Sean Gibson
Operations bridge analyst at ACCESS LLP- Claim this Profile
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English Native or bilingual proficiency
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Bio
Credentials
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SQA SCQF 6 Diploma in ICT and Telecommunication Professional
QA LtdNov, 2013- Nov, 2024
Experience
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ACCESS LLP
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United Kingdom
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IT Services and IT Consulting
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1 - 100 Employee
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Operations bridge analyst
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Nov 2015 - Present
As an operations bridge team member I carry out many tasks. Our main focus is to provide 24/7 customer support (service desk duties) & to monitor the whole of Glasgow City Councils network through the use of network monitoring tools.While providing out of hours service desk support I will also carry out call control and monitoring. This is done through the use of BMC remedy. I am responsible for selecting team members and engineers to assign network related requests and incidents too. Daily duties as an operations bridge analyst include: the monitoring of quarantined emails. It is then judged if these should be released or not(systems used for releasing and monitoring quarantined emails include mimesweeper & triton). Carrying out telephony tasks using cisco call manager and cisco unity voicemail. These may include the creation of line/hunt groups, editing names on phones, enabling phones for extension mobility & the resetting of voicemail passwords. Other daily duties may include the setting up of devices on cisco ACS servers to allow authenticated use of wireless AP's in education estates.Throughout the working day I will constantly monitor network sites - investigating any abnormal usage or traffic. The system used is solarwinds, I will also add and update any sites on solarwinds that are not up-to-date or not on the system. This allows for future monitoring and diagnostics/reports to be carried out on any switches/routers on site. Daily monitoring & fault controlling is a main aspect of my role in the operations bridge. This relies on the monitoring of multiple mailboxes, the monitoring of incident and request stacks, assigning incidents & requests to engineers/team members and contacting & dealing with 3rd part support (Vodafone, BT etc.). As the operations bridge also carry out out of hours support we are handed control of incident management within ACCESS. This in turn requires good knowledge of the incident management process and dealing with OOH managers. Show less
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Level 1 analyst
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Apr 2013 - Nov 2015
As a member of the ACCESS service desk, It was my responsibilities in this role to be main & first point of contact for all Glasgow City Council + ALEO’s IT incidents and requests. While carrying out fixes at first point of contact at all possibilities. This was SLA orientated & also involved the proactive monitoring of the help desk mailbox, call volumes and the use of BMC Remedy to manage calls to the point of resolution.(Incidents & requests would be managed and monitored when resolved at first point of contact or when passed to resolved groups and third parties). This also included dealing with high severity incidents (incident management processes), involving monitoring, tracking & resolving while adhering to incident managers processes, ensuring SLA targets are met while keeping customers informed.While working on the ACCESS at various times i was responsible for providing training, guidance and assistance where possible to other members of the service desk attributing towards personal objectives and other co-workers objectives and improving performance and also the creation of documents (guides, notes), updates to wiki knowledge base both which will further assist team members and future team member. (e.g. in training purposes). The service desk provides support for many applications, including all Microsoft office office based applications & operating systems. Microsoft configuration management console (SCCM) was primarily used to carry out remote support & install/remove software from machines (previously Altiris NS and DS was used for these tasks) Active directory was used to carry out password resets & the modification of any account permissions/issues.Support was also provided for various hardware issues, this included desktop machines, laptops, hybrid tablets, plotters,Xerox MFD's, various printers and blackberry phones. Show less
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QA Ltd
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United Kingdom
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Higher Education
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700 & Above Employee
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Apprenticeship
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Oct 2012 - Apr 2014
IT professional apprenticeship - This was carried out while employed at ACCESS. During the course of this apprenticeship I undertook training courses on windows 7 configuration & Cisco networking. This was before completing the apprenticeship and progressing to a full time member of staff at ACCESS. IT professional apprenticeship - This was carried out while employed at ACCESS. During the course of this apprenticeship I undertook training courses on windows 7 configuration & Cisco networking. This was before completing the apprenticeship and progressing to a full time member of staff at ACCESS.
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Education
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2006 - 2012
King's Park secondary school
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