James Fildes Email & Phone Number

Perth, Wa, Au

Perth, Western Australia, Australia

Manchester, England, United Kingdom

Responsibilities:Responsible for the ownership of Backup and Storage towers during an extensive IT outsourcing project. During the handover project I held meticulous knowledge transfer sessions as part of system handover to the MSP.Post-handover, I supported the MSP with the cloud migration to move 95% of infrastructure to Azure by January 2021.As well as this I am primarily responsible for developing IT infrastructure services, including IAM implementation, migration of DFS Servers to Azure and acting as SME for system consultation and changes via the change management process. Manage all IT Operations audits with internal and external clients and ensure adherence by the MSP to all IT Operations ISMS policies and IT general controls. Additionally, this includes Disaster Recovery and Business Continuity Planning to provide maintenance and testing of application service redundancy to ensure services remain highly available.

Manchester, United Kingdom

Responsibilities:Provided 3rd line support and ownership of the following systems:● Office 365.● Azure.● Backup Management (Dell EMC Avamar/Veeam).● FTP Infrastructure (encryption, server management).● Storage (Dell EMC/HPE Bladecenter).● Varonis Data Security Platform (GDPR management and application patching/upgrades).● VMWare ● Exchange (Including Encryption, Archive and Spam analysis).Achievements:As well as my day to day responsibilities I have been involved in several projects during my time at Hoist including:• Varonis DSP implementation• FTP server consolidation• Fax migration from on-prem to cloud solution• Managed entire debt collection system infrastructure migration from Polish to UK datacentre• Managed IT infrastructure setup of first office location in Romania.

Sale

Responsibilities:· Provide 3rd line application support to end users. Identify, research and resolve technical problems/incidents.· Provide support of online systems to both internal and external customers.· Documents, tracks, and monitors problems to ensure a timely resolution.· Create FAQ and knowledge base articles for all network, infrastructure and software issues and train IT team members.· Anticipate, mitigate, identify, troubleshoot and correct hardware and software issues on network/server infrastructure and workstations.· Gather requirements and manage the full project life-cycle for all UK IT projects.Achievements: Project managed IT infrastructure office move after 2 weeks in the business. Gathered requirements for IT infrastructure hardware upgrades and collaborated with US IT teams to deliver desired specifications. Ensured timely move and installation of all network/server hardware and services to guarantee minimum downtime for end users. Migrated UK domain shared folders into SharePoint 2016.

Manchester, United Kingdom

Working within a SaaS organisation, I managed the Global IT Service Desk team (1st/2nd line engineers). This function provides 24x7/365 Service Assurance to multiple fortune 500 businesses.Responsibilities:• Manages support team to defined processes and procedures.• Manages day to day operations for requests and incidents.• Produce performance metrics and data analysis to identify areas of service improvement.• Escalation point for clients and internal support.• Provide guidance and expertise when engaged as escalation.• Leads team meetings, major incident reviews and training sessions with peers.• Plans and monitors development plans for all service desk analysts. • Ensures team follows correct process for raising tickets and resolving.• Ensures team follows correct process for capturing knowledge and going through a peer review.• Maintain team rota to ensure effective coverage for core business hours.• Mentors all service desk team members to ensure a high level of knowledge of all Planixs applications.Achievements: Produced change/incident/problem/knowledge management, onboarding/offboarding and request fulfilment processes from scratch to enterprise level. Created an IT Service Desk knowledge base and defined style, layout, document categorisation and the process for capturing knowledge from 3rd line teams.

• Provide 3rd Line IT support for all issues escalated by the Service Desk. • Maintain and support all systems/applications (Finance - SUN Systems/Tempest and Recruitment – Profile RPM/Daxtra) across multiple environments (Production, Dev, Test) on Windows Server 2003R2/2008R2 and SQL Server 2005/2008R2. Assist within management of Tempest application web server on MS Server 2008R2 and IIS 7.0.• Manage business projects life cycle including all aspects of projects – PM, QA, BA, and development.• Maintain and develop relationships with key stakeholders in the business operation and the accounting and finance teams.• Ensure that compliance requirements are in place for all systems.• Ensure comprehensive documentation is in place for each system, including process flow control and change control processes.• Assist other team members with running projects and improving systems.• Develop, facilitate and maintain best of breed application support tools including knowledge base and monitoring procedures to aid in the applications maintenance support process.• Running multiple projects from end to end. Facilitating all project related meetings.• Manage vendor relationships, including budgetary control.Achievements: Developed, documented and implemented change management processes. Managed and implemented the replacement IT Service Management tool (Service Now) project. Provided BA, QA and PM to configure and implement a replacement Recruitment Management System (eRecruit) hosted on an Azure platform.

• Managed a team of 3 Technical Support Engineer’s and trained and mentored in all aspects of support techniques, procedures and processes. • Produced and analysed weekly reports for IT Head detailing support trends and common issues. • Created knowledge base, documented all processes and procedures and re-wrote all existing 1st/2nd line documentation. • Performed incident management to ensure all tickets logged by the Technical Support desk were identified, categorised, analysed, escalated where necessary and closed correctly. Completed problem management process and performed root cause analysis. • Assisted the Application Support Coordinator with managing projects.• Managed and maintained the Microsoft infrastructure including Windows Server 2008/2012, Active Directory, Exchange, Group Policy and WSUS.• Managed and maintained third party applications (SUN, Profile, and Tempest).Achievements: Promoted to Application Support Engineer position. Developed, built and maintained new Intranet site in collaboration with US office. Managed and Implemented a candidate skills testing application (ProveIT) project.

• Resolved support calls for internal applications; Profile, Office, Citrix, Blackberry and other packaged and bespoke applications within specific SLA’s.• Performed upgrades to software as approved by the Head of IT.• Performed desktop, laptop and thin client builds as outlined to company SOP’s.• Document new procedures and update current ones where appropriate.• Administer AD/Exchange in line with SOP’s.Achievements: Promoted to Lead Technical Support Engineer position. Restructured and delivered training plans for all new Technical Support Engineers. Raised 2421 1st/2nd line tickets in 8 months with a 100% closure rate.

Brisbane, Australia

• Responsible for the Ellipse (ERP) Project 2nd line Support Desk and all activities including the identification, prioritisation and resolution of reported problems from the ISD Service Desk; whilst liaising with other 2nd/3rd line support staff where appropriate.• Proactively analysed calls and identified resolutions, so to create a knowledge base for future fixes as well as reporting on call trends to the ICT Technical Manager.• Liaised with the 3rd party vendor regarding Ellipse (Enterprise Resource Planning system) software errors/upgrades and managed the creation and completion of work orders.• Redeveloped the Ellipse work order creation and change management process.• Provided Windows Server 2003/2008 support/analysis. • Provided Citrix troubleshooting for end users and managed Citrix servers, published resources and connections via the Citrix Management console.• Monitoring of the Ventyx AXIS system (hosted B2B integration enterprise-level solution) to ensure business transactions were processing and reporting faults to the vendor. Achievements: Defined and redeveloped the existing Ventyx Ellipse defects work order and change management procedure. Created extensive procedural documentation for project team members and the ISD Service Desk. Introduced regular Ellipse 1st line fix training sessions to the ISD Service Desk which enabled a 30% reduction of incidents escalated to 2nd line.

Christchurch, New Zealand

Achievements: Supported 20 locations on-site and remotely (using MS SMS, VNC and Altiris). Deployed 200+ replacement PC’s/laptop’s and imaged them using Altiris Deployment Platform and Symantec Ghost.  Defined and developed the PC rollout procedure resulting in a 50% reduction in processing times.  Renegotiated replacement PC purchasing and decommissioned PC storage costs.

Altrincham, Cheshire

• Provided desktop support remotely and on-site for 600 clients. • Windows 2000/2003 server support.• Router, switches, VPN and wireless network support, installation and troubleshooting.• Network printer installation, maintenance and troubleshooting.• PC desktop/laptop hardware maintenance and installation.• Administered mail/domain accounts (MS Exchange/AD). • Supported Office 2000/2003/2007, Windows XP, 2000, Vista, Dynamics, Symantec Backup Exec.• Administered web/email marshal monitoring systems. Achievements: Received an excellence award for customer service. Created and delivered IT induction training for new employees.

Manchester, United Kingdom

• Supported 5000 desktop clients and 4300 EPOS (UNIX and later Windows OS) outlets.• Provided desktop support for both hardware and software.• Provided 1st line support for retail warehouses e.g. AS400.• Completed a 3 month secondment as an Application Administrator to test and document solutions for a new Windows based EPOS software (InControl); which replaced the previous UNIX based software (VISION).• Implemented an overview for InControl (EPOS software) fixes to the IT Service desk.• Communicated with departments/engineers to achieve and maintain service level. • Managed the desk; covering the duty manager’s roll in their absence.• Worked to specific targets to ensure SLA’s were not breached.Achievements: Created and delivered training for 30+ service desk and management staff for 1st line fixes of the new Windows EPOS platform.  Completed a 3 month secondment with the 2nd line System Administrator team to test for potential issues with the replacement EPOS OS platform.