Jonathan Partington Email & Phone Number

London, England, United Kingdom

* Customer advocacy, collaborating across the team ensuring timely resolution to customer support situations* Provide initial response for incoming customer support cases via our chat or ticketing system as needed* Demonstrate excellence in customer case management through resolution under measured SLAs* Update/create documentation for internal product support articles* Contribute to review of new product releases, maintain a high proficiency with the product and supporting technologies* Serve as liaison between customers and our product/development teams for all escalated product related issues, including product enhancements, bug resolution and overall product education

• People and team management for direct reports, including coaching and mentoring team leads as well asother individuals of the service operations team• Support team leaders and team members in the definition and progression of personal objectives• Lead the technical direction for the teams, ensuring training and development plans are in place, andrelevant certifications are attained where & when necessary• Work closely with customers to manage expectations and align with expected service levels• Work closely with SDMs across the region supporting continual service improvement planning, with focus on efficiencies and driving service quality upward• Work to contribute significantly to a culture of service excellence• Responsible for operational services by team resolver groups, and any escalations into vendors or thirdparties.• Collaboration across all Logicalis teams, particularly Solution and Practices, Customer Success and Finance.• Ensure Services are audit ready for ISO20000, ISO27001, ISO9001.• Work closely with other Logicalis entities to drive service performance and ensure close cooperation where required.• Work with Managed Services Director, and Practice leads, to help define and develop cost models includingsign off for operational services• Carry out Managed Services Team recruitment, as required.• Line management of all Technical Services team, including but not limited to timesheets, overtime, expenses,on-call, individual performance and technical skills development and training plans.• Carry out technical review of proposals and tenders which require Support Services insight and delivery.• Oversee Support Services resource balancing / planning based on demand.• Ensure Team Managed Service commitments are delivered on time and to expected standards.• Assist with any on-call and/or out of hours duties or requirements.• Carry out technical review of proposals and tenders which require Support Services insight and delivery

North Shields, England, United Kingdom

• Line management duties for Support Services Team, including time off requests, time sheets, training requests, 1-1s• Day to day office management of Newcastle Service Support Office;• Worked with Technical Services Leadership to pursue continual service development in line with the Q Associates strategy and Technical Services Roadmap• Assisted with Support Services Team recruitment• Helped to develop ITIL-aligned processes to drive efficiency and service excellence• Provided technical leadership advice where appropriate and required for all customer Service Support issues and requests• Oversight of resource balancing / planning based on prioritising demand• Technical review of proposals and tenders which require Support Services insight• Developed and coached team members to enhance their capabilities, supporting their career aspirations through 1-2-1 sessions and coaching interactions.• Managed customer expectations in line with service entitlements and contracted SLAs.• Developed and maintained professional stakeholder relationships both internal and external to the business• Worked to address and resolve customer escalations, maintaining a commitment to customer satisfaction.

This role was a continuation of my previous role as Support Engineer, with additional responsibilities:• Line management duties for Support Services Team, including time off requests, time sheets, training requests, 1-1s• Day to day office management of Newcastle Service Support Office;• Worked with Technical Services Leadership to pursue continual service development in line with the Q Associates strategy and Technical Services Roadmap• Assisted with Support Services Team recruitment• Technical review of proposals and tenders which require Support Services insight• Developed and coached team members to enhance their capabilities, supporting their career aspirations through 1-2-1 sessions and coaching interactions.

Newcastle Upon Tyne, United Kingdom

• Provided 2nd/3rd line break/fix incident support, event management and root cause analysis by phone, email, remote session & onsite for customer’s contracted NetApp solutions, as part of NetApp's channel partner program (similar and expanded product set outlined in previous role working as part of NGS) - Supported Commercial, Public Sector and Secure clients - Helped with configuration issues - Technical troubleshooting - Advised on work around solutions - Advised on implementing Patches / Firmware updates - Responded to requests for technical assistance by phone, email and webex where appropriate - Responded to Autosupport issues and possible issues with Autosupport set up - Worked within guideline SLA’s in responding to calls. - Efficiently and concisely documented customer calls / email support enquiries and resolution into the ticket logging / ITSM system - Tracked issues to resolution updating the internal knowledgebase and / or communicating learnings with the technical team - Escalated more involved problems to the vendor and / or the wider Q technical team - Worked closely with the Core Engineering Services who may have existing knowledge of the customer infrastructure - Worked closely with the Helpdesk Co-ordinator who will help to manage / update calls• Helped to develop and deliver value add and managed services to end customers as per contracted requirements (including monitoring, reporting & administration of customer end-point storage systems).• Worked with AutoTask PSA for ticketing and ITSM• Assisted with internal business operations (pre/post-sales, marketing & operations) as a technical expert• Assisted with on-call and out of hours requirements• Assisted in the fulfilment of partner program training and accreditation requirements and certifications for both NetApp and VMware• Contributed to team growth and development through appropriate ongoing knowledge transfer, training & documentation.

Newcastle Upon Tyne, United Kingdom

1st/2nd Line technical troubleshooting as part of NetApp Global Support for medium to enterprise level customers on the following areas in relation to storage management and integration using Netapp product range: Hardware:- FAS and V-Series filers (with Data Ontap 7.x or 7-Mode)- Disk shelves (SAS/FC/ATA)- ATTO bridges- Brocade switches (mainly for Fabric Metrocluster)Backup and disaster recovery: - NDMP- Tape and VTL- SnapMirror (volume/qtree)- SnapVault- OSSV- SyncMirror- SnapDrive for Windows and Unix- SnapManager products- SMBR- Virtual Storage Console- Netapp SRA for VMWare SRMMetrocluster:- Stretch and Fabric MetroclusterSAN/NAS: - FCP and iSCSI configuration in filers and hosts - CIFS & NFS, utilizing Active Directory, LDAP and Kerberos authorization and authentication protocols - Multiprotocol configurations and troubleshooting (NFS, CIFS, NLM, RPC, HTTP)[All above covered across various operating system environments (Microsoft Windows, VMWare, Enterprise Linux and Solaris) ]Performance:- Monitoring & tuning- LUN/IO Misalignment- Fragmentation- SAN and NAS latencies- Priority management- PAM configuration- Bottleneck detectionVirtualisation:- Virtualized environment troubleshooting as part of software integrated with hypervisor technology, such as VMware ESX / ESXi, Citrix Xen and Microsoft Hyper-V - Storage provisioning and management through SAN and NAS (see above), including VASA plugin, Virtual Storage Console, VAAI, etc.- Backup and DR of virtualised environments via framework plugins such as Virtual Storage Console and Netapp Site Recovery Adapter for SRM.Management & Monitoring- SNMP- OnCommand/DFM suite (Core and Host packages)- Netapp Management Console- Performance Advisor- Operations Manager- System Manager- Filerview

Provided network, end-user support and gallery installation support, as well as advised on future strategy to a number of organisations in Manchester and Newcastle.

Manchester, United Kingdom

Managed the IT and Technical teams in their provision of service covering all aspects of corporate, commercial and exhibition requirements.• Administrated a large multiple-server Windows domain with 200+ onsite end users (as well as offsite and international users via FTP, VPN/VNC & phone/email support)• Supported multiple format devices (including Blackberry and Apple products, as well as standard windows-based OS products)• Provided hardware and software support for those devices, including: - Microsoft Servers (SBS, 2003, 2008) - Microsoft Office (SBS, XP & 2007) - Microsoft Great Plains - Sage Payroll - Financial Director - Crystal Reports - MS SQL Server (2000 & 2005) - IPOffice - FSI Concept - TurboCAD - Symantec Endpoint - LBE Helpdesk - Adobe Creative Suite - Final Cut Studio• Managed all security needs • Budget management and procurement • Ensured appropriate data backup and disaster recovery in place and maintained • Planned preventative maintenance, proactive development and project management for all aspects of the organisation's IT and communications infrastructure.• Setup and support of technical requirements for corporate clients in a B2B environment• Setup and support of technical requirements for public and cultural events• Project management, installation and maintenance of technical requirements for public exhibitions as directed by the gallery's scheduled program

IT and network support and development for Newcastle-Upon-Tyne branch.• Onsite end-user support issues, handling end-user desktop and server support for standard and propriety bespoke software within their Windows domain network:- Windows 2000 Server - Windows NT 4 - Windows 2000 Pro- Windows Office suite (2000 & XP) - Sysmedia software• Hardware and software video/audio encoding/digitisation• Assisted in hardware and software procurement• Liaising with hardware and software suppliers on a support basis• Ensuring site security • Managing appropriate data backup and disasterrecovery and archiving • Implementing all technology-based upgrades &changes for the site • Coordinating with IT and other staff at six nationalsites to carry out company-wide projects

Bahons, Media Production

Gcse Through A-Level