Mark Davies Email & Phone Number

Waltham Cross, Gb

London, United Kingdom

My current role as a Senior Systems Engineer is both project based and day to day 3rd line support for over 100+ companies with a combined user base of 2500+ users in a varied environment across the UK.The company provides IT services to a clients in a variety of industries, including Legal \ Finance \ Retail \ Construction \Design.I have experience of managing and implementing full IT Systems for clients, from initially reviewing current IT Infrastructure to providing recommendations… Show more My current role as a Senior Systems Engineer is both project based and day to day 3rd line support for over 100+ companies with a combined user base of 2500+ users in a varied environment across the UK.The company provides IT services to a clients in a variety of industries, including Legal \ Finance \ Retail \ Construction \Design.I have experience of managing and implementing full IT Systems for clients, from initially reviewing current IT Infrastructure to providing recommendations using best practices and to finally implementing the solution recommended upon client signoff.I have worked with Windows Server since version 2003, and currently work with Windows 2008 and 2012 as well as SBS 2008\2011.The latest project I have been involved in was to implement a new Windows 2012 R2 Server and to migrate the e-mail system to a hosted Exchange 2013 solution. The new Server’s roles were DC, Antivirus, File and Print Services. The project involved migrating users to use the new Servers and decommissioning of the old Servers. The majority of the project was done by myself, with some help by another engineer for two days. The hardware and software were technically signed off by myself prior at the proposal stage and also involved re-configuring the backup jobs to ensure all critical data was backed up. Show less

London, United Kingdom

Incident managementHandled major incidentsAdminister the Microsoft Exchange 2007 servers.Process New starters and terminations.Provide Telephone and Remote support.Provide an 80% first call resolution to the clients day to day IT related issues.Log Support Calls in the company's Support Logging software and meet the required SLA's.Cisco IP Telephony Creating new users, resetting logins for phones and voicemail as well as updating call search space… Show more Incident managementHandled major incidentsAdminister the Microsoft Exchange 2007 servers.Process New starters and terminations.Provide Telephone and Remote support.Provide an 80% first call resolution to the clients day to day IT related issues.Log Support Calls in the company's Support Logging software and meet the required SLA's.Cisco IP Telephony Creating new users, resetting logins for phones and voicemail as well as updating call search space memberships.Accurately report time spent on each incident for the purpose of client billing.Carry out operational checks of all the key systems at the start of the day.Ensuring customer queries are dealt with in a professional and timely manner.Trouble shoot Network connection problems and if required escalate to the appropriate teams.Provide support for Microsoft Office Applications such as Word, Excel and Outlook.Set up Network Printers, Arrange File sharing and security, and recover lost or corrupt documents.Install, upgrade and repair software.Provide support for both Back and Front Office Applications.Maintain client servers and PC's via RDP, VNC and Dameware.Resolve Internet connection and email problems. Show less

Logging, answering, resolving and updating all calls/requests from users from users and logging them in the call logging system.Respond to all calls within the allotted Service Level Agreement.Administration of key IT systems including Windows NT/Windows 2003, Exchange 2007, Active Directory and bespoke applications such as Bond Adapt People Soft and Tempest.Provide call progress and completion updates to the user base.Maintain and support both company hardware and… Show more Logging, answering, resolving and updating all calls/requests from users from users and logging them in the call logging system.Respond to all calls within the allotted Service Level Agreement.Administration of key IT systems including Windows NT/Windows 2003, Exchange 2007, Active Directory and bespoke applications such as Bond Adapt People Soft and Tempest.Provide call progress and completion updates to the user base.Maintain and support both company hardware and software.Install, configure and upgrade client hardware and software according to company standards.Perform specific tasks and project responsibilities as assigned by the IT Service Desk Manager.Escalate incidents and requests to the relevant IT teams where necessary.Provide assistance with the development of the IT Service Desk processes, policies and documentation.Trouble shoot systems quickly and effectively, including Windows 2003, Bond Adapt, MS office 2003/2007, Peoplesoft, Tempest and all other company wide applications, both in the back office and front office environments.Carry out operational checks of all the key systems at the start of the day.Regional office accountability and relationship management including mainland Europe as well as the UK.Provide user orientation and training where required.Attend regular departmental, team and project meetings. Show less

Incident managementAnswering calls, logging, resolving and updating all incidents and requests from users and logging them in the company's call logging system (Support Works).Able to respond to all calls within the allotted Service Level Agreement (SLA).Provide user orientation and training via telephone and e-mail.Administration of key IT systems including Windows NT/Windows 2003, Exchange 5.5/2003, Active Directory and bespoke applications.Maintain and support company… Show more Incident managementAnswering calls, logging, resolving and updating all incidents and requests from users and logging them in the company's call logging system (Support Works).Able to respond to all calls within the allotted Service Level Agreement (SLA).Provide user orientation and training via telephone and e-mail.Administration of key IT systems including Windows NT/Windows 2003, Exchange 5.5/2003, Active Directory and bespoke applications.Maintain and support company standard hardware and software in a desktop environment.Able to communicate with users to understand the issues that are affecting their productivity.Carry out specific tasks and project responsibilities as assigned by the IT Service Desk Manager.Escalate calls to Technical Support Analysts or other IT teams where necessary.Provide call progress and completion updates to users.Assist with the development of IT Service Desk processes, policies and documentation.Troubleshoot systems quickly and effectively including Windows NT/Windows 2003, Exchange 5.5/2003, Active Directory and bespoke applications.Attend regular departmental, team and project meetings. Show less