Experience

Tradebyte

• Germany
• IT Services and IT Consulting
• 200 - 300 Employee

• Senior Support Engineer

  • Dec 2021 - Present

  Senior Support Engineer Senior Support Engineer



htec

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

• Automation Specialist

  • Aug 2020 - Dec 2021

  My role within this team involves writing scripts to automate processes used by the helpdesk and managing pilot phase rollouts and UAT.Many of the issues experienced by our customers could be circumvented with automatic procedures so my work in this role involved designing and writing several Powershell and SQL scripts that could be run by our helpdesk when a customer called in with specific issues. We also used monitoring tools such as Zabbix and Ninja RMM to monitor performance of customer devices in order to detect any hardware faults. This was installed to our entire estate so we could also use this software to monitor performance and remotely run any scripts on those devices.The procedures we would automate are things such as new software deployments and upgrades including any configuration changes required for these deployments.I would also generate documentation for all these scripts and procedures created by myself that would go into our Confluence knowledge base to detail what each of these scripts were used for and how to run it. Show less

• Technical Lead Analyst

  • Nov 2016 - Aug 2020

  In this role, I would perform DevOps fixes to ensure minimum downtime for our customers. These fixes would include management of all hardware, software, networking and anti-virus running on the site.In the case of the fault being due to a flaw in the software, I would need to investigate the issue to confirm it was a software fault, collect logs, document the process and log a Development Work Request in Jira, detailing what is at fault and under which circumstances the error occurs. This DWR would be assigned to a software developer and I would then be required to assist that developer with any queries or further information they may need. Once a software fault had been fixed, and a new version of software was released, I would be provided with the new version of software to perform thorough testing and confirm that the fault has been resolved and no new issues had been introduced. I would then liaise with the customer to arrange a pilot of the software and then communicate with them regularly over the next few weeks to address any concerns or faults they have.With this role, I was also the escalation point for any issue the thirdline technicians were unable to resolve. This would sometimes include training as I would also sit with individuals as they were working through difficult issues and advise on how best to progress and resolve the issue. Show less

• Third Line Support

  • Mar 2015 - Nov 2016

  Like my previous roles, this role included supporting hardware engineers for hardware repairs and replacements on site, taking some incoming calls and escalations from first and secondline technicians. New additions to the role of third line were supporting Hardware Installation engineers on new site installs and ownership of a site scheme. New site installs required us to liaise with Installation engineers to fully set up any new sites which involved supporting them installing the new hardware to site. Once the hardware was installed, we would need to configure the software as per the site’s needs. Ownership of a scheme made me responsible for all calls opened by any sites within that scheme. It would be my duty to assist any first or secondline technicians attempting to resolve calls within that scheme and to make sure those calls are resolved within the specified SLA.I would also be required to send weekly reports to the Head Office of my scheme to summarize the number of calls received and number of calls resolved. If any calls were resolved outside of the agreed SLA, I would need to compile a report as to the reason why. I would need to liaise with the scheme’s Head Office to make them aware of and get authorization for any rollouts of configuration changes, software upgrades or hardware upgrades. This would require a Pilot phase in which we trialled these changes on a handful of sites for a few weeks and upon successful completion of the pilot, I would need to arrange for a full scheme rollout. This would consist of documenting the process required to upgrade the software/hardware. This would then need to be approved by the Shift Manager who would then allocate people to assist with the upgrade of all sites within that scheme. Show less

• Second Line Support Analyst

  • Jan 2015 - Mar 2015

  After building up experience within the helpdesk I was promoted to Secondline technician. Alongwith my previous responsibilities as a firstline, with this role came added responsibility ofsupporting hardware engineers on site for repairing kit that was not working. If a fix was notattainable, a hardware replacement would be required. I also then took on escalations fromfirstline technicians that were beyond their scope of knowledge.

• First Line Support

  • Oct 2014 - Jan 2015

  Whilst working at Htec Ltd, I was employed as 1 st Line Helpdesk Support. The company dealswith general IT support and managing bespoke software solutions for the petrol forecourtindustry. My role during this time included taking all incoming support calls and then resolvingthem in a timely manner. Excellent customer service and time management skills were essentialin this environment. I would also be required to assess any calls beyond my capability tosupport and escalate as needed. Show less



Class Technology Solutions Ltd

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

• IT Support Specialist

  • Nov 2013 - Aug 2014

  While working for Class Technology, I was posted at a school in Hythe, called Applemore College. While there I was responsible for the daily maintenance and upkeep of the school’s network infrastructure. My responsibilities included: performing daily backups, managing user accounts, repairing damaged machines and equipment, installing new hardware for existing machines, running network cables, installing new computer suites, and researching and installing new software that could be of use in the school environment. I was also tasked with manning the school’s helpdesk and responding to logged calls in a timely and effective manner. I was also responsible for maintaining and updating the school’s website and Virtual Learning Environment. Due to the nature of working in a school environment, I have had experience in working with a very large user base and managing my time efficiently. Show less



Queensland Bakery Co.

• United Kingdom
• Food and Beverage Services
• 1 - 100 Employee

• Technical Assistant/Team Leader

  • Jul 2010 - Nov 2013

  As Technical Assistant I am responsible for the following tasks: Complaint Handling Stock Control Despatching Orders Product Manufacture Revising and updating Company Policies Induction for new employees Maintenance of both Personnel and Product Supplier records Provide training and refresher courses in Food Safety for employees Internal Audits As Technical Assistant I am responsible for the following tasks: Complaint Handling Stock Control Despatching Orders Product Manufacture Revising and updating Company Policies Induction for new employees Maintenance of both Personnel and Product Supplier records Provide training and refresher courses in Food Safety for employees Internal Audits



Corsica Marketing

• Southampton, United Kingdom

• Sales Executive

  • May 2009 - Nov 2009

  This job role was based on direct sales and marketing. The product we were marketing was the home telephone and broadband supplier Talk Talk. I would go out to a specific store and approach customers, attempting to get them to switch their provider to our client. Part of the job also included recruiting new staff and training those new staff in the field. This job role was based on direct sales and marketing. The product we were marketing was the home telephone and broadband supplier Talk Talk. I would go out to a specific store and approach customers, attempting to get them to switch their provider to our client. Part of the job also included recruiting new staff and training those new staff in the field.



SASD Trading

• IT Technician

  • Feb 2008 - Feb 2009