Alex Warner Email & Phone Number

Basingstoke

• This has primarily involved implementing NAC in a phased approach across a range of different customers.
• Initial scoping and design
• Creation of project documentation including Statement of Work (SoW), High Level Design (HLD) and Low Level Design (LLD)
• Assisting with the organisation of various projects in a phased approach through to completion
• Initial installation of products
• Follow up site visits to implement enforcement

Basingstoke

• Acting as the primary point of contact for various high priority situations.
• Providing an advanced level of support, acting as the escalation point for the 24x7 support desk during peak hours and assisting the 24x7 engineers.
• Focusing primarily on VIP customers to ensure their tickets are progressed in an efficient manner.
• Daily review of all support tickets to ensure all tickets are being progressed efficiently and meeting SLAs, providing guidance where required.
• Out of Hours On Call Support, providing 1st/2nd Line assistance to the 24x7 engineers.Throughout my time in this role, I also carried out various on-site Professional Services which included:
• Installations - Either the installation of a product or a phase of a longer term project.

Basingstoke

• All previous responsibilities from the Technical Support Engineer role, but also included:
• Shift leader - Acted as an escalation point when on shift for the other first line engineers, responding to a number of situations which could occur across the range of services provided. I was also the primary point.
• Advanced level of troubleshooting on various support tickets and acting the main point of contact between the other first line engineers and the Escalations Team.
• Training new members of staff across all services provided and the procedures in place.
• Stock Control/Shipping/Administration for White-Label RSA SecurID tokens
• Covering Escalations Engineers when out of the office.

• Working on the 24/7 support desk, providing technical support for a range of products including IP Telephony Systems, Firewalls and Network Access Control appliances.
• Working as part of a SOC - Responsible for reporting potential security breaches or service impacting situations. Monitoring customer networks including IPS sensors and DDoS mitigation appliances, identifying false.
• Progressing cases in accordance with SLA’s, company processes and strict KPI's.
• Supporting a range of white label services including providing out of hours IT helpdesk services for a major UK Airport.
• Establishing an excellent relationship with customers and our team internally
• Minimising Escalation rate to ensure tickets are dealt with as quickly and efficiently as possible.

Installing and Configuring SoftwareInstalling and Configuring a NetworkPlan the delivery of an IT system for a company

Greeting customers, answering enquiries and guiding with product selectionManaging and rotating stock, performing stock audits, maintaining shop floor standards, tidying shelves.

Working towards and consistently surpassing sales targets.Greeting customers.Maintaining shop floor standards.

Education record

Advanced IT Apprenticeship Qualifications Level 3 Diploma in I.T. Systems and Principles Level 3 Diploma in Professional Competence Level.

Education record

Education record