Luke Penfold Email & Phone Number

Greater New York City Area, USA

• Key member of the Project Engineering and Helpdesk teams. Manage project implementations, migrations, and client onboardings with information security at the forefront of all tasks. Provide guidance and mentoring..
• Develop technical architecture and… Show more Key member of the Project Engineering and Helpdesk teams. Manage project implementations, migrations, and client onboardings with information security at the forefront of.
• Develop technical architecture and strategic planning with Chief Technology Officer’s.
• Provide pre-sales advise for existing and new clientele.
• Provide senior management and project managers with technical project plans, processes, and timelines.
• High focus on implementing new process improvements for Project Engineering and Helpdesk teams. Ensure availability and correctness of documentation.

Poole, UK

• Outsourced to one of the leading theme park and attractions enterprise organizations in the world. Focus areas included but were not limited to Microsoft Exchange, Windows Server, and VMware, including the underlying.
• Technical escalation point… Show more Outsourced to one of the leading theme park and attractions enterprise organizations in the world. Focus areas included but were not limited to Microsoft Exchange, Windows Server.
• Technical escalation point for level 1 and 2 engineers, providing guidance and oversight.
• Troubleshooted and resolved issues including network/service outages, utilizing a methodical approach which yielded success quickly.
• Performed production system monitoring, focused on providing fast response and resolution. Responsible for addressing critical system alerts, in addition to configuration of objects within monitoring products such as.
• Implemented proactive system maintenance by monitoring system health and identifying opportunities for improvement via application/email alerting and manual checks.

Poole, UK

• Night shift team leader.
• Technical escalation point for level 1 and 2 engineers, providing guidance and oversight.
• Performed patching, upgrades, and critical troubleshooting during scheduled out of hours maintenance windows.
• Addressed and resolved critical monitoring alerts and system outages prior to the start of the business day.
• Predominantly supported server infrastructure, assisting with desktop support as needed.
• Worked together with vendors to resolve problems… Show more

Poole, UK

• Provided IT desktop support to numerous customers via remote, telephone, email, and onsite communications.
• Quickly progressed to server infrastructure support while still delivering high level desktop support services.
• Maintained customer documentation and guidelines.

Bournemouth, UK & Sydney, Australia

• Provided level 1 IT support to more than 1000 customers. Supported the leading retail point of sale (POS) systems in the hair salon industry. Stock controller, negotiated supply fulfilment and monitored and maintained.
• Head of hardware support and new builds departmentso Performed PC/POS hardware repairs.o Implemented new POS configurations and testing.o Performed image configuration, capture and deployment (WDS and Symantec Ghost.
• Head of hardware support and new builds departmentso Performed PC/POS hardware repairs.o Implemented new POS configurations and testing.o Performed image configuration, capture and deployment (WDS and Symantec Ghost.
• Stock Controlo Liaised with suppliers to ensure proper equipment order fulfilment.o Negotiated price and quantity with suppliers in order to secure the best possible pricing for hardware equipment. Such as PC’s.
• Managed Chip & Pin/credit card reader installationso Performed installations and performed issue resolution.o Trusted with credit card data while troubleshooting card transaction errors via online management system.
• Application Supporto Provided support for proprietary POS software.o Instructed system operation best practices for POS software to users via phone and remote demonstration.

Cybersecurity And Information Assurance - B.S, Computer And Information Systems Security/Information Assurance

Activities and Societies: The National Society of Leaders and Success

Btec National Diploma, Ict Systems Support, Ddm (Distinction, Distinction, Merit)

Subjects Areas: Language and Communications Computer Systems Business Information Systems Communications Technology End User Support Data.