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.

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).

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.

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.

• 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.
• 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.

• 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.
• 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.

• 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.

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.
• 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.

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.

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).

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.