Active Directory Customer Service

Curriculum Vitae

Tiziana Formosa

PERSONAL INFORMATION

'Maria Teresa', Triq Port il-Hieles, BBG1803 Birzebbugia (Malta)

79727839

**********@*****.***

Sex Female Date of birth June 1985 Nationality Maltese

Technical Support

STUDIES APPLIED FOR

WORK EXPERIENCE

Network Operation Engineer

15 January 2014–Present

BMH Business Solution, St Julians (Malta)

Monitor network operations, investigate reported alarms and resolve service impacts as they occur

Handle events and work closely with vendors, internal engineering team and data center

operations to resolve service issues

Contribute to development and improvement of operational procedures and documentation

Performs and supports solution implementation for customers include but not limit to attend

customer meetings, conduct site survey and network assessment, prepare report on site survey

findings, and coordinate customers and vendors on site preparation

Manage and monitor networking technology solutions for the organization including those related to

LAN optimization, firewall and security configuration, VPN

Take an ownership role in the operational support of network solutions by implementing,

documenting and managing systems though their lifecycle

Contribute to the selection and implementation of network monitoring and reporting tools

Document network architecture, infrastructure components, and operating procedures

Assist in management, monitoring, and troubleshooting network and computer infrastructure as

appropriate

Act as an escalation resource to the support team for troubleshooting network problems

Act as a mentor and resource to peers in the operations team and support staff

Participate in design review discussions with other members in the IT Infrastructure Services team

Advise management on ongoing needs and issues related to networking and security infrastructure

Customer service Representative

05 August 2013–December 2013

HSBC (Part time), Hal Qormi (Malta)

Handling customer queries at first point of contact• Identifying customer needs and finding

appropriate solutions• Training new team members to give them confidence when they join the

business• Attending training in a variety of skills ranging from customer care to banking

requirements and FSA (UK) regulations

•Install imaging as XP/WIndows 7/Windows 8 on computers- Install software (like Dakar)and the

dongles to work with Dakar- Check that the telephone is up and running smootly- •Firewalls for

precaution for any spyware or hacking

Technical Support

01/10/2012–14/01/2014

Net Entertainment Malta Ltd.,, The Marina Business Centre, Abate Rigord Street, XBX 1120, Ta'Xbiex

(Malta)

Create jira ticket where there is a bug

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Curriculum Vitae Tiziana Formosa

Create incident ticket where casino module is down or a huge issues that need immediate

assistance

Release stuck game round for the operator-

Whitelist the ip address for the operator with a pre-approved change

Enable remote access for the operator with a pre-approved change

Plan and make the changes (Coin Value, Free round Bonus FQLs etc)

Dispatch the tickets accordingly to my workmates

Crete and sent reports for the operators ( Betsson, Unibet, Betlick, Expekt... ) from the database

Search in server logs if there are any exceptions for the error the operator has and investigate in

the

database

Unlock the operator and reset the password from the Casino Module backend

Respond to customer’s service and change requests via email or phone.

Solving incidents in close co-operation with customers and internal resources

Priority and analysis of incidents and service requests

Monitoring of network, servers and any applications.

Troubleshooting and restoration of services as quickly as possible if an incident occurs.

Follow up on incidents that has been escalates and keep track on status.

Software Tester

01 May 2012–30 September

2012 2X Software Ltd, Sir Willam Reid Street, Level 4, Gzira (Malta)

- Review and test new software releases

- Executing automated tests

- Check and write detailed test cases based on requirements

- Improve and update existing test procedures

- Work directly with the test lead in the implementation of the testcases

- Basic idea in Linux, Mac, Fedora-More knowledge in IOS (iphone, ipads etc)

-Verify that each thin client we have available or the customer sends for testing works perfectly (the

sound, motherboard, NIC card etc are working and are supported with our products).

Technical Support Technician

01 April 2010–30 April 2012

2X Software Ltd, Sir William Reid Street, Level 4, Gzira (malt)

-Support our foreign customers with our products (ThinClientServer, ApplicationServer,

VirtualDesktopServer)

- If they encounter some kind of problems they send us and we do our best to fix there issue asap.

- Some basic knowledge of Hyper V and Vmware

- We help our customer via ticket system, chats or via phone.

Help Desk Support

01 January 2008–March 2010

Lufthansa Technik Malta Ltd., Malta International Airport P.O. Box 4, MIA (Malta)

- Imaging the computers with Acronis Image 12

- Printers and Network connection issue

- Conducting a project regarding iphones of Cisco

- Solve IQ move, Qpulse and SAP problems issues

- Installation of new programs (related with the airplanes)

- Co-coordinating the website of the Lufthansa

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Curriculum Vitae Tiziana Formosa

- Dakar (worked with Human Resources and Accounts)

My job in this case was only managing and take care of Time & Attendance and PayrollThe Dakar

Internet Payroll was created in our company because it minimize the overload of work to do by hand

for payroll and time & attendance. It was the ideal payroll solution for the company since we are over

500 employees and it is really efficient, convenient and maintenance free payroll system.The payroll is

accessible from any computer with internet access. Any user can register on-line and start using the

system immediately. No additional software is needed since we (IT section install the Dakar in every

machine in the company already) and you do not have to be technical in order to access the

system.Once the user have a username and password with the Human Resources, Accounts and me

took care of that each person had available has to register on-line, the user will have immediately the

information concerned to him. With all the information inserted, the Accounts and Human Resources

will have everything in order and organized and can issue the payroll reports in a few minutes.The

Dakar Time & Attendance system integrates directly with Dakar Hand Readers equipment (which

when the user is punching in and out, it will automatically update the Dakar system).Shifts and

schedules, even on a rotation basis, are automatically recognised without the need of redefinition.

SAP (helped out when needed our IT Business System Executive with all the employees information).

Underneath you can find a brief explanation of one of my duties.After the users are logged on to the

SAP System they will have displayed a menu which they can either use pre-defined roles or roles you

create.

The role also contains the authorizations users need to access the transactions, reports, web-based

applications and so on, contained in the menu.The IT Business System Executive and I could assign

a role to an unlimited number of users.

IT Technician

01 July 2008–30 October 2008

Intecomp, (Malta)

- A project consisting with Mitts of changing the old pcs in the schools with new one’s from Intercomp

(Dell)

- Making some configuration adequate to each of the school

- Making as well imaging

IT Techinician

01 July 2006–30 October 2006

Innovate, (Malta)

- Arranging the server asset numbers and see that the name of the server is correct with the sheet

given

- Contact the users of Maltacom to arrange there login name and email to a specified one indicated in

the excel sheet given to use and working with specific programs.

- Work like helpdesk ex: someone call for some faults occurred to them and we make a call and

someone goes on location to fix it.

EDUCATION AND TRAINING

Windows Server 2008 Network Infrastructure, Configuring ( My

01 October 2011–30 November

2011 Score : 920 )

Key Ltd., (Malta)

1. Configuring Addressing and Services (Configure IPv4 and IPv6 addressing, Configure Dynamic

Host Configuration Protocol (DHCP), Configure routing, Configure Windows Firewall with Advanced

Security)

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Curriculum Vitae Tiziana Formosa

2. Configuring Names Resolution (Configure a Domain Name System (DNS) server, Configure DNS

zones, Configure DNS records, Configure DNS replication, Configure name resolution for client

computers)

3. Configuring Network Access (Configure remote access, Configure Network Access Protection

(NAP), Configure DirectAccess, Configure Network Policy Server (NPS)

4. Configuring File and Print Services (Configure a file server, Configure Distributed File System

(DFS), Configure backup and restore, Manage file server resources, Configure and monitor print

services)

5. Monitoring and Managing a Network Infrastructure (Configure Windows Server Update Services

(WSUS) server settings, Configure performance monitoring, Configure event logs, Gather network

data)

Windows Server 2008 Active Directory, Configuring ( My Score :

01 June 2011–30 October 2011

887 )

Key ltd, (Malta)

Configuring Domain Name System (DNS) for Active Directory (Configure zones, Configure DNS

server settings, Configure zone transfers and replication)

Configuring the Active Directory infrastructure (Configure a forest or a domain, Configure trusts,

Configure sites, Configure Active Directory replication, Configure the global catalog, Configure

operations masters)

Configuring Active Directory Roles and Services (Configure Active Directory Lightweight Directory

Service (AD LDS), Configure Active Directory Rights Management Service (AD RMS), Configure the

read-only domain controller (RODC), Configure Active Directory Federation Services (AD FSv2) )

Creating and maintaining Active Directory objects (Automate creation of Active Directory

accounts, Maintain Active Directory accounts, Create and apply Group Policy objects (GPOs),

Configure GPO templates, Deploy and manage software by using GPOs, Configure account policies,

Configure audit policy by using GPOs)

Maintaining the Active Directory environment (Configure backup and recovery, Perform offline

maintenance, Monitor Active Directory)

Configuring Active Directory Certificate Services (Install Active Directory Certificate Services,

Configure CA server settings, Manage certificate templates, Manage enrolments, Manage certificate

revocations)

MCAST (First Diploma, National Diploma and Higher National

01 January 2000–01 February

2006 Diploma in IT)

First Diploma (Semester 1:- Introduction to Computer Systems, Information Systems, Uses of IT and

Introduction to Databases)

(Semester 2:- e-Commerce, Web Development, English, Maths)

National Diploma (First Year :- Language & Communications, Computational Methods, Computer

Systems, Introduction to Software Development, Business Information Systems, Communications

Technology, Web Development, Software Applications, Computer Hardware, Network Design &

Administration, Data Communication & Networks, End User Support, Project, Website Management,

System Specification & Justification, Multimedia Technology)

(Second Year :- Computer Platforms, System Analysis, Programming Concepts, Database Design

Concepts, Networking Concepts, Personal Skills Development, Quality Systems, Data Analysis and

Database Design, Networking Technology, Management of IT, Project Management, Networking

Infrastructure, E-Business Strategy, Networking Project, Internet Server Management,

SupportingNOS and OS)

Higher National Diploma

Year 1 Semester 1

Computer Platforms (Grade :Pass)

System Analysis (Grade :Merit)

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Curriculum Vitae Tiziana Formosa

Programming Concepts (Grade :Pass)

Database Design Concepts (Grade :Pass)

Year 1 Semester 2

Networking Concepts (Grade :Distinction)

Personal Skills Development (Grade :Distinction)

Quality Systems (Grade :Distinction)

Data Analysis and Database Design (Grade :Merit)

Year 2

Chosen area of specialisation:

Networking and ICT Support (NICTS)

NICTS Semester 1

Networking Technology (Grade :Distinction)

Management of IT (Grade :Merit)

Project Management (Grade :Pass)

Networking Infrastructure (Grade :Distinction)

NICTS Semester 2

E-Business Strategy (Grade :Distinction)

Networking Project (Grade :Distinction)

Internet Server Management (Grade :Pass)

Supporting NOS and OS (Grade :Pass)

o levels

01 January 1998–01 May 1998

Subject Grade ExamBoard

Mathematics 5 Univ. of Malta

Maltese 5 Univ. of Malta

Art 4 Univ. of Malta

Physics 5 Univ. of Malta

Italian 4 Univ. of Malta

Computer Studies 4 Univ. of Malta

English 5 Univ. of Malta

Accounts C Univ. of London

PERSONAL SKILLS

Mother tongue(s) Maltese

Other language(s) UNDERSTANDING SPEAKING WRITING

Listening Reading Spoken interaction Spoken production

B2 B2 B1 B1 B2

English

B1 B1 A2 A2 A1

Italian

Levels: A1/A2: Basic user - B1/B2: Independent user - C1/C2: Proficient user

Common European Framework of Reference for Languages

Communication skills Responsibility, self-respect and self-reliance

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Curriculum Vitae Tiziana Formosa

Experienced in communicating with clients, employees and partners

Hard working, good fun, organized person

Team player, expressing a fair-play, problem-solving attitude

Goal-oriented work focused capacity

Good ability to establish and maintain good working relations with people of different national and

cultural backgrounds

Organisational / managerial skills Good experience in project management and team co-ordination

Deep understanding of the design process from initial concept to end product

Job-related skills Good command of Microsoft Office™ tools (Word™, Excel™ and PowerPoint™), Internet

Excellent understanding of interface design and devices (Ipad, Iphone etc)

Computer skills Confident with Operating systems administration

Operating Systems: Macintosh (user), Windows (expert), Linux (user)

Photo: Photoshop CS 5 Microsoft: Word, PowerPoint, Excel (PC)

Basic Knowledge in Coding Languages: HTML and CSS

Basic Knowledge: PHP, MySQL

Ecommerce: Sage, Dakar,Crystal Reports

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