Dylan Ribeiro Email & Phone Number

Jersey

Jersey

Delivering technical support to clients, both internal and external, onsite and offsite, in the resolution of incidents and in support of the operation of their IT environments.Duties & Responsibilities:• Providing support for specific technology areas (e.g. Microsoft server applications) and supporting infrastructures as appropriate;• Undertaking any ad hoc engineering projects and tasks as directed and performing other duties to ensure and enhance the effectiveness of services;• Successful and timely management, resolution of client related queries, in accordance with agreed procedures and standards, resulting in client satisfaction with this service;• Successful identification and resolution of operational issues as a result of platform and systems monitoring, preventing these issues becoming more serious and costly;• Identifying trends;• Conforming to agreed processes, procedures and standards, with accurate and timely completion of associated documentation;• Quality incident logging and call updates within the Service Desk system, as defined by the quality audit criteria;• Proactive escalation of issues and ideas for improvements when identified;• Compiling and maintaining documentation in regards to the design, build, configuration and operation of client’s systems and platforms.

Jersey

Primary role at C5 Alliance is Managing a team of 1st line support technicians and performing business as usual tasks as per procedure also providing out hours 1st line support for various clients, my responsibilities involved:· Managing a small team of technicians, providing training, PDP reviews and ensuring the team is performing to the best of their abilities.·Updating internal documentation & procedures, also updating client procedures & runsheets·Producing monthly reports for clients detailing the status of their infrastructure, any standing issues and incident reports.·Liaising with clients via email, phone and in person to inform of any hardware/software issues and working with the client to resolve were possible.·Maintaining and monitoring C5 Alliance and client systems for hardware /software issues. Resolving issues if possible, escalating them to 2nd and 3rd line support when applicable.·Using Entry level skills on a wide range of technologies such as Active Directory, Citrix, Symantec Backup Exec and IBM AS400.·Providing basic training to new employees of all monitoring systems, call logging systems and AS400 support.

Jersey

Operations Technician performs business as usual tasks as per procedure also providing out of hours 1st line support for various clients. The operations team is at the heart of IT Services providing a quality service higher then that which Clients could achieve for themselves, 7 days a week 24 hours a day.Some of my responsibilities include:-Updating internal documentation & procedures, also updating client procedures & runsheets- Acting team leader when needed, this involves taking on any random team leader duties that may be given to me as well as managing other members of the team.-Operating computer systems on behalf of clients and for the company.- Carrying out both console and peripheral operational duties.- Monitoring of systems via either client or company solutions.·Liaising with clients via email, phone and in person to inform of any hardware/software issues and working with the client to resolve were possible. ·Maintaining and monitoring C5 and client systems for hardware /software issues. Resolving issues if possible, escalating them to 2nd and 3rd line support when applicable.·Using Entry level skills on a wide range of technologies such as Active Directory, Citrix, Symantec Backup Exec and IBM AS400.·Providing basic training to new employees of all monitoring systems, call logging systems and AS400 support.