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 all P1 production issueso Reduced AWS hosting costs by 15%o Instilled a target driven culture within the support function using SMART objectiveso Defining SDLC release policies, and processes to ensure seamless transition from development into supporto Lead quarterly service reviews with clients and vendors to instigate service improvement performanceo HR admin – recruitment, performance reviewso Project Manager for PS PUM process, AV upgrade, network upgrade, and hardware refresh cycle o Release Manager for development migrations into Production environmentso Client and supplier contract renewals

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• Leading training sessions and workshops for the business to ensure IT is aiding productivity• Providing VIP support to Executive Committee • Providing on-call L3 support to the European Hotel estate• Elected on to the Employee Survey Council within GT to drive employee engagement 3 years in succession

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• Devising a Global Technology ‘Home working’ standard for Europe• Providing ELS and training on how to use Video Conferencing equipment

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• Providing 2nd and 3rd line server support on MS Server 2003/2008, VM Ware, AD and the BES• Creation and configuration of physical and virtual servers (Microsoft 2003 /2008 & RHEL 4.1)• MS Exchange administration, using mail track, mailbox creation, setting mailbox limits etc.• Data Centre hardware infrastructure maintenance e.g. CAT 5e and Fibre patching, server racking etc• Assisting in setting up the EMEA Data Centre and relocating the London office • Planning and relocating company satellite offices in Taiwan, Singapore and Paris• Mentoring the junior member of the IT team• Assisted users with email migration from Outlook 2007 to Lotus Notes 8.5May 2008 – May 2010• Managing and implementing the Windows 7 upgrade project in the London Office • Providing 1st - 3rd line IT support• Liaising with 3rd party support contracts e.g. Vodafone, HP, Sun and Lenovo etc• Administration of the VoIP telephone system (Mitel 3300)• Relocating company satellite offices. Taiwan office, Singapore office and Paris office• Mentoring Junior Member of the team• Providing desktop support to employees remotely and in person.• Creation of Machines and accounts for new employees• Providing IT induction for new employees on how to access the IT Network and how best to use the company’s IT resources.• Liaising with support contracts

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• Installation of 3com switches• Ensuring all users within the London office are fully equipped to work with IT equipment• Configuration and general maintenance of the telephone system• Imaging new PC’s using Ris Server and Windows Deployment Services• PC hardware upgrades• Installation and configuration of software applications onto PC’s• Configuration and installation of wireless routers and wireless 3G cards• Configuration and activation of managements blackberry handhelds with Blackberry Enterprise Sever• Issuing and activation of London Site’s security passes.• Archiving live project data periodically.• General maintenance within Active Directory• Working with public folders in Microsoft Exchange• Providing access rights to secure files within the network using group policy management• Liaising with suppliers for the purchase of new IT equipment• Configuring users to access Outlook Web Access and troubleshooting any issues which arise• Liaising with support contracts to have faulty equipment repaired or replaced.• Monitoring the use of internet activity using internet monitoring tool web sense • General IT trouble shooting issues• Aiding IT director with the 1st and 2nd phases of installation of IPT within the practice (VoIP)• Producing reports on potential new technologies to implement within the practice e.g. WSS3, Windows Mobile

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• Creating and assigning working log requests to relevant second line support categories• Recovering deleted files from the server• Resolving user issues using a remote control facility• Re-setting user passwords• Informing users once their requests have been resolved and to check for re-occurrence of the problem to maintain and improve the customer service of the help desk

London, United Kingdom

Bachelor'S Degree, Computer Science

Activities and Societies: University Football Team

A Level, Information Technology, Business Studies, Geography