Andy Stratford Email & Phone Number

Milton Keynes, Gb

Junior Network Technical Design ArchitectWorking as a NTDA I was assigned to the EE account and this involved working with the client on various tasks in a challenging environment. Implementing changes on different platforms which included the Cisco ASA’s and Checkpoint Firewall devices. My support to the EE account was awarded further by winning the T-Systems principle “I am T” in 2017, voted for by the client.Key Responsibilities• Responsible for reviewing and implementing FMO network designs as submitted by the client.• Configuring the clients third-party VPNs to be PCI compliant. • On-demand business requests for whitelisting on the Bluecoat proxies.• Prioritising and working on new and existing change orders in an efficient manner.• Reporting on the checkpoint, Palo Alto Firewalls regularly and on any urgent instances.• Supporting the following platforms Cisco routers, switches, ASA’s and Nortel Switches.• Maintaining both Internal and client documentation for any network diagrams/HLDs/LLDs.• Providing support to the Service Desks and OPMs on any Incident tickets.• The use of internal systems the Front Door, SM9 and WTTS to raise orders, changes and tickets.• Assisting the senior NTDA’s in projects including the decommission of the legacy networks.

SCC 2nd Level Network AnalystThe ‘Skills Competence Centre’ (NOC) was the first point of support for both pro-active and re-active tickets, we monitored the global networks for our clients 24/7. Key Responsibilities• Updating the client on the status of any incidents regularly and taking escalations.• Responsible for troubleshooting and raising new fault calls to the client and providers.• Prioritisation of new and existing incidents, liaising with other desks globally.• identifying a solution and deploying any emergency workarounds with client approvals.• Attaining a firm understanding of IP, Frame-Relay, ATM and LAN switching.• Escalating to 3rd line on a timely basis for critical issues.• Working in a 4/4 rota ensuring that all relevant support information is passed to the next shift team.• Supporting the following platforms Cisco routers 1721-7600, switches 1900-6500 and Nortel hardware 450-8600.• NMS experience on platforms Spectrum, Solarwinds, HP Openview.

Technical Design Architect (January 2017 - September 2018)Supporting the business as the UK lead for our Portfolio option MLAN (Managed LAN) services, liaising with Clients, internal teams and external suppliers. Managing the client network migrations from a CMO to an FMO design, working to deliverable deadlines with travelling to the client stores within the UK and Internationally when required.Key Responsibilities• Responsible for reviewing and implementing network designs as submitted by the client.• Rollout of Lancom Routers for the retail programme including configuration and installing tasks.• Site visits to support troubleshooting of LAN/WAN issues with provider hardware and circuits.• Onsite premise support for our MLAN product at different client locations.• Providing support to other Business units with the sharing of knowledge on the network designs.• Assisting the project teams with the HLD, LLD to make sure all information is up to date. • Data Centre installations at different POP locations mainly Cisco and Juniper hardware.• Testing of hardware and cables in a Lab environment to help minimise any failures.• Support NMS platforms Spectrum, Solarwinds and Infovista to help the service desk on tickets.

Stevenage, United Kingdom

Watford, United Kingdom

Senior Customer Service Engineer / Team LeaderActive monitoring on the global accounts, providing communication to keep the client updated and to resolve any incidents within the required SLA’s.Key Responsibilites• Team Leader for the UK customer service centre providing cover for the UK manager.• Incident handling using the Remedy ticket system and provider portals. • Escalation handling from the client and dealing with multi-vendor calls.• Client solution queries, upgrade requests, Wifi faults and customer installations.• Crucially maintaining customer relations through one to one interaction.• Assume responsibilities for facilities and infrastructure with the technical management.• Working with the technical team to support faults at the POP/Data centre locations.

London, United Kingdom

Technical Support EngineerBased between the 3 UK POP locations our tasks included maintaining the operational status of the UK backbone network hardware and software. Client hosted services monitored and reported on to meet the expectations of the provided SLAs.Key Responsibilites• Global solutions support on Nortel, Marconi Fore, Cisco, DPN, Controlware, ERI hardware.• Using Remedy trouble tickets to track hardware & software failures, WAN/LAN Customer issues.• Management of the site facilities and carrying out regular Fire alarm with set backup tests.• Client site visits to install new hardware and the testing of Lease lines from multi-providers. • Testing of provider circuits E1, E3, STM1 level and documenting results for handover to Ops.• Client site surveys for their Wireless coverage and advising on improvements. • Cable testing of X.21, SM & MM fibres, coax, CAT5 and installation between comms rooms.• On-call support 1 in 4 weeks for the Engineering team and assisting on scheduled maintenance.• In-house training on protocols IP, Frame Relay, X.25, Dial IP, ATM, MPLS, VoIP.

London, United Kingdom

Assisting in the monitoring of Infonet’s core network between the UK, LA and Hong Kong GCAC support teams. I was also assigned as a SPOC (Special Person of Contact) for one of our Financial clients which required dedicated support and to remain calm in pressured situations.Key Responsibilites• Call handling and good communication plus acting in a professional manner at all times,.• Fault tracking via internal ticket systems.• Troubleshooting of network issues, break-fix procedures.• Messaging problems investigated with the MMS teams.• Dial IP troubleshooting with in-house products using the Local ISDN Rotary’s.• Provide IP, ATM and Frame Relay Backbone network knowledge to other teams.• Assisting with the training of Helpdesk personnel to understand the Global WAN services.