Jack Hilton Email & Phone Number

Warrington, United Kingdom

Responsible for the design and implementation of infrastructure automation components across 1st to 3rd Line resolver teams and back office functions to maximise efficiencies and increase productivity. I am heavily involved in project and transition activities to develop and deploy automated fixes to resolve issues across our clients and reduce the number of contacts to the Service Desk. Key Roles:• PowerShell Automation – Refining request and incident processes across resolver teams by utilising MS PowerShell to create production quality code and reduce resolution times. • Application Integration – Streamlining processes that rely on a multitude of systems through integration with PowerShell to create seamless and fully autonomous workflows. For example;End-to-end automation to integrate AD, Exchange, Office 365 and Skype for Business to create new user accounts and configure user licencing and telephony requirements. This reduces the risk to SLAs and brings efficiencies to the wider teams allowing for greater ‘shift left’ potential and KT activities to take place.• Orchestration Tooling – Working with automation systems such as HPOO (HP Operations Orchestration) and MFOO (MicroFocus Operations Orchestration) to create zero touch automation packages that both monitor and pro-actively resolve tasks end-to-end. • Monitoring Tooling – Developing processes within LEAPWORK Automation and PRTG to monitor environments and interpret changes to the systems, by utilising alerts or automated troubleshooting/repair tasks to resolve issues.• Patch Management – Responsible for the manual and automated patching of server estates (AD, Exchange, SQL, etc.) across multiple clients out of hours (19:00 – 07:00) via BMC BladeLogic Server Automation software, used to update and maintain physical, virtual and cloud servers.

Warrington, United Kingdom

Responsible for providing 2nd / 3rd Line Support to business clients across multiple contracts, supporting a combined user base of roughly 7000 staff. Supported the initial rollout of major contracts with initial volumes of up to 600 calls per day.Key Roles: • Management and ownership of 2nd / 3rd Line Requests and Incidents via multiple logging tools, including Cherwell,HP Service Desk, STARS Service Management, ServiceNow and Service Anywhere. • User Administration – Active Directory, Citrix (Management Console), SAP and RSA SecurID.• Email / Messaging Administration – Supporting and maintaining Microsoft Exchange, Clearswift Secure Email Gateway(SEG), CJSM and Egress Switch.• Server Support – Proficient with Windows Server versions up to 2016 and experience administrating these virtually via VMware vSphere (vCenter) and Hyper-V. Some experience with AD Group Policy Management and the creation and amendment of GPOs.• Application Administration – Proficient with Microsoft Office versions up to 2016. Responsibilities included Office 365 administration and related licence allocation. Additional responsibilities included Skype for Business Server administration (Number and Hunt Group configurations), in addition to providing end user support for Citrix, SharePoint and OneDrive applications.• Network Security – Some experience with Sophos Unified Threat Management (UTM) Firewall and Symantec Endpoint to administrate network protection.• Mobile Phone Support – Enrolment of mobile devices within Microsoft Intune via SCCM. I was the SME on-site responsible for supporting and documenting major contract rollouts across the estate in relation to mobile devices.• Device Administration – Supported end user Laptop and Desktop devices remotely, with software deployment administered via SCCM and Thin Client support via Citrix. Provided printer administration via PaperCut MF and Endpoint Full Disk Encryption support for Laptops.

Warrington, United Kingdom

Key Roles:• Active Directory Administration for user accounts and devices (User Management and Access Control).• Email Administration – IBM Lotus Notes – Domino Admin, Client Installation, Configuration and Support.– MIMEsweeper – Email inspection and filtering.• DHCP and DNS Administration – Responsible for the creation and maintenance of DHCP scopes across supported clients, which included providing 3rd party support for DHCP to proximity engineers when configuring new WYSE Terminals and Printers on-site.• Use of Radia Client Automation Software for OS deployment, maintenance and patches, as well as the deployment of images via network / PXE boot and specialised AT (Assistive Technology) software, such as Dragon NaturallySpeaking.• Application Administration – BlackBerry Enterprise Server (BES) and IBM Lotus Domino Admin.• Remotely supporting client machines over the network via Citrix and remote desktop connection, as well as the configuration of Desktops, Laptops, Thin Client devices and network printers via liaison with third party suppliers.

Warrington, United Kingdom

Key Roles:• Management of Change, Problem and Incident queues across a variety of different contracts, ensuring that SLAs are maintained and that any impending SLA breaches are escalated when appropriate.• User Administration – Active Directory, Citrix (Session / Profile Issues) SAP, CJSM and RSA SecurID.• Monitoring Incidents, including liaison with a multitude of teams and third parties to co-ordinate timely resolutions.• Directly assisting with the handling and resolution of Major Incidents, and identifying the root cause of these.• Identifying key processes and areas to improve quality of service, thus increasing customer satisfaction.• Investigating incidents and analysing impact on service until resolution, ensuring all progress and correspondence is logged to help determine trends and allow for the appropriate escalation and a therefore quicker resolution.

Warrington, United Kingdom

Key Roles:• Day to day management of the RFS mailboxes, ensuring that all correspondence is logged within HP Service Desk.• Management of RFS, ensuring they are assigned correctly within agreed timescales and completed within SLA.• Monitoring SLAs, including regular liaison with Areas, CSMs, Third Party Suppliers and other teams to ensure that requests are completed within their SLA by escalating impending SLA breaches when necessary.• Placing procurement orders for IT equipment and software via 3rd party suppliers, such as Vodafone, Dell and Xerox.• Responsible for maintaining the accuracy of the businesses’ asset information stored within the CMDB.

Btec, Level 3 Extended Diploma, Double Distinction* Distinction (D*D*D)

Activities and Societies: ● Student Ambassador for the IT department.● Communication & Employability Skills for IT ● Maintaining Computer.

High School, Information Technology, 9 Gcses At Grades A*-C And 2 Btec Qualifications Grades D* And D.

Activities and Societies: ● School Prefect ● Seat on the Student Council ● School Rugby Team