ICT Technician

• Dec 2017 - Present

Technical Support Engineer

• Sep 2009 - Nov 2017

Working in a busy office environment, supporting customer base of more than 250 sites around the globe. CELCAT develop Timetabling software for Universities and Colleges. The Software uses Microsoft Windows Server (2008, 2008R2, 2012 & 2012R2) Microsoft SQL (2012 & 2014) as its database server. Knowledge of how to install, implement and manage SQL Server, Windows Server, IIS and Windows Client OS’s is a must. This role has allowed me the opportunity to work on different projects not normally associated with Technical Support. For example, implementing different processes for a speedier and streamline delivery of software applications, implementing an end of life formulae and also researching and successfully implementing a Ticket tracking system, Kayako. Duties * First point of call for all software issues via the support website, phone and instant message chat * Logging faults and managing response times according to the relevant SLA * Diagnosing and resolving problems efficiently * Escalating any issues into software development where necessary; Planio * Liaising with Customers when software fixes are released * Install & Configure Onsite; Travel required to customer sites, UK Only * Remote Access Customer Care; CITRIX GoToAssist * Managing Software releases ready for customer access * Admin for the Software Help files Wiki; DokuWiki * Admin for the Customer Support(Kayako) and Customer Portal sites(Umbraco CMS) * Creating and maintaining knowledgebase articles; Kayako * Develop instructional videos; Camtasia, Audacity * Internal Desktop Support; PC builds, Account resets * Installing and configuring workstations Show less

Embedded Software Tester

• Nov 2008 - Apr 2009

Worked within the Embedded software team on the Line card.* Testing weekly builds, specific developer builds and also replicating any issues found within a customer's live network and also with any issues found within a new build.* Self learn Expect Scripting language. Something I had never come across previously. I managed to learn how to read and amend scripts, which furthered my progression in this role. Learning this was quite a challenge, as I had no assistance from those around me, but I enjoyed it all the same and was pleased with my accomplishments. Show less

Post Design Support Engineer

• Nov 2007 - Nov 2008

* Manning the help desk* Escalating any issues into either hardware or software development* Testing software upgrade solutions; Including using Linux* Reporting on any issues found in the test environment before role out* Travel to customer LAB sites to demonstrate the upgrade solution* Identifying and solving problems and logging them into the relevant databases

Technical Support Engineer

• 2003 - 2007

Everyday fault and customer support* Customer conformance testing of new software release or hardware* Writing technical procedures* Software upgrade rollout, which included night work for an extended period of time* Travel to Customer Test Labs/sites to demonstrate upgrade rollouts and for assistance in new project rollouts* Products based on Unix and Sun Solaris, also networking knowledge * Escalating faults to software engineering, liaising back to the customer

Network Support Engineer

• 2000 - 2003

Familiarity with CISCO Systems, Catalysts, Routers, Bridges, Including - Memory Upgrades* Working on a variety of Marconi Optical Products* Software upgrade rollouts on Marconi optical products* Providing training for all users* Proactive support for a Large UK Telecoms Provider on their DCN OSI Network* Daily monitoring and investigating of alarms and faults, configuration of network, updates when required* Travel between Company sites

Field Staff

• 2000 - 2000

While working as a contractor for Marconi I gained much needed experience as a stepping stone into the telecoms industry. Duties: * installation of Telecoms SDH equipment, including CCMC 4/1 cross connects, MSH 64, SMA 16; * Trib in fills and sync cables. * all facets of installation including reading of site drawings & diagrams, cable running, stripping of cables followed by the fitting of various connector types. * Installed the AC lighting for the racks and the –50V DC power to supply the racks. Show less

Electrician

• 1997 - 2000

* Domestic House rewiring * Commercial shop fitting * Travel to various sites around the country * Domestic House rewiring * Commercial shop fitting * Travel to various sites around the country

Electrician

• 1993 - 1997

* Domestic House rewiring * Commercial shop fitting * Travel to various sites around the country * Domestic House rewiring * Commercial shop fitting * Travel to various sites around the country