Luke Penfold Email & Phone Number

East Northport, Ny, Us

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. Identify areas for improvement and develop new processes. Provide level 3 support and escalation. Core areas include the Microsoft 365 and Azure ecosystem, email security, Windows Server, backup & disaster recovery, and endpoint protection.• 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 all tasks. Provide guidance and mentoring. Identify areas for improvement and develop new processes. Provide level 3 support and escalation. Core areas include the Microsoft 365 and Azure ecosystem, email security, Windows Server, backup & disaster recovery, and endpoint protection.• 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.• Perform planning, implementation, and migrations, with a focus on the Microsoft 365 and Azure ecosystem, Barracuda Cloud Security platform, Windows Server, Remote Desktop Services, Veeam, and VMware.• Provide incident response and remediation for security incidents such as Business Email Compromise and Ransomware.• Enhance security posture by using system hardening techniques to reduce risk and attack surface.• Client onboarding specialist – Migrate from external Managed Service Providers, often a very challenging undertaking depending on infrastructure ownership and limited access. Responsible for corporate technology discovery, documentation, and monitoring of systems.• Level 3 support engineer - Technical escalation point for level 1 and 2 engineers.• Escalate, liaison and work with vendors to solve issues when all troubleshooting attempts have been exhausted. Show less

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 storage solutions for these products. Maintained systems ensuring protection against the latest security threats and vulnerabilities. Ensured high availability of core services by utilizing integrated technologies or via a load balanced solution.• 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, and VMware, including the underlying storage solutions for these products. Maintained systems ensuring protection against the latest security threats and vulnerabilities. Ensured high availability of core services by utilizing integrated technologies or via a load balanced solution.• 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 SolarWinds and AVG Managed Workplace.• Implemented proactive system maintenance by monitoring system health and identifying opportunities for improvement via application/email alerting and manual checks.• Worked closely with vendors to resolve issues.• Maintained documentation, created new processes, and planned for future needs as required in a fast-moving environment.• Adhered to strict change control procedures, in line with ITIL best practices. Show less

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 • 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 when all other avenues were exhausted.• Engaged and provided assistance with project implementations. Efforts included server installs, Exchange/O365 migrations, domain/user/PC migrations and core network refreshes. Show less

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 computer hardware stock inventory.• 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 Solution… Show more 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 computer hardware stock inventory.• 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 Solution Suite).o Fulfilled POS system orders dispatched with tight deadlines.o Delegated daily tasks to an assistant engineer. Monitored task progress and provided mentoring.• 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, peripherals, components, POS equipment, etc.o Performed and maintained equipment inventory checks on a continuous basis.o Performed courier dispatch and order tracking.• 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.• Created guides and documented processes for internal useo Hardware repair and new build guides. Show less

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.