Michael Burch Email & Phone Number

Salisbury, Gb

Reading, England, United Kingdom

A full time projects role, this involves liaising with customers, project managers and support teams as well as engineering. Projects vary from small things like configuration of SAML authentication for VPNs in M365, to Tenant to Tenant M365 migrations with BitTitan or ShareGate or even VM Migrations from on-premise hardware to the Node4 Cloud.

Reading, England, United Kingdom

Combination of 3rd Line Support (escalated from 2nd Line) and BAU (Business As Usual) Projects. Support might include working with Veeam, Mimecast or Zerto. Projects might include Mimecast Ingestions, VM builds or cease orders.

Reading, United Kingdom

Involving aspects of technical support, escalations and projects, both remote and on-site utilizing technologies including VMware, NetApp and Microsoft Azure to surpass the requirements of Node4's customers with both on premise and hosted cloud solutions.

Reading, United Kingdom

This role involves aspects of projects, technical pre-sales and 3rd line escalation technical support, Projects have included installation and configuration for both hardware and software solutions, upgrades and network refreshes. Examples include WiFi Systems (controller and APs), Encryption Projects, server builds and configurations. Technical pre-sales has included audits, requirement analysis, high and low level design documentation and technical specifications including scope of works. 3rd line escalation technical support has included site visits for down servers and network infrastructure issues as wells as escalation of tickets. There are also On Site technical support days which customers utilize over and above their regular remote support.

Reading, United Kingdom

Providing 2nd/3rd line support for remote customers, supporting Micropoint’s traditional SME customer base alongside a number of IPI’s Enterprise clients. This was also done in the previous role approximately 30% of the time. As a Managed Service Company, Micropoint brought on board customers’ existing networks, utilizing SaaS software for proactive and reactive monitoring and support of the infrastructure. Support includes Servers (P&V, hardware and software), Firewalls, Network Storage, Switches, Routers, Backups (both on premise and remote) and liaising with 3rd parties. Micropoint would then sell projects into those clients over time which would be added to their support.

Reading, United Kingdom

Providing 1st/2nd line support for remote users, predominantly working on a Helpdesk contract for the charity Action For Blind People. This role involved aspects of technical support, AD & Exchange Administration, software and hardware desktop support, working with both sighted and visually impaired users and VI technologies. Micropoint were acquired by IP Integration in 2013.

Basingstoke

Providing Network Management and 1st/2nd line desktop and server support for both local and remote users. This role involved aspects of technical support, Active Directory & Exchange administration, iPhone and Blackberry support, iPad support, legacy hardware maintenance, software and hardware rollout, device testing, reports and user guide production. I have also been involved in a number of projects including being part of a team developing five company websites.

Bracknell

Warranty Helpdesk Support including hardware fault diagnostics and software and general advice; as well as in-house 2nd line hardware diagnostics, repairs and customer service. This was a telephone based role involving liaison with both a professional and a consumer client base in both the UK and Ireland. All helpdesk calls were answered within 120 seconds and the average call duration was 7.5 minutes. This role involved warranty fault diagnostics on Desktop PCs, Business PCs, Tablets, Laptops, Notebooks, Servers, PDA’s, Monitors, LCD TVs, Thin Clients and Storage Solutions. I have completed CBT courses in all FTS products and have also been involved with staff training.

Liss

This role included aspects of technical support, customer liaison, sales, brochure production, user software guides, web design, PC maintenance, network management and purchasing. As a software development company producing bespoke software for Independent Petrol Station forecourt chains, my role was diverse enough to include PC building and Software Testing. This role also involved SME support for local businesses, including Active Directory administration, backup monitoring and network troubleshooting both remotely and on-site.

Redhill, United Kingdom

Involved with all aspects of desk side support (Windows XP, 95, 98, Office XP) PC maintenance (Hardware Upgrades/Rebuilds), web development, technical support, providing staff training, server management (Exchange, Active Directory), IT purchasing (PCs, Hardware Components), and report building (with Crystal Reports utilizing back end databases from customized Sage systems). The first year was full time as part of a sandwich year from University, the second year was part time while at University

Bsc (Hons), Computer Software Engineering

A-Levels In Computer Science (B); Chemistry (D); Biology (E)