Daniel Cooper Email & Phone Number

Watchfield, England, United Kingdom

• Act as a technical lead within the team for one or more technologies, mentoring others or creating knowledge items where appropriate.• Support and troubleshooting of a range of technologies across the whole stack – server OS (Windows/Linux), networks, storage etc.• Provide a point of escalation for day-to-day support issues.• Participate in transition of new products and services on behalf of the Service Operations teams, both to define support interests/requirements early on and to disseminate knowledge across the teams when appropriate.• Investigating opportunities to improve both effectiveness and efficiency, including promulgation amongst the broader team.• Participate in project work on new system implementations and changes arising from continuous service improvement plans.• Represent wider Service Operations team by attending customer-facing technical calls, Change boards etc. as required.• Resolution of reported faults escalated to the team within defined Service Level Agreements (SLAs).• Ensuring all actions carried out by you or your team are recorded accurately in the Service Management or Project Management toolsets as applicable.• Review and coordinate customer-facing reports, mentoring colleagues where improvements can be made and ensuring each is tailored appropriately for the intended audience.• Develop capacity guidelines and associated monitoring for the storage infrastructure across estate.• Provide capacity and performance forecasting and reports, both proactively and in response to Change requests.• The deployment of both standard and complex changes to customers’ infrastructures.• The development of technical procedures that can be operated and managed by the entire Service Operations team.• The ability to work outside of normal working hours to provide standby cover and out-of-hours services as per an on-call rota.

Shrivenham, England, United Kingdom

Implementing changes to and supporting all managed services and end user devicesAn escalation point for 2nd line issues, escalated from the 1st line team via the ITIL frameworkKey Technologies and Responsibilities include but are not limited to:• Leading a small team responsible for automating Microsoft patching (UADs and Servers).• Configuration and support of AD, GPO & DNS• Support for Windows Desktop, Windows Server, RHEL & CENTOS• Terraform for Windows VM deployments• A part of an entrusted team responsible for managing the business’ networking (Fortigate, Cisco & Juniper).• Implemented and support the company’s unified communications solution (3CX).• Technical lead for 3CX telephony and Microsoft products such as Exchange and MECM.• HyperV & App-V deployments across clusters.• VMware ESXi management across sites, including patching.• Multi-site Veeam backup and replication support.• Configuration and support for Solarwinds and Icinga monitoring solutions

Watchfield, England, United Kingdom

▪ Providing guidance, support and coaching to a team of Service Desk Analysts, operating a 24x7 shift rota.▪ Absence / Sickness management using Teamseer.▪ Escalating concerns / improvements from team to Service Operations Manager.▪ Working with other Shift Leaders to contribute to CSI.▪ Taking ownership of Major Incidents, liaising with stakeholders and customers to provide timely updates in a clear, concise manager.▪ Perfoming Quality Checks on all closed incidents and service requests in line with ITIL best practice and feeding back to other Shift Leaders where necessary.

▪ Acting as a Major Incident Manager, supporting prompt incident resolution and providing Major Incident reports & reviews.▪ Working in an on call rota to act as an escalation point for the ITSD Shift Lead.▪ Supporting the service desk team, ensuring tickets are logged and managed in line with best practice and following documented procedures throughout their lifecycle.▪ Working to identify any knowledge gaps and help provide and create training and working aid materials.▪ Identifying & implementing process improvement activities. Ensuring documentation is fit for purpose and maintained appropriately.▪ Working in partnership with other process owners.▪ Support onboarding of new services into Service Operations.▪ Work alongside Service Transition to carry out process testing and validation during ELS.▪ Day to day tuning and management of the IT Service Management Toolset (ITSM)▪ Create both ad hoc and monthly customer Service Management Reports (SMR's) and provide analytical review.

Shrivenham, Oxfordshire, United Kingdom

• Providing first point Telephone and Email support for contracted customers & users.• Desktop/Laptop Installations & Builds for contracts.• Working with Windows & Linux servers to provide customer support• Power up testing of equipment ranging from Workstations, User Devices & server environments.• Office hardware and peripherals.• Gathering accurate information relevant to the end user’s issue and recording all events or activities that are carried out while working on the ticket.• Working towards the resolution of incidents within agreed contractual SLA’s.• Working towards restoring service in line with agreed contractual SLA’s.• Appropriate Escalation of incidents to 2nd Line / 3rd Line specialists for further diagnosis.• Making use of Microsoft Active Directory & Microsoft SCCM to manage customers.• Use of VMware vSphere for managing/monitoring VMs across multiple environments.• Managing customer virtual servers using Hyper-V VMM.• Use of Monitoring Tools (Solarwinds/Icinga2) to investigate and escalated appropriate infrastructure events.• Use of ticketing system (BMC Remedy) in a day-to-day service desk role.

Cirencester, Gloucestershire, United Kingdom

▪ Config, repair & auditing of enterprise hardware (IBM Storage, IBM X-Series, N-Series, EMC, NetApp, HP & Dell) ▪ Customer site visits to repair/replace faulty hardware components, general maintenance & build installs.▪ Basic Networking tasks (configuring network IPs, subnets and gateways)▪ QA checks on all equipment shipped out to customers.▪ Testing purchased hardware and updating stock records accurately information into "Zenith" ticketing system.▪ Ensuring any Out of Hours calls from customers are dealt with professionally in line with agreed SLA's.