Duncan Bishop Email & Phone Number

London, GB

London, GB

Providing support of the internal systems and to clients covering Microsoft, Citrix, and VMware environments.

Manchester, Greater Manchester, GB

• Initially brought in on a contract, I was asked to fulfil the Head of IT role during which my key responsibilities were:
• Design & implementation of system upgrades to build resilience into internal systems, these were based on Microsoft Server 2012 R2, SQL 2012, Exchange 2013, utilising HP switches, and Fortinet firewalls.
• Producing technical documentation following implementation of system upgrades
• Hands on support of the internal systems, both client and server including resolution of user tickets (approx. 360 users across 5 sites)
• Problem resolution
• Change management of systems and processes

• Responsibilities:
• Design, and project lead for systems upgrades/changes ensuring impact to all departments is minimised. This included a building move, new ITSM application, telephony system, and server infrastructure.
• Hands on support of the internal systems, both client and server including resolution of user tickets (approx. 160 users across 5 sites),
• Define the strategy for the direction of the internal systems in line with the business strategy.
• Part of the security committee for ISO 27001, PCI: DSS and Information Governance toolkit.
• Key member of the change advisory board for all internal changes.

• Responsibilities included those of the 3rd line engineer role, plus below
• Managing a team of engineers, ensuring calls from internal and external customers were closed inside of SLA, managing the team rota to ensure desk had sufficient cover during operational hours.
• Identification and resolution of problems.
• Input into the company disaster recovery plan.
• Completed 121s and appraisals with my team in line with the company process including setting SMART objectives, including performance management and mentoring of the team where applicable.
• Technical escalation point

• Initially employed by Dataplex Systems who were acquired by Intrinsic in January 2011,Responsibilities:
• Support of the internal systems, (predominantly server infrastructure, but also communications infrastructure). This was across Windows Server infrastructures 2003 and 2008, Exchange 2003 to 2010, SQL 2000 to 2008, HP.
• Supporting contracted customer’s infrastructure covering across server, storage and network infrastructures, this was utilising the same technologies as the internal systems.
• Ensuring a good service to customer and closing tickets inside of SLA where possible.
• Root cause analysis of incidents.Key Achievements:
• Responsible for integration of internal systems of Dataplex Systems with Intrinsic’s systems following the acquisition.

• Responsibilities:
• Design, implement and support curriculum infrastructures within primary and secondary schools across the North West who were supported by MGL.
• Design, implement and support server and networks solutions within the commercial organisations supported by MGL (based around Microsoft 2003/2008 stack)
• Mentoring for field support engineers
• Technical escalation point
• Ensuring availability of the curriculum systems for all MGL customersKey Achievements:

Bury, Manchester, GB

• Roles included: Support Engineer; Technical Support Team Leader; Network Pre-sales and Support Enginer, Mac Solutions ConsultantResponsibilities:
• Designing and implementing solutions for customers around networking, storage, and server products for both Windows and Apple environments.
• Providing post installation support to customers of server, network, and storage infrastructure (based around Windows Small Business Server 2000/2003, Cisco router & firewalls).
• Team management, including resource management, development, performance management, and appraisals.Key Achievements:
• Recognised as the most consistent engineer within the organisations helpdesk, which led to opportunities to work in other roles around the organisation

A-Levels, Computing, Economics, Business Studies

Gcse (A-C), Maths, English Language, English Literature, Science, History, Geography, Graphic Communication