Andy Turnbull Email and Phone Number

Providing freelance IT services to various companies and customers helping enable them to utilise better solutions.

Leader of a team of engineers to help ensure that the main Core infrastructure remains stable by proactively planning and monitoring all key systems and component’s. Responsibilities include a combination of technical and managerial skills and liaising along with communicating to development, infrastructure and DevOps teams. This also includes being lead point for Projects, new proactive work along with day to day issues that may occur.• Resolving P1 critical incidents.• Performing trend analysis for system performance.• Co-ordinating infrastructure systems and operations, including server patching and hardware fault resolution.• Monitoring server health, alarm statuses and system capacity.• Completing daily, weekly and monthly server and infrastructure checks.• Working with other teams, maintaining playbooks and standard operating procedures.• Organising firewall changes and connectivity issues, whilst troubleshooting server-related incidents and problems.• Supporting release management, including building and deploying application releases.• Communicating change control activities as well as conducting post-live system checks.• Troubleshooting build pipeline issues and handling development environment issues.

Working and leading in partnership with Dev Ops and IT to enable Advantage teams with world-class processes and tools to make Ivanti Customers and internal staff successful. This includes Professional Services, Customer Success Managers, Technical Relationship Managers, Engineering, Support plus more. Creating technical documentation and processes whilst also working on high priority projects. I was involved in moving processes through development, testing and production environments via a release process, testing and quality assurance for change management and analysing trend information to drive changes and improvements. I was also the head of Problem Management for the company, utilising a streamlined process to raise customer issues seamlessly from cases to problems to engineering bugs allowing a full circle automated process. Utilising tools such as Azure DevOps, Salesforce.com, SF Communities, Google Analytics, JIRA, Gainsight, Coveo, Alchemer, Ivanti Service Manager, PowerBI and numerous others

The Ivanti Support Operations team mission is to enable Advantage Support teams with world-class processes and self-service tools to make Ivanti customers successful. As a Senior Support Operations Manager, I worked as a part of the Global Support Operations team supporting 400+ support employees including managers, engineers and backline development staff. This role required me to be collaborative, adaptable and capable of supporting our enterprise customers, of which we have more than 45,000. I was involved in analysing data for reporting, including customer trends and customer facing experiences such as the Ivanti forums and knowledge base. I also maintained and created new processes that ensure our customers are as successful as possible. The job required being able to work both proactively and reactively, depending on the situation.

Maximising the business value of knowledge by gathering, structuring, and delivering it at critical points of customer interaction - driving an increase in customer satisfaction and loyalty.

Managing 15 engineers on both the Technical Helpdesk and Repair departments, helping to drive forward improved customer relations by enhancing the customer experience and meeting their technological needs. Key responsibilities include:* Technical support for all existing and new technology used within the company, for Service Desk & Infrastructure* Leading customer facing technical conference calls in a confident and structured manner* Ensuring that SLAs are met when new Incidents are logged on the support desk* Problem management for Infrastructure & Service Desk related issues* Providing technical knowledge, expertise and consultancy on Infrastructure & Service Desk project work* Monitor and maintain all environments to ensure agreed system availability, performance and security is maintained* Analyse incident trend information to drive change to processes, procedures, systems and services within the Infrastructure Team* Implement procedures for key security management, ensuring Group Policy, Active Directory, HelpDesk IMT, Back Ups & DR are always in line with current o/s and application processes* Manage all daily and weekly tasks, reporting on weekly status to the CEOs* Quarterly customer reviews and on-site visits to understand how to better support or liaise with customers* Liaising with the software development team to enhance customer deployments and test systems* Helping to develop and improve internal processes and procedures * Creation of technical incident documentation and processes* Being a customer escalation point for the HelpDesk and repair departments

In addition to my senior support technician role I also have shift lead responsibilities which include:• Ensuring that delivery of AppSense Support Services to Enterprise Customers, Channel Partners & Internal staff remains at an exceptional level throughout shifts.• Be the managerial point of contact on-shift for Customer Escalations & escalations from AppSense field staff (APS/Pre-Sales) and facilitate progression path• To review Customer/Internal escalations and facilitate ‘fast-tracking’ of critical issues where appropriate• Ensure that SLAs are met when new Incidents are logged on the support desk• Providing constructive feedback, coaching and support for the shift/team• Develop working relationships with other areas of the businessThe job requires thinking on your feet along with a quick turnaround of taxing support issues, balanced by the need to keep the Support Management team informed of any High Visibility/Major Incidents.

Based in Daresbury and working for a large software vendor specialising in software solutions for the large enterprise.The role involves working with customers to troubleshoot the AppSense portfolio of products in some of the largest and most complex networks in the world and therefore requires a detailed and broad spectrum of knowledge not only of the software, but also of the underlying software environment and architecture of the largest enterprises.The ability to quickly assimilate new technologies and build relationships with customers and staff is paramount to the role.This role combines the following technologies to be used:-NLB (Citrix Netscaler, F5 Big IP, Cisco, Microsoft)Database (Replication, Maintenance)IIS Active DirectoryCertificate servicesInfrastructure (routers, switches, firewalls etc)Applications (hooking, drivers, dlls, memory dumps, optimisation, wrapping, packaging, streaming, virtualising etc)Data (NetApp, DFS, fibre channel and iSCSI storage, WebDAV, FSRM etc)Virtualisation (Citrix Xendesktop, Citrix Xenapp, PVS, VMWare, Hyper-V, RDS, Thinapp, App-V etc)Policy (Group Policy, AppSense Environment Manager, AppSense Application Manager)Windows Registry / Profiles and Personalisation