Providing 1st/2nd/3rd line support across multiple sites and domains for over 5000 users. Plan and implement major projects to completion including new system builds and software deployment.Active monitoring for the entire Betfred estate, Pro-active approach to ensure live systems run smooth 24/7 • Microsoft Server Support• Microsoft Active Directory Support (Multiple Domains)• Microsoft Exchange • Virtualization (VMWare - VCentre)• Citrix Implementation/Support• HP SAN configuration/support• Microsoft Desktop Support• Apple MAC/iPad/iPhone Configuration/Support• Ongoing project work in support of business development.

I started at RW Communications in 2007 as a 1st/2nd line support engineer and then progressed to Regional Supervisor in January 2008. My Duties are numerous and varied. My duties range from dealing with 1st/2nd/3rd line support queries to managing major issues that have occurred. My responsibilities also include making sure the RW Communications support desk is up to date and make sure all engineers are on top of there work load as well as managing the North West regions support staff. My role also includes creating weekly statistics report to make sure the support desk is performing at an excellent level. My work also includes monitoring all systems for our 100+ client base and reacting to any issues seen by our monitoring software. My role also requires me to support our DMZ, within our DMZ I am responsible for looking after the hosted mail servers, web servers and DNS serevrs. These servers host over 500 customers gateways and accounts.Planning and implementing installations is also a big part of my work load. This ranges from a single user setup, up to a multi site setup using multiple firewalls, servers and virtual servers. This part of my role requires me to liaise with customers, our sales team and engineers so we can plan the setup from start to finish. I am then required to make sure all is working correctly and is kept to schedule.• Watchguard/Sonicwall Firewall Implementation/Support• Watchguard XCS Email Security Installation and Configuration • Sonicwall CDP Implementation/Support• VPN Implementation• Network Design• Windows SBS 2003/2008 Implementation/Support• Microsoft Server 2003/2008 Support• Microsoft Active Directory Support• Microsoft Exchange 2003 Support• Microsoft Exchange 2007 Support• Virtualization (VMWare, Hyper-V)• Microsoft DNS and DHCP• Dell/IBM hardware Support• Gamma IP Phone Design• Gamma IP Phone Implementation• Customer Support Management• HOTH(house-on-the-hill) Supportdesk

Providing 1st/2nd line support in an helpdesk environment and responding to logged calls within the given SLA for 400 + UsersProviding support for bespoke applications remotely and on-siteInstall, configure, and troubleshoot hardware, peripherals, and equipmentBuilding and Upgrading of new user PC systems and related hardware and softwareSupporting over 400 desktops and over 80 servers running Windows 98/NT/2000/2003 and XP and their applicationsInstallation and configuration of printers, plotters and scannersLiaising with third party suppliers/maintainersAdministration and maintenance of several active directory domainsWorking with Exchange 5.5/2003 accounts, setting up accounts and distribution listsMaintaining and monitoring the local area network through both hardware and software means