Domains / Group Policy / DNS / DHCP / KMS
Migrations / Management / Backup / Performance Monitoring / Replication
Infortrend / Failover Clustering
Exchange: 2016/ 2013 / 2010 / 2007 / 2003
Office 365 / Gmail
Disaster Recovery / Backups / Restores
MDT / WDS/ RIS/ Symantec Ghost
Windows Server: 2012 / 2008 R2 / 2008 / 2003 / 2000
Windows: 10, 8, 7, Vista, XP, 2000, 98, 95, 3.1
HP & Netgear Switches / VLANs / TCP-IP
Ruckus / HP Pro Curve / BYOD / Radius
Smoothwall / Sonicwall / Microsoft TMG & ISA/ iBoss / Ericom Remote Access
Batch / Powershell / VBS / PHP / Python / HTML / CSS
70-411 - Administering Windows Server 2012 (Working Towards)
70-410 - Administering Windows Server 2012
70-270 - Installing, Configuring, and Administering XP
BTEC National Computing, Network and ICT Support
ICT: B, Science: B B, English: C C, Geography: C, DT: C, Maths: D
Effective Team Leader / Supervisor Workshop
Level 2 Award in Health & Safety in the Workplace
CSCS Card – Construction Skills Certification Scheme
Enhanced Criminal Records Bureau Disclosure (CRB Check)
Podcasting, Tech News, Bus Driving Experience, Web Site Design
Lead a team of 13 technical support engineers providing support for 100 schools and a few businesses, ensuring that the companies SLAs were met and customer service standards maintained. Ensured that the help desk (Manage Engine Service Desk) was completed correctly and that customers were getting the correct responses from the support team.
Created reports and metrics within the service desk to measure technician performance and the profitability of our customers support contracts. Based on these metrics I developed new strategies for faster and more efficient handling of calls, in part by ensuring each technician was assigned calls that matched their ability, and setting targets and goals for the technicians that where not performing.
Levels within the team varied so part of my role was training and guiding the less experienced members of the team to the correct solution ensuring they understood the solution and add that solution to the companies knowledge base both for future technicians and to confirm and understanding of the solution.
Provided the company's top level technical services for calls that needed escalation or required an urgent resolution or careful handing of the customer.
Third line Support
Was the final point of escalation for all calls in the help desk.
Installed multiple SAN and Microsoft Cluster solutions in large secondary schools supporting 5,000 devices. Ensuring that virtual machines would seamlessly migrated to another host in the event of a hardware failure. Optimised the SAN storage to ensure all the virtual machines met the performance needs of the school network.
Assisted in designing a new Active Directory, Group Policy and file server model to be used in all future school network installations. Was responsible for automating the installation of the new network infrastructure by scripting using Powershell.
Used Microsoft DPM and Hyper-V Replication to provide a disaster recovery solution for schools. Enabling them to have a functioning network within minutes of their core infrastructure going offline.
Performed complete Exchange migrations from 2003, 2007 and 2010 to 2013.
Managed the development and roll out of Windows 8 across multiple site migrating from XP and windows 7 and ensured that the company's group policy model was Windows 8 compliant.
Second line Support
Began managing a small team of people responsible for migrating schools and businesses from one Active Directory domain to a new one. My role had a focus on developing and improving the technical part of the network installation as well as putting in place processes for pre and post documentation of the network build. Ensured consistency across all new networks whilst tying to improve the speed in which the networks where installed.
MDT / WDS.First line Support
Provided both remote and on-site support. Improved my ability to logically troubleshoot a wide range of software, hardware, Audio Visual including interactive whiteboards and network cabling and patching problems. Whilst also learning and performing basic AD and group policy tasks.
Focused on giving good customer service, having a good relationship with the customers whilst remaining professional.
Installed, imaged and tested new devices using Symantec Ghost and later RIS.
Gained valuable skills covering for a cabling technician for the early part of this role. Running and terminating CAT5e.