Jesse Faulkner Email & Phone Number

Rochester, Gb

Working directly with business owner, entrusted with overseeing business as usual and empowered with technical decision-making and selection and purchase of products and equipmentOperating independently, often with sole responsibility for provision of remote and on-site first and second line client support, for troubleshooting and for hardware and software issue resolutionEnsuring best fit products to meet client needs by building relationships with third party providersDelivering added client value by proactively undertaking activities as required. This has included:o Assembling and setting up networking cabling from scratch; adding switches, sychronising communications between networked devices and troubleshooting DHCP, DNS, VPN issueso Supporting clients’ continued use of business critical software despite Windows 10 incompatibility by using VMware virtualisation software to provide on demand access to Windows XPo Maintaining users, computers and organisational units (OUs) within Active Directory; assigning group memberships and managing user profiles, email addresses, account permissions and similaro Optimising client network security through large-scale deployment and remote management of ESET Endpoint antivirus software and troubleshooting deployment issues where neededo Imaging client hard drives using Hiren’s to remove problematic anti-virus and replacing with ESET Endpoint Installing and optimising desktop PCs; authorising and enabling program deployment by synchronising all PCs with 365 server via script based button to allow licence authentication and program download Empowering clients to resolve frequently occurring issues by creating and maintaining knowledgebase systemsFacilitating IT induction training and coaching for client accounts; outlining IT policy and security protocols, creating new user access, introducing computers and drives and enabling user access to VPN and SharePoint

Worked as part of first and second line team of 12 in remote and on-site support of 1,000+ client desktops, laptops and servers, for 300+ client businessesEnsured cost-effective best fit email solutions; identified and resolved Active Directory, Exchange server and hosted exchange (Cobweb and Message stream) email account issues and set up POP and IMAP user accountsAdded value by additionally providing basic Apple Mac support, including server, email and network troubleshooting, as well as support for mobile iPhone and Android technologiesOvercame connectivity issues through network troubleshooting; configured IP via DNS and DHCP, initiated server side and user VPN for remote connectivity and resolved router and wireless configuration issues

Identified and resolved 2003, 2008 and 2012 platform server issues within large-scale client user environments, including disk space management, cluster failovers, and Active Directory administration, in adherence to rigid SLAs Maximised service availability for client users, in collaboration with virtual team members by prioritising and managing daily workload based on hierarchy of criticality using BMC Remedy ticket management systemDetermined best course of action for issue resolution by using virtual desktop infrastructure (VDI) as portal for remote connectivity and BMC BPPM monitoring tool to gain a server overviewUtilised VSphere client; connected via VDI and accessed VMWare to initiate, delete and monitor snapshots for use in repairing servers’ .NET framework, altering disc space, powering off and restarting servers among other

Worked flexibly and independently; performed regular daily 22:00 – 06:00 shift in overseeing management of multiple batch files in relation to hundreds of thousands to millions of pounds of purchased debt Held sole responsibility for accurate and timely completion and monitoring of overnight batch (ONB) processes and migration of completed batch files to contact centre staff systems for resumption of work at start of businessAvoided costly delays by ensuring that agreed deadlines for completion were consistently met; used Microsoft SQL server management studio expertise to manipulate specific overnight batch processes, as required

Independently supported and maintained business critical networked IT systems across nine depots and regularly travelled to depot sites to provide first and second line support for third party managed serversProvided on-site assistance to third party host organisation, Infrasys, in repair of malfunctioning depot serverGained extensive Active Directory expertise while acting as administrator for creation and management of user and computer profiles, settings and privileges on Windows 2008 server platformConfigured and customised computers (base units, single/dual monitors and VGAs) from factory settings to meet user specifications on Windows XP/7/8 platforms, including configuring hardware for transport sector use