PERSONAL STATEMENT

Every day I discover productive ways to solve technical problems and meet managerial demands. I am an effective communicator within my team, and in front-line client support services. By engaging in training and exposing myself to complex systems, I strive to expand my skillset within technical support and networking services. I now seek a more senior role to develop my abilities further, and undertake new challenges in a dynamic and flourishing work environment.

SKILLS

  • Team Work and Enthusiasm – I form effective working relationships with colleagues at all levels, in order to complete team projects. I motivate and provide flexible support to my team members during times of stress.
  • Innovation and Analysis – I perform intuitive research into commercial practice, with an inquisitive approach to develop new procedure possibilities for my team. Also, I have consistently used initiative to implement and develop shared solutions and resources.
  • Project Management – I developed software and hardware user manuals aimed at staff with limited computer literacy. Also, I have created technical manuals for management auditing purposes.
  • Time Management and Organisation – I have managed 1st, 2nd to 3rd line support, with the inclusion of remote support, and organised theses into priority blocks depending on the required completion deadline.

TECHNICAL SKILLS BASE

  • Fundamental understanding of routing protocols such as IGRP, EIGRP, OSPF, IS-IS, BGP.
  • OSI/ TCP/IP conceptual model knowledge and trouble shooting.
  • WAN/LAN routing protocols.
  • Working knowledge of virtualisation technologies.
  • Understanding of AWS Cloud services.
  • Aruba and Cisco Meraki Wireless setup and deployment.
  • Software and OS packages knowledge including; Windows XP/Vista/7 and Apple Mac OS systems, Windows Server 2003 – 2012, Microsoft Office /2003/2007/2010/2013, Remote Access programs, Active Directory. Backup solutions and Security Programs, such as Antivirus.
  • Desktop/Server Build and configuration.
  • PC and Laptop Installations with client configurations.
  • Exchange 2007 – 2013 configuration.
  • Set-up and configuration of Office 365 E3.
  • Ubuntu server build and configuration.
  • Ubuntu and Windows administration.
  • Shell Scripting, including Bash and Python.
  • Juniper Firewall configuration.
  • Experienced Windows XP/Vista/7/Windows 8 support for 600+ users.
  • OSX Support for 10.4 – 10.10 up to 400+ users.
  • Prioritising ad-hoc support requests with minimal information given.
  • System Architecture
  • PRINCE2 and  ITIL concepts understanding
  • Learning CHEF and PUPPET

EMPLOYMENT HISTORY

June 2016 – Currently Held     Kinosis T/A Touch Surgery

Head of Infrastructure

  • Support the development of Server Infrastructure, including procurement, future-proofing and options development and appraisal.
  • Managing the operation of our Service Desk, Infrastructure and Network & Security systems.
  • Defining and meeting service levels for IT operations.
  • Managing the deployment, monitoring, maintenance, upgrade and support of all current IT systems, including operating systems, software applications and peripherals.
  • Ensuring infrastructure, applications and data are available and secure.
  • Accountable for infrastructure documentation and procedures.
  • Leading the development and implementation of IT policies and procedures in conjunction with the Information security standards .
  • Assisting with the delivery of internal and partner projects.
  • Assisting with the planning and implementation of the IT budget. Supporting financial aspects of the IT function, including purchasing, budgeting and budget review.
  • Training employees in best practice.
  • Maintaining/testing Disaster Recovery, Business Continuity and Incident Response plans.
  • Taking an active role in shaping our future IT environment.
  • Rollout of Zendesk for Marketing/Customer Success/Account management and IT.
  • Management of AWS environment of 20 plus EC2 instances which included a mix of Windows, Linux and Ubuntu operating systems.
  • Planning out HIPPA compliance
  • Implementation of IAM Systems such as OKTA
  • Managing CAPEX and OPEX budgets
  • Software licence management and control.

August 2015 – June 2016 Ensighten LTD

IT Support Engineer

  • Design, develop, plan and implement new network scheme for the London office, focusing on requirements of the current user base.
  • Migration of email platform from Colt web to Office365, and assist in the Migration of Ensighten email to Office365 E3.
  • Administration of ADFS in configuration with OKTA SSO.
  • Provide IT support to a rapidly growing office of about 70 local end users, 15 remote European users and ad-hoc support for 150 US users.
  • Provision and de-provision end-users’ computing hardware and software, including cloud-based applications, and licenses.
  • Support and train employees on various company used software productivity tools (email, calendar, SSO, chat, etc.).
  • Troubleshoot software/hardware issues for Mac/Windows computers, iOS/Android mobile devices to determine the appropriate resolution path.
  • Maintain current expertise and competency of relevant products, current security policies, and methods of support delivery.
  • Create and maintain documentation as it relates to system configuration, mapping, processes, and service records – as you create and collaborate on them.
  • Gauge the effectiveness and efficiency of existing systems; develop and implement strategies for improving or further leveraging these systems.
  • Perform cost-benefit and return on investment analyses for proposed systems to aid management in making implementation decisions.

March 2014 – August 2015 Ben Sherman, London

IT Network Support Analyst

  • Network installation/configuration, including Meraki Wireless Access point device setup.
  • Networking concepts (completed Cisco ICND training).
  • Liaise with infrastructure and security vendors for store set up.
  • Following SOX Compliance Procedures for auditing.
  • Meeting setup and configuration – Skype/Bluejeans – including troubleshooting.
  • Avayna Telephony configuration.
  • Mobile configuration and deployment.
  • Remote support to global users via Teamviewer.
  • Apple Mac deployment.
  • Store Networking Setup.
  • Single point of contact for supporting 120 Users.
  • Ticket System Landesk.
  • Hitachi unified storage configuration setup
  • Creating and updating troubleshooting documentation
  • Travelled to remote sites for support.

March 2012 – March 2014 Mimecast Ltd, London

1st / 2nd /Team Lead -Service Delivery Engineer

  • Global service delivery on Mimecast platform from start to end, for internal and external Mimecast clients.
  • Assisting Mimecast integration into the clients’ environment.
  • Delivering support via Email, Telephone and CRM systems, such as Netsuite.
  • Technical account relationship management to Mimecast partners and resellers.
  • Ensuring best practice configuration.
  • Engage clients and partners via online training modalities.
  • Create FAQ’s and customer help documentation.
  • Monitoring UK and International clients outside of office working hours.
  • Liaising with counterparts in International Mimecast offices.
  • Achieve SLA and customer satisfaction targets.
  • Organising work within a team of 7 engineers.
  • Providing adhoc support for the pre sales team.

August 2010 – March 2012       Profero Ltd, London

1st Line & Global Support

  • Providing support for users in the London and other global offices via web based ticketing system, Zendesk, and other communication platforms, such as Skype, Windows Live Messenger and Twitter.
  • Maintenance of core network services including: DNS, AD, LDAP, VLANs and Firewalls.
  • Management of three domain controllers.
  • Configure Windows 2008 and OSX Snow Leopard server.
  • Ubuntu ftp server administration.
  • Develop up-to-date Antivirus strategies for effective working.
  • Developed backup solutions for Mac users via Time Machine backup server.
  • Supporting Maconomy finance systems.
  • Remote administration, monitoring and reporting.
  • Training colleagues in technical environment.
  • User creation, user setup, and software and hardware auditing.
  • PC/Laptop imaging, building processes, and Blackberry and iPhone configuration.
  • Using cloud systems and technologies such as Mimecast, Windows Hyper-V and Azure.
  • Installation of business critical system software and supporting when users in need.
  • Managing small IS projects within Profero.
  • Provide out of hours support.
  • Support external clients using Diageo, FedEx, M&S & HTC.
  • Completed OXS 10.6/10.7 support training.

January 2010 – August 2010       Porsche Cars GB, Reading

1st Line Support Intern – Group Systems

  • 1st line support for incoming calls, emails and tickets into Porsche’s HEAT ticketing system for 450+ users.
  • 1st line contact with PIKS in Stuttgart on business system critical issues.
  • Remote monitoring of business-critical products and service levels utilising bespoke Porsche applications.
  • Providing IT related solutions, including OS/Software, Projector, Interactive Whiteboards and hardware maintenance.
  • Managed small projects including the refresh of hardware and updating refresh cycle.
  • Assisted team members with execution of local and global projects.
  • Responsible for projects assigned by the Group IT Manager.
  • Maintenance of all IT related equipment, such as visitor greeting display TV screen, network configuration and peripherals, hardware and software maintenance.
  • Creation of user manuals and guides.

EDUCATION

(2016) Studying two AWS certifications, Solutions Architect and Developer Associate

(2015) Studied CCNA Exam March 2015 (self-funded)

(2014) CompTia Network + (self-funded)

(2013) Object Orientated Programming with Java Part 1 (self funded)

(2011) Studied for the Microsoft Certified Technology Specialist (MCTS) certification

(2011) Studied for the Microsoft Certified IT Professional (MCITP) certification

2006 – 2009 University of Central Lancashire, Preston, PR1 2HE

BSC (Hons) Computing – GRADE: 2:1

Obtaining a degree was a life-changing academic achievement for myself. One particularly engaging aspect was understanding development methodologies, and how these are implemented into business operations.

PERSONAL INTERESTS

Fitness – MMA, Squash, Rugby (Prop), Cross-fit training

Reading commercially aware technology media

Organising social events

Travel