Mark Piper Email & Phone Number

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After showing initiative with writing an IT Change Management process document and configuring Manage Engine to work with the process, I was offered the the role of Interim Team Leader while an Arriva IT Shared Service was to be formed over the next six months (didn't happen). This role was made permanent 6 months later. I have led the team for four years with one less team member than usual, in a challenging environment and limited budget.I've taken on responsibilities usually assigned to the Manager and Head of IT roles at other ToCs - IT Change Manger, IT Problem Manager, IT Capacity Manager, NRSP CSC, NIS SPOC, managing staff, discussing budgets, etc.I'm often involved with the resolution of complex problems involving 3rd party systems, whether it be an operating system / software / networking / firewall / process issue etc.

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Created Change Management process documentation•Updated ManageEngine Change templates and forms to follow the process as documentedManaged VM infrastructure (vSphere 5.5) on HP Proliant servers•Provisioned VMs•P2V'd servers•Built ESXi hosts•Improved infrastructure configuration to allow 2 ESXi host failures with no performance impact on the business.Managed CommVault Simpana backup solution•Documented configuration. •Backed up physical servers and legacy NetApp CIFS shares•Decommissioned when no longer requiredManaged McAfee Antivirus•Documented configuration of ePO•Remediated the entire estate•Automated deployment of VSE to new devices•Simplified new device procedure documentation for Service Desk to follow.•Fixed Adhoc issues with endpoints•Improved service by creating/ updating client tasks and rules to ensure virus scans and DAT updates were regularly running while reducing performance issues.•Created a dashboard to monitor compliancy across the estate, flagging up issues such as failed deployments and viruses detected. •Created reports to highlight rogue devices and viruses detected.•Created email alerts for virus outbreaks and viruses found that were not cleaned. •Implemented exclusion list to improve system performance on client devices.Managed Veeam Backup and Replication•Documented configuration•Upgraded to Veeam B&R 9.5•Reconfigured Backup jobs for application awareness (SQL, Active Directory, File Servers, Exchange)•Restored files/ AD objects / VMs•Configured Offsite Backup to store backups at a secondary location•Configured Sure Backup and tested restoring VMs to a sand box environment for backup assurance, and for testing changes.Fixed DNS issues by:•implementing scavenging•amending permissions on DNS Zones•Creating reverse lookup zones•Deleting old static DNS entriesDHCP•Migrated DHCP scopes from legacy server to two domain controllers•Altered wifi scopes to ensure LAN was the preferred network transmission

Paris, France, Fr

Working as part of a project team with responsibilities for both the design and implementation of solutions. Working with the clients and having input in the pre-sales stages of projects.Effectively collaborating with other technical SME's to ensure timely integration of technologies and ensuring Infrastructure best practices are being followed.Focusing on Windows / SCCM / VMWare technologies.Designed and implemented SCCM 2012 R2 and SCOM 2012 R2 for MOJ's Justice Statistics Analytical Services (JSAS).Improved and updated design and Implemented RDS 2012 solution within vCloud Director for Shared Services Connected Limited (SSCL).Resolved defects for the SSCL IT Enablement project. Updated group policies to resolve issues. Created user guide for end users and supervisors. Updated support process documentation. Gave rapid response to issues on the project.Wrote low level design documents for Purple Futures - for implementing SCCM 2012 R2 in the cloud and on site/premise.

Paris, France, Fr

•Working for the National Probation Service• Built, maintained, and supported 21 individual development and validation environments, and a pre-production environment, hosted in a sizeable datacentre.• Improved build processes for Automated VM Domain Controller builds in the Live environment.• Improved build processes for Radia (HP OVCM)servers in DVE environment.• Created build instruction documentation for building development segments.• Updated/improved build instruction documentation for use in the Live environment and DVE - for example VMWare.• Updated low level design documentation for DVE.• Carried out simple Cisco switch configuration changes - port/VLAN changes.• Carried out complex Cisco ACL/ACE configuration changes on DVE core switch.• Supported Windows / Radia(HP OVCM) / Citrix / VMWare / NetApp / Netbackup / ePO• Reviewed change requests for CAB (Change Advisory Board). Raised Risks and issues. Raised and implemented Changes.• Packaged software to be deployed via RADIA to client devices and servers, using available tools (Wise Package Studio / Orca / Radia Packaging software / VBscript). Updated OS images and distributed to hundreds of proxy servers in the live environment.• Designed and developed operational support procedures. Updated existing documentation.• Mentored less experienced team members and new staff, and was a go-to source of knowledge for other teams.• Worked as a project resource for the Transforming Rehabilitation project, to help the project complete on schedule.• Heavily depended upon for Radia expertise and knowledge of the server/desktop builds.

Paris, France, Fr

•Working for the National Probation Service• Proactively undertook ownership of the application packaging for the large client five days prior to the contractor packager leaving.• Packaged products for deploying via RADIA to 20,000+ client devices, using available tools (Wise Package Studio/ Orca / Radia Packaging software / VBscript).• Updated Windows Server and Desktop OS images and distributed these to hundreds of Proxy servers.• Self developed to improve packaging/scripting skills to ensure high quality automation for the client and project teams.• Proactively learned Radia skills from the Radia SME to gain a good understanding of the large Radia infrastructure.• Assisted Radia team by writing VBScripts to assist in maintaining the automation environment. One script saved several hours of manual tasks per week.• Created packaging documentation for new packages.

Paris, France, Fr

•Working for the National Probation Service• Investigated / troubleshooted reported problems by the business.• Proactively identified and logged problems, and resolved in a timely manner enabling business continuity.• Dealt with a wide range of problems across the estate, including: Citrix servers, Domain controllers, logon scripts, Group policies, Clustering, RAS, internet access (ISA Server), DNS, DHCP, WSUS, Network, performance issues, build automation, bad processes/procedures.• Researched and tested deployment of fixes, submitted Change requests, and implemented approved Changes on time to resolve Problems.

Paris, France, Fr

•Working for the National Probation Service• Worked up from a 2nd line to 3rd line support engineer, supporting 42 Citrix server farms (MetaFrame XP and Presentation Server 4.5) across England and Wales.• Used HP Service Desk to update and resolve service calls/incidents within a strict SLA.• Trained new staff and helped colleagues with more taxing issues.• Had extensive contact with customer 1st line administrators, building up a good rapport in the process.

Paris, France, Fr

•Working for the National Probation Service• Created AD user accounts and Lotus Notes user accounts for the migrated users and configured their group associations.• Configured Citrix DataStores and Terminal servers.• Migrated Citrix Licenses from legacy servers to the new Citrix DataStores (MetaFrame XP).• Configured Windows File and Print servers – Cluster Administrator, adding all Windows/CRAMS printers for each Area.• Backed up Citrix and Lotus Domnio data and restored to new Datacentre’s across UK.• Upgraded migrated user mailboxes to the latest version.• Had extensive contact with customer administrators and Steria on-site engineers.

Paris, France, Fr

• Customer facing role; from Managing Director to internal IT helpdesk and end users• Controlled group policy settings and documentation• Created and updated client gold builds with Ghost software• Oversaw rollout on multiple sites and troubleshooted issues• Acted as a floorwalker to resolve individual user issues• Instructed and assisted other floor walkers

Advanced Gnvq, Information Technology

Education record