Experience

Eloquent Technologies Limited

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Service Delivery Manager

  • Mar 2023 - Present

• 3rd Line Service Desk Consultant

  • Jun 2022 - Mar 2023



CTS

• United Kingdom
• IT Services and IT Consulting
• 100 - 200 Employee

• Deputy Service Desk Manager

  • Jan 2022 - Jun 2022

  Daresbury, England, United Kingdom Responsible for managing the 1st an 2nd line Sevice Desk Engineers in the North.

• 2nd Line Team Leader

  • May 2021 - Jun 2022

• 3rd Line Engineer

  • Sep 2019 - May 2021

  Warrington, United Kingdom

• 2nd Line Engineer

  • Dec 2018 - Sep 2019

  Daresbury, Cheshire, United Kingdom



NCO Group

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• IT Service Desk Manager

  • Nov 2017 - Dec 2018

  Preston, United Kingdom • Service Desk ticketing system management and Identify repeated issues; • Work with the IS Manager, Systems and Network Administrators as well as the Dev Team to ensure maximum uptime on all systems, networks and services; • Provide reporting and analysis for tickets and projects and to suggest ways in which customer outcomes can be improved; • Management of potentially high impact network affecting situations in conjunction with Head of IT and Infrastructure… Show more • Service Desk ticketing system management and Identify repeated issues; • Work with the IS Manager, Systems and Network Administrators as well as the Dev Team to ensure maximum uptime on all systems, networks and services; • Provide reporting and analysis for tickets and projects and to suggest ways in which customer outcomes can be improved; • Management of potentially high impact network affecting situations in conjunction with Head of IT and Infrastructure Managers; • Management of Incidents that have impact to the business; • Change committee member responsible for reviewing any technical change to prevent any downtime for the business; • Creation of email accounts, Distribution lists and permissions set up on Exchange Server 2010; • GPO creation and update of existent policies; • Folder Security permissions set up; • Backup monitoring and management using Backup EXEC and VEAM; • Volume snapshots using NIMBLE SAN; • Server creation, maintenance and monitoring using VMWARE; • Terminal Server and RDS server session access management; • Deployment of application on RDS environments; • RDS Pool server management; • Remote support using multiple applications;

• IT Service desk Team Leader

  • Jan 2016 - Nov 2017

  Preston, United Kingdom • Escalation of any 1st line tickets, calls or emails; • GPO creation and update of existing policies; • Creation of AD users, security groups and Distribution users; • Email and Distribution list creation; • Folder, mailbox and user permissions set up; • Desktop and Laptop OS installation and configuration; • VMWare server creation and maintenance; • Nimble SAN storage Snapshot management, including creation\restoring volume snapshots; • Logging, investigating and… Show more • Escalation of any 1st line tickets, calls or emails; • GPO creation and update of existing policies; • Creation of AD users, security groups and Distribution users; • Email and Distribution list creation; • Folder, mailbox and user permissions set up; • Desktop and Laptop OS installation and configuration; • VMWare server creation and maintenance; • Nimble SAN storage Snapshot management, including creation\restoring volume snapshots; • Logging, investigating and resolving technical incidents and change requests; • Documentation to a professional standard of processes relating to the role; • Act as backup for existing Sys Admin and Network Admin roles; • Responsible for the monthly release/update of the main Business application;



Imerja Limited

• United Kingdom
• Computer and Network Security

• ISOC Operator

  • Aug 2015 - Jan 2016

  Bolton, United Kingdom • Provide initial support ticket logging against customer contracts • Own and provide 1st line technical support to a wide range of customers • Maintain intelligent management of utilised Third Party Maintainers / Vendors • Work closely with all appropriate engineering levels, both internal and external to drive speedy and professional resolution • Drive SLA (Service Level Agreement) compliance • Identify repeat issue and initiate problem management • Maintain ticket ownership… Show more • Provide initial support ticket logging against customer contracts • Own and provide 1st line technical support to a wide range of customers • Maintain intelligent management of utilised Third Party Maintainers / Vendors • Work closely with all appropriate engineering levels, both internal and external to drive speedy and professional resolution • Drive SLA (Service Level Agreement) compliance • Identify repeat issue and initiate problem management • Maintain ticket ownership and follow through to resolution • Provide regular feedback based on ticket priority to all appropriate parties • Update appropriate case management systems to ensure a professional, customer facing, fault resolution audit trail • Sustain a working knowledge of supporting users on both Microsoft OS systems and networking / security devices (Cisco, Juniper, Extreme and Share Point) Show less



NCO Group

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• 1st/2nd Line IT Engineer

  • Apr 2014 - Aug 2015

  Preston, Reino Unido Logging, investigating and resolving technical issues and change requests as first and second line support. Installation and configuration of hardware, software and infrastructure where appropriate. Management of potentially high impact network affecting situations in conjunction with Service Centre and Infrastructure Managers. Documentation to a professional standard of processes relating to the role Dealing with internal customers and related technical issues in an effective and… Show more Logging, investigating and resolving technical issues and change requests as first and second line support. Installation and configuration of hardware, software and infrastructure where appropriate. Management of potentially high impact network affecting situations in conjunction with Service Centre and Infrastructure Managers. Documentation to a professional standard of processes relating to the role Dealing with internal customers and related technical issues in an effective and professional manner Transfer Files using secure methods between the company and company clients Process company and client files using company systems.

• Account Representative

  • Jun 2012 - Mar 2014

  Preston, Reino Unido Managing and supporting customer accounts from AT&T. Manage all aspects and provide Finance and Legal Support to customers. Provide support to Service Managers and Sales Managers regarding the accounts. Collection Activities on Business Customers.



Portugal Telecom

• Portugal
• Telecommunications
• 700 & Above Employee

• Team Leader Assistant

  • Feb 2009 - Aug 2011

  Lisbon,Portugal Managing and supporting a team of 21 operators. Management of the core network, collective technical faults and support to field technicians through emails, telephone and SMS In depth understanding of how a telecommunications company is organised and respective aims and objectives for its success Provide technical support in a company focused on telecommunication services such as internet, Internet Protocol TV; voice/Voice over Internet Protocol through copper and fibber… Show more Managing and supporting a team of 21 operators. Management of the core network, collective technical faults and support to field technicians through emails, telephone and SMS In depth understanding of how a telecommunications company is organised and respective aims and objectives for its success Provide technical support in a company focused on telecommunication services such as internet, Internet Protocol TV; voice/Voice over Internet Protocol through copper and fibber (ISP - ADSL - IP – VOIP– IPTV) Configuration and maintenance of DSLAMs, Alcatel, Lucent, Siemens, Huawei, PTInovação; Diagnosis and treatment of ADSL and IPTV trouble tickets. Remote assistance to field engineers. ADSL traffic monitoring, IGMP traffic monitoring. Creation of VLAN connectivity tests, tests / level configuration of the MPLS network and BBRAS. Show less



EIsa

• IT Technician

  • May 2008 - Feb 2009

  Lisbon, Portugal • Provide Support to Windows Server 2003 Server; • Provide Support to Windows XP and Vista; • Delivers, tags, sets up, and assists in the configuration of end-user PC desktop hardware, software and peripherals; • Diagnoses and resolves end-user network or local printer problems, PC hardware problems and Internet, dial-in, VPN configuration and local-area network access problems; • Performs minor desktop hardware repair for PC computer equipment and peripherals that are… Show more • Provide Support to Windows Server 2003 Server; • Provide Support to Windows XP and Vista; • Delivers, tags, sets up, and assists in the configuration of end-user PC desktop hardware, software and peripherals; • Diagnoses and resolves end-user network or local printer problems, PC hardware problems and Internet, dial-in, VPN configuration and local-area network access problems; • Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements; • Provide technical software, hardware, and network support in a company focused on POS software; • Performing question/problem diagnosis and guiding users through step-by-step solutions; • Clearly communicate technical solutions in a user-friendly, professional manner; • Provide one-by-one end-user training as needed; Show less