Experience

SAS Global Communications

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

• • Aug 2021 - Present

  As a NOC Duty Manager, SAS managed services provide you with a single point of contact for the management and support of your entire network infrastructure. With our 24/7 network operations center (NOC) based in the UK, we take responsibility for the availability of your carrier network services, hardware support and the performance and delivery of your cloud or premises-based applications.

• • Jan 2020 - Feb 2022



Updata Infrastructure

• Telecommunications
• 1 - 100 Employee

• 24/7 NOC Engineer

  • May 2018 - Jan 2020

  • Be the first point of contact for our customers when they log a fault via the phone, email or on our fault reporting system (Remedy), carrying out initial diagnostics and look to resolve 95+% of all faults and requests. • Part of a team working on a large-scale project to provide management, maintenance and fault resolution for Transport for London’s London Underground WAN, LAN and WiFi infrastructure across the TfL estate. • Actively monitor the networks using the network monitoring system Solarwinds and Cisco Prime. • Configure and troubleshoot faults on Switches, Routers and Wireless Access Points including Wireless Lan Controllers. • Provide support, remote diagnostics and configurations for our field engineers including circuit checks. • Setup configurations for new installations and carry out of hours changes like IOS upgrades. Assisting the Transformation team in planning and commissioning new equipment, including the placement, removal and installation of networking equipment. • Liaise with 3rd party engineers/SMC’s to work towards fault resolution. • Ensure that the customer is kept informed of the progress of the fault and the system is kept updated regularly, whilst working within strict SLA’s to provide our customers with a timely resolution. Show less


Macro 4
• United Kingdom
• Software Development
• 1 - 100 Employee
• Application Support Analyst

  • Feb 2017 - May 2018


British Airways

• United Kingdom
• Airlines and Aviation
• 700 & Above Employee

• Technical Support Analyst

  • Sep 2006 - Nov 2016

  • 24/7 support of British Airways applications and hardware including Windows servers, Unix/Linux servers and Mainframes • Responding to operational critical incidents in a professional and urgent manner to minimize operation disruption. • Working within a team to maximize proficient monitoring and proactively respond to alerts before they impacted customers. • Assist networking team with any application-based networking issue, including switch and router management and configurations. • Managed change in a professional manner mitigating any disruption. • Identified and solved technical issues with a variety of diagnostic tools. • Assisted customers 24 hours a day, all around the world • Resolved customer issues in a clear, courteous and straightforward manner. • Demonstrated professionalism and courtesy with customers at all times. • Following up with clients to ensure optimal customer satisfaction Show less