Technical Engineer

• Jun 2022 - Present

• Contribute to the development of a best-in-class Technical Services team• Respond to customer inquiries and assist in troubleshooting and resolving challenges• Create knowledge base materials dedicated towards operational efficiency while alsoempowering and enabling the developer community• Resolve customer service issues and skillfully manage complex customer problems• Manage customers expectations and experience in a way that results in high customersatisfaction• Provide guidance to other members of the Technical Services team where appropriate,including working towards targets and SLAs• Develop and maintain technical expertise in assigned areas of product functionality anduse that expertise effectively to help customers• Assist with the design and delivery of product and other technical training• Review support cases for technical and troubleshooting accuracy• Attend virtual meetings with clients to analyse, troubleshoot and diagnose problems• Take ownership of customer issues through resolution, being appreciative, adaptable,resourceful, and seeing the support experience from our customers’ point of view• Provide standard methodology advice while answering product and developer-orientedquestions

Senior Network Manager

• Nov 2021 - May 2022

Network Manager

• Apr 2019 - Nov 2021

· Line manage the schools ICT Support Team. · Provide technical guidance and support, where necessary/appropriate across the other Trust schools in Wolverhampton, in consultation with the Headteachers. · Management of the school’s curriculum and administration networks including Management Information Systems (MIS). · Produce training materials and assist in the continued training of staff in new features and innovations with in the MIS systems. · Advise all staff on current status of the schools IT systems and inform of planned outages and planned upgrades.· Identify future developments and upgrades the school’s ICT infrastructure. · Liaising with appropriate suppliers re: purchasing requirements and Licensing. · Manage MIS applications and user accounts. · Ensure data protection applications are current and within the requirements of the Act. · Responsibility for back-up systems and disaster contingencies as they affect the administration and curriculum networks. · Provide in-house training as appropriate to ICT Support Staff. · Arrange for the repair of hardware faults with outside agencies. · Liaison with appropriate outside agencies where appropriate. · Manage the installation of all new computer hardware including wireless, fibre optic, CAT5 networks and external projects, as required. · Manage and implement the installation of all new computer software as required, enabling the delivery of ICT to all curriculum areas. · Manage the day-to-day maintenance of the school’s computer systems, including:

Assistant Network Manager

• Jan 2018 - Apr 2019

- Built server systems and installed into racks.- Complete remote repairs involving software solutions and hardware repairs.- Design and implement networks in collaboration with project engineers.- Monitor system logs for all school computers and devices to maximize up time.- Upgrade and expand network systems and their components.- Document all server and network problems and other unusual events in detail.- Keep up-to-date on new developments in computer and network vulnerabilities, data hiding andencryption.- Troubleshoot and maintain all networking devices and infrastructure across the enterprise includingswitches, routers and firewalls.- Implement and maintain firewalls, series switches and security appliances.- Proven project implementation skills and experience.- Experience of working within a busy customer environment.- Ability to work logically, quickly and accurately.- Ability to deal with customers in a calm and controlled manner.- Comply with GDPR practices and technologies.

Senior IT Technician

• Jun 2016 - Jan 2018

To support the Network Manager with day to day duties, planning of development requirements and supporting the technical team with both duties and training needs.Overall role* To assist with the maintenance of the ICT infrastructure across all schools as required* To assist with the production and maintenance of accurate ICT asset registers for audit purposes* To identify future upgrades and developments to the schools ICT infrastructure* To provide ongoing training to staff and students in all aspects of ICT including E-safety* Maintaining and further improving the ICT provision* Effectively supporting the Network Manager* Ability to support and lead others within the team

IT School Technician

• Aug 2012 - Jun 2016

> Contributing to the provision of ICT throughout the school> Updating the equipment inventory> Undertaking the maintenance of ICT hardware> Ensuring effective integration of curriculum and administration systems to achieve maximum efficiency> Developing safe working practices> Keeping up to date with national and local developments in ICT> Working towards achieving and maintaining agreed standards of support> Installing and configuring new and existing IT equipment> Ensuring the correct disposal of damaged and un repairable equipment and that the school meets its recycling duties in line with current procedures.