Mark Jason Almadin

Healthcare projects-Khoo Teck Puat Hospital and Changi General Hospital

• Escalation point for all major incidents
• Communicates with all levels of management regarding severity 1 and 2 incidents
• Coordinate on outage resolution
• Creates Incident Report and participates on review discussion
• Control of user call surge during outage
• Weekly and Monthly reports for major incidents
• Leads or facilitates team-based improvement projects; acts as liaison, coordinating activities and resolving issues between teams, departments, vendors, etc
• In an attempt to maintain effective working relationships, correct discrepancies, and resolve issues that develops from day-to-day operations
• Process owner for Incident Management
• Identification of issues that can be treated as problem
• Analysis and coordination on problem cases
• Weekly and Monthly reports for problem cases
• Process owner for Problem Management
• Ensure compliance to Change governance processes
• Verify Change Requests (CR) for all Production Deployments, working with Application, Server and Network teams to ensure all required information and/or documentation are included in the CR
• Verify resources have been secured prior to deployments
• Verify approvals have been obtained prior to deployments, working with CAB when applicable
• Scheduling and facilitating deployment meetings and distribute release communications
• Update Change tickets with the status and information regarding the success or failure of a deployment activity, ensuring timely closure of the Change Requests
• Weekly and Monthly for change requests
• Process owner for Change Management
• Focal point for application Go-Live
• Assist in operation escalations
• Ensures escalation matrix is updated

• Lead and manage a team of 24x7 Data Center Operators
• Set individual goals and performance objective training and coaching for all team members to be fully competent on their jobs
• Ensures audit compliance by implementing processes and procedures
• Creates Job Processing Instructions for Data Center
• Collates and prepares monthly reports
• Attends management meetings

• System, Network and Application monitoring and escalations
• Ensures physical security procedures are adhered- visitor’s management, equipment movement, and cage and rack access
• System backup- monitoring, tape management and preparation of backup reports
• Participates in DR and SSA and Data Center preventive maintenance
• Remote hands and eyes support-server reboot/shutdown
• Assist in password resets and providing session to end users
• Data Center and Facility monitoring (UPS, CRAC & CCTV)

• Performs daily/full backup, restoration and Initial Program Load in ISeries and PSeries
• Executes and monitoring of AS400 system jobs
• Monitor/Rerun SAP jobs via Automic tool
• Server and Network monitoring
• Logs and follow up ticket incidents
• Tape Management
• Password Management (Resetting of high authority profiles)

• Server and network monitoring
• Monthly patching for windows servers
• Monthly backup and IPL on AS/400
• Keeps track of offsite/onsite tape rotation
• Ensure prepared check lists, logs and reports are completed promptly and accurately
• Reports incidents and liaise with vendors on hardware/software issues
• Provide helpdesk support to end-user issues
• Process access and material movement request for the data center

• Perform systems health check
• Backup monitoring, rerun and backup report preparation
• Works closely with application, server or vendor on the troubleshooting process
• Act as a contact point or host the meeting should an incident occur for the support team and management team to update the incident status (SRT)
• Monitors data center environment for security and facility issue
• Records and report the IT incidents in the handover form
• Tape management-ejecting, inventory and keeps track of onsite/offsite tape rotation
• Ensure physical security procedures are followed strictly
• Perform quarterly audit check on media off-site inventory

• Provide high quality technical solutions ranging from simple to complex issues to clients around the world
• Telephone, email and chat technical support on Trendmicro Internet Security and Trendmicro Anti-spyware software
• Resolve issues related to Installation of the program, Proper configuration of the program based on user’s needs, updating virus definitions and cleaning and removing of virus, worms and spyware/adware using Trendmicro tools and solutions posted on internal and external knowledge base
• Work closely with the software development team and other engineering groups in identifying and resolving the problem
• Use existing knowledgebase and published solutions in resolving cases
• Troubleshoot computer-related problem of client if necessary
• Work on beta testing of Trendmicro products
• Monitor daily metrics of the team
• Presents technical sharing of ideas to the team
• Coach new hires on proper handling of cases

• Monitoring and time execution of batch jobs
• Investigate/Responds to abnormal job end following sop
• Performs IPL
• Print /reprint accounting and reconciliation report and bills of statements per request
• Escalate system error messages to system support

• Follow-up payment and collection of delinquent credit card accounts thru phone, fax and mail
• Probe client’s whereabouts