Mark Brown Email & Phone Number

Bournemouth, England, United Kingdom

Bournemouth, England, United Kingdom

Bournemouth, United Kingdom

Bournemouth, United Kingdom

Bournemouth, United Kingdom

As an infrastructure engineer for one of the largest digital agencies in Bournemouth, my role consists of supporting and consulting for the number of clients that Redweb have. I have also been involved in pitching to potential new clients to describe the proposed solution. We supply a number of different content management systems to our clients, examples are Sitecore, Drupal, Episerver and Umbraco, so there may be times where I am required to assist the developers in the set up and troubleshooting. I am also responsible for monitoring the number of different networks and servers that we look after to make sure that they’re running as smooth as possible. Our alerting software Nagios is something that I run and maintain on a daily basis so the team can be notified as soon an error occurs. There may be times that I have to provide information on a particular issue that has arisen, so having a strong knowledge of these environments helps produce reports to management on causes of the events, and providing feedback to help make our services better for our clients and staff.Security is a big part to my role, so I am required to setup and configure VPNs between sites, monitor and configure firewalls and plan the environments for our client’s web applications. This includes making sure that certain services are not accessible to the public and that key information is hidden to protect the applications. I also perform regular checks to make sure the environments are patched and up to date by reviewing the latest security threats and vulnerabilities that are in the wild.

Working on a busy helpdesk supporting customers such as Bridgnorth Endowed School, Purbrook Park School, Learning Links and Selwood Academy over the phone, via e-mail and face to face. Daily task consist of accessing users computers remotely to resolve issues, such as login requests, setting up new users and email accounts in Exchange 2010/2013, installing new applications via group policy etc.. as well as remotely accessing company servers, routers and switches for maintenance and monitoring. Our current clients have HP Proliant Servers with Netgear/Cisco switches, Draytek routers and HP SANs for which I am familiar with maintaining. I also carry out frequent scheduled visits to the customer’s sites as part of the SLA to resolve outstanding issues, as well as to provide assistance where required. I am also involved in providing solutions to our managed services clients to help meet their business needs, such as implementing new hardware/software solutions. I am also responsible for the ticket system ensure all support requests are dealt with in a timely matter whilst meeting the highest standards of customer satisfaction.

Working on a busy help desk with our Business Account Managers providing support over the phone, in person or via emails to Transas, Sinclair Group, BAE, Just Eat and many more. I was responsible for monitoring the ticket system, making sure that the support requests were efficiently and effectively responded to within the target time scale. I would also support the onsite team by visiting our customers offices to resolve issues such as replacing components, installing new hardware + software etc.. This role would involve supporting a vast range of software and hardware.

Working in a busy call centre providing IT support to our consumer customers. This was a demanding position because of the large range of products we sell, so keeping up to date with the latest products was critical. I diagnosed and resolve issues over the phone, via email or livechat, and arranged a plan of action, continuously utilising my problem solving skills. At times, items would need to be returned to the store for repair or replacement, which meant monitoring the status of this process and reporting back to the customer if necessary. During this period of working in technical support, I frequently volunteered and work in the repairs department of the company to gain experience fixing hardware related issues.

Working in a number of different branches across the South of the UK, support our customers face to face, or over the phone. I worked across many aspects of banking from paying in to complaints, as well as suggesting products to suit customers' needs. I had targets to book appointments for our customers to promote the products and services we offer to help generate business for the bank which I consistently met.

Ccna Routing And Switching, System, Networking, And Lan/Wan Management/Manager

Education record

Secondary School