Daniel Pidgeon Email & Phone Number

United Kingdom

Working in the Global Technical Operations Center (GTOC) team, My role consists of working on a shift pattern to monitor our our site availability and critical metrics to ensure Box's customers can complete their journeys on our platform successfully. Should customers experience any issues on our platform, we would then be responsible for creation of the new issue, engaging the necessary teams required, assisting with diagnostics and observability throughout the incident, and driving the incident to mitigation and resolution, all in an effort to protect the customer experience. We are also responsible for sending internal communications regarding the incidents and the implementation of change freezes or moratoriums.As part of this role our team is also responsible for change control. Being the authority of all changes that go out into the production environment, reviewing change control tickets and ensuring all information required is present (deployment plans, pipelines used, what's being changed and approvals are met) and then managing whether the changes are approved to proceed. Changes ranged from low to high risk and higher risk changes are handled with strict deployment rules and processes, discussing the change on daily change review meetings, isolating the change to specific time windows, and ensuring no overlapped changes would occur.There is also responsibility of handling service requests for internal staff, including LDAP management tasks, service account creations, access requests, network/DNS changes, Rate limiting changes and puppet configuration changes.We also take part in quarterly projects and tasks, to assist with our team's progression. Examples can include automating toil, developing integrations between software platforms, improving our alerting and monitoring capabilities, and creating mandatory training courses to be used across the entire engineering organisation.

White Collar Factory, Old Street, London

As part of Box's UK NOC team, our main responsibility is to ensure the site and services health via monitoring multi-tier metrics, Diagnosing issues and engaging with relative teams if an issue is present. Hired as a contingent worker as part of a subsidiary team to the the NOC, I was responsible for system vulnerability patching of ranging types of hosts that would ultimately assist different teams and service owners within the engineering and tech ops organisations of the business with their repetitive and mundane tasks. My main duties were to complete patching updates, using Linux administration knowledge and skills, for some of the fleet of different hosts and services within the BOX infrastructure, ensuring that they retain the most up to date packages from the repository. Mostly including Kernel updates, and ensuring that our systems consistently met our security compliance regulations.Also responsible for Jira ServiceDesk ticket queues, mostly for LDAP management. Using scripts for account creations, group modifications, and the like. Completing Application configuration changes in which usually to apply Rate Limiting exemptions for customers, as well as Puppet changes that were mostly group modifications and applying access requirements to them.

10 Fleet Place, St. Pauls, London

Home-based, systems/field engineer, completing requested technical work from a multitude of customers in a wide range of business Industries such as Financial, Fashion, Technology, Gaming and Health services. Tasks and duties included but not limited to, New Centre Opening set ups and configurations (Regus), Windows 10 Migration Projects (Square Enix, ASOS, Sony Interactive Entertainment), Desktop Support (ICAP), General Maintenance and Hardware changes/upgrades for multiple devices, Data Centre server cabinet builds and server maintenance and upgrades (Trafigura).

London, United Kingdom

- Providing help and support to users that make use of the IT system, as well as to provide advice and assist both directly and remotely. Also To resolve arising issues that users experience on the system as quickly and as swiftly as possible, and to prioritise those issues by matter of importance.- To observe and maintain optimum system performance, for the benefit of users and to enable them to work on the system smoothly everyday.- To also provide support regarding telecommunications, mobile communications, handheld devices, etc.- To Maintain and support Citrix systems, both physical and virtual; ensuring that users are able to work on the XenApp 7 platform accordingly and ensuring an even load balance of users between servers. Monitoring Citrix servers daily and providing turnarounds for Major incidents in as quick as possible timing to keep downtime at a minimum.- Managing and Maintaining File System security, and ensuring users have access to files based on the Principle of least Privilege. - Providing Desk support to users throughout the group, Travelling between depots as per required, and completing PC, Monitor, and IP phone installations for users to use, as well as printers, copiers and scanners on the network.- Management of CISCO phone profiles and HuntGroups; creating and managing users VOIP profiles where need be and adding them to relative HuntGroups where required. Also assigning Direct Dial numbers (DDI) to users that required them.

It Apprenticeship - Microsoft Professional Certification, Security/Networking/Windows Server Fundamentals, Pass

- Advanced level Certification, Microsoft Verified. - Advanced understanding of Networking fundamentals, regarding Cable types, building.

Btec It For Practitioners (As/A2 Equivalent), Distinction

Activities and Societies: None - Covering use of IT systems at an above average level; including the advanced use of MS office utilities.