Gary Angel Email & Phone Number

Slough, England, United Kingdom

Slough, England, United Kingdom

Bracknell

Tupe'd over from Logicalis June 2017• First level escalation of calls.• Ensure customers are updated on the status of their calls.• Liaison with internal departments, vendors and suppliers where required• Identifying and recommending improvements for the Data Centre operation• BMS (Building Management System) Monitoring of power systems, UPS systems, standby generators• Network & Data cabling• Data Centre Environment Management.• Cabling and server installs & De-Commissioning as and when required.• Creation of monthly Internal and external customer report.• Creation of User guides for Processes used in the Data Centre and making modifications when procedures change.• Compiling Reports for Management & Customer.• Obtaining Documentation from External Contractors for ISO Audits• Updating of Maintenance Documents as and when required.• Managing the security aspect of contractors, signing in, escorting, etc. • Updating Security Assignment Instructions• Informing security team of new written procedures, and training them.• Managing the CCTV System, and retrieving Retention from the systems.• Managing the rota and making sure shifts are manned 24x7x365• Ad-hoc duties as required.

Bracknell, Berkshire

• First level escalation of calls.• Ensure customers are updated on the status of their calls.• Liaison with internal departments, vendors and suppliers where required• Identifying and recommending improvements for the Data Centre operation• BMS (Building Management System) Monitoring of power systems, UPS systems, standby generators• Network & Data cabling• Data Centre Environment Management.• Cabling and server installs & De-Commissioning as and when required.• Creation of monthly Internal and external customer report.• Creation of User guides for Processes used in the Data Centre and making modifications when procedures change.• Compiling Reports for Management & Customer.• Obtaining Documentation from External Contractors for ISO Audits• Updating of Maintenance Documents as and when required.• Managing the security aspect of contractors, signing in, escorting, etc. • Updating Security Assignment Instructions• Informing security team of new written procedures, and training them.• Managing the CCTV System, and retrieving Retention from the systems.• Managing the rota and making sure shifts are manned 24x7x365• Ad-hoc duties as required.

Reading, United Kingdom

• Managing incoming calls within the agreed SLA’s for each customer• Answering phonecalls within a timely manner, i.e 3 rings• Raising calls in the HEAT help desk system, and database administration.• Providing standard technical information from our internal system.• Producing weekly and monthly statistics from the HEAT help desk system using formula’s and excel• Working to tight SLA guidelines – resolving emergency (SL1) calls within 4 hour time limit• Assisting in the analysis of statistical data on all types of systems, i.e. VMS UNIX.• Producing weekly, monthly and ad-hoc progress reports for customers and directors using excel and importing into word• Assisting customers with basic technical problems (e.g. enabling a modem connection, accessing Extranet)• Approving documents created by technical services and other departments and issuing them to customers• Updating release notes and other documents on intranet and extranet• Collecting technical data from Unix and VMS systems• Checking customer systems for problems and information• Assisting with small configuration changes, i.e time zone changes.

Service Desk - Logging of Helpdesk calls & Take Ownership of 1st level support calls.Installing Updates & Patches on all the Companies Computers.Scheduling, Maintaining & Restoring all backup’s for all companies databases using Backupexec 9.0.Document all Procedures that are used for IT operations on a daily / monthly basis.Train new and existing operators on new processes in a group and 1-1.Deputise for the manager when he is out of office.Active directory – setting up new users, and removing them when they leave to company.Minimal exposure to Microsoft Exchange 5.5.Basic networking skillsCollection and processing of all call data from our carriers for the 6 countries that we have offices in at the present time, (due to be expanding in 2006)Production of our monthly bill for our 700,000+ customers.Data Entry Operator / Automated Payments Support ClerkCredit check (Experian) and data enter new Customer Details on to the computer system including their payment detailsDeal with monthly payment failures by informing the customers Deal with all Direct Debit or Credit Card queries from departments within the companySpreadsheet creation & Maintaining of all declined information Train Staff on entering the information and accuracyProvide records and information on all procedures for all payment enquiriesAnalysis of data entered by others and to ensure accuracy.