Experience

ReAssure

• United Kingdom
• Financial Services
• 700 & Above Employee

• Workplace Services Engineer

  • Apr 2015 - Present

  Workplace Services Engineer supporting BAU; engineering activities and delivering projects.The role covers supporting ReAssure Digital Workplace Services ensuring stability, performance and a scalable architecture.Providing best practice support and maintenance for Workplace Services platforms and supporting infrastructure including the delivery of the following:• Escalated on-call 24*7*365 support• Operational, initiative and project based activities• Capacity and availability management• System level performance management • Support technical design and implementation activities• Disaster recovery management/capability• Operating system and appliance hardening• Management and support of the email and messaging environment, including mobile technologies (Exchange 2010 – 2016, Exchange Online, Mimecast, MobileIron, InTune, Symantec Email Security Cloud, Cisco Ironport).• Management of Cloud based applications (Office365, Azure, AWS, Zscaler and McAfee Webgateway)• Management and support of the “Gold” desktop build and associated software, including application packaging (Configuration Manager, Citrix XenDesktop, XenApp, InTune)• Management and support of Virtualised desktop infrastructure and associated software (Citrix and vSphere). • Workstation Security (Windows Defender, McAfee EPO)• IT Analytics and Monitoring (SPLUNK, NexThink, ControlUp, SNOW Licence Manager)• Windows Patch Maintenance (Workstation Compliance, Testing and Deployment) Show less

• Senior Desktop Support Analyst

  • Dec 2010 - Mar 2015

  I joined AdminRe UK in 2010 providing front office desktop support to 700 users locally (further 1800 remotely supported) over a Windows XP / AD 2003 platform. Being a satellite site a back office support function was also carried out.In Dec 2011 I was promoted to site lead with line management of one member of staff in Norwich; later from Nov 2013 I also had line management for three further staff members at the Hitchin office.From Jan to Aug 2014 I acted as interim Desktop Team Leader following a restructure looking after a further 5 staff in Telford. I left the Desktop team in April 2015 after being successful in applying for a position within the Workplace Services team. The main focus of the role was to deliver high quality, efficient and compliant resolutions to IT incidents and Service Requests in-line with the objectives of the department for live production services. Ensuring team operates effectively and individuals perform their roles accurately and to agreed standards.• Conduct routine processes in-line with documented procedures• Work collaboratively with other teams• Manage communication with customers at all stages• Direct all services to business meeting expectations within SLA• Propose process improvements to reduce calls• Escalate risks and issues to management in a timely manner• Responsible for support knowledge management• Lead & present in team meetings and workshops• Lead the team to ensure Team operate effectively• Support for DR/BCP planning and testing as required • Act as a single point of contact for escalations • Produce business & technical knowledge documentation• Conduct high quality assurance control• Produce feedback to staff on areas of development• Effective coaching to develop skills of team • Pro-actively identify opportunities to strengthen controls • Assist in the design & implementation of the department operating model and strategy • Represent Desktop Support in technical or customer forums Show less



University of East Anglia

• United Kingdom
• Higher Education
• 700 & Above Employee

• Computer Suite Duty Operator

  • Apr 2008 - Dec 2010

  I joined the UEA Information Technology and Computing Services department in early April 2008 working as a Computer Suite Duty Operator. The roles I fulfilled within this post were:• Providing operational support for all systems in the Computer Suites including:• Checking data security, performing backups and restores in the event of• system failures and/or user requests.• Monitoring performance, including proactive checks on the operational• running of systems, maintaining usage figures and creating reports.• Monitoring Computer Suite power and cooling systems.• Investigating problems, resolving faults and providing general support, in• liaison with Systems Specialists when required.• Liaising with suppliers and arranging call-out for routine hardware problems.• Liaising with services staff to provide information on the status of services.• Ensuring that systems documentation is maintained.• Server hardware installation and decommissioning at the end of its life cycle.• Assisting with the delivery of training to Faculty-based support staff.• Keeping abreast of relevant technologies.• Working with the Head of the Computer Suite and/or Senior Computer Suite• Technician to develop, implement and monitor working standards and best practiceIn February 2009 I was seconded to an IT Development Post as part of the Sustainable ICT Service Provision Project but returned to this previous role April 2010. Show less

• IT Development Technician

  • Feb 2009 - Apr 2010

  In February 2009 I was seconded to the Sustainable ICT Service Provision Project which is a Joint Information Systems Committee (JISC) funded project. Within this project team I worked with two other team members as an IT Development Technician. This secondment ended April 1st 2010 after which I returned to my previous UEA job role. My role specifications as IT Development Technician were:• Working with system developers and suppliers to install, configure and support energy monitoring and management systems.• Testing of equipment and checking on integrity of data produced• Monitoring performance, including proactive checks on the operational running of systems, maintaining usage figures and creating reports.• Monitoring/measuring power consumption of Computer Suite, associated cooling systems and end-user computing pilots for this project. Extracting measurement data as required by project researchers.• Developing in-house documentation where required and ensuring maintenance of supplier documentation• Liaising with project workers involved in using data recorded by the systems• Train other staff in use of energy monitoring equipment and extraction of data• Configuring piloted end-user devices and deploying energy management policies for• Desktops:• Assist with selection and testing of low energy use end user computing devices for pilots• Liaise with desktop deployment teams to deploy selected devices for piloting• Assist with development and deployment of power management policies for desktops involved in the project• Systems and technical documentation for wider publication via the project web site• Under the guidance of system developers assist in development and implementation of a service virtualisation programme:• Configure and implement virtualisation software• Assist with virtualising services both for testing and live deployment• Train other staff in virtualisation processes and use of virtualisation software Show less



Cefas

• United Kingdom
• Government Administration
• 400 - 500 Employee

• Systems Support Officer

  • Sep 2004 - Apr 2008

  I worked at the Centre for Environment, Fisheries and Aquaculture Science in Lowestoft as a Systems Support Officer for 3 and half years. At the time CEFAS had an internal PC population of 700 and over 1000 customers internal and external. The Applied Technology department was made up of four departments Systems, Networks, Applications Development and Helpdesk. In the Systems team I worked within a group of five and overall the department had around 50 staff. My role involved a wide multitude of support functions focusing mainly on the following key areas: • Daily administration and monitoring of data backup systems (via Veritas Backup Exec, SQL Enterprise Manager and Windows Backup software), ensuring media is correctly stored and loaded according to current backup strategy to guarantee the security and integrity of data. • Administration of media library, asset and software licensing systems, maintenance renewals, hardware and software purchasing and procedures. • Assistance in the monitoring, support and configuration of server/desktop infrastructure ensuring the efficient and reliable operation of the server database systems. Current monitoring software includes Ecora, Audit Wizard, MOM and ELM. • Assist the Systems Managers to provide a technical support service to the Applied Technology Applications Team. • Assistance in the development and release of new applications via Citrix and maintain existing published applications. • Assistance in the management and configuration of the database development and applications environment. • Maintain and update systems documentation for disaster recovery, quality control (ISO9001) and business continuity of IT services. Show less