Devan Patel Email & Phone Number

London, Greater London, United Kingdom

Watford, United Kingdom

• Acting as a senior point of technical contact Provide 2nd and 3rd line support through assigned work and escalation from the 1st and 2nd line teams• Investigate and resolve Infrastructure incidents assigned with speedy fixes ensuring the ticketing system is fully updated. • Provide technical advice and assistance to colleagues where needed. • Implement infrastructure upgrades for clients in a control change request. • Troubleshooting, configuration and support of Networks• Thorough knowledge of Microsoft Server 2003 - 2012, Microsoft Exchange 2007 - 2013, Office 365, VMware, Hyper-V, Citrix, Asigra & Backup Exec • Providing support and management of SANS and NAS.• Manage all team escalations to ensure incidents are being dealt with efficiently. • Ensure all team members are meeting targets and adhering to SLA’s/OLA’s/KPI’s • Meet SLA’s for clients and internal OLA’s before escalating incidents. • Be versatile of multiple clients and their infrastructure and 3rd party support.• Dealing with Severity level 1 issues, where quick shooting and analysing is needed to be carried out to help and managed the Incident.

London, United Kingdom

• 24/7 Monitoring and support of servers and networks across HA and DR clustering cloud-based networks including Zerto for VM Real-time data replication.• Monitoring and maintenance of Cloud Services hardware and network infrastructure across multiple data centres and client site.• Providing support for SaaS, Paas and DaaS/IaaS environments.• Managing the process of the on-boarding new clients and providing post-sales product support• Business analysis of client requirements and managing expectations for delivery• Handling the specifications and delivery of non-standard product offerings• Working closely with the development team, the operations team and the client to manage delivery• Providing reports and management information• System Administration, Deployment, maintenance and monitoring(Performance, usage, security, patches, backups, capacity management and recovery)• Production of technical, Service delivery, provisioning and project documentation• Providing and managing support across the whole network on hybrid cloud setups this includes cluster servers. This includes management of clustered Microsoft Exchange 2007/2010/2013.

• Remote support for numerous users across 500 companies including their CEO and Directors.• Supporting desktop environment from Windows XP to Windows 8.1.• Applications support for MS Office 2003 to 2013, Adobe Creative Suites, companies bespoke software within a mixed OS environment.• Responsible for client interaction, handling and prioritising all technical problems and passing on to dedicated teams when needed to look into issues.• Liaising and assisting Field Engineers on client sites with resolving jobs• Diagnosing hardware faults onsite via remote support• Managing Users and Groups via Active directory (server 2003 to 2012) and Exchange 2003 to 2013.• Managing users access for two-factor authentication/Multi-factor authentication (TFA/2FA)• BES and Blackberry handset management includes office 365 BES as well as bring your own technology (BYOT)• Microsoft Office 365 creating accounts, resetting passwords and configuring Outlook with Office 365.• Troubleshooting file and printer server issues.• Server – Connect to a number of different servers for accessing Active Directory, Exchange and troubleshooting errors with Event Viewer and seeing what services are running.• Gaining remote connection onto client machines we use Visionapp (collection of saved RDP connections), Tight VNC, Logmein Rescue and Kasaya.• Networking – troubleshooting connectivity issues using command line and SNMP monitoring software • Networking – troubleshooting checkpoint, cisco, corente and Juniper VPN’s access • Managing VDI’s on VMware/Citrix environments, including CAG access problems, terminals, images/snapshots, high availability using VMware vCenter on Multi-Hypervisor,(XenDesktop) Citrix Desktop Director and Citrix desktop studio.• Working on a shift pattern covering 24/7 period where by night also includes monitoring of systems and reacting to server/comms issues.

London, United Kingdom

Service Desk Analyst for Informa PLC, supporting a FTSE 250 Index company which has over 150 offices in 43 countries worldwide,

London, United Kingdom

Providing first class IT support to small businesses in London.• Implementing, managing, and maintaining network solutions around Microsoft platforms including Windows Server 2003, 2008, Microsoft Small Business Server 2003,2008 and 2011.• Providing documentation to be used for billing clients, which includes with communication used at the time of the Incident or work request.• Supporting and maintaining the IT environment from the laptops, desktops to servers, LAN/ WAN for a variety of different small to medium size businesses with different levels of SLA’s.• Configuration and installation of HP ProCurves Switch and Servers.• Configuration and installation of Network Devices.

London, United Kingdom

In this role, I had to support a Globally International business which has a number of offices worldwide. I had assisted end users both onsite and remotely using various remote technologies at their London head office and their remote sites.• Resolving network/connectivity issues on VPN or MPLS network.• Administering user accounts within AD including Managing Exchange mailboxes using ESM and Powershell. • Create and manage documentation for system, processes and general KB articles.• Providing support for users across 44 global offices and providing support for remote Citrix users.• Resolving up to 20 Service Desk calls per day on the Numara Track IT Service Desk system and escalating to 3rd line when necessary. • Managing the backup media all UK and European offices on a daily basis between a small team working on rotating shifts.• Using NetApp SnapVault Software for monitoring Core system replication to an offsite data centre.• IT Disaster Recovery and Business Continuity, Includes replication offsite.• BES, Blackberry handheld, IPad, IPhones and Android support.• Regular regional site office visits to deal with IT issues• Recommend hardware and software required for the company including creating images for new hardware. Also purchasing when necessary.• Office relocations which involved moving all the IT services including comms links, servers and PCs whilst causing minimum disruption to the end users.

Walsall, United Kingdom

IT consultancy/Outsourced services providing 1st to 3rd line support to clientsImplementing, managing, and maintaining network solutions around MS platforms including MS Server 2000, 2003, 2008 MS Small Business Server 2000, 2003 and 2008Managing and administration of servers (Including DNS, Exchange Server, Web Server, File Servers & Print Servers ,Terminal Services and CAL’s)Management of Groups in AD as well as In Group Policy Management console. Supporting and maintaining the IT environment from laptop, desktops to servers, LAN/ WAN for variety of different small to medium size businesses with different levels of SLA’s.Ensure all calls are effectively managed and owned through to resolution and closure, whether they need escalating to dedicated 3rd line teams/3rd party companiesCreate and managed documentation for system, processes and general KB articles.Managing system requirements for clients need includes managing the subscriptions, software Licensing.Responsible for managing the Service Desk team and reporting to management includes client relation managers about issues.Responsible for keeping client informed about the incidents, resolutions and the clients requirements if they can be handle by myself before they needed to be past to their client relation managers.Been on call and working flexible, due to business offering clients 24 hour, 7 day a week supportDealing with configuration, installation and managing the security across different networks including media for back up and Disaster RecoverySupporting clients with network and email related problems.Sourcing hardware and software required for the client’s needsFull asset management with includes hardware and software of license software (Microsoft, Anti-virus, est.)Microsoft Gold Certified Partners.Cabling was carried out on both network points and on patch panels.Regular client site visits to deal with IT issues as well as new client sites to install new networks.

Telford, United Kingdom

1st /2nd Line Technical support for Thinc Group Ltd

Worcester, United Kingdom

Evesham Technology was a computer manufacturing and retail company based in Evesham, Worcestershire, England. It began operations in 1983 and closed in 2008 following financial difficulties.Administrators arrived at the firm’s headquarters at Vale Park in Worcestershire on 3 August 2007 following months of speculation that Evesham Technology was in serious financial trouble. More than 100 staff were asked to immediately leave the premises on the bleakest day in the company's 24-year-long history

Education record

Education record