Network Engineer

• May 2022 - Present

Network Operations Center Engineer

• May 2019 - May 2022

Service Assurance Engineer

• Aug 2017 - May 2019

Support Engineer

• Apr 2017 - Jul 2017

Network Engineer

• Jul 2014 - Apr 2017

• Working providing support, configuration and delivering change request to business grade customers. • Supporting solutions – working directly with customers and 3rd party suppliers to ensure services are online and operational with the agreed SLAs. This also consists of taking part in the on-call rota. • Making network changes – amending configuration to core and access devices within the network. This sometimes includes customer premises equipment configuration changes. • Managing and installing network monitoring tools, including Nagios 3, Smokeping, Cacti and Observium both using VMware and AWS. • Managing DNS using BIND • Managing mail relay using EXIM 4. • Using mostly Debian and Ubuntu servers although occasionally working with CentOS and RHEL • Microsoft office 365 administration (internally) • PC hardware build, repair and deployment • Configured hosted PBX phone systems using Broadsoft Show less

Business Support Officer

• Jul 2011 - Aug 2013

• Currently working providing support, software testing and training to child protection specialists. • Supporting Windows XP & 7 machines, Alcatel-Lucent IP telephone system, Genesys call centre software and a number of bespoke software packages and databases. • Microsoft Dynamics system administrator. • Co-ordinated and managed software testing for new releases of bespoke software packages. • Tested software fixes in pre production environment to verify fixes had no negative impact on operation of bespoke software packages. • Suggested solutions and ideas for improvement and new services to improve inbound contact experience for service users. • Implemented and trained workarounds while fix is developed. • Supported users from all areas of the business from director level down. • Trained all users on all IT systems including creating documentation and presentations. Ensured that training was suitable for all learning styles. • Ongoing testing with individuals to make sure that training material worked and they learnt the subject matter. • Liaised with external IT providers to improve and streamline access requests. • Initial point of contact for all systems issues. • Managed relationship between IT team and end users. Show less

Technical Support Representative

• Jun 2009 - Jun 2011

• Working in a technical support environment providing phone based support to Zen customers. • Providing high level customer service along with high calibre technical knowledge/advice to customers. • Escalating faults internally and to external suppliers such as BT, applying experience to track faults through to resolution in a timely manner. • Pro-actively managing faults i.e. solving the original fault which the customer logged and performing additional checks to ensure that there are no other unresolved issues which the customer was unaware of (and which could cause issues at a later stage). Resolving/escalating these if necessary. • Responsible for the introduction of text messaging to customers to keep them updated on the course being taken to resolve their issue. • Supporting various DSL technologies at several levels; from home users to IT managers. • Demonstrating a strong knowledge of networking both wired and wireless (including subnetting, routed IP) and a good working knowledge of all commonly used operating systems. • Also providing support for hosting products, backup products and domains. • Training new team members, coaching and offering advice about problems and recommending diagnostic steps. • Contribute opinions and experience at all opportunities to help drive forward and develop new, improved procedures. • Zen prides itself on high level technical support and as such the technical support staff have to possess a high level knowledge of all of their products. • A good understanding of call centre hardware and technology. • Reporting problems to various levels of management at various technical levels. Show less

Technical Support Engineer

• May 2004 - Jun 2009

ID Technology provides completes security solutions (design, installation and maintenance) for large organisations including TK Maxx, Dixons Stores Group, Wilkinson, Mecca Bingo and Grosvenor Casinos. • Worked within the security division of ID (CCTV and tagging gates), reported directly to the Technical Director and assumed responsibility for supporting the security systems of the above organisations. • Provided 24/7 high level technical support over the phone to engineers and customers. • Developed solutions and systems to enhance the level of service provided (e.g. Virtual Secure Cage Solution.) • Responsible for network design for security systems. • Responsible for network configuration and implementation. • Repaired various computer, camera, and electronic equipment. • Designed, built, installed and maintained communication racks. • Supervised PC builds and performed quality control checks and tests. • Pre-commissioned CCTV systems to make them completely “plug ‘n’ play”. • Conducted evidence retrieval after any crimes had been committed and created backups. • Supporting access control systems using HID cards and readers. • Monitored stock levels of PC consumables and spares. • Responsible for managing, training and development of the apprentice engineer. • Trained junior members of staff, including responsible for two apprentices. • Recommended new systems to improve build quality and try to negate the possibility of mistakes. • Worked without supervision and to tight schedules. Show less