Christopher Dawson Email & Phone Number

Newcastle Upon Tyne, United Kingdom

Business Objective:• To co-ordinate the activities of all Wintel support staff throughout the UK and Europe, manage staffing levels and control financial budgets within ATLAS policies, frameworks and constraints.• To manage the day-to-day activities of the technical staff under their control in order to maximize the efficiency of service delivery to ATLAS clientsValue:• To ensure that ATLAS continues to develop, enhance and improve service excellence, leading to consolidated and increased business with its clients.• To bring best value to our clients through coordinated and efficient service delivery, effective control and management of staff and management of cost.• To ensure that EIS continues to develop, enhance and improve service excellence, meeting service levels for problem case closure and delivering new project infrastructures on time

Newcastle Upon Tyne, United Kingdom

Windows based file and print server environments in strategic Data and Comms RoomsRemote Support of over 3000 windows 2003 Enterprise Member serversRemote Support of over 600 Domain ControllersRemote support of 25 data centresSupport for 70,000 Windows XP workstationsSupporting over 500 desktop applications from Microsoft to legacy terminal servicesSupporting 12000 home workers with 3G,PSTN and Broadband connectionsProvide account access and maintenance for over 200,000 users.Technical escalation point for 1st/2nd line support teamsSolely responsible for implementing key release units delivered by EngineeringDeal with single user affecting through to site/country wide issues.Maintain stringent KPI set by a demanding customerAuthoring of technical documentation used by 1st -4th line.Extensive support on DFS clustered and non-clustered serversSupport for over 10 thousand printers some clustered and non-clusteredResponsible for managing a range of end-to-end IT Infrastructure projectsProvide technical advice to project management colleagues.Managing the successful planning and delivery of full site power downs in some cases up to 350 servers.Operating System Fault FindingGeneral Helpdesk requests and IncidentsHeavily involved with 3rd to 4th line defectsProvision of remote desktop support servicesCreation of internal work processes and instructions for team practicesAuthoring of internal team intranet for knowledge sharingPre-release impacting of new technologiesProvision of out of hours on-call supportResponsible for the implementation, support and training of staff for a 1st line high performance Team to meet stringent KPI's set by the customer.