Manager responsible for IT infrastructure support across regional offices within UK, including communications, technical support, resources, and managing day to day operations of the IT department. Working with Windows 10 and 7 operating systems on a mix of desktop and laptop clients. Managing a mixed server estate of physical and virtual servers running Windows Server 2012. Administration of Firewalls and VPN connections.

Approachable manager accountable for helpdesk staff which included appraisals, training, mentoring and resolving personnel and performance issues. Trained helpdesk staff on bespoke online exam software. Dealt with worldwide customer base offering IT support for online exam platform on a variety of systems. Remotely managed server and desktop estate in offices and users in USA, Benelux, Australia, Malaysia, India and China. Maintained backup integrity for UK and Worldwide server estate (a mix of physical and virtual machines). Managed network and firewalls between data centre and UK/Worldwide offices.

Influential team member providing helpdesk support for 200+ users in UK sites and helpdesk analysts in offices in Warsaw. Duties include maintaining the on-site server estate. Job role also necessitated administration of patching and security of servers using Microsoft WSUS, and Desktop Central, a Manage Engine product. Management of Backup regime, both onsite and offsite.

Role included extensive field work to customers’ sites within agreed SLAs, meeting contractual obligations including 3-hour on site resolution, and management of onsite and remote engineers.Key Achievements:Management of 20 remote and site based engineers Installation and build of Servers, Workstations, and Thin clientsCreation and delivery of diverse range of training workshops to service engineers Achieved 95% first time fix to minimise customer downtimeContinued successful diagnosis of desktop, application, networking and infrastructure issues including supporting Microsoft Windows XP/Vista/Windows 7/Office, Windows Server 2003/2008, Active Directory management, Backup products, Anti-Virus products, TCP/IP and Firewall ConfigurationsEstablished key interpersonal relationships to ensure resolution of operational issues