• Supporting an Enterprise level customer (700 users) with both on premise and hosted services• Acting as a point of escalation for the team for complex issues and customers complaints, currently the “go to” guy on the team for both the team and the customer.• Responsible for planning and implementation of updating core infrastructure (vCenter, VMWare hosts, SANs and firewalls). This includes going through the companies Request for Change Process.• Acting as 1 of 3 Senior Engineers on the team that are responsible for P1 Service Requests• Working to CIS standards to ensure the customers site is secure and compliant• Produced training material to help lesser experienced engineers troubleshoot issues

• Dealing with and resolving helpdesk requests e.g. adding users, Active Directory updating, e-mail account creation, networking issues and general ICT trouble shooting.• Server build and configuration prior to delivery to customer site - Windows Server installation, Terminal Services, SQL Server and Exchange Server.• Carry out on-site server installation across the UK for a large client base.• Responsible for remote monitoring of customer servers, performing regular patching and ensuring server backups are successful on a daily basis.• Performing on-site consultancy for taking on new clients which includes creating a technical handover document and making recommendations to improve reliability and efficiency.• Performing new installations and migrations of servers for customers working to a tight deadlines.• Working as a point of escalation for more complex ICT issues. E.g. Server Downs, Exchange/Email issues and Virus Recovery.• Providing support for 3rd party applications and when required liase with software support companies to resolve complex issues in a timely manner• Diagnosing email bouncebacks and failures for customers

• Completed ICT refresh replacing a schools inventory of computers, as well as creating and deploying customised windows images.• Maintained over 250 computers which use various operating systems which range from Windows XP, to Windows 8.1. Managed 15 servers, both virtual and physical, from Windows server 2003 to Windows Server 2012 R2.• Maintained good business relationships with all key accounts which led to increased revenue, support time, and improved reliability of ICT Infrastructure.• Supervised a technician to ensure that a high level of service was being provided and issues were being resolved correctly and efficiently

- Worked to strict deadlines and exercised excellent project management by successfully setting up and configuring computers, printers and scanners in 3 newly built National Lottery funded Libraries- Demonstrated problem solving by providing help and support to staff in 15 libraries- Successfully maintained and supported 170+ computers- Created and delivered training for both new and existing staff in order to ensure that the computer systems are used correctly in order to minimise problems.

- Displayed excellent organisation skills by maintaining multiple filing systems in a busy office environment- Delivered training to new and existing staff for new software deployments within the department- Typing letters and printing certificates for customers- Processing applications for building works