Lee Herbert Email & Phone Number

Bollington, Gb

Bollington, Gb

Manchester Area, United Kingdom

Manchester

Manchester, Greater Manchester, United Kingdom

Manchester, United Kingdom

Cheadle

I am currently working within the technical support department providing assistance with break / fix application errors. This role requires me to use my excellent fault diagnostic skills and wide range of technical knowledge in order to identify configuration errors, possible software incompatibilities, and environmental errors to facilitate resolutions. Within this role I consistently face difficult technical challenges that need to be dealt with effectively and efficiently within tight deadlines. I am able to achieve this due to my well organised and structured work ethic and my personal drive and experience gained within this role and previous roles. Obtaining appropriate information during case investigations and ensuring that information is shared within the team and records kept up to date, allows known issues to be resolved much quicker and the team is able to operate well without needing to request duplicate information or diagnostic activities. I work well within the team and consistently provide assistance to colleagues to ensure that the department operates effectively whether this is assisting with investigations, sharing my technical knowledge or identifying technical development areas that team members may wish to pursue in order to strengthen their knowledge and improve their diagnostic abilities.

I am currently working as part of the field services 2nd line support team providing support to multiple sites. Support covers windows client administration, planning, implementing and coordinating office opening, closing and relocation. Installation of hardware and software both manually and through software development tools. Ensuring call escalations are dealt with in a timely and efficient manner ensuring SLA’s are met or exceeded. Building of knowledge based systems to increase first contact resolution of issues. In addition to providing 2nd line support I am also involved in ensuring escalation to 3rd line support are kept to a minimum by using my previous 3rd line support knowledge. Duties•Updating and monitoring IT user accounts.•Maintenance and management of Windows clients (XP, Windows 7).•Maintenance and management of Virtual system environments.•Providing maintenance support and break-fix solutions.•Continual service improvement•Follow and create documented processes i.e. change control.•Microsoft DFS management.•Liaising and meeting with internal and external suppliers of IT services.•Troubleshooting technical problems and implementing solutions.•Supporting a multi-site IT infrastructure.•Responsible for fast and accurate troubleshooting of reported faults.•Providing technical support via helpdesk systems for a wide range of internal applications.

I worked as part of a proactive team of support staff responsible for delivering a high quality, customer-focused professional service. Essentially a 3rd line support role my daily duties were focused upon datacentre administration. This involved supporting a Wintel environment consisting of physical and virtual Windows Server 2003/2008 machines. The virtual environment spanned from VMware ESX3.5 initially and during my time with the company this environment was upgraded to Vsphere 4. Maintenance of the physical environment consisted of troubleshooting issues, monitoring system health and deploying new windows servers and VMware hosts. In addition to general 3rd line support activities I was involved in a number of large scale projects to consolidate and rationalise 6 existing datacentres into 2 primary datacentres. This involved building and deploying VMware ESX hosts and configuring the virtual centre with HA and DRS clusters, deployment and configuration of SAN’s and virtualising existing physical servers. Duties:•Updating and monitoring IT user accounts.•Maintenance and management of Critical Windows based server environments.•Maintenance and management of Virtual system environments.•Maintenance and management of Active Directory and DNS.•Managing and monitoring of backups in multiple locations.•Exchange management tasks 2003 /2007.•Building & configuring VMware ESX 3.5 and Vsphere 4 servers.•Managing and maintaining VMware infrastructure.•Managing and maintaining a Citrix Presentation Server 4.5 environment.•Continual service improvement•Follow documented processes i.e. change control.•Project management, including office and data centre opening and relocation.•Microsoft Clustering & DFS management.•Liaising and meeting with external suppliers of IT services.•Troubleshooting technical problems and implementing solutions.•Supporting a multi-site IT infrastructure encompassing in excess of 2000 users.

The role involved working as the operations and infrastructure supervisor responsible for a team of 4 support staff. This was a fast paced customer-focused environment. I provided a high level of technical support to internal users. I was responsible for the enterprise architecture and its development. The role developed into managing of a team of 7 support engineers, including staff communication, appraisals, training and staffing arrangements. Documentation of processes and procedures and implementation of an ITIL based service management infrastructure.Duties:•Maintenance and management of Critical Windows based server environments.•Maintenance and management of Virtual system environments.•Maintenance and management of Active Directory and DNS.•Implementation of Exchange 2007 environment and migration from Exchange 2003.•Management of Exchange 2003 / 2007 environment.•Managing and monitoring of backups in multiple locations.•Providing maintenance support and break-fix solutions.•Follow and create documented processes i.e. change control, continual service improvements, service delivery, service level agreements.•Liaising and meeting with external suppliers of IT services.•Troubleshooting technical problems and implementing solutions.•Provide advice on IT equipment and software acquisition in line with agreed budgets.•Providing technical support via helpdesk systems for a wide range of internal applications.•Management and development of team members.•Management reports.•Enterprise architecture planning, consultation and development.