Partner

• Nov 2021 - Present

Senior Support Engineer

• Dec 2020 - Nov 2021

Support Engineer

• Aug 2019 - Dec 2020

MSP Projects Engineer

• Aug 2015 - Dec 2020

IS support - Hosting and Unified Comms regional SME

• Aug 2013 - Jul 2015

08/13 – Present: SKM/Jacobs - Australia (IS Support Analyst) (Hosting and Unified Comms SME) • Deskside and remote support of all Desktop Hardware within the SKM/Jacobs WinTel enterprises. • VMware Service Manager call management and reporting. • Data backup monitoring and configuration using Avamar and HP Data Protect. • SCCM – Operating system deployment, USMT, Software releases and client troubleshooting/reporting. • Hosting Services Subject Matter Expert for Western Australia… Show more 08/13 – Present: SKM/Jacobs - Australia (IS Support Analyst) (Hosting and Unified Comms SME) • Deskside and remote support of all Desktop Hardware within the SKM/Jacobs WinTel enterprises. • VMware Service Manager call management and reporting. • Data backup monitoring and configuration using Avamar and HP Data Protect. • SCCM – Operating system deployment, USMT, Software releases and client troubleshooting/reporting. • Hosting Services Subject Matter Expert for Western Australia – o Server monitoring tools Zabbix o MS Windows Server 2003-2008 troubleshooting o VMware Vsphere for virtual server monitoring, server power management o HP DRAC management, ILO, performance monitoring o Server decommissioning, Power outage management, Environment ownership • Unified Comms Subject Matter Expert for Western Australia o Cisco IP Telephony, Voicemail and MS Communicator integration. o Network connectivity and outage troubleshooting o Data cable patch realignment, Network Monitoring (Solarwinds) • SCCM – Operating system deployment, USMT, Software releases and client troubleshooting/reporting. • Exchange configuration on Apple, Andriod and Windows mobile devices and tablets. • Mobile telephony changes, new phone accounts, new sim cards. • Troubleshoot Cisco VPN software for remote connections • Asset management audits • Creating project IT setups for corporate project joint ventures, access to 3rd party VPN, printing, data. • Regular documentation creation using Sharepoint team site. Show less 08/13 – Present: SKM/Jacobs - Australia (IS Support Analyst) (Hosting and Unified Comms SME) • Deskside and remote support of all Desktop Hardware within the SKM/Jacobs WinTel enterprises. • VMware Service Manager call management and reporting. • Data backup monitoring and configuration using Avamar and HP Data Protect. • SCCM – Operating system deployment, USMT, Software releases and client troubleshooting/reporting. • Hosting Services Subject Matter Expert for Western Australia… Show more 08/13 – Present: SKM/Jacobs - Australia (IS Support Analyst) (Hosting and Unified Comms SME) • Deskside and remote support of all Desktop Hardware within the SKM/Jacobs WinTel enterprises. • VMware Service Manager call management and reporting. • Data backup monitoring and configuration using Avamar and HP Data Protect. • SCCM – Operating system deployment, USMT, Software releases and client troubleshooting/reporting. • Hosting Services Subject Matter Expert for Western Australia – o Server monitoring tools Zabbix o MS Windows Server 2003-2008 troubleshooting o VMware Vsphere for virtual server monitoring, server power management o HP DRAC management, ILO, performance monitoring o Server decommissioning, Power outage management, Environment ownership • Unified Comms Subject Matter Expert for Western Australia o Cisco IP Telephony, Voicemail and MS Communicator integration. o Network connectivity and outage troubleshooting o Data cable patch realignment, Network Monitoring (Solarwinds) • SCCM – Operating system deployment, USMT, Software releases and client troubleshooting/reporting. • Exchange configuration on Apple, Andriod and Windows mobile devices and tablets. • Mobile telephony changes, new phone accounts, new sim cards. • Troubleshoot Cisco VPN software for remote connections • Asset management audits • Creating project IT setups for corporate project joint ventures, access to 3rd party VPN, printing, data. • Regular documentation creation using Sharepoint team site. Show less

2nd Line Support Analyst

• Dec 2011 - Jun 2013

12/11 – 06/13: Babcock International Group (2nd Line Support Analyst) • Support of all Desktop Hardware within the Babcock UK enterprises. • Remedy call managing software – Incidents, Service Requests, Change Requests, Problem Incidents • Blackberry Enterprise Server account maintenance – Creating, Deleting, Modifying accounts • GOOD Mobile mail for Apple/HTC Device maintenance • SCCM Remote tools troubleshooting with SCCM Software rollouts, OS Deployment • Bitlocker Drive… Show more 12/11 – 06/13: Babcock International Group (2nd Line Support Analyst) • Support of all Desktop Hardware within the Babcock UK enterprises. • Remedy call managing software – Incidents, Service Requests, Change Requests, Problem Incidents • Blackberry Enterprise Server account maintenance – Creating, Deleting, Modifying accounts • GOOD Mobile mail for Apple/HTC Device maintenance • SCCM Remote tools troubleshooting with SCCM Software rollouts, OS Deployment • Bitlocker Drive encryption • Creating 2nd line support Sharepoint location and knowledgebase articles • Major team player in Project Picasso desktop migration to Windows 7. (Included visiting several sites and troubleshooting local issues. • Remote support and client side • UK SC Security Cleared Show less 12/11 – 06/13: Babcock International Group (2nd Line Support Analyst) • Support of all Desktop Hardware within the Babcock UK enterprises. • Remedy call managing software – Incidents, Service Requests, Change Requests, Problem Incidents • Blackberry Enterprise Server account maintenance – Creating, Deleting, Modifying accounts • GOOD Mobile mail for Apple/HTC Device maintenance • SCCM Remote tools troubleshooting with SCCM Software rollouts, OS Deployment • Bitlocker Drive… Show more 12/11 – 06/13: Babcock International Group (2nd Line Support Analyst) • Support of all Desktop Hardware within the Babcock UK enterprises. • Remedy call managing software – Incidents, Service Requests, Change Requests, Problem Incidents • Blackberry Enterprise Server account maintenance – Creating, Deleting, Modifying accounts • GOOD Mobile mail for Apple/HTC Device maintenance • SCCM Remote tools troubleshooting with SCCM Software rollouts, OS Deployment • Bitlocker Drive encryption • Creating 2nd line support Sharepoint location and knowledgebase articles • Major team player in Project Picasso desktop migration to Windows 7. (Included visiting several sites and troubleshooting local issues. • Remote support and client side • UK SC Security Cleared Show less

3rd Line Support Analyst

• Jul 2010 - Dec 2011

08/11 – 12/11 Connells Group (Project - Windows 7 Rollout SCCM administrator) • Main technical lead for SCCM rollout of Windows 7 to the Surveyors side of the Connells Enterprise • Adapted Operating System images to include base build software packages and updates. • Ran migration through task sequence’s and advertised packages. • Management migration plan of inplace upgrades and out of box bare metal builds to the same base image. • Created and Maintained technical documentation… Show more 08/11 – 12/11 Connells Group (Project - Windows 7 Rollout SCCM administrator) • Main technical lead for SCCM rollout of Windows 7 to the Surveyors side of the Connells Enterprise • Adapted Operating System images to include base build software packages and updates. • Ran migration through task sequence’s and advertised packages. • Management migration plan of inplace upgrades and out of box bare metal builds to the same base image. • Created and Maintained technical documentation for use of the rollout engineers • Created necessary collections, packages and advertisements to future proof the new machines. • Project was managed from home as I had moved house to a different county. Worked from home with weekly visits to head office. 07/10 – 12/11 Connells Group (3rd Line Infrastructure Support and Network Administration) • Support of Windows Server 2000, 2003 and 2008 infrastructure • Hewlett Packard infrastructure including Blade servers, Backup disk libraries and standard rack mounted servers. • Backup monitoring, configuration, restores and troubleshooting (DPM, DFS, BackupExec) • Webfiltering using Webroot and SurfControl for policy amendments and web usage monitoring • HP 460c Blade builds with Windows 2008 Terminal Server configurations • MS System Centre Virtual Machine Manager- Virtual Machine configuration changes and setup. • Configuring disk space amendments using HP Storage Management Utility. • Changes to MS System Centre Threat Management Gateway– Additions and creation of computer sets & IP ranges for external access to internal resources. • Big Brother Server Monitoring – Disk Space/CPU Usage/Services/Connection • Basic MS System Centre Configuration Manager setup and configuration for OS deployment. • Regular Microsoft Server Patching • Creating branch server domain controllers, promotions and DHCP scope configurations (Server and Router based DHCP) • Maintaining/Troubleshooting Connells Cisco networking infrastructure Show less 08/11 – 12/11 Connells Group (Project - Windows 7 Rollout SCCM administrator) • Main technical lead for SCCM rollout of Windows 7 to the Surveyors side of the Connells Enterprise • Adapted Operating System images to include base build software packages and updates. • Ran migration through task sequence’s and advertised packages. • Management migration plan of inplace upgrades and out of box bare metal builds to the same base image. • Created and Maintained technical documentation… Show more 08/11 – 12/11 Connells Group (Project - Windows 7 Rollout SCCM administrator) • Main technical lead for SCCM rollout of Windows 7 to the Surveyors side of the Connells Enterprise • Adapted Operating System images to include base build software packages and updates. • Ran migration through task sequence’s and advertised packages. • Management migration plan of inplace upgrades and out of box bare metal builds to the same base image. • Created and Maintained technical documentation for use of the rollout engineers • Created necessary collections, packages and advertisements to future proof the new machines. • Project was managed from home as I had moved house to a different county. Worked from home with weekly visits to head office. 07/10 – 12/11 Connells Group (3rd Line Infrastructure Support and Network Administration) • Support of Windows Server 2000, 2003 and 2008 infrastructure • Hewlett Packard infrastructure including Blade servers, Backup disk libraries and standard rack mounted servers. • Backup monitoring, configuration, restores and troubleshooting (DPM, DFS, BackupExec) • Webfiltering using Webroot and SurfControl for policy amendments and web usage monitoring • HP 460c Blade builds with Windows 2008 Terminal Server configurations • MS System Centre Virtual Machine Manager- Virtual Machine configuration changes and setup. • Configuring disk space amendments using HP Storage Management Utility. • Changes to MS System Centre Threat Management Gateway– Additions and creation of computer sets & IP ranges for external access to internal resources. • Big Brother Server Monitoring – Disk Space/CPU Usage/Services/Connection • Basic MS System Centre Configuration Manager setup and configuration for OS deployment. • Regular Microsoft Server Patching • Creating branch server domain controllers, promotions and DHCP scope configurations (Server and Router based DHCP) • Maintaining/Troubleshooting Connells Cisco networking infrastructure Show less

Deskside Support Analyst

• Feb 2005 - Jul 2010

11/09 – 07/10 - Deskside Support Analyst- Affinion International Travel (Relocation) • Major project swapping the RCI network to Affinion. Incorporating, AD Config, Network cabling, PC Builds, Software installs both Manual and Automatic. • Hitchhiker and Galileo configuration, installation and troubleshooting and maintenance • Regular Tasks including – Daily backups, Monthly Server Patching, Regular SMS desktop patching • Port Control - Mcafee Intelli Admin - Safeboot Laptop… Show more 11/09 – 07/10 - Deskside Support Analyst- Affinion International Travel (Relocation) • Major project swapping the RCI network to Affinion. Incorporating, AD Config, Network cabling, PC Builds, Software installs both Manual and Automatic. • Hitchhiker and Galileo configuration, installation and troubleshooting and maintenance • Regular Tasks including – Daily backups, Monthly Server Patching, Regular SMS desktop patching • Port Control - Mcafee Intelli Admin - Safeboot Laptop Encryption • Audit complience - PCI, SOX, ISO27001 • Payaway and JDEdwards Troubleshooting • TravelConnect troubleshooting and maintenance • Affinion Travel Intranet development • AD and Exchange account configuration, maintenance and troubleshooting • Implementing Affinion core policies and procedures for password resets, leavers, call logging etc • On site contact for 3rd line Support teams.

Promotion to Senior Deskside Support Analyst

• Jul 2008 - Nov 2009

Promotion from 2nd Line Support to Senior Support Often in temporary charge of Portsmouth Helpdesk at Affinion International Created Meeting Rooms Webpage for information on Conference Room facilities for both UK Sites Portsmouth Helpdesk lead on expansion project which included building a 54 seat Contact Centre. Included leading the team with PC Builds, Call Recording and Network Realigning. Audit complience - PCI, SOX, ISO27001

nd Line Desk side Support Analyst

• Feb 2007 - Nov 2009

Win 2003 Server - Static assigning of IP addresses using DHCP Networks and server issues. Configured 2 temporary switches for an expansion project File backups using remote login and automated backup procedures: Arcserve Setting up and troubleshooting VPN client installs and access. Recreated the Portsmouth IT Intranet pages Server setup and admin tasks. Played a major role in permission realigning and migration project Major Projects - Portsmouth Data Centre Build and… Show more Win 2003 Server - Static assigning of IP addresses using DHCP Networks and server issues. Configured 2 temporary switches for an expansion project File backups using remote login and automated backup procedures: Arcserve Setting up and troubleshooting VPN client installs and access. Recreated the Portsmouth IT Intranet pages Server setup and admin tasks. Played a major role in permission realigning and migration project Major Projects - Portsmouth Data Centre Build and Expansion - Portsmouth Expansion Pt2 - Data Server aligning & migration- Migration from Supportworks to Remedy call logging software Played a major part in the Disaster recovery planning and testing.

Desktop Support Analyst

• Feb 2001 - Jan 2006

Trained and confident in the use of Support Works 7.0 - Siebel 7.7 usage and administration - Avaya Site Administrator - Active Directory- All MS packages Using Supportworks to log and assign calls to the relevant analyst assigning priorities and making sure communication and fixes are in line with the specified prioritisation. Amending user's access rights - NTFS permissions and setting up new user accounts. Setting up Siebel and network accounts Qpulse, Supportworks, Cifas user… Show more Trained and confident in the use of Support Works 7.0 - Siebel 7.7 usage and administration - Avaya Site Administrator - Active Directory- All MS packages Using Supportworks to log and assign calls to the relevant analyst assigning priorities and making sure communication and fixes are in line with the specified prioritisation. Amending user's access rights - NTFS permissions and setting up new user accounts. Setting up Siebel and network accounts Qpulse, Supportworks, Cifas user administration Dealing with problems with printers, workstation applications, telecoms Involved in Major Projects - Cork Office Decommission - Cims Germany Office

Deskside Support Analyst

• Nov 2007 - Jan 2009

Major project swapping the RCI network to Affinion. Incorporating, AD Config, Network cabling, PC Builds, Software installs both Manual and Automatic. Hitchhiker configuration, installation and troubleshooting and maintenance Galileo configuration, installation, troubleshooting and maintenance Regular Tasks including - Daily backups, Monthly Server Patching, Regular SMS desktop patching Port Control - Mcafee Intelli Admin Safeboot Laptop Encryption Audit complience - PCI, SOX,… Show more Major project swapping the RCI network to Affinion. Incorporating, AD Config, Network cabling, PC Builds, Software installs both Manual and Automatic. Hitchhiker configuration, installation and troubleshooting and maintenance Galileo configuration, installation, troubleshooting and maintenance Regular Tasks including - Daily backups, Monthly Server Patching, Regular SMS desktop patching Port Control - Mcafee Intelli Admin Safeboot Laptop Encryption Audit complience - PCI, SOX, ISO27001 Payaway and JDEdwards Troubleshooting TravelConnect troubleshooting and maintenance Affinion Travel Intranet development AD and Exchange Initial configuration, account configuration, maintenance and troubleshooting WinSCP file transfer software installation and troubleshooting Implementing Affinion core policies and procedures for password resets, leavers, call logging etc Show less Major project swapping the RCI network to Affinion. Incorporating, AD Config, Network cabling, PC Builds, Software installs both Manual and Automatic. Hitchhiker configuration, installation and troubleshooting and maintenance Galileo configuration, installation, troubleshooting and maintenance Regular Tasks including - Daily backups, Monthly Server Patching, Regular SMS desktop patching Port Control - Mcafee Intelli Admin Safeboot Laptop Encryption Audit complience - PCI, SOX,… Show more Major project swapping the RCI network to Affinion. Incorporating, AD Config, Network cabling, PC Builds, Software installs both Manual and Automatic. Hitchhiker configuration, installation and troubleshooting and maintenance Galileo configuration, installation, troubleshooting and maintenance Regular Tasks including - Daily backups, Monthly Server Patching, Regular SMS desktop patching Port Control - Mcafee Intelli Admin Safeboot Laptop Encryption Audit complience - PCI, SOX, ISO27001 Payaway and JDEdwards Troubleshooting TravelConnect troubleshooting and maintenance Affinion Travel Intranet development AD and Exchange Initial configuration, account configuration, maintenance and troubleshooting WinSCP file transfer software installation and troubleshooting Implementing Affinion core policies and procedures for password resets, leavers, call logging etc Show less

rd Line Infrastructure Analyst/Network Admin

• Jan 2007 - Jun 2008

Branch Domain Controller and member server builds-Windows Server 2k, 2k3, 2k8 Infrastructure Building HP 460c Blade servers and configuring Terminal Services settings DHCP Scope Administration and Configuration both windows and router Maintenance and Administration of Web Filtering systems and policies (Webroot and Surf Control) Backup Exec, DPM, DFS and Veritas Backup installations, administration and restores. Cisco network Routers and Firewalls troubleshooting and… Show more Branch Domain Controller and member server builds-Windows Server 2k, 2k3, 2k8 Infrastructure Building HP 460c Blade servers and configuring Terminal Services settings DHCP Scope Administration and Configuration both windows and router Maintenance and Administration of Web Filtering systems and policies (Webroot and Surf Control) Backup Exec, DPM, DFS and Veritas Backup installations, administration and restores. Cisco network Routers and Firewalls troubleshooting and configuration Basic Microsoft Forefront Threat Management Gateway configurations Configuring new branch openings Create IP Addressing Scheme Replication Partners Configuration of branch router and build site and server for implementation DHCP Scopes and AD Configuration, Domain Controller promotion Server and networking device monitoring Configuring Firewalls with ACL's and routes for proxy bypass websites. Dealing with call escalations from 2nd line Show less Branch Domain Controller and member server builds-Windows Server 2k, 2k3, 2k8 Infrastructure Building HP 460c Blade servers and configuring Terminal Services settings DHCP Scope Administration and Configuration both windows and router Maintenance and Administration of Web Filtering systems and policies (Webroot and Surf Control) Backup Exec, DPM, DFS and Veritas Backup installations, administration and restores. Cisco network Routers and Firewalls troubleshooting and… Show more Branch Domain Controller and member server builds-Windows Server 2k, 2k3, 2k8 Infrastructure Building HP 460c Blade servers and configuring Terminal Services settings DHCP Scope Administration and Configuration both windows and router Maintenance and Administration of Web Filtering systems and policies (Webroot and Surf Control) Backup Exec, DPM, DFS and Veritas Backup installations, administration and restores. Cisco network Routers and Firewalls troubleshooting and configuration Basic Microsoft Forefront Threat Management Gateway configurations Configuring new branch openings Create IP Addressing Scheme Replication Partners Configuration of branch router and build site and server for implementation DHCP Scopes and AD Configuration, Domain Controller promotion Server and networking device monitoring Configuring Firewalls with ACL's and routes for proxy bypass websites. Dealing with call escalations from 2nd line Show less