Experience

Virtual IT Limited

• United Kingdom
• IT Services and IT Consulting

• Team Leader

  • Oct 2017 - Present

  After Virtual IT took over Flint IT in Feb 2017, I officially became the Team Leader of the Dunstable team. Over that time the team has been re-organised from a flat structure, into 1st and 2nd Line teams. For a couple of years, the 1st Line team was re-located to the London office, as part of a single 1st Line function, but at the beginning of 2021, the new 1st Line team responsible for Dunstable customers was formed in the Laindon office.I have worked with the various teams within the London office of Virtual IT to make the integration of Flint IT as smooth and seamless as possible.I was a major part of the migration in 2018 of Dunstable's Autotask PSA ticketing system into London's instance, responsible for the Dunstable ticket history and customer base, ensuring we carried on working with no interruption to service.I had been responsible for the implementation and configuration of Dunstable's Autotask RMM solution, making heavy use of proactive monitoring to generate support tickets. I was involved with the migration of London's instance into our's, to ensure this configuration could be used across the whole company.I am the technical contact for our bigger Dunstable based customers, with many years of knowledge about their products and systems.I am currently responsible for the entire Dunstable desk, and directly manage the 2nd Line team based in the Dunstable office.



Flint IT - Great Service at a Fair Price

• Senior IT Support Technician

  • Oct 2014 - Sep 2017

  Providing telephone based or onsite technical support and project work for various customers, mainly in the small business sector. Keeping the customer up to date with progress on their issue through use of Autotask service desk ticketing system.Proactive monitoring of customer servers and key hardware to resolve issues before they impact the customer.Investigation and migration from GFI Hounddog to Autotask Endpoint Management (AEM) monitoring solutions, including the increased automation of alert based support tickets.Managing the Service Desk team and organising resourcing of the Service Desk and monitoring its performance. Mentoring role for apprentices.

• IT Support Technician

  • Oct 2013 - Sep 2014

  Providing telephone based or onsite technical support and project work for various customers, mainly in the small business sector. Keeping the customer up to date with progress on their issue through use of Autotask service desk ticketing system.Proactive monitoring of customer servers and key hardware to resolve issues before they impact the customer.Continuing to develop my skills in software and hardware solutions that I previously had no exposure to.



API Technologies Corp. (Cobham MAL Ltd) (C-MAC Aerospace)

• Senior Support Engineer

  • Nov 2011 - Jul 2012

  During my 25+ year career at API Technologies, my role evolved and introduced new challenges as the company restructured itself during mergers and divestitures.• Providing support for software and hardware issues to about 60 internal customers. Also providing local server support for about 20 Windows 2003/2008 servers.• User environment was Windows XP/Windows 7 with Office 2007• Migrated from Microsoft SCCM patching solution to WSUS, while maintaining patching and package update continuity and compliance.• Researched and then worked with support engineer from Great Yarmouth site to consolidate WSUS patching across both sites to facilitate management from single location.• Planned and carried out Active Directory domain rename on a tight timescale, with minimal impact to daily operation, to facilitate integration with Great Yarmouth C-MAC site.• Migration of company email from Cobham Exchange server onto new API Technologies Exchange server, including all client configuration.



Cobham MAL Ltd

• United Kingdom
• Business Consulting and Services

• Senior Support Engineer

  • Sep 2008 - Nov 2011

  • Provided support for software and hardware issues to about 100 internal customers. Also provided local server support for about 12 Windows 2000/2003 servers.• Building new Windows servers on VMware ESXi platform.• Software updates and package deployment and monitoring using Microsoft SCCM 2007.• Investigated and then lead seamless migration from Office 2003 to Office 2007.• Migration of roaming profiles to Windows 7 using Microsoft User State Migration Tool.• Monthly software audits performed and analysed, resulting in controlled software environment.• Developed and documented departmental operating procedures.• Developed, tested and documented disaster recovery procedures to recover or rebuild each of the servers.• Assisted with the email and active directory migration to Cobham infrastructure, while minimising operational impact.



Tyco Electronics UK Ltd M/A-COM Div

• Senior Support Engineer

  • Apr 2000 - Sep 2008

  • Provided support for software and hardware issues in the native language to about 180 internal customers, at 3 UK based sites and Munich, Milan and Rome sites.• Provided local server support in the native language for Windows 2000/2003 servers on all sites.• Managed daily server backup tasks using Backup Exec.• Planned and deployed transition from multiple Windows 2000 file servers to new Windows 2003 hardware with no interruption to daily operations.• Provided fully costed backup solution proposals based on current backup requirements and predicted future growth.• Lead project to define hardware and migrate data onto new isolated computer project room system for the engineering department, including documenting and getting external approval for all security requirements.• Worked with global SMS/SCCM team to develop and deploy application packages to agreed time-scales.• Analysed network printing costs, resulting in 15% printing cost reduction over 6 month period.• Investigated and deployed hard disc backup solution to protect critical networked and non-networked manufacturing computers.• Created laptop backup solution to ensure security of mobile users data. Solution still in place in MK and on other sites.• Introduced network monitoring tools to provide early warning of hardware, service or configuration issues. Alerts provided by email.



AMP of Great Britain Ltd M/A-COM Division

• Support Engineer

  • Apr 1996 - Apr 2000

  • Provided support for software and hardware issues in the native language to about 250 internal customers, at 3 UK based sites and Munich, Milan and Rome sites. This involved European travel to provide local support.• Provided local server support in the native language for NT 3.51/4.0 servers on all sites.• Provided point of contact for engineering department computer issues, liaising with US colleagues for problem resolution.• Migration of Lotus Smartsuite & cc:mail to Microsoft Office including Outlook.



M/A-COM Ltd

• Electronic Design Engineer

  • Aug 1986 - Apr 1996

  • Recruited as a Trainee Engineer with day release to study for HNC in Electronic Engineering.• Worked within the components engineering department to design, build and test prototype RF electronic components.• Computerised the repetitive testing for small quantity production.• Rewrote test software and migrated production test systems into a PC based environment; a configuration that remained in daily use for over 12 years.• Managed small network of engineering department HP-UX UNIX workstations, including internal training on Durst Graffy CAD package.