Designation
Trainee Analyst
Tenure
March 2015 to December 2015
Team Size
50+
About it
It was my first job as an L1 engineer for Deutsche Bank. The primary responsibility was to attend calls from Deutsche Bank employees and assist them with every possible issue they faced and believe me, it was at-least 50+ calls a day for straight 9 hours.
List of issues:
1. Account lockouts:
Assist users when their account got locked out due to multiple incorrect password attempts and eventually unlock their accounts from Active Directory.
2. Outlook 2010 functionality and configuration
Assist users with any Outlook 2010 related functionality issue and help them configure Outlook profiles. In case of performance issues with Outlook, clear cache, clean up disk space, check performance in safe mode and reconfigure Outlook profile.
3. Lotus Notes configuration and troubleshooting
Assist users with configuring applications within Lotus Notes and also help them configure their Notes ID. Assign permissions on shared mailboxes to users.
4. On-premises application issue on Windows 7 machines
Provide basic support to users in case of Application specific issues. It included, machine reboot, account refresh, application re-installation.
5. RSA token expiry or reset
DB had implemented a security feature for users to access the environment only via a security token that was based on RSA authentication. Our primary task was to create new RSA accounts for new users and perform PIN resets for existing users on demand, and perform deactivations for leavers. In critical issues, we occasionally performed configuration changes on the user's
6. VDI / HVD related issues
Most of the users had a virtual machine hosted on VMWARE. In case of accessibility issues or performance issues, we performed machine reboot from vCenter console. For issues related to network, move the VMs from one VLAN to another via vCenter.
7. BlackBerry Enterprise Support
Assist users with configuring their Blackberry enterprise devices to access emails.
8. Other tasks
Provide assistance with issues related to Printers and Scanners. Perform Windows updates and patch installation on user machines via remote access.
Additional Notes
I was later promoted as an escalation engineer where my duty was to address escalated cases and VIP cases only and try to resolve them to the best quality. I ensured there were minimum escalations and that the overall support quality remained outstanding. As an escalation engineer SPOC, I was responsible to communicate with the Service managers in the daily call and provide daily reports of escalations or possible escalations and have the team work on that.
Skills Gained
1. Windows Server administration.
2. Lotus Notes.
3. Blackberry Enterprise administration.
4. RSA administration.
5. Escalation and Team management.
6. VMWare VM administration.