Clive Bryan Email & Phone Number

Southend-On-Sea, Gb

London, United Kingdom

Improving the overall availability of client services by proactively identifying Problems.Analysing historical data to identify and eliminate potential incidents before they occur.Recording and prioritising the problem in order to arrive at a swift and effective resolution.Identifying the underlying root cause of a Problem and initiating the most appropriate Problem solution.Developing workarounds or other solutions to incidents.Submitting change requests to Change Management as required to eliminate known problems.

London, United Kingdom

As a member of the Escalations team, dealing with more complex issues for our clients, including those escalated by the Service Desk Team.Deal with critical incidents for the largest clients of the company in order to resolve the problem as soon as possible and carry out root cause analysis if required.Assist members of the Service Desk Team with managing and prioritising tickets assigned to them.Proving an escalation point for members of the Service desk team when dealing with complex issues.Create and present Training presentations for the Service Desk team as and when required.Carry out site visits to new clients of Wavex, which include gathering information about infrastructure, processes and any third party support.Carry out in-depth investigation into re-occurring problems for clients in order to establish the root cause and fix to stop the problem occurring again.

London, United Kingdom

On the service desk I dealt with a wide range of technologies including Windows desktop & Server, Active Directory, Exchange, Citrix, VMWare and Juniper.I was a member of serveral dedicated client teams within the Service desk with responsibility for dealing with issues specific to that client and developing customer relationships over the phone.I was the first point of contact for clients and would manage my own portfollio of calls, including investigation, diagnosing, detailing and resolving incidents.

Rochford, Essex

Provided support for the company’s customer base via telephone and the email based ticket system. Issues dealt with included server backups and restores, email, MSSQL database requests, SSL certificates, VPN and ADSL.Setup and configuration of customer sales orders including web hosting on Windows and Unix servers, domain registration and transfers, ordering and installing SSL web-server certificates, Email hosting and ADSL orders.Carried out troubleshooting of any problems that occurred throughout the day with hosted servers, including failure of services, free-space issues and loss of network connectivity.Provided out of hours support for the company’s customer base, provided support via email and dealt with any server related alerts via the 24 hour server monitoring system.Managed a portfolio of servers hosted for customers as allocated by the Operations manager. Ensured that housekeeping and patching was carried out each month, and liaised with customers with regard to any necessary upgrades or installation of software.

London, United Kingdom

Provided Desk side support for client employees with hardware and software problems. Setting up and administration of client employee accounts in Active directory and customer database applications.Ensured that client training rooms were 95% incident free. Building and maintenance of client Desktop and laptop PCs and adding these to the correct Active Directory domain. Repairing malfunctioning computer equipment including procurement and installation of replacement parts. Procurement of IT equipment and software from IT Vendors on behalf of the client.Rolling out new equipment and software across various client sites in London and across the country. Setting up and instructing client employees in the use of VPN connections and blackberry devices.Carried out special projects assigned to me by the IT Infrastructure manager. Dealt with tasks and incidents assigned to me using the Endava Service desk system, ensuring 95% weekly incident closure. Ensured that all incidents were dealt with in accordance with service level agreements agreed with the client.

Master'S Degree, Computer And Information Systems Security/Information Assurance, Distinction

Bachelor Of Science (Bsc), Computer Science, 1St Class Honours