Experience

SAS Global Communications

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

• NOC Duty Manager

  • Feb 2016 - Present

• Team Lead (SD 1st Line)

  • Aug 2015 - Feb 2016

  Team Lead for Service Desk 1st Line incorporating 1st line tasks, mentoring of 1st line enginereers, escalation point and support / cover for NOC Duty Managers.

• NOC 1st Line Enginner

  • May 2011 - Aug 2015

  Responsible for proactively monitoring Networks, logging calls regarding Network issues, resolving where possible and escalating if needed, communicating via telephone with supported clients at regular intervals in accordance with SLAs.



Paymaster Generals Office / Equiniti

• Service Desk Analyst

  • Feb 2002 - Feb 2011

  The role involved: • Logging calls via telephone & Email according to Itil procedures & timescales. • Distinguishing between incidents and service requests and allocating accordingly. • Updating, chasing and checking resolved calls. • Checking SOD & EOD procedures. • Creating new starters and e-mail accounts via exchange server & AD. • Creating additional mailboxes and allocating permissions as appropriate. • Add, amend and delete permissions to drives; shares; folders as appropriate. • Checking server backups and logging/resolving failures as appropriate tape retrieval & dispatch. Show less

• Programmer / User Support

  • Feb 1991 - Feb 2002

  • Programming on line functions for In-house Pensions Admin System (OPUS) • Testing of OPUS functions prior to release. • User support of OPUS once system went live

• Pension Administrator

  • 1986 - 1991

  • Pension Administration. • Dealing with pensioners enquiries either by phone or mail. • Deputy Leader of training section responsible for 6 staff. This section was one of two responsible for the training of new entrants in the division.