Experience

Reliable Networks UK

• Technical Consultant

  • Oct 2016 - Present

  MSP looking after a wide range of customers involved in finance, law, media, leisure industry and retail. Microsoft gold partner concentrating on Windows 10, Office 365, Office 2016, Exchange, Active Directory, Migrating to Office 365, Terminal service.Help-desk applications: Connect Wise, Labtech, IT Glue, Bomgar. Virtualisation: VMWare, HyperV. Routers and switches: Draytek, Sonic wall, Cisco. TCP/IP, DNS, 3CX. Applications: Docusoft, Virtual cabinet. MSP looking after a wide range of customers involved in finance, law, media, leisure industry and retail. Microsoft gold partner concentrating on Windows 10, Office 365, Office 2016, Exchange, Active Directory, Migrating to Office 365, Terminal service.Help-desk applications: Connect Wise, Labtech, IT Glue, Bomgar. Virtualisation: VMWare, HyperV. Routers and switches: Draytek, Sonic wall, Cisco. TCP/IP, DNS, 3CX. Applications: Docusoft, Virtual cabinet.



INPS Ltd

• United Kingdom
• Business Consulting and Services

• Technical Specialist

  • Jan 2010 - Sep 2016

  •Providing 2nd line Technical support to GP clinical practices across Great Britain, Northern Ireland, Wales and Scotland. •Advised clients on the best course of action and provided step by step instructions for resolution.•Investigating and recording incidents with extreme impact on wider user community such as national network problems. •Often made single point of contact for practices with reoccurring problems (escalations).•Liaising with engineers, 3rd party software suppliers, developers, testers, account managers and Primary Care Trust representatives.•Writing queries in FoxPro to resolve database issues such as corruption or to search for records.•Supports for Windows XP, NT, Exchange, Server 2000 and 2003, windows 2008 as well as hosted manage servers via terminal services.•Active Directory: Creating, configuring and troubleshooting roaming profiles.•Microsoft Exchange: Creating and troubleshooting email accounts.•Remote access tools: Symantec PCAnywhere, RDP, VNC and terminal server sessions.•Network support LAN, WAN and hosted servers & manage servers.•Configured network clients with appropriate server information.•Investigating internal LAN incidents such as HUB and DNS problems as well as complete network failures.•VERITAS Backup: Investigating and resolving backup failures also Creating & Configuring backup processes.•Hardware configuration and troubleshooting in Network and local printers, scanners, PDA’s, Hubs, routers, UPS, backup tape drives and workstation

• Hardware Technical Specialist – Team Leader

  • Feb 2014 - Apr 2016

  •Manage, lead, monitor, mentor, coach and support the Service Desk Technicians to deliver quality support to end users.•Ensure that SLA's and KPI's are being met with a target first time fix rate of min 70% (team consistently hits 90%)•Manage/set targets and projects for each team/team member under my supervision.•Organise appropriate training programmes to ensure analysts are kept up to date with new technologies/software. •Running daily staff performances and queue time reports•Dealing with escalated site issues/complaints •Familiar with industry best practice methodology – ITIL for project management, implementation, standardization, documentation and operational handover

• Senior Analyst

  • Oct 2008 - Jan 2010

  •2nd point of contact with end users, Logging incidents across England & Northern Ireland GP practices.•Resolving on average 30 to 40 incidents a day with a first time fix rate of over 80%•Maintaining a high level of accuracy in written logs, along with prioritising incidents based on impact and urgency.•Maintaining breach & Warning logs for incoming calls.•Providing remote technical support to Hosted Manage Server sites, along with VM configuration and administration. •Performed basic diagnostic and recovery routines on network equipment.•Dialling into networks and taking control of workstations.•Diagnosed and carried out trouble shooting in order to resolve desktop hardware issues.•Checking postgres (sql) tables to ensure data is being displayed correctly



Virgin Media

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Sales Consultant

  • Feb 2007 - Nov 2007