Daniel Common Email & Phone Number

Gateshead, Gb

Gateshead, Gb

Newcastle-Upon-Tyne, England, United Kingdom

Newcastle Upon Tyne, England, United Kingdom

Carlisle, United Kingdom

Generalist IT support for Carlisle headquarters and regional depots. Systems Administration responsibilities for a range of physical and virtual Windows servers, VMWare ESXi hosts, Network and Security infrastructure, Exchange environment and Active Directory domain. User support for a variety of hardware and software issues.Primary duties also include:- Troubleshooting Windows Desktop and Server issues- Troubleshoot user Application issues- Configure and manage Active Directory and Group Policy- Manage WSUS and Server/Desktop patching- Maintain VMWare vSphere Virtual Server cluster- Configure and manage network Switches, Routers and Firewalls- Configure and manage remote site VPN links.- Maintain and update MDT OS images and application packages

Prudhoe, Northumberland, United Kingdom

2nd Line internal IT Support for Prudhoe, Northumberland Office. Supporting 200 staff locally and 4000 remotely. Handling escalated incidents from 1st line support team as well as various domain administration tasks and all local IT responsibilities.

Cork, Ireland

Lead Technical Support for Cork Office; supporting 350 local users, Comms room and associated infrastructure. Handling day to day office support escalation and local requirements as well as managing projects to maintain and improve service delivery. Answering to West-Europe Regional Local IT manager and assisting with training and mentoring of junior Service Desk and Local IT staff.Primary duties include: Handling of escalated Request and Incident tickets from the Global Service Desk, ensuring adherence to internal processes and agreed SLAs Investigation and troubleshooting of persistent or unusual issues affecting users Managing local hardware inventory; purchasing, imaging and deploying Workstations, Laptops and Blackberrys Responsibility for all physical aspects of the Comms room; servers, network core and patching, PBX, UPS and Generator Support Executive Management with technical requirements for Client visits, setting up meeting rooms, presentations, video conferencing and other ad hoc demands Administration of all aspects of the Phone System and PBX Local Backup Management and Tape Handling Administration of the Blackberry Enterprise Server and liaise with Network Carriers Coordination with external vendors and contractors for purchasing, contracted support delivery and exceptional project work Organise off-site Disaster Recovery tests and monitor local HA compliance Maintain accurate asset inventory and complete internal audit remediation Provide after hours and weekend on-call support for critical systems. Maintain knowledge of Service Desk policy and procedure to provide escalation and mentoring

Cork, Ireland

Internal Technical Support for 5000 global business users; supporting a wide range of desktop and remote applications and systems plus various administrative I.T. tasks.Primary duties included: First line support of a diverse business user-base across multiple business units and over 40 office locations, focusing on delivery of first contact resolutions Assisting with the installation, configuration, and troubleshooting issues with Software, Hardware, Printers, Peripherals, Web Browsers, Internet and Network Connectivity, Network Share, Sharepoint and FTP Sites. Active Directory, LDAP, McAfee Endpoint Encryption, Entrust and RSA SecureID administration Setup, configuration and administration of Exchange Mailboxes, Distribution Lists, Public Folders and Archives Ensuring the IT Ticketing System is an accurate system of record for all customer contact. Keeping ongoing tickets updated with the latest information and being mindful of accepted SLAs Major Incident coordination Change Order management Knowledge Base administration and content creation

Cork

3 years’ experience as Account and Technical Support Representative within Blizzard; supporting customer over phone, email, web chat and in-game. 18 months’ experience as Technical Trainer, including week-long classroom delivery.18 months’ experience as Technical Support Forum poster on English World of Warcraft and StarCraft II Technical Support public forums.

Fdsc, Applied Computing

Modules included: Desktop Applications with a Visual Programming Language Principles of Software Programming Computer Technology.

Education record

A Level: Physics AS Level: General Studies GCSE: 9 Courses, 6 at Grade A (including Maths and English) and 3 at Grade B.