment
• Managing Assets, recording and updating main database by type, function and location.
• Auditing of redeployed hardware.
• Hardware and Software repairs and customization/configuration
• Installing and testing patches
• Networking and Patching of redeployed Servers and Workstations
• Server management
• Constructing Server Racks
• Liaised between Data, Project and Server teams in specific time frames along with providing frequent live updates throughout the day upon task completion.
• Optimized hardware performance through regular maintenance checks and upgrades when necessary.
• Collaborated with IT team to successfully complete large projects within strict deadlines.
• Played a key role in successful office relocation by coordinating IT equipment transfer and setup.
• Demonstrated strong multitasking skills by managing multiple sites without compromising service quality.