Greg Thornton Email & Phone Number

Dubbo, New South Wales, Australia

Dubbo, New South Wales, Australia

• Overall day-to-day management and supervision of local engineer team, which consists of anywhere between 3 to 8 staff• Attend weekly/monthly customer meetings with key stakeholders on both the customer side and internally to discuss service management issues and any in-progress BAU work• Report on and manage BAU ticket workload across the team. This would include tracking of ticket SLA performance, customer contract effective rates to gauge profitability• Handle recruitment, interviewing and hiring for local team• Work closely with National Engineering Manager and other region TTL’s to improve processes and other team performance goals• Collaborate with Sales team and Service Delivery Managers to ensure we are providing the products and services our customers require• Keep up to speed on internal line of business applications such as network/server monitoring and reporting tools (ConnectWise, BrightGauge) as well as customer documentation utilities (ITGlue, Liongard, Auvik)• Communicate changes and important process improvements from the greater business down to the local team by way of regular team meetings• Provide mentoring and assistance as well as escalations around customer technology issues to the local team. Still absolutely hop on the tools when required• Engage customers to perform reviews of infrastructure and outline options for future planning and capacity management

Dubbo, New South Wales, Australia

Dubbo, New South Wales, Australia

• Provide industry leading customer service to our customer base• Provide escalation support to Support Engineers and to assist, mentor and coach them to improve their technical skills• Assist with the design, implementation and documentation of customer projects in-line with industry best practices• Provide support to our customer base on a wide variety of platforms and technologies including Windows Server, Exchange Server, SQL Server, Hyper-V, VMWare and other technologies as and where required• Provide formal and informal training to peers, support engineers and other Anittel colleagues• Assist and engage our sales team to scope and deliver products and projects to our customers• Lead projects relating to the building and staging of equipment for project rollouts including building and configuring of desktop, servers, storage networking hardware and testing of equipment• Research and Development into new products and processes to assist our customersKey Project Work:• Infrastructure upgrade consisting of 3 VMware ESXi hosts and a Dell iSCSI SAN. This included migrating all VM's utilising Veeam, the re-purposing of the existing infrastructure to a DR site and configuring vSphere Replication between the main and DR sites• Design and deployment of a cold DR site consisiting of 8 servers using Veeam Backup & ReplicationNumerous server upgrades primarily consisting of the design and deployment as well as the migration of key data to the new infrastructure• Several Office 365 migrations from on-premise Exchange environments

Sydney, Australia

The Sydney Projects Team adhered to a variant of the PMO project management structure and focused primarily on new projects for the current customer base, as well as project work for new business. Responsibilities:• Implement key infrastructure solutions and upgrades for customer environments• Escalation point for Infrastructure Team to troubleshoot any customer technical issues• Draft Statements of Work and detailed design documents for new project work• Attend client meetings as technical resource to discuss project work and guide customer on key design decisions• Work closely with Sales and Account teams to draft proposals that include labour estimates and high-level solution design• Small component of pre-sales work when required• Perform site audits and document findings, outlining any technology gaps and business risksKey Project Work:• Designed and implemented a new Microsoft Exchange 2013 based email environment consisting of around 300 mailboxes. Project scope included provisioning of one Windows 2008 R2 Domain Controller and two Microsoft Exchange 2013 Servers running on Microsoft Windows 2012.• Worked as lead deployment engineer in an enterprise home loan company 20 branch refresh project. This work consisted of the configuration and deployment of a Riverbed SteelHead WAN optimisation appliance with Granite Edge storage presented from the Data Centre, a virtual Microsoft Windows 2008 R2 Read-Only Domain Controller, a Cisco Catalyst 2960 switch and Cisco wireless access point• Windows 2003 to Windows 2008 R2 Domain Controller replacement• Performed upgrade and redesign of Symantec Backup Exec (various versions) backup structure for several customers

Sydney, Australia

Spent over five years as a technical engineer and team leader in the Infrastructure Team. The infrastructure team was responsible for the day-to-day management of customer networks and server infrastructurs, 2nd and 3rd level support and smaller projects when time permits. The majority of work was carried out remotely. Responsibilities:• Perform daily infrastructure health checks of customer environments and action any issues raised• Complete monthly infrastructure and capacity reports for customers and attend monthly meeting to review• Adhere to ITIL framework for all incidents, service requests, problems and change management• Perform 3rd level support and act as escalation point for service desk engineers for any customer issues• Commit to weekly 24/7 on-call roster for fully managed customers• As team leader I managed the weekly team roster, managed customer escalations and problem management.Key Technology Tasks:• Administration of Active Directory user accounts, distribution and security groups• Create and manage Group Policies for network drives, printer mappings and folder redirection• Manage daily, weekly and monthly backups using a variety of backup software such as Symantec Backup Exec and Simpana CommVault.• Management of Microsoft Exchange 2010 and 2013 mailboxes and databases• Management of virtual server environments, primarily around VMware vSphere and included new server deployments, setup of DRS rules, server templates and management of presented datastores• Administration of VMware View environment, including new VDI desktop pool creation and day-to-day VDI user troubleshooting

Bedford, Nova Scotia, Canada

I worked as part of a small consulting team that was responsible for the on-site I.T. support of about 5 small to medium sized businesses in all types of industries. These include a telecommunications company, a shipping company and a day spa. This exposed me to a wide range of hardware and software packages that suited the needs of each unique business. Responsibilities:• Advised clients on the purchase of new computer hardware and software• Implementation and support of new and existing server solutions, consisting of Microsoft products such as Microsoft Windows 2003 Server, Microsoft SBS 2003, Windows NT 4 Server and Microsoft Exchange Server 2003/5.5• Management of domain and Exchange email user accounts as well as a little bit of SQL user management• Support and implementation of desktop and laptop computers with a range of operating systems including Microsoft Windows XP, Vista and Windows 2000• Responding to day-to-day computing requests by employees• Installation and configuration of basic routers, firewalls and switches• Performed Windows updates on all computers and servers through client PC’s and WSUS• Setup and configured mobile devices such as Blackberries and Motorola Q’s• Scheduling and monitoring of server backups• Setting up network printers and print queues• Troubleshooting network connectivity issues• Inventory of computer hardware• Setup wireless networks and software based VPN’s

Burlington, Ontario, Canada

During the 5½ years I worked with Cortech I helped support and maintain several unique computer networks in a wide variety of environments, including a leading law firm consisting of around 60 employees, a number of accounting firms, and 7 car dealerships. I was exposed to a number of companies in different industries, which helped broaden my knowledge and understanding of the specific I.T. needs of each industry. It also enabled me to work with a wide range of hardware and software packages.Responsibilities:• Travelled to client locations and responded to daily I.T. requests and problems (standard on-site desktop support)• Purchased and implemented new computer hardware and software such as desktop PC’s, laptops, hard drives, switches/routers and new Operating Systems• Kept clients up to date on status of PC’s and networks, recommending appropriate upgrade solutions• Took leading role in several upgrade projects including a Microsoft Exchange 2003 implementation in a new messaging environment. Also performed several upgrades from Windows 2000 Server to Windows 2003 Server• Assisted with installation of network topology in new and renovated office environments including installation of network lines, patch panels and switches• Repaired out of warranty HP printers through contract with the City of Hamilton• Monitored and performed server backups using programs such as ARCserve and NT Backup• Performed simple AS/400 printing and backups• Managed network user accounts through Active Directory• Setup and configured user email accounts through Microsoft Exchange Server and 3rd party companies (POP)• Installed and configured hi-speed Internet routers for local Internet provider• Inventory computer hardware and software