Allan Visbal

• Lead Engineer for client managed services

• Part of the Managed Security Services Team –that provides global network and security support across all clients.

• Design and implement scalable and highly available next-generation connectivity to our existing/new clients (From different industries) based on requirements.

• Covering tickets for MSS customers, which includes monitoring queues for incidents, problems, and change management request.

• Focusing on managing and maintaining customer networks and security infrastructure.

• Configuring and troubleshooting routing, switching, firewalls, wireless, and network access control.

• Working closely with the customers to ensure that a high level of service is provided, and value added at every customer engagement.

• Monitor customer environments for security and network issues.

• Deploys/upgrades Network solutions (production and disaster recovery) for new and existing clients.

• Manages Enterprise and client Panorama and firewalls.

• Infrastructure build and configuration of a broad range of network equipment.

• Lead client migration and implementation project for remote sites WAN/LAN/WLAN/Security.

• Maintains, upgrades and evaluates new network management software and tools to ensure operational efficiencies.

• Provisions turn-up and routing involving private and internet circuits utilizing industry standard protocols.

• Maintains clients’ Network production and disaster recovery environment.

• Provides Tier 3 escalation to Client’s Support Team to diagnose and resolve issues in client’s environments, coordinates with internal resources and vendors.

• Performs Network and vulnerability assessments for new and existing clients.

• Support the IT team during the transition into production for new clients and services by acting as an interim manager to all sites.

• Provide Tier 3 engineering support during critical operational incidents and ensure the stable operations of the LAN, WAN, WLAN, and routed networks, in a 24x7x365 secure up-time environment.

• Initiate network design and implementation including configuration and troubleshooting.

• Provide network support with a variety of operating systems.

• Install and configure computer network equipment

• Authored company Information security policy and Information Technology Service Management policy.

• Manage and support client Data and Voice services.

• Design, Configure, and Implement client network in accordance with company standard and clientsecurity specification.

• Troubleshoot, fix, and perform change management within the corporation network and VOIP system.

• Works with leadership to identify new technologiesthat support SWH business models and growth strategy.

• Monitors and makesrecommendationsrespective to system capacity, including traffic studies, routing, etc. Monitor manufacturer announcements and assess/make recommendations to address impact on SWH environment.

• Supportsthe implementation and setup of new infrastructure system, applications and servicesto meet business requirements across the enterprise.

• Constructsrequest for proposals, and orders/implementsinfrastructure servicesin support of project activities.

• Designs and configures new feature and functionality to meet business needs and support availability requirements.

• Coordinates and participates in the installation, configuration and integration of network hardware, software and connectivity devices by established procedure and security protocols.

• Responds to escalated alerts and provides technical support for SWH Infrastructure services to ensure that service level agreements aremet, and incidents are appropriately addressed and communicated or escalated to management and vendors.

• Work on complex incidents, problems and changes within the Operational environment.

• Support in life service Security and Network solutionsfor global client.

• Provide level 3 operationalsupport and own achieving SLAsfor agreed service metrics.

• Form an integral part of a 24 hour on callsupport rota to provide 24x7 support to the designated customers

• Produce scripts and supporting documentation to allow the 2nd line diagnostic team to undertake remote software downloads configuration changes and implementation of new customer projects.

• Attend meetings on behalf of the team and line manager.

• Produce and support Firewall polices and function configuration buildsto allow implementation of customer projects

• To save technical knowledge within the team at times to make new joiners up to speed.

• Taking accountability in all the actionstaken in order to resolve incidents or complex changes etc.

• Has direct responsibility for completion of technical support deliverables defined in the project plan. These deliverables include Cisco software configuration and validationsin accordance with customer requirements.

• To manage and deliver consistent, SLA-driven servicesthrough a standardized, scalable and best-practice-driven global services.

• Deliverinternaltraining to 1 st and 2 nd Level Engineers and onsite Engineers on Specialist productsto ensure sufficientskillsto cover 24x7 requirements.

• Possessthorough understanding of our service offerings, technical preferences and technical direction. Provide mentor- ship to 1st and 2 nd Level Engineers to develop technical awareness and meet objectives for certification

• Perform advanced troubleshooting to isolate technical faults asthe 2nd Level Escalation contact. Responsible for verification and ongoing management of all technical escalations to Vendor TAC.

• Maintain optimum level and quality ofservice delivery,safe and reliable operations to meet clients’ requirements.

• The confidentiality, integrity and availability of critical information, is always ensured.

• Improve network optimization by successfully implementing network performance management productsfor company’s

• infrastructure.

• Administerthe central server and all network communications equipment.

• Maintain and optimize firewalls.

• Create and implement disasterrecovery acrossfoursites.

• Evaluate current practices and create future IT recommendations for all IT assetsfor annual budget.

• Manage and carry out variousIT projects, including licensing, projectscheduling and hardware acquisition.

• Supporting networking devices within LAN/WAN environment.

• Circuit troubleshooting that includes T1/E1, T3/DS3 and Ethernet Technologies.

• Maintaining accurate logs of work efforts and keep business partners updated for stats and completion of work requests.

• Utilizing the Verizon/Customer ticketing system; communicating in the form of email or phone call and managing client expectations by providing accurate information regarding the current status of the requested task/change in line with procedures.

• Participating in High and Critical bridge calls to perform concurrent troubleshooting with level two technical groups, third-party vendors, and business partners to efficiently drive the incident to a resolution.

• Performing service desk functions which include basic troubleshooting to rule out issues with the network and routing tickets to appropriate support groups for a timely resolution on agreed Customer SLA. This also includes monitoring ticket queue, managing and validating ticket updates through resolution, including communication with applicable third-party vendors.

• Adhering to customer laid out processes, SLA, LOA and comply with ITIL best practices.

• Provides efficient online system to local and international branches and subsidiaries for all bank facilities.

• Monitoring availability, reliability and efficiency of the bank’s servers, wide area network, electronic banking channels and connection to external parties.

• Diagnosing, addressing, escalating, recording, tracking and/or reporting of detected/reported incidents.

• Constant, effective and proactive monitoring and efficientsystem management of all bank’s networking facilities.

• Provides efficient and uninterrupted system availability to all local and international branches and subsidiaries.

• Troubleshooting, isolation and restoration of network problems in coordination with other department, telecommunication carriers and service providers.

• Responsible in the maintenance and proper operation of data communication equipment.

• Also overseesthe roll-out, progress completion and functionality testing of new network installation & link upgrades.