Experience

VIRTUS Data Centres

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

• BMS Engineer

  • Oct 2022 - Present



ESP Global Services

• United Kingdom
• IT Services and IT Consulting
• 300 - 400 Employee

• IT Analyst

  • Sep 2021 - Oct 2022



Interxion

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

• Customer Support Technician

  • Nov 2020 - Sep 2021

  Alarms monitoring Analyst on GCAP (Group Critical Alarm Platform) as reported from local Building Management Systems across various Data Centre in Europe. Alarms monitoring Analyst on GCAP (Group Critical Alarm Platform) as reported from local Building Management Systems across various Data Centre in Europe.



Abrax Computers

• London, United Kingdom

• Customer Support Specialist

  • Oct 2018 - Sep 2020

  • Provide guidance and training on use of products • Contribute to process management files and improvements • Liaise with customers and management at all levels • Provide guidance and training on use of products • Contribute to process management files and improvements • Liaise with customers and management at all levels



Equinix

• United States
• Internet Publishing
• 700 & Above Employee

• Global Service Desk Shift Lead, Incident Management Specialist

  • Jun 2014 - Apr 2018

  • Responsible for providing high quality and rapid support to all Equinix customers. • Support Customer Operations and Sales teams on communication issues when required • Act as first line Customer Support efficiently within Service level agreements and objectives • Log, Monitor and Manage Incidents/Calls/Tickets. • Process requirements in Systems Maximo, Remedy, ServiceNow, Siebel & Portal • Support data entry on all Sales and Operations related systems as necessary • Provide Customer support and on-boarding for the Equinix Portal • Monitor and progress all Customer orders through the booking process • Ensure all system issues are communicated to Central Ops Support for resolution



DRS Computers

• London

• IT Technical Support Engineer

  • Oct 2010 - Jun 2014

  Advise a customer based client portfolio via email and telephone. As part of the 2nd level support team I also provide solution to issues raised by the 1st line team. Advise a customer based client portfolio via email and telephone. As part of the 2nd level support team I also provide solution to issues raised by the 1st line team.



Thales Digital Identity and Security (ex Gemalto)

• France
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Services Engineer

  • Jan 2007 - Oct 2010

  Advise and provide support to global customers, developers and product managers on issues related to Safenet software protection Right Management implementing solutions. • Provide email and telephone post sales support of rights management products. • Provide speedy and satisfactory solutions to global, technical customer support requests. • Provide Pre Sales support when required • As part of the 2nd level support team, provide solutions on issues escalated by the 1st line team.



Genesys

• United States
• Software Development
• 700 & Above Employee

• Technical Support Analyst(EMEA)

  • Apr 2004 - Dec 2006

  Maintain customer incident tracking system in(SIEBEL) with new incidents updates and resolutions; information include business impact, symptoms, frequency, diagnosis, actions and all relevant data. •Research and determine nature of customer issues even in areas outside of Genesys products •Look to provide initial resolution through existing product document and release notes solutions Maintain customer incident tracking system in(SIEBEL) with new incidents updates and resolutions; information include business impact, symptoms, frequency, diagnosis, actions and all relevant data. •Research and determine nature of customer issues even in areas outside of Genesys products •Look to provide initial resolution through existing product document and release notes solutions