IT professional with extensive experience in 2nd and 3rd line technical support roles and managing teams in operational environments, gained in a variety of fast paced sectors including financial services and manufacturing. Proven track record of successfully embedding quickly into new roles with no prior experience or knowledge. Strong technical skills and practical problem-solving approach.KEY STRENGTHS • Technical knowledge and skills – Experience with Microsoft technologies, storage and networking• Service Delivery – ITIL qualified, provide excellent customer service to over 17,000 internal end users at Saint-Gobain • Trouble Shooting – Hands-on approach to resolving problems, knowing when to escalate to 3rd line as required• Process Improvement – Proactively update obsolete knowledge database by producing new documentation e.g. Windows 10 KEY SKILLS• Infrastructure Management/Monitoring Specialist - Responsible for Network interception tooling (DCRUM Dynatrace) and Real User Monitoring for business applications• Disaster Recovery – Created, tested and implemented DR plans for Network Interception Infrastructure• Batch Scheduling – Managed and maintained the overnight batch processing for Unix, NT, Mainframe, iSeries and Tandem• User Access Management – Created and managed user profiles for the Networking Interception Infrastructure and owned iSeries user administration for IT Operations• Windows 10 & O365 - Provide 1st line support to 17000 I.T. system users within Saint-Gobain’s UK businesses. Resolution of IT queries to Windows 10 and ICON/Kerridge ERP System using Service Now• Active Directory – Maintenance of 17000 user profiles to ensure appropriate access to file servers, applications and mailboxes• Continuous Improvement - Utilised Six Sigma quality improvement tools and techniques to initiate continuous improvement practices. For example, creating metrics to monitor peer checks and reduce the number of batch failures by 20%• Problem Solving - Provide remote and on-site (Data centre) hardware and software configuration of network interception devices which resulted in the minimisation of service outages and mitigation of operational risk• Backup Technologies – Extensive experience of Veritas, Tivoli Storage Manager and Symantec Business Management Centre