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.

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.

• 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.

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..
• 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.

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.

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.
• 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.

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.
• 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.