Nathan Irwin Email & Phone Number

Duties and Responsibilities:● Creating, maintaining, and upgrading robust virtual machines for a stable and reliable computing environment.● Resolving high-priority P1 incidents within the infrastructure to increase system availability and reduce downtime.● Orchestrating the efficient deployment of WSUS, ensuring seamless integration and optimal update management.● Elevating network connectivity with a smoother browsing experience for users via proxy server troubleshooting.● Managing and maintaining highly available and fault-tolerant Windows Server clusters, enabling administrators to achieve optimal performance, availability, and reliability for critical applications and services.Accomplishments:● Enhanced the organisation's security posture against cyber threats through strategic patch integration, rigorous AV compliance, and effective Hyper-V virtualisation strategies, resulting in a highly secure and agile IT infrastructure.● Accelerated workflows and eliminated errors by automating processes throughout all domains.● Empowered secure user access by creating individual profiles in active directory and devising organisation units.● Improved end-user experience by managing group policies and providing a cohesive/productive digital workspace.● Spearheaded the deployment of Microsoft Azure agents, revolutionising workflows through dynamic PowerShell scripting and automation.● Automated management tasks within the remote VDI infrastructure that amplified operational efficiency.

Northampton, England, United Kingdom

Duties and Responsibilities:● Guaranteed the seamless integration and testing of in-house software by guiding users about system functionality.● Supervised and monitored all the changes in regular workstreams to promote financial stability within the business.● Alleviated client concerns by addressing urgent, sensitive requests, instilling confidence in the resolution process.Accomplishments:● Uplifted business performance by leading the hiring, onboarding, and training of cross-functional teams.● Centralised user management, time tracking, and request submission processes through strategic integration of Active Directory, Clockify, and Request Forms while deploying a robust support system for prompt issue resolution.● Cultivated new income streams and earned profits from existing clients by building relations with suppliers/clients.● Established corporate reputation for consistent high-quality service delivery by implementing ITIL practices.● Championed the development and execution of routine maintenance plans, engaging with clients on a global scale to enhance system performance and longevity, while coordinating with individuals for swift problem resolutions.

Duties and Responsibilities:● Managed various network devices, including switches and routers to optimise performance and reliability.● Provided strategic assistance and technical oversight for the smooth implementation of network monitoring tools.● Guided global clients in modifying software, achieving optimal results in terms of user satisfaction and functionality.Accomplishments:● Established network test facilities that raised network stability and robustness via rigorous testing and verification.● Visualised network components and connections by crafting detailed network diagrams and procedural guidelines.● Designed VPN solutions that boosted remote productivity by allowing secure access to critical resources globally.● Enabled the dynamic adjustment of VM priorities, leading to adaptability in performance management and ensuring optimal responsiveness based on workload fluctuations.

Milton Keynes

Duties and Responsibilities:● Implemented strategies for seamless infrastructure support and replacement, ensuring a smooth transition, uninterrupted services, and improved system reliability for customers.● Performed thorough 2nd line triage, enabling accurate identification of issues and providing targeted information to 3rd line support for expedited resolution that heightened customer satisfaction.Accomplishments:● Recognised as the team's Networking Subject Matter Expert, fostering a collaborative learning environment.● Created infrastructure change procedures, devising a structured process for submitting and managing changes.

Milton Keynes, United Kingdom

Proactively monitoring servers globally to ensure maximum uptime is achieved, this includes liaising with posts across the world and using the latest tools to ensure each alert is responded to quickly and concisely. Duties:• Monitoring and logging calls via BPPM monitoring tool.• Logging alerts via AA10.• Remotely accessing servers via the Intergrated Lights Out (ILO) system to troubleshoot.• Assist with SLA reporting.• Respond to service calls and resolve incidents to ensure SLA targets are achieved.• Monitor call queue and follow up with specialist support teams for resolution.• Assist with technical escalations for other team members.• Training of new members of staff.• Responsible for reviewing and amended Event Monitoring training documentation.

Milton Keynes, United Kingdom

Working with multiple teams within the business to ensure any new service brought in has the correct documentation and support before going live. • Create Excel reports for the business to review.• Liaise with multiple teams to ensure all standards are agreed.• Ensuring the knowledge base is updated and content editing where required.• Chairing meetings using the InterCall conference system.• Monitoring the Service Take-On mail box daily.• Ensuring the CASD Queue is maintained on a daily

Milton Keynes, United Kingdom

Providing advice, support and practical assistance to students and tutors via the IT service desk telephone and e-mail system and remote support software tools. Logging and processing support issues via telephone or email whilst ensuring a high level of customer service.• Providing 1st line technical support, answering support queries via phone & email. • To log & prioritise system & user support calls for the second line support team. • Recording and actioning faults as reported on: PC’s, Mac’s, laptops, mobile and handheld devices.• Determining the nature of faults and the steps required to rectify it.• Closing the job when normal service is resumed. • Using remote control software tools to provide fault resolution and diagnosis.• Liaising with other teams within the OU Support infrastructure to ensure issues are dealt with accordingly.

Wellingborough, Northamptonshire

Working first line for Marsh’s IT helpdesk my duties included analysis of the teams stats, ticket reviewing, floor walking and taking first line calls. Additionally I created the first new starter form in Visual Basic to assist with automating a large part of the process.• Supported and provided hands on troubleshooting of technical issues from the End User.• Investigate and resolve a vast range of issues including VPN, Blackberry, and Active Directory account issues. • Daily use of the Blackberry Management System to perform troubleshooting.• Implemented many updates and corrections to the knowledge base. • Experienced in using the Avaya telephone system.• Created new training and support documentation for the Service Desk.• Supervised the Service Desk when required.