Solutions Consultant - EMEA

• Aug 2023 - Present

Infrastructure Engineer

• Oct 2022 - Aug 2023

Senior Support Engineer (3rd Line)

• Jun 2021 - Sep 2022

Lead Infrastructure Engineer

• Jan 2021 - Jun 2021

responsibilities include infrastructure management/enhancements (Virtualization, storage, networking, Server/systems administration, backups and recovery), managing/monitoring end to end multi-layered security (web, email, endpoint, network, firewall and data), identifying/implementing new projects that fall within business requirements and managing workloads for members of the IT department and standing in for the IT manager when required.

Senior IT Engineer

• Nov 2017 - Jan 2021

Service Desk Consultant

• Mar 2017 - Aug 2017

Accurately log incidents and ensure all relevant data is captured whilst logging the incident. • Respond to incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements • Keeping Customers informed on request status and progress. • Adhering to Incident management procedures. • Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary. • Ensure all open incidents assigned to team are updated daily. • Provide First Time Fixes for incidents where possible. • Work with Senior Technical Consultants to develop greater understanding of issues and resolutions. • Keeping up to date with the current standard procedures. • Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan. • Provide a point of technical escalation and expertise. • Escalate potential service issues initially with Team Leader/Service Desk Manager/Service Delivery Manager • Escalate potential problem issues with Problem and Incident Management. • Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork. • Recommend and deploy changes via the change management process when required. • Provide technical assistance to on-going projects when required. Show less

Customer experience - technical support

• Oct 2016 - Apr 2017

1st/2nd line support analyst

• Nov 2014 - Sep 2016

Marsh & McLennan Companies Role: first/Second line support analyst Responsibilities: • Proactively managing workloads via calls logged or emails received and maintaining SLA’s successfully. • Actively searching and updated processes within the service desk to keep knowledge bases up to date. • Working with support teams and colleagues to maintain positive working relationships. • Positively seek collaborative working opportunities to benefit from the knowledge management DB. • Liaise with all configuration owners and process owners seeking to drive better services for the end user. • Installing and configuring computer systems using different build technologies. • Perform routine backups & archival of files to assist with disaster recovery. • Escalating and identify any critical issues. • Analysing user support statistics/data and recommending appropriate measures. • Following procedures/checklists and updating support documentation. • Writing progress and statistical reports for supervisors and managers. Show less

1st line analyst

• Aug 2013 - Nov 2014

Role: first line support analyst Responsibilities: § Answering calls professionally and efficiently, § Resolving customer issues at first point of call, § Actioning incoming ilogs and emails, § Managing First Level Networks and Escalations and Priority one tickets § Run reports on the Sev 1 tickets for Nationwide’s retail network, organize joint meetings and conference calls for support teams § Researching required information using available resources, § Following up customer calls and keeping them updated on the status of their tickets, § Completing call logs for each call within the call logging system, § Assisting new members of staff and picking up trends, § Using ITSM/ITSP Remedy / Remote assistance and keeping up to date with Microsoft packages, § Handing over to the night shift staff by completing the out of hours handover, § Logging overflow calls for other contracts during busy periods. Show less