Dean Mitchell Email & Phone Number

Newcastle Upon Tyne, Tyne And Wear, Gb

Doncaster, Gb

London, Gb

Day-to-Day responsibilities include, continuous server infrastructure maintenance including setting up and maintaining regular patch cycles, following strict change management policies and procedures, responding to incident reports, supporting colleagues via 3rd line jira service desk tickets, delivering and supporting various projects and improving and monitoring the infrastructure of the IT services estate.Designed, tested and implemented Jira Service Desk for IT services, Incident Management, Change Management and Problem management. Added automation alongside complex workflows and custom fields to fully automate key processes within Jira service desk. Implemented Qualys cloud agent for complete vulnerability management across 1800 desktops and over 160 windows servers. Out of hours and on-call work to support delivery and support of key systems to minimize disruption to the business and to support major incidents.Designed and implemented AD Self Service Plus to fully automate user password management including self unlock, reset and password changes across the business. Removing the requirement for manual password changes by the IT Services team. Designed and implemented “Jamf Pro” solution for enterprise Mac management across the business. This included remote management of Macbook Pro devices such as auto enrollment, self service software installation, distributed config profiles for restricted software and automated software installs.SME for user web access. Migrated two proxySG stacks from office infrastructure to the datacenters. Controlling and defining web access policies for users web access within the business. Proxy/VPN Lead for Covid-19 response solution to move 2000+ staff to fully working from home. Including creating separate working from home web access policies, increasing and load balancing users on the VPN platform and ensuring security standards & policies are in-line with business needs.

Sheffield, S. Yorkshire, Gb

My role now requires me to provide technical support and knowledge to the Assistant IT Engineers within the team whilst maintaining the IT Infrastructure and equipment to ensure that optimum performance is received. This includes performing server software upgrades, physical hardware upgrades, monitoring of key performance indicators and working on projects to ensure maximum availability is achieved.• Server infrastructure maintenance, following strict change management policies and procedures.• Service asset and configuration management.• Vulnerability testing, patching and remediation for internal penetration tests and PCI Audits.• Ordering, renewing and installing SSL Certificates for internal servers.• Management of over 1800 windows desktops, 160+ windows servers, 250+ Apple Macs & Staff mobile devices.• Managing workflows, customer satisfaction, customer SLAs and escalated customer requests into the IT Service Desk.• Configuring, installing, managing and maintaining equipment on the Plusnet PLC internal IT infrastructure, in-line with published standards• Ensuring that the internal IT infrastructure policies are implemented and monitored effectively• Ensuring that Plusnet's internal IT infrastructure is secure and scaled in line with business policy• Ensuring the timely resolution or escalation of issues from the business within published SLAs• Identifying and resolving hardware and software problems and malfunctions related to Plusnet's internal IT infrastructure within published SLAs• Responds and resolves all problems within SLA• Communicates with all relevant departments utilising Workplace for project and problem management• Escalate as appropriate to your line manager any relevant issues• Support internal servers and services as required by the business• Deliver any other reasonable requests from your line manager or senior management team• Be accountable, where possible, by using Workplace and Internal Communications for daily projects

Sheffield, S. Yorkshire, Gb

In May I joined the IT team within Operations Support. During my time on the team I have assisted with supporting over 1800 members of staff including directors, business managers and 3rd party suppliers. I've worked closely with the Information Security team to ensure our policies and procedures are up to date and meet the required standards for PCI compliance. I've assisted with the rollout of a Bluecoat web proxy and I'm now considered a SME for the platform.My key responsibilities included:• Configuring, installing, managing and maintaining equipment on the Plusnet PLC internal IT infrastructure, in-line with published standards• Ensuring that the internal IT infrastructure policies are implemented and monitored effectively• Ensuring that Plusnet's internal IT infrastructure is secure and scaled in line with business policy• Ensuring the timely resolution or escalation of issues from the business within published SLAs• Identifying and resolving hardware and software problems and malfunctions related to Plusnet's internal IT infrastructure within published SLAs• Responds and resolves all problems within SLA• Communicates with all relevant departments utilising Workplace for project and problem management• Escalate as appropriate to your line manager any relevant issues• Support internal servers and services as required by the business• Deliver any other reasonable requests from your line manager or senior management team• Be accountable, where possible, by using Workplace and Internal Communications for daily projects

In October I moved to the Supplier Management team within Business Support. This is a dedicated team which was set up to deal with high level escalations that come into senior management via our CEO, CIO, Director & MP from customers. This team was put in place to ensure that when a customer had a poor experience we would take on the case, apply personal ownership and ensure the issue is resolved end to end. My priorities were:• Dealing with CEO, CIO, Director & MP complaints• Working with our suppliers to determine floors and weaknesses in current escalation processes, whilst implementing changes to improve this.• Weekly conference calls with suppliers to review performance and key performance indicators.• Liaising with wholesale suppliers to ensure faults & orders are delivered within SLA timescales.

In April I moved to the Business Support department for Plusnet PLC. I dealt with customers queries and I'm responsible for ensuring seamless communication is maintained between several departments, this helped to form a solid and efficient working environment in which the customer's issues are dealt with as efficiently as possible. To achieve this I often go the extra mile for people as I would expect nothing less than perfect service myself.• Stakeholder management and soft skills with our partners has enabled me to gain experience of supporting, maintaining, and troubleshooting a large amount of customers in an ISP environment.• Dealing with various customer queries providing network administration support has broadened my understanding of internet protocols and their uses (HTTP, HTTPS, SSH, etc).• Case Management – Managing my own workload and dealing with broadband faults from start to finish.• Liaising with BT Wholesale & BT Openreach to ensure seamless delivery for broadband & telephony engineers.• Working with strict SLA targets ensures I have the ability to produce quality work to demanding timescales.• Self learning at home has helped me develop a good understanding of Linux and IP network environments.

Sheffield, S. Yorkshire, Gb

• Managing customers faults and troubleshooting connection issues from beginning to end.• Liaising with suppliers (BT Wholesale & Openreach) to ensure SLAs are met when resolving end users faults.• Managing escalations at various levels within BT Wholesale & Openreach• Part of a start up Supplier Management team to case manage and own faults from the point of raising to fix.

Sheffield, S. Yorkshire, Gb

First Diploma For Ict Practitioners (City & Guilds), Ict

English, Maths, Science, Ict