Mathew S. Email & Phone Number

Whiteley, Gb

• Assigned as the Technical Product Owner of complete IT services within Intech Group. • Management of a team of engineers handling 20-30 calls per day, designing and implementing solutions and supporting end users in an MSP environment.• Use of user stories and kanban methodologies to plan and implement continuous improvements across multiple customer organisations.• Development of automation solutions using an agile framework• Creating and maintaining customer documentation detailing full network infrastructure and service delivery methods.• Architecture consultant, designing cloud-based environments for customers utilising Microsoft Azure.• Working directly with CEO and CFO level management to understand requirements and secure multiple long-term contracts for services with SMB and Enterprise clients.• Oversee daily operations to ensure high levels of productivity• Achieved a 95% customer retention rate and an average of three new client acquisitions per month.

Southampton, United Kingdom

Intech is a provider of Fully Managed IT Services across Hampshire and the surrounding counties. Our services include the design, sale, implementation, maintenance and support of medium to large networks. Mathew has solid experience with Microsoft technologies ranging from Office 365, Server 2000 - 2019, NT, XP / Vista / 7 / 8 / 10, MacOS and Linux / Unix systems, along with virtualisation infrastructure including VMWare, Hyper-V, Azure and AWS.• Management of sales, support, installation, monitoring and maintenance of IT systems for SME/SMB environments.• Designed and implemented large projects for customers including full asset replacement programs, new system installations, and software development.• Gained extensive experience in airport control systems such as Access Control (Tyco CEM (MAID), Paxton, stand-alone,) FIDS, GIDs, PIDs, IPTV, Airfield Ground Lighting Control Systems and SmartView.• Supervised day-to-day operations of the service desk team, supporting end users across multiple sectors including finance, aviation, entertainment, health care and project management.• Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.• Secured new annual contracts and service agreements with vendors to achieve prime pricing.• Support of end user systems covering MacOS, Linux, Microsoft XP-10 and Server NT-2019.• Assessed customer environments and established new systems to deliver increased performance.• Secured a long term 8-year contract with Southampton International Airport in 2010 and led the airport engineering teams digital transformation, saving thousands of man-hours in labour by implementing IT infrastructure and hardware systems, established as one of the best in the UK.

Eastleigh

• Installing and maintaining VoIP systems for businesses.• Working in partnership with customer Directors, Management and Senior IT staff to design and implement telephone system structure and functions.• Installing Linux based OS and applications for hosting telephony and logging systems.• Continued to increase experience working with VoIP and SIP technologies in SMB and large enterprise environments.• Investigated and troubleshot over 40 product service issues weekly• Scheduled service calls according to customer location and urgency of need• Examined faulty equipment, interpreted reports and analyzed customer complaints to diagnose equipment malfunction• Collaborated closely with Splicecom and led product development by identifying bugs in the system.• Improved AHT and responded to tickets within an hour, resolving issues without delay. • Performed installations and maintenance of VoIP systems and conducted site visits to resolve issues

Fareham

• Assisted in the design and creation of Firewall software using an Agile build method, working with .NET, C# and Java technologies.• Fully testing according to industry standard testing processes.• Participate in daily scrum exercises creating user stories and making decisions on kanban progression.• Use of GitHub, Jenkins, and Selenium development tools.• Reviewed all test cases and test scripts for quality and identified additional areas to review.• Identified bugs and issues within system and applied troubleshooting techniques for mitigation purposes.• Wrote and optimized test cases to maximize success of manual software testing with consistent, thorough approaches.• Collaborated with developers and product owners to stay current on product features and intended functionality.

Eastleigh

• Small and medium business IT Support and infrastructure installation.• Working on Enterprise server hardware and software.• Windows Server editions, Hyper-V, VMware, Linux, MacOS.• Performed onsite installation, modification and maintenance of systems and equipment.• Tested equipment performance and demonstrated operation and servicing of equipment to customer.• Installed and repaired workstations, servers, network and printing equipment on clients' premises.• Recommended changes, upgrades and replacements to improve systems performance

• Installation, configuration, long term maintenance, and fault diagnosis, of telephony and data infrastructures for multiple National and International organisations.• Senior Splicecom Support Engineer installing VoIP networks over ISDN and SIP, specialising in Splicecom Maximizer.• Responsible for multiple contracts and assisting/training some Junior Engineers.• Day-to-day support for customers, performing root cause analysis and investigating logs to diagnose faults on systems, using Linux or web interface and build action plans to resolve these issues.• Worked with various data networks, including the management and installation of a large multi-site Cisco and Innovaphone installation, each site with approximately 200 – 500 users, using VOIP and data segregated VLAN networks.• Excellent experience configuring Windows server environments, and VMWare.• Provided support to globally situated users in 24/7 uptime environment, often working double shifts to accommodate time zones