Daniel Howarth Email & Phone Number

United Kingdom

York, England, United Kingdom

Harrogate, North Yorkshire, United Kingdom

Leeds, United Kingdom

York, United Kingdom

· Day-to-day incident, problem, and change management of team ticket stacks, working within a team of four people supporting multiple enterprise customers.· Technologies occasionally encountered include Windows server 2003 and 2008, FreeBSD, BEAWeblogic, Cisco switching technology.· New customer take-on and end-to-end introduction into Managed Service.

• Day-to-day incident, problem, and change management of assigned tickets within a team of fourpeople supporting multiple enterprise customers.
• Technologies occasionally encountered included Windows server 2003 and 2008, F5 BigIP LTM, BEAWeblogic, Cisco switching technology, and Samba file sharing.
• New customer take-on and end-to-end introduction into Managed Service.
• New server and service build as and when required.

· Team Leader for Technical Operations team working shifts, including nights and weekends.· Management of day-to-day ticket management across Hosting Solution Support, supportingCommercial, Government and CCS customers.· Driving and managing the Incident Management Guidelines from first contact to resolution, including customer communication, conferences.

• Telephones, emails and monitoring tools manned 24/7 to ensure response to customer inquiries andalarms is optimal.
• Constant manning of the monitoring systems.
• Logging of tickets and maintaining of work log on the Remedy system.
• Attend regular team meetings with your team.
• Liaise with customers on day-to-day issues.

• First instance support for customers Windows NT, 2000 and UNIX based internet solutions.
• Completion of daily customer backup tape changes.
• Support of other Operations departments when required.
• Extensive use of the Remedy call logging system.
• Escort of customers during access visits to Datacentres