IT Operations Engineer

• Feb 2022 - Present

Technical Support Engineer

• Aug 2021 - Feb 2022

LogRhythm Software is a world leader in NextGen SIEM. LogRhythm’s technology serves as the foundation for the world’s most modern enterprise security operations centres (SOCs), helping customers measurably secure their cloud, physical, and virtual infrastructures for both IT and OT environments. • Prioritise incidents based on impact and severity while ensuring SLA’s are met. • Identify, diagnose and resolve incidents and problem cases (Salesforce) relating to software and/or hardware challenges. • Talk customers through a series of actions, either via remote (WebEx/Teams) session, phone or email until the issue is resolved. Show less

Technical Support Engineer

• Dec 2017 - Jul 2021

To provide first-class technical expertise to customers who are experiencing technical issues with software products. Identifying hardware and software solutions. • Provide Technical support for PaperCut users via telephone, email, tickets and webchat (ZenDesk) • Troubleshooting customers simple/complex networks with multiple devices and mixed platforms (Windows, Mac, Linux) • Providing Print Server support, responsible for supporting or managing organizations where I managed printers, installed printers and troubleshooting issues with managed print queues. • Identified software bugs and faults, logging and escalating issues using out software development and QA processes. Show less

IT Manager

• Sep 2013 - Dec 2017

People Management Line Manager for ICT Technician including their induction, training and performance. Manage daily workload of IT Technician. System Management To identify, lead, manage and support the development of new and existing ICT systems, networks, equipment, and applications for the school to ensure the curricular and management needs of the school will continually be met. Responsible for the safe and efficient working of all laptops, classroom and office computers and devices Provided 3rd Line support on Infrastructure, Desktop and Mobile Devices - Active Directory, Group Policy, MDM. Managing the school’s network infrastructure, servers, workstations, laptops, iMacs, and iPads. Implement and monitor school’s practices for data protection, internet, and network use, security, VPN and patch management (GFI Languard) and offsite backups. Plan and implement installation of Apple and Windows PCs, printers, iPads, interactive whiteboards, projectors and other network and ICT devices. Administered, manage internet filtering, email filtering, and related monitoring systems. (Office 365 Admin & Exchange Admin) Responsible for all network security internal including anti-virus and anti-spam regimes. This includes Anti-virus rollout and maintenance (AVG). Managing and supporting the Ruckus wireless network, creating guest access wireless for events. Implement, manage and support digital signage systems (Sedao) in and around the school excluding content. Design, setup and administration of new intranet site (SharePoint 365) Device Management Configuration of Multiple MDM Products (Meraki/JAMF/MobileIron) for the management and support of mobile devices. Developed application distribution processes for Apple devices Smoothwall/Bloxx web filtering server implementation and rollout to all devices for pupils accessing devices at school and home. Implemented projects to further improve technology within the school. Show less

IT Support Technician

• May 2012 - Sep 2013

Provide 1st/2nd line desktop and server support. Responsible for all PC/Server hardware, tablets and classroom, whiteboards and peripherals. To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications. Responsible for patch management across all servers and staff devices. To assist all our users with any logged IT related incident when called upon. To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; To accurately record, update and document requests. To install and configure new IT equipment. To resolve incidents and upgrade different types of software and hardware To resolve incidents with printers, copiers and scanners To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner. Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation. To create, maintain and publish relevant support documentation in order to assist all staff/students in the quick resolution of their incidents and service requests and enable users to become more self-sufficient Show less

2nd Line Support Analyst

• May 2011 - Apr 2012

2nd line Support Analyst • Provide 2nd line support for Cofely users via telephone, email and online tickets. • Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction • Analysing and resolving IT hardware and software problems in a timely and accurate fashion • Resolve or escalate problems and service requests according to established procedures • Analysing user support statistics/data and recommending appropriate measures. • Troubleshoots hardware and software problems both server and workstation Show less

Backups and Security Administrator

• Aug 2009 - May 2011

• Identifying and investigating IT day to day security issues. • Managing security, storage, monitoring and server patching systems (Linux/Windows) • Daily server checks and monitoring of all systems • Backing up clients’ data providing monthly reporting. • Basic Firewall administration amended rules on Cisco Pix • Perform routine backups & archival of files to assist with disaster recovery. • Identifying and investigating IT day to day security issues. • Managing security, storage, monitoring and server patching systems (Linux/Windows) • Daily server checks and monitoring of all systems • Backing up clients’ data providing monthly reporting. • Basic Firewall administration amended rules on Cisco Pix • Perform routine backups & archival of files to assist with disaster recovery.

Systems Security Auditor

• Apr 2007 - Aug 2009

The evaluation, configuration, control and maintenance of Security Auditing tools•Liaison with the service provider regarding vulnerabilities, incidents and breaches, reported by Intrusion Detection, Network Access, Patch Management and Anti-Virus systems•Monitoring and analysing System Configuration, System Event and Security Event logs in line with the ISP and Control Framework•Analysing security monitoring reports to identify activity trends, security violations and potential misuse of the system•Analysing the privileged access logs for accuracy and completeness.•Investigating, coordinating, escalating and reporting issues identified•Providing regular operational reporting on activities and status•Producing statistical analysis, and reports•Assisting the Security Incident Administrator on technical aspects of Security Incidents and investigations•Maintaining appropriate contact with Technical Service Delivery Units on matters pertaining to Operational Security Show less

IT Security Administrator

• Apr 2006 - Nov 2007

• Authorisation for account creation and “privilege group” access management and control.• Authorisation for changes to Active Directory/ACE user accounts to group access• Revocation of account and return of key fobs including deletion and auditing of all redundant accounts for leavers • Maintaining records of all requests to support Internal and External Audit requirements • Periodic audit of VPN Access to identify redundant ACE and AD user accounts and security clearance issues• Maintaining appropriate contact with Technical Service Delivery Units on matters pertaining to Operational Security.• Reviewing and creating process documentation.• Providing statistical input and audit results for monthly Operational Security Report. Show less

Technical Support Analyst

• Apr 2006 - Mar 2007

• Resolving 2nd line support calls whilst liasing with support teams to see through to closure. Including assisting other systems staff with projects, desktop support and user support whilst providing good customer service to a diverse population of both internal and external customers. • Responsible for the creation of all new personnel user, email and intranet accounts. • Required to manage email, file sharing and group permissions, application and/or other systems and services as necessary. Systems include servers, workstations, printers and laptops. • Assists exchange administrator where necessary including, creation of exchange accounts, mailbox increases and assign access rights on Exchange server. • Provided 3rd line support for data backup for all sites and off site servers. This includes monitoring automatic backup routines, testing data integrity, data restores and off site storage of media. Maintain and verifies working backup system for all servers Show less

IT Support Analyst

• May 2005 - Mar 2006

• Providing 2nd level support for NTFS level permissions and responsible for infrastructure administration • Key role involves patch management ensuring all desktops and laptops on network are kept up-to-date with latest security patches and service packs. Testing all patches prior to despatching. • Responsibility to log, notify of security breaches whilst adhering and educating end users of company IT security policies. • Responsible for IT starter inductions for new staff and providing training sessions on Remote VPN access for all laptop users. • Adhering to backup procedures, checking backups daily and rotation of tapes ensuring backup servers have adequate quota of tapes and tapes are sent off site in timely fashion Show less

1st-2nd Line Technical Support Analyst

• Mar 2004 - May 2005

• Providing server support on Windows 2000, NT and XP. Our role is to investigate all issues such as DNS, DHCP, WINS, proxy issues and security concerns including virus updates. • Responsible for supporting SQL servers and ISA servers were running on site were configured and running accordingly • Providing server support on Windows 2000, NT and XP. Our role is to investigate all issues such as DNS, DHCP, WINS, proxy issues and security concerns including virus updates. • Responsible for supporting SQL servers and ISA servers were running on site were configured and running accordingly

Operations Analyst

• Aug 2002 - Mar 2004

• Responsible for remote VPN access for all users, ACE server administration and key fob distribution. • Revocation of account and return of key fobs including deletion and auditing of all redundant accounts for leavers • Responsible for remote VPN access for all users, ACE server administration and key fob distribution. • Revocation of account and return of key fobs including deletion and auditing of all redundant accounts for leavers

1st line Technical Support Analyst

• Sep 1999 - Jul 2002

• Perform 1st line support to all printer queries adhering to strict service level agreements within multi platform environment (Apple, NT, 98, 95, Novell, Unix and AS400). • Perform 1st line support to all printer queries adhering to strict service level agreements within multi platform environment (Apple, NT, 98, 95, Novell, Unix and AS400).

Helpdesk Administrator

• Sep 1998 - Sep 1999

Logging all technical calls Logging all technical calls