Jonathan Vella Email & Phone Number

Malta

Malta

St Julian'S Malta

Malta

Malta

Malta

Malta

Ensuring that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.1. Oversee all requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers. 2. Train, coach and mentor Specialists including career development. Oversee staff activities. schedule employees working times and provide backup support. Interact with internal and external customers. 3. Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, as needed. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitoring and managing Jira our ticketing system platform (participating in escalated tickets as needed).4. Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation. 5. Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information.

Malta

• Resolve actual or potential problems with IT infrastructure in a timely and proactive manner in order to deliver continually available production level capabilities necessary to meet business objectives• Experience in developing methods to automate routine tasks that heavily impact the Service Desk and IT Team such as Windows deployment and maintenance duties using WDS, PDQ, orchestration tools and scripting using Powershell• Maintaining the Company's hardware Inventory • Responsible for co-ordinating Video Conference meetings on site, or in overseas locations hosting more than 180 attendies all connected through Microsoft Teams, Skype For Business, Tanberg or Polycomm Systems• Maintaining computer systems, servers, network switches and peripherals• Providing Technical support Level 1, 2 and 3• Responsible for training new joiners for roles (Interns, Servicedesk agents & Automation)• Work under SLA & Incident Management (Remedy) with increases productivity, scalability & performance of application• Talking staff through a series of actions, either face to face or over the telephone to help set up systems or resolve issues• Monitor Systems performance and provide security measures by tracking any vulnerabilities and fix in a timely manner• Experience in Active Directory, creation, deleting, modifying users / computer account information, resetting passwords, creating GPO’s, including configuration of network shares, OneDrive, mail setup (forwarding, archiving)• Global Administrator experience on Office365• Backups & data recovery• Experience in maintaining and Setting up of Asterix, Avaya Phone Systems• Maintaining and responsable for all peripherals such as printers, CCTV, Door Access control• Site / Offsite administrator supporting over 700 users, throughout all the offices and from remote.• A frequent traveller and a responsable Technical owner for the company's five Offices• Vice Servicedesk Manager

Daily troubleshooting and responding to business queries in a timely manner.Proactive monitoring of all servers/storage systems and internal networkHandling and reporting incidents including first line troubleshooting, impact assessment and escalation to internal 3rd line or service provider as appropriate within the established SLAs.Providing technical I.C.T assistance for office personnel both through hands on and also remotely.Maintenance and management of monitoring tools, ticketing systems such as Nagios & Nagvis Systems, Linux Centreon Monitoring Graphs, OTRS & Visnetic Mailflow Ticketing Systems, VMware Vcenter Clusters & Esxi v5.1 & v5.5. Maintaining the knowledge base and provide support for office systems after office hours if needed.Hands on experience on Microsoft Infrastructure Systems (AD, Windows, Exchange, SharePoint, Lync).

Malta (Europe)

Responsible for the company’s IT Infrastructure as an administrator and troubleshooting network/hardware, software problems, data migration, backups and installations. Also responsible for the Company’s website, mail, CCTV server, smart phone repairs & all IT equipment. Experience is never enough, so four years ago I opted to get acquainted also in the sales Industry since I have a flair for business as well. This integrated with me quite well and got the ball rolling in getting to Sales Export.I got also acquainted with electrical car parts, soldering and re-wiring of electrical car equipment, ecu re-mapping and working with fault diagnosis equipment.This has been some new experience to add to my profile.My Duties include;• Actively researching, testing and proposing new approaches to improving search engine rankings for our website.• Selecting search phrases and choosing keywords.• Building relationships with other SEO • Developing cross platform e-marketing strategies.• Purchasing of IT Equipment and software in line with agreed budgets.• Carrying out competitor research.• Software/Hardware related issues & Incompatibilities.• Viruses/Malware Removal• Daily Server routine backups. • Website Price changes• Tackling Issues with Exportation of Products.• Tackling Sales Disputes/Non Receivable Items.• Liaising shipments to third Parties (DropShip).• Hands on repairs on servers/notebooks/computers and printers.• Providing technical support via helpdesk systems for a various range of internal and external applications.• Providing technical support and repairs to any I.T related issue on site.• Updating and monitoring IT user accounts.• Network Configuration of laptops/Computers or Servers in a Domain environment.• Maintenance & Management of Windows based Applications.• Maintaining up to date antivirus levels on all machines.• Responsible for the fast and accurate troubleshooting of reported faults at no down time

Malta (Europe)

Bugibba

Responsible for the daily running of the company’s activities, including seeking new potential clients, liaising work between the team of staff and reaching strategic goals.Duties• Getting clients sites higher on the search engine results.• Actively researching, testing and proposing new approaches to improving search engine rankings.• Selecting search phrases and choosing keywords.• Advising and training up clients on the basics of search engine optimisation so they can look after their own websites.• Launching SEO campaigns for clients.• Internal link building within sites.• Building relationships with other SEO professionals.• Resolving technical issues related to a clients website.• Constant evaluation of keywords.• Searching for and finding suitable domain names for clients.• Monitoring and tracking the performance of SEO campaigns, including site traffic, banner advert performance and back links.• Providing remote support, advice and tips to clients.• Developing cross platform e-marketing strategies.• Involved in the annual SEO planning process.• On Page and Off Page Optimisation• Organising research and surveys.• Carrying out competitor research.• Purchasing of IT Equipment and software in line with agreed budgets.• Follow Documented processes, that is implementing change control procedures.• Liaising and meeting with external suppliers of IT Services.• Producing Accountancy Reports for Audit.• Communicating with both local and overseas clients.• Weekly Business meetings with members of staff.• Business projections with goal orientation• Tackling any daily issues that arise between the team.• Seeking new potential clients.

Working as part of a proactive team of support staff responsible for delivering a high quality, customer focused professional service. Providing the highest level of technical support and customer service both to internal staff and clients. Later promoted to a Senior Technician, my tasks were similar but involved added managerial roles such as quick decision making responsibilities and not limited to the duties below;Duties• Rebuilding and updating the company’s website.• Hands on repairs on servers/notebooks/computers and printers.• Providing technical support via helpdesk systems for a various range of internal and external applications.• Providing technical support and repairs to any I.T related issue on site.• Updating and monitoring IT user accounts.• Working on Active Directory accounts.• Network Configuration of laptops/Computers or Servers in a Domain environment.• Maintenance & Management of Windows based Applications.• Maintaining up to date antivirus levels on all machines.• Responsible for the fast and accurate troubleshooting of reported faults at no down time• Supporting a multi-site IT Infrastructure of at least 100 clients• Implementing Jobs in a timely manner in a back to back running schedule.

Education record

A & Intermediate Level Of Education, I.T, Accounts & Economics

Primary & Secondary Level Of Education