Cloud Services Team Lead

• May 2022 - Present

Operations Team Leader

• Jun 2018 - Present

Responsible for driving automation, integration and reporting improvements across the business. Improve efficiency and accuracy in common processes by standardising & implementing automation. Manage the company's data assets, providing analysis and insight on areas of interest.Automating manual & error-prone tasks such as, - user and virtual machine provisioning & decommissioning, - billing process for a large multi-tenanted Exchange environment - gathering contextual information on monitoring alerts for our Service Desk, to improve MTTRUsing scripting languages like PowerShell and Python, low-code tools such as Zapier, Azure Logic Apps, Salesforce Flows, and Azure API Management.Improving the visibility of key Service Desk and Engineering metrics across teams, by producing reporting assets in PowerBI and SSRS, developing ETL scripts and SQL databases to extract and centralize our data.Improving security, development & deployment experience by configuring CI/CD processes to manage & deploy scripts and internal applications, using Gitlab CI/CD, Azure DevOps, and Azure Pipelines.Manage monitoring systems and processes, for thousands of Windows, Linux and network devices, using PagerDuty, Nagios, CheckMK, ElasticSearch (ELK), and PRTGMaintain & develop internal applications, including - A multi-tenanted client reporting portal - Add-ins to our ticketing system to improve process adherence - Custom APIs for an accounting system - Web app for visualizing assets in our datacentresUsing technologies including ASP.NET Core, Vue.js, Node.js, and SQLActing as Technical Account Manager to some of OneNet's largest clients, providing technical guidance for the client environment, escalation point for major projects and incidents, and building relationships with stakeholders in the business.Leading a team of up to 5 direct reports, providing coaching and technical mentorship, and being involved in the hiring and review process for engineers. Show less

Systems Engineer

• Sep 2015 - Jun 2018

Design, architect and support the Citrix EUC platform serving thousands of daily users. Provide Level 3 support for major incidents. Lead the EUC team in ongoing improvement and service of the EUC environment.Design & build multiple single- and multi-tenant Citrix XenApp (6.5, 7, CVAD 1912) and Microsoft RDS environments, and lead onboarding of clients onto this platform.Implement new standardization policies for application deployment and update using Microsoft App-V 5, Citrix Published Apps, and software deployment tools like PDQ Deploy.Design and implement complex multi-tenant Office 365 integration strategies, migration from on-premise to private, public and hybrid cloud environments.Administer Office 365 and Active Directory environments using Group Policy and IntuneDesign & deploy NetScaler ADC & SD-WAN products, integrating with Azure MFA and other SAML identity providers.Automate the regular image update and restart of multiple client EUC environments using PowerShell and Citrix APIs.Lead a team of up to 5 engineers in managing the EUC environment by assisting with prioritization, technical escalation, and ongoing coaching. Show less

Service Desk Analyst

• Mar 2013 - Sep 2015

Provide level 1 and 2 support via phone and email, to managed services clients. Provide project support to senior engineers, and technical assistance for Account Managers on new business and cross sell opportunities.- Triage support calls from level 1 to level 2, and liaise with senior engineers to assist resolving major incidents- Administer, provision and troubleshoot managed service environments including Exchange 2010-2016, SharePoint 2003-2013, CRM 2013-2016 & Dynamics 365, System Centre VMM 2016-2019, Windows Server 2003-2019, Windows XP-Windows 10, and Ubuntu servers. Show less

Project Coordinator

• Apr 2012 - Feb 2013

Client Support Representative

• Dec 2011 - May 2012