Charles Leneis Email & Phone Number

Steventon, Gb

Abingdon, England, United Kingdom

• Senior systems administrator duties including installation, administration and maintenance on a variety of platforms. • Project manage update of network and systems to resolve hundreds of thousands of outstanding errors with the end result of the company successfully passing the penetration test. • Manage and implement deployment of a fleet of new networked printers. • Coordinate with technical support technicians to distinguish network issues from workstation issues in order to expedite resolutions. • Anticipate business need to expand remote working capacity in early 2020 and spearhead project to acquire budget and put systems in place, in order to smooth the transition for the company to lockdown conditions.

Marlow

• Systems administrator duties including installation, administration and maintenance on a variety of platforms. Well versed in technology and tools found in most environments such as Windows Server, Linux, Active Directory, Networking, SQL and virtualisation. • Network design, setup, management and troubleshooting. Extensive experience with network protocols such as TCP/IP, DHCP, DNS, VLAN, VPN, and traffic shaping; configuring and maintaining firewalls and managed switches. Proficient with tools such as Wireshark to diagnose and resolve network issues. • Extensive SQL administration experience in various flavours such as Microsoft SQL and PostgreSQL among others. • Many years of deploying and serving virtual computer environments and administering VMWare. • Maintain, update, and configure network security including AV software such as AVG and MalwareBytes, creating backups using Veeam, managing Bitlocker and FileVault. • Create and deliver user awareness training of phishing and other security risks to involve staff in awareness and avoidance of malware. • Handle frontline end user support and queries of all types, single-handedly (no escalation path – one stop shop IT department). • Perform all on-site hardware and software management including setup and support of users, setup and support of trade show booths, and all AV and telephony requirements in conference rooms. • Took on role as designated GDPR data protection lead, ensuring GDPR compliance is implemented throughout all business processes in the company.

Abingdon, Uk

Taking the opportunity to be part of my son's toddlerhood.

Oxford, United Kingdom

• Supervise the Second Level Support Team, ensuring that exceptional customer support is delivered in a timely manner.• Give regular presentations in major cities throughout the UK to clients in the IT industry.• Regularly shepherd software projects through inception, development, testing, and public release.• Create and maintain online documentation of company software.• Provide an interface between customers and the IT group, notifying systems engineers when public systems have developed issues.• Provide technology and procedural training for both internal and external customers.• Collaborate closely with the police and various “white hat” groups to disable criminal content on the Internet.• Innovate solutions, such as having reduced the support load for the .uk DNS and domain name provisioning infrastructure by 66% while increasing customer satisfaction ratings to 92% through collaborative project management and improvedsystem documentation.

• Led Apple's expert retailing technical team (aka Mac Geniuses) at key retail stores on the U.S. west coast and in the southeast.• Teamed closely with corporate colleagues to ensure that company positioning and strategies were appropriately implemented.• Provided in-store expert repair and troubleshooting expertise for our customers.• Served as the primary liaison for sensitive and/or complex escalations between the Management team, the Genius team, and our customers.• Instructed classes for the corporate Mac Genius training team.• Transformed a 90-repairs-a-week 4.5-day-turnaround-time repair business into a 300-repairs-a-week, 1.3-day-turnaround-time juggernaut, through personal initiative, leadership and drive.

• Managed training and development plan for a team of support agents and implemented the plan, ensuring individuals had sufficient training to provide first-rate service to customers.• Evaluated agent performance and provided individual instruction to remedy any identified skill gaps.• Developed customised training for phone support agents on appropriate consumer messaging and technical issue identification.• Served as a primary escalation point for resolving customer issues.• Trained a broad range of call center staff on key Apple products, technologies, and processes.