Built DevOps principals into our MSP workflows with a key focus on iteratively improving the reliability of our Windows-centric IT platform, ensuring confidentiality, integrity and availability of business-critical systems and data for our clients and ourselves.• Created PowerBI Dashboards from SQL and REST API data sources for monitoring Service Desk, Patch Deployment and Security metrics• Drove the development of, and regularly contributed to the knowledge base; from incident resolution steps to deep level infrastructure documentation. Initially using a combination of KB Publisher, Word documents, Wiki’s and Sphinx, later migrating to IT Glue• Designed, built and maintained effective performance and reliability monitoring solutions using Managed Workplace, Prometheus and Grafana; giving us heightened visibility of the health of our IT platform. This included predictive analysis for failure events and proactive resolution of alert conditions• Built, deployed and maintained 100+ virtual machines running in a clustered Hyper-V environment• Designed, built and deployed patch testing and release schedules, ensuring tested, non-breaking patches were deployed to all client sites within 1 week of release• Routine management and resolution of service incidents & problem management, providing infrastructure and application support to improve our service• Automated multiple workflows and solutions in Python and Powershell, using Git/GitHub for Version Control, including environmental auditing, SSL renewals, onboarding new users, security and backup testing

I was accountable for delivering an outstanding level of customer service on the companies First and Second line combined service desk.I joined Mouchel during a difficult period for the company and faced many challenges due to poor documentation and corporate restructuring..Successes include:• Reducing the time spent manually monitoring services by 87% by creating Python scripts to carry out the check processes• Increasing first time fix rate 15% after standardising and centralising troubleshooting information in the service desk Knowledge Base• Reduced time spent on asset data checking and submission tasks by 77% by creating a series of spreadsheets to cross reference asset data from multiple sources, flagging mismatched information and outputting correct information into csv format ready for importing into our asset system.• Increased IT security by moving all shared service desk passwords from plaintext stores to an encrypted password database

In this role I joined a team of youth workers to provide a comfortable and safe environment for children and young adults between the ages of 13-21. The county youth service has since been shut down by Wiltshire Council and so I have taken a leadership role in transitioning the Bass Connection brand from a Wiltshire Council project to an independent and community run CIC. • Assessing the needs of young people and planning and delivering support related to areas such as health, fitness, smoking, drugs, gangs, violence, relationships and bullying.• Befriending and supporting individuals in various settings, including outreach work.• Mentoring, coaching and supporting individuals to facilitate personal, social and educational growth in young people as well as encouraging greater social inclusion.• Providing a safe environment in which young people may include themselves in ongoing projects and activities.• Providing access to instruments and sound and recording equipment.• Undertaking administrative tasks, maintaining effective recording systems and responding to queries.• Identifying and pursuing sources of funding for projects to improve services and/or resources for young people.• Planning and organising events, projects and steering group meetings.

In this role I joined a small in-house IT department responsible for keeping all IT & systems running and stable for a busy and rapidly evolving contact centre.• 1st line support of Windows XP, 7, 8, Server 2003/2008, Exchange server.• Receiving and responding to incoming calls, and / or e-mails regarding desktop hardware and software, server & connectivity problems.• Managing Security Permission to files and folders.• Managing & maintaining MS SQL Databases & Server.• Troubleshooting VOIP & SIP trunking.• Troubleshooting the problems with the Network and administration, Desktops, Laptops , printers, keyboards, mice, monitors, printers, scanners etc.• Rollout, Installation, Imaging, maintaining and management of Desktops & Laptops.• Providing Comprehensive documentation for System Builds & other processes.• Support users in the use of IT equipment and services through the provision ofnecessary training and advice.• Having a good understanding of Microsoft Active Directory & Exchange servers.• Experience in Active Directory, GPOs, DNS, DHCP, File & Print Server and FTP.• Managing Security Permission to files and folders.• Troubleshooting and resolving user related faults by remotely connecting to a national user base.• Organising repairs and replacement for faulty or redundant equipment for users.• Communicating with third parties to ensure the provision of Citrix & Xenapp services

In this role I was the sole in-house IT person, administering a Windows environment and infrastructure for a busy national CIC with special importance in confidentiality of information and network security.• 1st, 2nd and 3rd line support of Windows XP, 7, 8, Server 2003/2008, mDaemon & Blackberry Enterprise Server• Receiving and responding to incoming calls, and / or e-mails regarding desktop hardware and software, server & connectivity problems• Design and Implementation of the Windows Server 2003 / 2008 infrastructure.• Communicating with third parties to ensure the provision of any necessary technical assistance on Windows technologies.• Configuring and managing Draytek Routers.• Advanced use of MS Office.• Having a good understanding of Microsoft Active Directory & Exchange servers.• Experience in Active Directory, GPOs, DNS, DHCP, File & Print Server and FTP.• Managing Security Permission to files and folders.• Troubleshooting and resolving user related faults by remotely connecting to a national user base.• Organising repairs and replacement for faulty or redundant equipment for users.• Going to multiple sites to resolve issues and installing the hardware & software.• Troubleshooting the problems with the Network and administration, Desktops, Laptops , printers, keyboards, mice, monitors, printers, scanners etc.• Rolling out phones to users, connecting to the blackberry server and troubleshooting.• Rollout, Installation, Imaging, maintaining and management of Desktops & Laptops.• Troubleshooting the problems with Sage HR & Sage 50• Running diagnostics and applying firmware updates / patch installations to servers.• Providing Comprehensive documentation for System Builds & other processes.• Support users in the use of IT equipment and services through the provision ofnecessary training and advice.

Managed the company website & email systems, handled all advertising & promotion, administrated payroll.