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christopher francke

@christopherfrancke

Service Desk Engineer at HCLTech supporting global enterprise users and building offline AI tools for transcription and translation.

Sri Lanka

Message

At HCLTech Sri Lanka, I provide remote Level 2 support for global enterprise users, diagnosing Windows and Linux issues and managing tickets against service-level agreements.

As a Network Engineer at IBM | MicroNet, I supported enterprise data center and cloud networks, including Cisco infrastructure, OSPF routing, and VMware clusters.

At Wabtec Corporation, I provided Level 3 support for server and application infrastructure and implemented monitoring with PRTG, Nagios, and NewRelic.

I also built an offline desktop application for audio transcription and multilingual subtitles using Python, PySide, OpenAI Whisper, and Argos Translate. In a separate project, I deployed Docker-based microservices and integrated document vector stores with LLM workflows.

Experience

Work history, roles, and key accomplishments

Current

System Analyst / Service Desk Engineer (L2)

Current

HCLTech

Oct 2021 - Present (5 years)

Provide remote Level 2 technical support for global enterprise users, diagnosing and resolving OS, application, and connectivity issues. Manage ticket lifecycles and ensure compliance with SLAs.

Windows Linux Incident Management SLA Technical Support Escalation Management

Network Engineer

IBM

Jan 2021 - Sep 2021 (8 months)

Managed network infrastructure support for enterprise data center and cloud environments using Cisco hardware and OSPF routing. Administered network security with Palo Alto Panorama and Cisco Umbrella.

Cisco OSPF Palo Alto Panorama Cisco Umbrella SAN VMWare Incident Tracking

System Administration Specialist

Wabtec Corporation

Mar 2020 - Dec 2020 (9 months)

Provided Level 3 support for global server and application infrastructure, resolving interoperability, OS, and web server issues. Implemented proactive monitoring solutions using PRTG, Nagios, and NewRelic.

PRTG Nagios New Relic Linux Windows Security Hardening Audit Compliance

Associate Network Administrator

Lanka Communication Services (Pvt) Ltd.

Nov 2018 - Feb 2020 (1 year 3 months)

Handled regional network operations, administering enterprise routers, switches, and client connectivity. Conducted routine maintenance, network backups, and hardware health checks.

Routers Switche Network maintenance Backup Hardware Health Diagnostics