Second Line IT support role in a busy, multi-environment business. This is a shift based role in a small team. Providing service to multiple business divisions including security cleared departmentsI am responsible for the following tasks on a daily basis: •System monitoring – real time monitoring of all servers and applications to ensure maximum availability and response time for users using Microsoft System Centre Operations Manager and in house monitoring•Server support: responsible for troubleshooting server issues, looking at event logs, error messages and resolving issues. Supporting mainly Windows server 2008 R2 and 2012 R2 and Blackberry servers•Maintaining the server clustered environment, and adjusting as required by business demands. •Client operating system & application patching using Microsoft System Centre Configuration Manager as well are reporting on patching compliance for all applications•Raising and implementing changes through the agreed change process•Involvement is full site power down and managing one of the environments within the estate•Maintaining and resolving issues with over 1300 mobile devices business wide including windows phones iPhones and iPads •Data backups: using HP Data Protector multiple tape drives, and the restoration of data when requested. •2nd Line problem resolution : covering multiple applications such as Microsoft Office applications, Exchange Server, data integrity, web site applications, IIS, legacy VMS systems and physical system problems such as desktop PCs, photocopiers, faxes and scanners•SQL script execution and data extraction for business units as requested. •Database management – dealing with SQL database replication and backups•3rd Party supplier liaison – dealing with HP and Microsoft Support as required•Problem escalation – requesting support from other areas of IT or 3rd Party suppliers in order to meet target SLAs

As Team Leader, directly responsible for ensuring the adherence of a team of 10+ staff to strict SLA’s in a highly regulated environment. Provided feedback to staff of any work errors, and assisted them in the resolution of these errors. •Overseing the administration of ISA and Investment account.•Also solely responsible for 1-1’s, using staff and team KPI’s and measures such as spot-checking to help both motivate staff and monitor their performance.•Providing coaching and training in both a team and a one-on-one basis to help drive performance of the team•On a daily basis, planned work allocation based on anticipated volumes of work and number of FTE present, moving resource to suit levels of work and allowing contingency for issues such as sickness and training. •Producing MI upon request to provide Senior Managers an overview of my team’s performance.•Supporting our offshore operations with processing queries•Investigating Customer complaints

Second Line IT support role in a busy, multi-environment business. This was a shift based role (24/7 onsite support) in a small team. We were responsible for the following tasks on a daily basis: •System monitoring – real time monitoring of all servers and applications to ensure maximum availability and response time for users•Server support: responsible for troubleshooting server issues, looking at event logs, error messages and resolving issues. This was supporting mainly Windows server 2000 & 2003, with some Server 2008 and Blackberry servers•Maintaining the server clustered environment, and adjusting as required by business demands. •Client operating system & application patching•Data backups: using VMS backups and Veritas BackUp Exec to multiple tape drives, and the restoration of data when requested. •2nd Line problem resolution : covering multiple applications such as Microsoft Office applications, Exchange Server, data integrity, web site applications, IIS, legacy VMS systems and physical system problems such as desktop PCs, photocopiers, faxes and scanners•1st Line support out of core hours – main contact for all users and issues from 8pm to 7am •SQL script execution and data extraction for business units as requested. •Database management – dealing with SQL database replication and backups•3rd Party supplier liaison – dealing with HP, Honeywell and Microsoft Support as required•Problem escalation – requesting support from other areas of IT or 3rd Party suppliers in order to meet target SLAs

• Working for a Financial Service Authority regulated company providing a share ISA's for 40 companies.• Responsible for a team of 9 organising daily work for each person.• Dealing with Customer complaints.• Daily tasks included contacting customers regarding application purchasing and selling shares for customers.