Senior Desktop Engineer

• Oct 2023 - Present

EMEA Operations Team Lead

• Apr 2022 - Oct 2023

Support and manage the day-to-day tasks of the EMEA Operations team which support offices within 6 Countries. The main tasks I oversee are ensuring SLAs are met within our helpdesk ticketing (Jira) and chat (Slack) systems, and that our internal customers receive a quick response and resolution. Make sure there is adequate cover during business hours, and that rotation is in place to cover work.Asset software management and audit, ensuring all hardware is checked out to users and correctly recorded for audit purposes. Hardware budgeting and forecasting requirements for each Quarter and Yearly total. This cover's expected head count for the year along with hardware refresh policy on existing equipment within the company. Sourcing of equipment from multiple vendors and building relations with main manufacturers of hardware.Lead and project manage large tasks or projects. Such as relocating an office from the first stage of searching for a suitable office site, comparing the cost and advantages between serviced and leased office space. Then involving the various team required to move into a new office, ensuring its progressing along the expected time frame and budget.Key Administrative support through various forms of services;- Apple MDM through Jamf- Okta- Google Workspace - Slack- Jira - Zoom both end user and Zoom room support- Teams- Netbox- Active Directory Show less

Operations IT Hardware Engineer

• Oct 2016 - Apr 2022

Within Datto Operations team as a hardware engineer, I was largely responsible for providing technical support within our EMEA Office's which at the time ended up totalling 8 office's. A key part of this included looking after the facilities and infrastructure at each location. Over time as the company expanded so did our physical footprint, I assisted and managed numerous projects which involved moving serviced and managed office's. This ranged from both the physical setup of the office layout, to working with our network infrastructure team to setup the comms or IDF rooms. Whilst they provided any needed support remotely whilst i was onsite installing firewalls, switches, patch panels and access switches. Within my time at Datto so far i have been part of setting up or moving office's internationally 8 times. Within the EMEA region Datto managed their own data centre which fell under my responsibilities of supporting. This also included a full data centre move to a new site, from Portsmouth to Slough. This was achieved with zero downtime for our customers, along with zero data loss. We cover day to day data centre tasks, along with expanding our footprint. We regularly install new cabs and devices each month, along with running our Datto Roundtrip operations team. Key responsibility of this is ensuring critical customer data is uploaded efficiently to the Datto cloud. With supporting and managing employee’s hardware, each year we would review the standards with each team's director to ensure we are meeting expectations. Whilst deploying hardware we had to keep a very detailed tracking and audit of our hardware of what people had. This we regularly audited and checked. Another responsibility was building Datto's Siris devices, along with shipping these both domestically and internationally dealing with different countries customs. Continued growth during this period resulted with expanding to a new warehouse that would support international shipping. Show less

Technical Support Engineer

• Sep 2015 - Oct 2016

- Providing 24/7 Support across both Windows and linux solutions, assisting customers during downtime to aid in getting there resources up and running as soon as possible - Assisting with and maintaining customer solutions.- Liaising with other technical departments to support customer solutions.- Helping with server setup/ configuration and support.- Assisting in keeping the datacentre facilities operational 24/7.

Provisioning Engineer Apprentice

• Sep 2014 - Sep 2015

- Windows Server Configuration, ensuring the correct Server roles and features were setup and delivered to customer expectations and order sheet- Redhat Enterprise server setup, all packages installed to customer order and setup of backup agent- Building servers to suit the physical needs of the environment, This was typically all HP hardware. - Ceasing of cancelled services, removing physical servers and firewalls from the datacentre.- Ceasing and freeing up resources on public and private cloud platforms.- Ensuring ceased equipment such as HDDs are securely wiped of all data and passedtesting before restocking.- Audit managed cabs- Installation of network cables both copper and fibre optic, setting up patch panels.- Installation of power cables and feeds for new racks.- Assisting with customer needs on site.- Managing deliveries to and from the site. Show less