Daniel Lewis Email & Phone Number

- Investigating and solutioning new services to strengthen our products offered. For example, implemented Azure Sentinel (SIEM) to provide greater visibility of the security of our products, including alerting for security alerts into our Slack and issue tracking- Working with other teams to provide support and assistance with any security issues or.

- Was the first person in this newly created team to address and tackle Product security- Investigating and solutioning new services to strengthen our products offered. For example, implemented Azure Sentinel (SIEM) to provide greater visibility of the security of our products, including alerting for security alerts into our Slack and issue tracking.

- Providing live system support.- Acting as point of contact for the Azure environments; creating/managing the Azure environments, investigation of issues related to Azure, ensuring that costs are managed and maintained at a healthy level- Working with our Microsoft Customer Success Manager and getting the teams to utilise this support for.

Talbot Green, Rhondda Cynon Taff, United Kingdom

- Taking a lead with the Azure environment; setting naming conventions, creating the resources/infrastructure, providing consultancy/recommendations to the company and automation to help reduce costs. - Acting as a SME to the business for all things Azure. - Providing live system support. - DevOps lifecycle from setting up pipelines within Azure DevOps.

Cardiff, United Kingdom

- Providing 3rd line support - Performing daily checks to ensure the business systems are running efficiently and troubleshooting any issues that may arise.- Running statistics and reporting on KRI metrics to the wider bank- Managing and deploying Windows Updates to the server estate ensuring they deployed and installed according to their criticality.

.- Providing 2nd line support to 500+ users within the business - Performing daily checks to ensure the business systems are running efficiently and troubleshooting any issues that may arise.- Managing and prioritising calls that are logged via the phone, email, self-logged and in person.- Communicating with business stakeholders on incidents that will.

Cardiff, United Kingdom

• Providing 1st and 2nd line support to 500+ users within the business
• Performing daily checks to ensure the business systems are running efficiently and troubleshooting any issues that may arise.
• Managing and prioritising calls that are logged via the phone, email, self logged and in person.
• Communicating with business stakeholders on incidents that will impact the business critical systems. Liaising with 3rd party providers to ensure quick resolution of system outages.
• Working out of normal business hours on a on call rota which covers 24 hours a day 7 days a week.
• Participating in project work including Office moves and completing 150+ new user requests within a short period of time.

Bristol, United Kingdom

• Managing customer calls via phone, email and automation. Logging them into the call management system and managing to tight ITIL based deadlines and SLA’s
• Supporting multiple external clients and users in an external facing Managed Services environment on a rotational 7 day shift pattern
• Providing on-site, client facing desktop support for a large company group and head office
• EPOS support for a country wide company
• Providing internal support for the ACS office, including upgrading and installation for operating systems and applications
• Providing Citrix client administration and Sage user administration

Cardiff

• Responding to user queries via email, through the call logging system, over the phone and face to face
• Working as a member of a very busy, small IT department for a large multi-national engineering and construction consultancy firm on rotational shift pattern
• Administering Active Directory including creating new users, changing passwords and maintaining the users ensuring they are in the correct distribution groups
• Resolving software and hardware issues, and assessing when the issue should be escalated to the 3rd line teams
• Logging calls in to the call management system in an accurate manner and managing the calls to resolution
• Ensuring all KPI’s and SLA’s are met

Cardiff

• Responding to customer IT queries and where possible, doing a first line resolution
• Logging calls into the call management system from email, alerts and directly from a phone call
• Managing calls and ensuring they are resolved within the SLA, and where necessary escalating them
• Creating, deleting and archiving user and ensuring OU’s are correctly populated with correct privileges
• Troubleshooting hardware and software issues over the phone
• Managing the file and print server printers