Daryl Drago Email & Phone Number

London, England, United Kingdom

London, England, United Kingdom

London, England, United Kingdom

Malta

Malta

Malta

Malta

Malta

NetEnt is a leading provider of premium gaming solutions to the world’s most successful online casino operators. A true pioneer in driving the market with thrilling games powered by a cutting-edge platform.Talented people take pride in delivering flexible digital casino solutions, so that the customers can be unique, premium, informed and ahead, all at the same time.Monitoring the NetEnt infrastructure to make sure our services are performing as intended. I look into many aspects of customer integrations on a daily basis when troubleshooting issues; i.e. checking for any issues with the SOAP/REST requests and responses, database issues, network issues, application related issues etc... This also involves lots of log reading, using web browser dev tools and using internal tools to investigate the issues at hand.Responsibilities:• Detecting and analysing alarms to provide fault isolation• Maintaining and monitoring NetEnt’s Infrastructure• Investigating, troubleshooting and resolving issues within the casino platform; including: Troubleshooting issues with SOAP/REST/API responses and requests, Troubleshooting application issues and updating parameters when necessary Investigating network related issues Investigation of database related issues• Use of browser developer tools to identify issues with game loading• Assisting in process improvement and automation• Acting as an escalation point to other teams• Maintaining a good standard of providing information internally, as well as with NetEnt’s customers, with ongoing issues• Acting as a focal point for outages until restoration• Documenting and writing procedures with relation to new technologies• ITIL Best Practice whilst handling service requests, incidents, problems and change requests• Creating new and updating existing knowledge base articles• Achieving Key Performance Indicators (KPIs) and Customer Satisfaction metrics

Malta

Supporting the most valued HPE clients with a complex linux and windows-based monitoring enterprise software, during this time I was responsible to managing my own ticket queue and prioritizing issues from one another. This was a very customer focused role and I had direct communication with the customer. Apart from e-mailing and phone conversations, I used to join WebEx sessions to understand the issue and work on a resolution.Responsibilities:• Maintaining excellent relationships with our customers and partners while investigating and solving complex technical issues• Managing technical inquiries from customers• Ensuring that customer issues are resolved and communication meet SLAs at all times• Achieve KPIs and Objectives as set out by the Line Manager• Prioritising tickets according to Impact and Urgency• Understanding how customers use our products• Advocate for the resolution of issues that are directly affecting our customers• Follow company procedures such as; elevations, escalations and follow-the-sun (FTS) transfers of hot cases when needed• WebEx sessions with clients to further understand the issue and help out with resolution• Updating the Knowledge Base that is available both internally and externally to clients• Daily review of cases assigned to ensure that support is effective and of high quality• Providing feedback to training and documentation so that common or emerging issues can be addressed before they become serious or widespread• Training of new recruits• Share experiences and knowledge with other members of the team• Collaborate and build Support Team infrastructure tools and processes

Malta

At Dakar I supported over 30 customer accounts and acted as their main point of reference for overall support related issues relating to the use of the mature HR and Payroll product suite being offered. This included product demos, training material and full ownership of resolving support requests.Responsibilities:• Answering, evaluating, and prioritising incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with Dakar software, computer networking, and other interoperability-related problems• Interviewing user to collect information about problem and lead user through diagnostic procedures to determine source of error• Determining whether problem was caused by hardware issues such as modem, printer, cables, or telephone• Performing tasks with a view to try to simulate the problem that the client is experiencing• Handling problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or senior technical staff• Testing of software and hardware to evaluate ease of use and whether product will aid user in performing work• Installation of software at clients premises and hand holding client during the commissioning stage• Training customers on how to use the software• Giving product demos to potential new customers• Maintaining client servers hosted at our premises, including daily system monitoring, backups and repairing / recovering from hardware and software issues• Maintaining a 24/7 online payroll software (www.salaroo.com) and responding to client queries via a ticketing system• Maintaining, configuring and monitoring the IPBX system• Domain Server management, including adding new users and security policies• Maintenance, configuration and monitoring of computer infrastructure Keeping a database of all licensing and computer devices inventory up-to-date

Paola

The main job responsibility at Tenovar was to design, organise, modify, install, test and support a company's computer infrastructure and IPBX system. Designing and installing LANs, WANs, Internet and intranet systems, network segments and PABX system at the client's offices.I was also responsible to support any I.T related issues that any of the clients and their users encountered.Responsibilities:• Design and implementation of client computer network.• Installation of network devices - configuration and setting up of patch panels, switches, routers, firewalls, power management etc. and termination of cabling etc.• Maintenance and monitoring of the computer network infrastructure.• Testing of client network cabling infrastructure - Testing structured (Cat5e/Cat6) and fibre optic cabling across the network infrastructure.• Installation and support of the Avaya IP PABX system - Installation of the system, configuration of phone lines, user extensions and IP phones, maintenance and monitoring.• Supporting all I.T related issues - both hardware and software.• Acting as a Contact for customers – stand as a representative of the company in front of customers. If the customers face any queries or problems, then it is expected that he/she contact me to help them out.

Bachelor Of Science (B.Sc.), I.T And Networking, First Class Honours

Bsc (Hons), I.T And Networking, First Class Honours

BSc (Hons) Degree in I.T and Networking -Middlesex University Malta Subjects: Novel Interactive Technologies, New Media, Advanced Network.