Michael Ross Email & Phone Number

Alcester, England, United Kingdom

Shrewsbury, Shropshire, United Kingdom

IT Manager responsibilities include:• Sole provider of 1st/2nd/3rd line infrastructure support for approx. 150 users.• Management of information technology and computer systems.• Supporting all IT queries onsite and remotely, including hardware, software and network issues.• Planning, organising, control and evaluation of IT and electronic data operations.• Designing, developing, implementing and coordinating systems, policies and procedures.• Ensuring data security, network access and backup systems.• Aligning of user needs and system functionality to contribute to organisational policy.• Identifying problematic areas and implementing strategic solutions within in a given timeframe.• Developing, monitoring and maintaining procedures to minimize risk, providing an optimised environment and ensuring a resilient and secure environment.

Shrewsbury, United Kingdom

IT Support Technician responsibilities included:• Diagnosing and fixing technical infrastructure issues using remote and on-site tools.• Administration and support for Servers, Networks and Virtualised environments. • Configuration and setup for Servers, Workstations and Clients. • Maintenance of backups and replication using a variety of tools such as; Veeam and Windows Server backup• Establishing and monitoring networks, applications and network cabling.• Participating in the continuous development and on-going maintenance of the IT infrastructure environment.• Managing key third-party suppliers to ensure delivery against agreed SLA’s.• Developing and applying monitoring and maintenance procedures to minimize risk, providing an optimised environment and ensuring a resilient and secure environment.

Telford, United Kingdom

1st line engineer responsibilities include:• Handling approximately 75-100 calls per day of varying levels of complexity• Management of an incident call queue to resolve issues within agreed SLA• Ensuring customer expectations are met• End-to-end resolution of minor incidents with regular updates to all relevant parties to ensure satisfaction levels are maintained (i.e. management, customers and suppliers)• Management of call escalation to ensure the incident/problem is being dealt with quickly by the relevant team (i.e. Finance, Sales, 2nd/3rd line support or Infrastructure teams)• Email and Telephone customer managementAdministration responsibilities include:• Managing IT support team mailbox which accumulates approximately 500+ emails a day• Managing the assignment of high priority calls raised • Domain management consisting of new, renewals and cancellationsJob role entails providing a first response to all IT related incidents whilst adhering to the 4 key values – People, Integrity, Excellence and Stability (PIES).

Milton Keynes, United Kingdom

1st/2nd line support responsibilities include:• Handling approximately 150 calls per week of varying levels of complexity• Management of a problem call queue to resolve issues within agreed SLA• Ensuring customer expectations are met• End-to-end problem/issue resolution with regular updates to all relevant parties to ensure satisfaction levels are maintained (i.e. management, customers and suppliers)• Telephone and face-to-face customer management• Managing key third party suppliers to ensure delivery against agreed SLA’s• Balancing problem volumes vs. key tasks and small projects• Various technical admin checks such as; critical site server backup and restores, BP and Shell EFT data pollingFinancial Analyst responsibilities include:• Managing end-to-end sales polling process• Perform several daily processing tasks for auditing purposesTest Analyst responsibilities include:• 6 monthly testing of image upgrades made to site controllers for the self service checkout terminals• Analysing and executing of a test script for a till receipt footer• Analysing and executing of a test script for crucial changes made to a database• Analysing and executing of a test script for a software changeProject Analyst involvement is as follows::• Acting as a support resource for key projects and management of small projects• Assisted in the implementation of a new card payment system on a site• Implementation of a receipt footer change made to all tills within the estate• Implementation of a software change made to all workstation within the estateJob role entails diligence, commitment, drive to deliver, calmness under pressure, pro-activeness, the ability to work as an individual as well as part of a team, and an aspiration to grow in the job role.

Telford, United Kingdom

• Responsibilities include bookings, preparation, cleaning & ensuring customer satisfaction• Acquired skills dealing with customers & handling large sums of money• Experience in working as an individual and as part of a team

Telford, United Kingdom

• Received training in shelf replenishment & till operations• Developed skills in dealing with customers & handling large sums of money

Telford, United Kingdom

• Responsibilities included analysing & executing test scripts• Developed programing skills utilizing; SQL, UNIX, Oracle Database & VME• Experienced working as an individual and as part of a team

Telford, United Kingdom

• Responsibilities included bookings, serving, cleaning & ensuring customer satisfaction• Experienced working as part of a team

Foundation Degree, Computer Science, Pass

• Work-based Project (B) • Project Management (C) • Business Resource Management (C) • Website Design & Management (C) • Systems Design &.

Certificate Of Higher Education, Computer Networking And Hardware, Pass

• CCNA1 HE – Networking for Home and Small Businesses (C) • CCNA2 HE – Working at a Small-to-medium Business or ISP (C) • CCNA3 HE –.

Advanced Diploma, Computer Programming, Partial Completion

Advanced Gce, Applied Ict, Pass

• OCR Level 2 certificate for IT Practitioners (ICT Systems Support) • Level 2 Key Skills in communication (Pass)

Gcse, Various, Pass

• Intermediate General National Vocational Qualification (C x4) • Mathematics (C) • English Language (D) • Business Studies (D)