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I am an experienced IT professional with over 18 years of experience specifically working within managed service providers; I am able to interact and effectively communicate with people from diverse backgrounds at all levels within a business. Although I have worked more recently within managerial roles, my background, strengths and my passion is still within hands on support and solutions roles. My goal is to provide solutions to problems through my knowledge and understanding of technology, I am able to do this in a support capacity or through design and/or implementation of projects. I recognise the need to manage expectations through effective communication.
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Cloud Infrastructure EngineerMaintel Dec 2020 - PresentLondon, Gb -
Managed Services EngineerMaintel Oct 2016 - Dec 2020London, GbProviding support of the internal systems and to clients covering Microsoft, Citrix, and VMware environments.
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Head Of ItIntelling Ltd Mar 2016 - Sep 2016Manchester, Greater Manchester, GbInitially 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• Technical point of contact to support client issues and assist in on-boarding of services. • Technical lead to implement and support the new prison industries solution.• Mentoring of team members.• Communication with stakeholders as part of major incident process• Liaison with 3rd parties to manage support issues, and implement system upgrades.• Management of ticket queue (using Spiceworks) -
It ManagerIntrinsic Oct 2012 - Dec 2015Responsibilities:• 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 upgrade/virtualisation), as well as software upgrades such as upgrading a Citrix farm from Xenapp 5, to Xenapp 6, and upgrades to domain controllers and the functional levels.• 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.• Building relationships and liaising with strategic partners and suppliers who provided products and services that were required for use within the Internal Systems; ensuring SLA’s were being met.• Schedule management of the engineers allocated to internal projects where they were better equipped to complete the task.• Internal auditor to ensure security policies are being adhered to, around such topics such as access control, change management, asset control etc.• Mentoring of engineers within the Service Desk this ranged from 1st to 3rd line engineers.• Working with Voice and Network teams to support the internal environment, ensuring all teams were collaborating to achieve a speedy resolution, this was around Avaya CS1000 telephony and Cisco switches, and firewalls.• Acting as a technical point of contact for on-boarding as part of customer service agreements.• Communication with stakeholders and the rest of the business as part of major incident processKey Achievements:• Relocated a Service Operations Centre to a hotel based in Liverpool as part of an away day, with customers unaware there was any change.
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Server Support Team LeaderIntrinsic Oct 2011 - Sep 2012Responsibilities 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• Management of ticket queue (using BMC Servicedesk Express).Key Achievements:• Several major incidents resulted in commendations due to the effective response by myself and my team.
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3Rd Line Support EngineerIntrinsic Apr 2010 - Sep 2011Initially 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 switches, Watchguard firewalls, HP Lefthand, MSA and EMC Clariion Storage, Proliant servers (rack and blade), Citrix Xenapp, Xenserver, Xendesktop and VMware Vsphere 3.x/4.x).• 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.
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Senior Field Support EngineerMgl Ltd Sep 2009 - Apr 2010Responsibilities:• 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:• Within weeks of joining MGL become deputy for systems design due to experience and knowledge. -
Varying RolesEquanet Jan 2000 - May 2009Bury, Manchester, GbRoles 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
Duncan Bishop Skills
Duncan Bishop Education Details
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Hyde Clarendon CollegeBusiness Studies -
Copley High SchoolGraphic Communication
Frequently Asked Questions about Duncan Bishop
What company does Duncan Bishop work for?
Duncan Bishop works for Maintel
What is Duncan Bishop's role at the current company?
Duncan Bishop's current role is Cloud Infrastructure Engineer at Maintel.
What is Duncan Bishop's email address?
Duncan Bishop's email address is du****@****ail.com
What is Duncan Bishop's direct phone number?
Duncan Bishop's direct phone number is +4419425*****
What schools did Duncan Bishop attend?
Duncan Bishop attended Hyde Clarendon College, Copley High School.
What skills is Duncan Bishop known for?
Duncan Bishop has skills like Troubleshooting, Pre Sales, Security, Solution Architecture, Microsoft Exchange, Virtualization, Technical Support, Citrix, Windows Server, Vpn, Team Management, Firewalls.
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