Jack Bulgin Email & Phone Number

3rd line and Projects

Northamptonshire, England, United Kingdom

Projects / Service Desk / Automation

Milton Keynes, England, United Kingdom

This role is being part of a crucial small team within the service delivery department which specialises in providing 2nd line support for the most valuable, high profile and technically complex global corporate customers for Silverbug.Below is a list of my daily responsibilities.Troubleshooting and administration of:• Cloud technologies such as WVD, IaaS/PaaS/SaaS environments, MEM/MDM/Intune for mainly windows but also iOS devices, AAD, autopilot, O365 (Exchange, Sharepoint, Teams etc), Okta, Printix and more.• Both physical and cloud networks (Azure). Administering switches and firewalls. Working with VLANs,subnets, NAT policies, WAN/LAN access rules, resource groups, vnets, NSGs.• Windows server role/administration tools. AD, DHCP, Group Policy, DNS, CA, RDS and MicrosoftExchange.• Windows server 2008+ and Windows desktop OS Windows 7+.• Virtualisation technologies, using Hyper-V (clustered and stand-alone), VMWare vSphere.• Management of SANs/NAS devices. LUN/Volume/Aggregate administration, primarily NetApp for SANmanagement.• Taking escalations from 1st/2nd line team• Backup administration, primarily in Veeam but also includes Backup exec and Datto.• Antivirus software's such as SonicWall Capture Client, SentinelOne, BitDefender and Windows securitycentre (enhanced MS security and compliance)• Email filters primarily Mimecast but also Mailassure and SonicWall mail filter.• Web filters such as Forcepoint, SonicWall content filter and OpenDNS.• VPN solutions both S2S and client based such as AoV using windows and certification auth, SonicWall Global SSL VPN and Windows server PPTP/L2TP/SSTP using NPS and Dreytek VPN. Azure S2S VPN tunnels and IPSec VPN tunnels.• Wifi/AP controllers primarily UniFi but also includes Cisco Meraki and Aerohive.• Working with 3rd parties on bespoke customer applications.

Milton Keynes, United Kingdom

This role was mixed between between being part of the first line team being first point of contact for allnew customer issues and enquiries and investigating alerts which were raised by the monitoring systems.Using my great people, customer service and technical skills I was quickly promoted to TechnicalSpecialist.Alerts:Investigating a wide range of alerts such as equipment going down, over and under utilised systems,window server roles and backup administration.This includes but not limited to:• Networking equipment, switches, firewalls, APs and S2S VPNs.• Virtualised environments, Hyper-V fail over cluster environments, VMs and hosts (both Hyper-V andvSphere), LUN/Volume connectors and disk/storage management.• SAN/NAS administration. Extending and shrinking Aggregates/Volumes/LUNs to keep available storagesize within set parameters on monitoring• Windows server roles. Windows services, IIS, DHCP, RDS, DFS, WDS and SQL Maintenance jobs.• Backup administration. Mainly using Veeam but includes Backup Exec and Datto. Investigating issueswith VSS, snapshots and connections to Hyper-V/vSphere hosts.• Domain and SSL renewalsFirst line support:Supporting a wide range of customers by being first point of contact for customers by taking incomingcalls, emails and live chat requests to the service desk.• Providing exceptional customer service by having good listening skills, people skills and technicalcapability• Logging tickets into CRM system.• Administrating windows servers using their administration tools such as AD, GPO, DHCP, DNS andMicrosoft Exchange• Setup of VPN connections on users machines.• Using the Office 365 suite to create and manage users.• Building machines for customers using windows Autopilot and manual setups.• Supporting Windows OS 7 - 10• Windows servers 2008 - 2019• Basic to intermediate troubleshooting of networks, firewalls, switches (LANS/VLANS) and access points• Increasing knowledge on ITIL.

Head Office

My last 6-12 months of this role was heavily based on on-site work by migrating new and existing sites(predominantly recent company acquisitions) from on-prem solutions to a internal private cloud.My Key responsibility was to provide 1st line support to 75+ sites with over 1000 employees via telephonecalls, online portal/ticketing system, email and on-site• Project work which involved creating virtual machines to work within a Thin Client environment usingHyper-V Manager.• Maintenance of internal private cloud virtual machines up to date on latest Microsoft updates/patches.• Resolving incidents/tickets escalated to myself from other members of the team.• Ensuring monitoring and reporting software's are running/reporting accurately to ensure internalprivate cloud is operating correctly.• Providing training to new and existing staff members on IT Systems.• Mentoring and training IT apprentices.

Head Office

As a Support Administrator for an Award Winning Digital Marketing/Web Design agency expectations were always high. Using my initiative and being resourceful was critical.My daily responsibilities:- Taking incoming calls- Assisting others internally/externally- Using Magento/Joomla CMS- Assisting Developers with development of websites- Distributing workload- Back-end website support- Documentation- Communications within ticketing system (asana)- Keeping clients up-to-date with potential security risks- Creating and sending quotations

Grange Park

As a 1st Line Support Engineer my communication and approach-ability for this role was absolutely crucial as I was the first point of contact. Working with basic to intermediate IT/Computing related issues my knowledge with servers/networking vastly improved with this hands-on role.My daily tasks:- Working within SLAs- Server Administration (Active directory/Exchange)- Installation of remoting softwares- Using ticketing systems- Taking incoming calls- Technical advice- Remote connections- Determining the priority of incoming tickets- Team work- On-the-spot thinking