Annual work summary of the operation and maintenance engineer 1 In order to meet the rapid development of the company, improve the network office efficiency of business departments and enhance the awareness of it services, the it operation and maintenance engineer promises to accept it service requests submitted by company users in accordance with the sla agreement, including software and hardware maintenance, event handling, operation guidance and information guidance. Provide standardized, stable, continuous and high-quality it available resources and services when users use facilities such as networks, servers, computer terminals and peripheral devices.
First, share departmental kpi indicators to achieve departmental sla commitments.
1, activity management
A. Accept it service requests submitted by company users through proactive services or hotlines and emails;
B. Record all users' events in time to ensure that the record integrity rate reaches the standard;
C. Respond to the user's events within the time promised by sla, and meet the standards in time;
D, carrying out standardized classification and grading on user events, and responding and processing according to different requirements of event levels;
E. Handle user incidents within the promised time, or pass them to a higher level of technical support according to the specifications, so as to ensure that the incident handling rate reaches the standard in time;
F. Use service specifications, communication skills and professional skills to handle user incidents, record the handling process and scheme, and ensure that the average time for incident handling reaches the standard;
G standardize and track the processing progress of user events, and finally close the events or submit bug projects to ensure that the event resolution rate reaches the standard;
H. Visit users by sampling regularly, summarize their opinions, carry out self-criticism, continuously improve user satisfaction, and ensure that the user satisfaction reaches the standard and the user complaint rate is within the promised range;
1. Commit to the daily average number of incident handling, take the initiative to handle incidents, and flexibly adjust the average incident handling time during peak hours;
J. The personnel on duty shall follow the emergencies according to the specifications, and notify relevant personnel to ensure that the tracking accuracy reaches the standard;
K. Be responsible for the event tracking and handling of this position, put forward reasonable suggestions according to the experience of event handling, and eliminate all kinds of hidden dangers within the controllable range;
Develop good work habits, plan ahead, control things beforehand, and complete records with regret afterwards;
2. Structural management
A.it asset allocation management: manage the life cycle of it assets, including classified statistics, pre-procurement, procurement review, allocation review and scrapping review, so as to ensure that the allocation management accuracy reaches the standard;
B. Building a case base: accumulate and refine engineers' experience in handling events, make cases, and constantly enrich the operation and maintenance case base for inquiry, so that the proportion of cases covering known events reaches the standard, and the work efficiency of operation and maintenance engineers is continuously improved;
C.it system configuration information management: regularly update the network and application system description information and technical support information configuration to ensure the latest;
3. Problem management
A. Conduct statistical analysis on events, find out difficult and repeated events, and bring them into the problem management process, analyze the root causes of problems, and determine possible solutions. When the network or application system configuration needs to be modified, a change application is submitted to trigger the change management process.
4. Release management
A. The operation and maintenance personnel on duty issue official announcements, change announcements and special announcements. The network and application system of the information department are managed in accordance with the norms, and the accuracy reaches the standard;
Second, other operation and maintenance work
A. To undertake the counseling work for new employees, help them to quickly get familiar with the company culture, environment, jobs and improve their skills, and provide guarantee for new employees to successfully pass the probation period;
B constantly reflect on your own work, sum up the shortcomings and improvements in the work, and actively put forward suggestions to improve the operation of the department;
C. Actively participate in the training of key application projects of the company and provide support according to incident management standards, such as sap and oa systems;
D actively support other projects, such as networks, servers, program-controlled switches, etc. , according to the development needs of the department without affecting the existing work;
E.*** Enjoy personal technical experience and preside over internal operation and maintenance lectures;
F actively participate in various trainings of the information department, conduct self-study in a planned way, and constantly improve their professional skills;
G. Regularly check and record the key maintenance equipment, and timely check the rate and correct rate up to standard;
Third, other work.
A. As an it lecturer, provide it skills training at the invitation of other departments to improve the it operation level of office staff in other departments;
B. Carry out the company's philosophy and actively complete the temporary tasks assigned by superiors;
Annual work summary, an operation and maintenance engineer, as an it operation and maintenance manager, shoulders the heavy responsibility of the healthy operation of the whole enterprise it system in addition to his own work performance, so I think the year-end summary of operation and maintenance personnel should be more inclined to combine the overall operation and maintenance of the unit to facilitate the orderly development of it work in the coming year.
So, how does the it operation and maintenance administrator write the year-end summary? I suggest that we can start from the following aspects:
I. Inventory of assets
As the it "housekeeper" of the whole enterprise, we must first make clear the assets we manage. For example:
How big is it now? What is the total length of the network link? What are the number and types of network devices and servers? What brands are they? There is also the database running on each server, the type and quantity of middleware, etc. These situations should be sorted out in an orderly manner.
After figuring out the question of "what's there", we have to make a comparison. What changes have been made in the current asset situation compared with previous years? Is it increasing or decreasing? Where are these changes reflected? After sorting out these data, a clear "asset map" can be easily drawn.
Second, the business composition and analysis
In the final analysis, it system is for business. In an enterprise, the most important thing is the stable operation and efficiency improvement of the business system. Therefore, in the summary of it operation and maintenance administrators, there must be a description of business system support.
Of course, we must first outline the general image of "business": what are all our business systems at present? What is the core business, what problems are being solved and what services are being provided to users? On which servers are these services running, and how are they running? In this way, we will first introduce the "business system" to everyone intuitively.
Next, we can analyze the operation of these services in depth, such as: what is the total monthly traffic of our business system in one year? Rank these business flows. What are the top ones? How many people are accessing these high-traffic services? What is the average trouble-free running time of these services? According to their design, what is the availability index of these services? Is it far from the preset usage, almost full, or already overloaded ... and so on.
Another "changing" perspective should always be available. Compared with previous years, which businesses are new, how are these new businesses used, and whether they are used more or less?
Through the above combing and summary, I believe that people who read the report will have a clearer understanding of the business system this year.
Third, the handling of the incident.
After sorting out the assets and business situation, we should also summarize the incident handling situation in the past year. Can you explain clearly how many incidents the it department handled this year? What are the categories of these events? What are the major events? What happened this year? What impact do these major events have on the entire it system? Have you made a comprehensive analysis of this and given suggestions for improvement? What measures have been taken to ensure the sla of core business? These data also help to understand the operation and maintenance work throughout the year.
Four. Suggestions for future work
The year-end summary should not only explain clearly what happened this year, but also provide objective basis for the work in the next year or even in the next few years. As a qualified it operation and maintenance administrator, he should have a broader vision. In addition to focusing on your own work, you should constantly pay attention to new technologies and trends in the industry, and analyze whether these new technologies will have an impact on the it planning of enterprises, and what may be the impact? Combined with the previous statistics and analysis of business usage, it can provide some more meaningful information and suggestions for decision makers: what kind of it business will bring opportunities for the sustainable development of enterprises in the future, and which IT systems need to be improved to meet the growing demand in the future.
In this way, you are not only an it system administrator, but also a decision-making assistant, which can provide useful help for the future development of the enterprise. This is of great benefit to the work itself and personal promotion.
The summary of the annual work of operation and maintenance engineers, summarized in chapter 3, is easier said than done. If you simply list what you have done this year, I believe everyone will not find it difficult, but it is not so simple to use a summary to not only show what you have done this year, but also clarify the effectiveness of your work and even put forward suggestions for improvement in next year's work.
As an it operation and maintenance manager, in addition to his own work performance, he also shoulders the heavy responsibility of the healthy operation of the whole enterprise it system, so I think the year-end summary of operation and maintenance personnel should be more inclined to combine the overall operation and maintenance of his own unit to facilitate the orderly development of it work in the coming year.
So, how does the it operation and maintenance administrator write the year-end summary? I suggest that we can start from the following aspects:
I. Inventory of assets
As the it "housekeeper" of the whole enterprise, we must first make clear the assets we manage. For example:
How big is it now? What is the total length of the network link? What are the number and types of network devices and servers? What brands are they? There is also the database running on each server, the type and quantity of middleware, etc. These situations should be sorted out in an orderly manner.
After figuring out the question of "what's there", we have to make a comparison. What changes have been made in the current asset situation compared with previous years? Is it increasing or decreasing? Where are these changes reflected? After sorting out these data, a clear "asset map" can be easily drawn.
Second, the business composition and analysis
In the final analysis, it system is for business. In an enterprise, the most important thing is the stable operation and efficiency improvement of the business system. Therefore, in the summary of it operation and maintenance administrators, there must be a description of business system support.
Of course, we must first outline the general image of "business": what are all our business systems at present? What is the core business, what problems are being solved and what services are being provided to users? On which servers are these services running, and how are they running? In this way, we will first introduce the "business system" to everyone intuitively.
Next, we can analyze the operation of these services in depth, such as: what is the total monthly traffic of our business system in one year? Rank these business flows. What are the top ones? How many people are accessing these high-traffic services? What is the average trouble-free running time of these services? According to their design, what is the availability index of these services? Is it far from the preset usage, almost full, or already overloaded ... and so on.
Another "changing" perspective should always be available. Compared with previous years, which businesses are new, how are these new businesses used, and whether they are used more or less?
Through the above combing and summary, I believe that people who read the report will have a clearer understanding of the business system this year.
Third, the handling of the incident.
After sorting out the assets and business situation, we should also summarize the incident handling situation in the past year. Can you explain clearly how many incidents the it department handled this year? What are the categories of these events? What are the major events? What happened this year? What impact do these major events have on the entire it system? Have you made a comprehensive analysis of this and given suggestions for improvement? What measures have been taken to ensure the sla of core business? These data also help to understand the operation and maintenance work throughout the year.
Four. Suggestions for future work
The year-end summary should not only explain clearly what happened this year, but also provide an objective basis for the work in the next year and even the next few years. As a qualified it operation and maintenance administrator, he should have a broader vision. In addition to focusing on your own work, you should constantly pay attention to new technologies and trends in the industry, and analyze whether these new technologies will have an impact on the it planning of enterprises, and what may be the impact? Combined with the previous statistics and analysis of business usage, it can provide some more meaningful information and suggestions for decision makers: what kind of it business will bring opportunities for the sustainable development of enterprises in the future, and which IT systems need to be improved to meet the growing demand in the future.
In this way, you are not only an it system administrator, but also a decision-making assistant, which can provide useful help for the future development of the enterprise. This is of great benefit to the work itself and personal promotion.
To sum up, it is some suggestions that our IT operation and maintenance administrator summarized at the end of the year. No matter what kind of data and tables you use, remember that a valuable summary report should help the sustainable development of enterprise IT operation and maintenance, not just the "summary version" of daily work.
Annual work summary, operation and maintenance engineer, successfully completed network maintenance, network construction, network security and other tasks. Under the direct leadership of the branch and the hard work of all staff of 20xx, the development of digital TV business in Banna area has been effectively guaranteed. The annual work is summarized as follows:
I. Network Maintenance and Construction
1, maintenance and construction of metropolitan area network
1), with the correct leadership of the branch and the strong support of relevant departments, all the staff of the operation and maintenance department worked hard. By1October 165438+ when the maintenance of MAN was finished, the operation and maintenance department * * * handled 5 repair calls18, 3,687 electronic dispatching calls, 288 installed users 1869 relocated users, and translated users/kloc.
2) The coverage area of several optical nodes, such as the establishment and implementation of seven new network projects in the new district, has promoted business development and increased business income.
3) Complete the construction of 4.98km MAN pipeline and supporting facilities.
4) The operation and maintenance department must report the monthly reports of network maintenance, security risks, electronic dispatching, and newly installed users in a timely manner.
2, network optimization construction
Under the direct guidance of the branch leaders, the operation and maintenance department carries out uninterrupted network optimization and line transformation in real time for the areas where the urban network optimization is not thorough.
3, the township network construction
1), according to the arrangement of Sheng Di Company and the county branch, under the personal leadership of the branch leaders, at the beginning of the year, the planning and design of the township network under the jurisdiction of the county before the all-digital TV turn was carried out.
2) In 2)xx years, the 16 township network of 20 townships under the jurisdiction of the county was optimized and reconstructed, and a new 1 township network was built.
3) There are 3,540 township cable TV users connected to the county and township, and the township cable TV users are 1629. The total number of township cable digital TV users in the county is 5 169.
Second, strengthen technical training and improve the quality of the team.
The operation and maintenance department is the main team of the branch company's engineering construction. Faced with the important tasks of engineering construction and network security trunk line guarantee, there are many problems in both organizational work and technical work if we want to complete them with good quality and quantity in a short time. To this end, the branch regards technical training as an important measure to ensure the quality and progress of the project and adopts the way of "going out, please come in". We not only sent employees to participate in the training organized by Sheng Di Company many times, but also organized the operation and maintenance personnel to conduct centralized study and training during departmental meetings, and also conducted face-to-face experience and technical exchanges with neighboring brother companies, which improved the skills of maintenance personnel.
Three. Existing problems and deficiencies
1. At present, the operation and maintenance department as a whole must strengthen ideological understanding, improve work efficiency and improve service level.
2, pays special attention to the safety in production, do a good job of network trunk line inspection.
3. At present, the operation and maintenance department is extremely short of cutting-edge talents in new technologies and new businesses. For new services such as digital two-way network and data, strengthen technical training and business learning that can undertake new maintenance tasks.
4. Strengthen the management of operation and maintenance documents and improve the maintenance quality. Do a good job in all kinds of reports that must be reported in time and seriously every month.
5. With the further expansion of urban network, traffic problems do not restrict the rapid response mechanism of operation and maintenance departments.
Four. 20xx work plan
1, continue to do a good job in network maintenance quality management and scientific and technological maintenance level, and improve the quality of network operation.
2, continue to do a good job, pay special attention to the inspection work of one or two trunk lines in the province.
3 actively cooperate with the preparation of metropolitan area network, local transmission network, urban pipeline and township network services and other tasks.
4. Do a good job in project establishment, construction, completion and acceptance of network construction and residential construction as planned.
5. Implement various management systems of the operation and maintenance department, make clear the management by objectives, straighten out the workflow, and improve the work efficiency and service level.
6, improve the safety production system, do a good job in production safety.
Annual work summary, operation and maintenance engineer, 5 My internship unit is Dongguan E-net Technology Co., Ltd., which is mainly responsible for server rental and hosting, providing servers of various brands at home and abroad with high performance and affordable price, and providing a safe, stable and informed network environment. Virtual host (website space) is rented, and overseas hosts can be fully upgraded. Cabinet rental. High bandwidth access, stability and security.
Unconsciously, I have been in the company for more than two months in a blink of an eye, and I have a clear understanding of people and things around me. In these two months, I have experienced difficulties in my life and work, and I have completely adapted to my present life and work.
After coming to the company at the end of February, I came here as a fresh graduate. At first, I was worried about how to get along with my colleagues and how to do a good job. Because these businesses of the company are all new to me before, which is a little different from my professional knowledge. Although I am also a computer major, I usually have little contact at school. But in these two months, under such a working environment, under the guidance of Ange, Qian Ge and my colleagues, I quickly completed the transition from a student to a staff member. In these two months, I have adapted to the working environment of the company and become familiar with the whole workflow of the computer room. The most important thing is to contact and learn a lot of relevant computer knowledge, successfully complete the fault problems submitted by customers, do your own job well, and make great progress in work ability and social life.
In these two months, I made a summary of my mistakes in my work:
1, the more serious thing is to install the wrong system, but the lighter thing is to install the wrong machine to empty the recycling machine, which leads to little problem. What's more, the server used by the wrong customer is installed, which contains a lot of customer data. As a result, the customer lost a lot, and I feel guilty myself. How to solve the problem of installing the wrong system? First, I accidentally copied the wrong ip during the operation. Second, I misread the ip in the computer room. Third, because another ip that you are familiar with suddenly appeared in your mind, you kept thinking about this ip, which eventually led to an installation error. This can only be done carefully by yourself at ordinary times. It is best to confirm the ip before installing the system. Because I missed the installation before, after my careful operation, I have not made such a mistake for more than a month.
2, the system has been installed, everything is ready, but finally because of a subnet mask and a small mistake in the default gateway to get customers. , not only wasted their own time, but also wasted the time of customers, as well as the time to deal with the next failure. In short, this example must not be repeated in the future. My example is: for example 1 19. 147。 135。 Subnet mask 50 is 255. 128, but made it 255. 0, finally can't test the external network, then try to change the network cable, switch ports, call the network dimension to unseal, reinstall the network card driver, and finally try to connect the notebook. After all these results, I still can't get online. Finally, I personally saw that the subnet mask was set incorrectly, which had to lay the groundwork for my wasted time many times. However, after this mistake, I have never made such a mistake again, because I will never forget it when I often do it.
3. It is similar to the above point, except that the ip setting is wrong, such as 15 1. You set the ip of 10 to 152. 1 1 ip, of course, the result is that this server will report an error and say that there is an ip conflict. If another ip has just been started at this time, that is to say, there is an ip conflict, then the two computers will conflict, and the server that the customer is using will not be able to access the Internet and continue to restart. I did the same thing last time, and finally another server had to be restarted. It rarely happens, basically not. Luck and misfortune, I met ...
4. The mistake is to help the customer break the secret, help the customer break the secret, and then come down and reply that the customer's secret has been broken. Suddenly, Cao, I forgot to set the password for my client. As a result, of course, I can't set up this server remotely. Fortunately, this is just a small mistake. I just need to reset the password for the customer, but it wastes time, reduces work efficiency and makes me miserable.
5, that is, adding the wrong memory, not to mention, that is, the customer asked for 2g memory but added 4g memory himself, because he didn't see the memory label clearly and added it in a hurry. This result is nothing, just need to add it again, but it also gives itself a living hell. I made two mistakes, and I didn't make such mistakes again.
The above are basically the mistakes I made in the past two months, plus some small mistakes in my team and carelessness in my work. In short, I just need to be careful and efficient in the future.
In these two months of work and life, I have been doing my job wholeheartedly, fulfilling my job responsibilities and doing every task carefully. Of course, I also have some shortcomings in my work. I can't handle problems easily, my work experience needs to be improved, I don't know enough about relevant knowledge and technology, and my team ability to cooperate with colleagues needs to be strengthened. For these shortcomings, I will learn from my colleagues slowly and humbly in my future work, and strive to enrich myself so that the knowledge I have mastered can be applied to my work. Here, I would like to thank Ange and Jiege for testifying about my mistakes in my work.
As I just entered the workplace, some mistakes will inevitably occur in my work, which requires the criticism and supervision of my colleagues. However, these experiences have also made me mature, and I will consider various issues more comprehensively in the future. Compared with my old employee Ajie, there is a big gap between my work experience and ability. I should humbly ask my colleagues for help in order to enrich myself and improve myself.
During my two months in the company, I learned a lot and realized a lot. I am deeply proud and proud to see the good development momentum of the company. Therefore, I am more eager to achieve my goals, reflect my value and grow with the company. I will do my job with humility and full enthusiasm, create value for the company, and look forward to creating a better future with the company! Finally, thanks to Maoming Vocational and Technical College, I have met many mentors and friends in just three years, so that I can learn from the ocean of knowledge and improve myself constantly. Thank you for your hard work and guidance. Let's cheer up at work and find an exit.