John Hoole Email & Phone Number

Preston, England, Gb

Preston, England, Gb

Preston, England, United Kingdom

• Moving from incumbent third party to Azure with ANS• Support Escalation• Point of contact for risk and compliance

Ashton, England, United Kingdom

• Acquisition IT mergers from various platforms to Azure, New office planning and setup (IT), ISO 27001 and migrating Google workspace users to the Microsoft environment • Tenancy migrations using avepoint fly to merge an acquisition • Completed a project migrating existing Home Services employees to a new structure in Lowri Beck, projects include IT Transition, Mobile phone transition, Engineer hand held terminal roll out, data migrations and support. • As part of the transition team - Project was 5 weeks early and 2 million under budget.• Completed a project migrating and consolidating mobile phone contracts from Utility Warehouse Home Services and Lowri Beck Staff by discovering and removing 800+ unused sims and legacy APNs from sims. Saving £12000 a month or £144 000 a year.• on boarding acquisitions including purchase and implementation into Azure of domains.• Setup and deployment of Intune endpoint management platform for laptops and mobile phones, autopilot, app deployment and policies in effort to end reliance on on prem infrastructure.• Saved 12K a year on Power Bi licensing by streamlining processes and user education• Carried out security and general audit recommendations as Global Administrator of the Azure/Cloud environments

Bolton, England, United Kingdom

Single point of contact for 300+ engineers and 200+ back office staff• License procurement, allocation and management• Responsible for roll out of Intune for endpoint management • Wrote all technical documentation for end users• Deployment and management of Genesys phone system including IVRs and call flows with automated bank holiday checks.• IT Kit procurement• Project work such migrating Genesys environments from UW, mobile phone managed service for engineers to return faulty phones with limited downtime, setup and deployment of shared drives and others• Implemented Google Meet in all meeting rooms at head office• Helped shape development of industry used app TASK by Beboc, used by UW, Magnum utilities and more, having recommended features implemented to meet the needs of engineers in the field.• Communications to all users• Global admin for AzureAD and Intune• Administrator of Lucid Chart, Genesys, LiveAgent, Google Workspace, Office, AzureAD, Intune, Adobe amongst others • Procurement, setup and deployment of Warehouse Scanners along with RMA portal.• Deskside setup of all new starters• Hardware maintenance, swapping laptop screens, keyboards, HHDs, internals etc• Deployed Chrome OS Flex as during Covid pandemic (prior to my arrival) devices where Windows 1- Home - this saved thousands on licensing for Windows 10 Pro as Chromebox's where already in use in office.• Security and pen testing remediations

Bolton, United Kingdom

• Research and deployment of software• Configuration, setup and roll out of a new Service Desk and Ticket Software - which has its 10 thousandth ticket 3 years after deployment and just before me leaving.• Configuration and roll out of Mobile Device Management for Apple iPhone and iPads• Support for internal IT related issues, troubleshooting, configuration and upgrades• Providing guidance to users on internal systems• Assisting with installation and configuration of new systems• Maintaining server and networks• Maintaining quality assurance with software solutions• Assisting with streamlining systems internally to ensure maximum effectiveness• Maintaining and configuring user equipment including laptops and mobile phones• Hardware support of peripherals (printers, iPads etc)• Maintain the inventory of equipment• Maintaining records of software licences in line with company procedure• Developing and maintaining IT policies• Designing PC build images and deployment methods using image-based installation• Windows Account Creations• Monitor Computer room environment against criteria such as: security; temperature; electrical services (UPS’s).• Travel between all sites to setup, support and grow IT infrastructure• At time of leaving had put in 15 hospitals, hardware, printers, diagnostic machines etc

Manchester, United Kingdom

Setup for new projects on boarded to Secure IA including setting up user accounts on Secure Gateways, AD accounts to allow single sign on to SharePoint from secure gateways and setup of Citrix for certain users.• Small amount of telephone calls come into the desk mainly password resets for the Secure Gateway provided to secure hosted applications.• Clients include HMRC, the MoD, Legastat, MBDA and the Single Source Regulations Office• Involvement on R&D (Research & Development) projects• Procurement of SPLA agreements• Research, Order and Purchase of Hardware• Health checks on entire network, checking all servers, client applications, AV status etc in conjunction with system monitoring• Extensive use of Vertias Netbackup• Renewal of IT maintenance and support contracts• Application and adherence (and ensuring others do) to the procedures and processesoutlined in the company ISO9001 Quality Manual• IT Systems Asset management (both internal and customer)• Production of service desk procedure and testing plans and acceptance testing for new operating systems, hardware permeations etc• Out of hours support for various customers

Preston, United Kingdom

• Setup for new projects on boarded to Secure IA including setting up user accounts on Secure Gateways, AD accounts to allow single sign on to SharePoint from secure gateways and setup of Citrix for certain users.• Small amount of telephone calls come into the desk mainly password resets for the Secure Gateway provided to secure hosted applications.• Clients include HMRC, the MoD, Legastat, MBDA and the Single Source Regulations Office• Involvement on R&D (Research & Development) projects• Procurement of SPLA agreements• Research, Order and Purchase of Hardware• Health checks on entire network, checking all servers, client applications, AV status etc in conjunction with system monitoring• Extensive use of Vertias Netbackup• Renewal of IT maintenance and support contracts• Application and adherence (and ensuring others do) to the procedures and processesoutlined in the company ISO9001 Quality Manual• IT Systems Asset management (both internal and customer)• Production of service desk procedure and testing plans and acceptance testing for new operating systems, hardware permeations etc• Out of hours support for various customers

Chorley

• Creating SAP accounts for CSCs clients including Urenco, BAE and Selex• SAP account administration• Reporting for CSCs clients, currently UKAE and The Financial business group within BAE• Reports include SAP database utilisation, average response times etc• Involved in project work such as a roles refresh at BAE and the move to a CUA within SAP at Urenco• SAP license audit work• Project Management of incoming projects from supported business• Involved in Amey outsourcing their IT to CSC – Creating and implementing process and knowledge documents• Offshoring work to India which involved remote training (Webex) of Indian colleagues supplemented by work instructions and technical documents I had created• Working with the technical service desk to implement improvements in process and work flow pertaining to SAP tickets

Preston, United Kingdom

• Acted as an “Assist agent” when other agents are stuck will calls or have queries they call a line to get an Assist agent who will assist their colleague.• Started to support more accounts such as General Dynamics• Using remote tools to resolve issues and where not available talking user through resolutions• Supporting CSCs own internal network

Preston, United Kingdom

• Sole service desk point of contact for multiple accounts, Telent, Springfield Fuels, Transport for London, BAE, Selex-ES to name a few• Call Handling and problem resolution for all calls into the Preston service desk• Major incident management for accounts into the Preston service desk• Also encompassed everything listed below under the company CSC• User Acceptance Testing for new accounts such as Bolero and Air BP• File Restores• PC “Rebuilds”• Liaising with third party companies to implement resolutions• Supporting Lorenzo for the NHS• Installing software via SCCM

Preston, United Kingdom

• Reporting and Trend analysis for new calls coming into a ring fences specialist team on the service desk at the time supporting Office 2010, SAP 7.2, Workspace and IE8 new deployments to BAE.• Technical Knowledge document submission based on finding new fixes to new problems into the services desk this included the writing up and testing of the document.• Was part of a ring fenced team to stop new calls about new products impacting the service desk.

Preston, United Kingdom

• Tier 1 (frontline) IT support for BAE systems and Selex-ES using remote software and when not available talking user through resolutions• Keeping to agreed service level agreements• Went from being a temporary employee to a permanent one.

Preston, United Kingdom

• Taking calls escalated from 1st line• Keeping to agreed service level agreements• Talking users through fixes and giving general PC, broadband and wireless advice.• Supported a multitude of popular router brands such as Belkin, Netgear, Huwei, 3COM to name a few• Part of a team setup to support all operating systems and customer hardware in an endeavour to get users on line.• No support documentation so all fixes where based off the advisors knowledge and training• This role expanded to take and troubleshoot telephony faults, no dial tone, crackling lines, high open faults etc• In-depth Wireless and Broadband training as well as call and objection handling.