Jay Naran Email & Phone Number

Remote

o Delivery of the IT support service operationo Reduced opened incidents/requests by 20% by aligning service management processes to the ITIL frameworko Increased first time fixes for time sensitive payroll incidents by 10%o Manage, coach, and develop a team of support analysts, developers, and database admins, remotelyo Ownership of RCA investigations for.

Denham, Buckinghamshire, United Kingdom

• Triage between Customer Services team (1st and 2nd line) and Technical Infrastructure team (3rd Line)
• Liaising with stakeholders to ensure GT is providing the optimum service the business requires
• Increased productivity for European hotel IT operations by finetuning support processes
• Active Directory, Air watch, MS Server, SharePoint administration, and maintenance
• Escalation point for 2nd line queries within the support team
• Improved Wi-Fi performance in corporate offices

Denham

• Providing 2nd line support to IHG employees within the EMEA Region
• Leading the deployment of Office 365 from Google and providing ELS within the UK HQ
• Implementing a Knowledge Base repository throughout Global Technology
• Project managing the LANDesk Anti-Virus rollout throughout the corporate EMEA Region
• Being SME on the Change Management process
• Liaising with business partners to implement a Smart Solution ‘pop up’ bar

London, United Kingdom

• Active Directory, BES, MS Server 2003/2008, administration and maintenance
• Managing and installing the Windows 7 operating system upgrade project, for the Legal Solutions sector of the business
• Upgrading the imaging deployment process, and managing the images to be deployed
• Providing 1st - 2rd line support to Merrill employees within Europe, remotely and in person
• Liaising with 3rd party support contracts e.g. Vodafone, Dell, OMTI and Legal Craft etc
• Researching new technologies which can be used within the business.

London, United Kingdom

• October 2012 – January 2013
• Assisting with the transition of Algorithmics’ servers (MS Server 2003/2008, RHEL 4.1, AIX 6, ESXi 4.1) within the IBM network
• Installation and configuration of IBM’s in house server monitoring tool on to all Algorithmics’ London servers
• Installing the latest Windows patches onto all of London’s Microsoft 2003/2008 Server’s to make them security compliant
• Assisting with the physical server relocation from the Algorithmics’ Data Centre to the IBM Data CentreMay 2010 – October 2012
• Implemented the Virtualisation project (P2V) within the London Data Centre using VMware vSphere

London, United Kingdom

• General Helpdesk queries
• General 2nd line Helpdesk queries
• Recovering deleted / amended files from the server (Net Backup)
• Ensuring all data backup’s are completed each day and backup tapes are sent off site
• Monitoring resources and any potential bottlenecks within the network.
• Re-patching data and telephone ports

London, United Kingdom

• Answering and responding promptly to requests made via IT Helpdesk Mailbox
• Answering and responding promptly to requests made via the telephone and providing first time fixes
• Assisting users with everyday requirements such as creation of PDF files
• Maintaining the stock level of printer toners and cartridges
• Preparing request for service equipment for collection
• Creating and deleting entries into the corporate address book

London, United Kingdom

Bachelor'S Degree, Computer Science

Activities and Societies: University Football Team

A Level, Information Technology, Business Studies, Geography