John Swain Email & Phone Number

Banbury, Gb

Reading, England, United Kingdom

Banbury, England, United Kingdom

Whilst working in the EMEA TAC team, my duties included:- Responding to customer product inquiries via telephone and email- Resolving customer issues including those raised during installation, operation and maintenance- Troubleshooting problems with customer network equipment and software applications recommending corrective actions as appropriate- Filing correct bug reports after validating customer issues through lab recreation, testing and liaison with… Show more Whilst working in the EMEA TAC team, my duties included:- Responding to customer product inquiries via telephone and email- Resolving customer issues including those raised during installation, operation and maintenance- Troubleshooting problems with customer network equipment and software applications recommending corrective actions as appropriate- Filing correct bug reports after validating customer issues through lab recreation, testing and liaison with Software Development teams- Acting as the senior escalation point for customer issues, working with other areas of the organisation such as Sales and Customer Engineering teams to resolve issues and ensure customer satisfaction- Providing assistance, consultation and mentoring to other team members- Acting as a subject-matter expert, and providing training within the team - notably with SDN-based Converged Cloud Fabric (CCF) and DANZ Monitoring Fabric (DMF) products- Providing coaching and mentoring to junior team members- Providing strategic guidance to leadership Show less

Oxford, United Kingdom

I was further promoted into this role. My responsibilities involved providing advice, support and strategic direction in the capacity of a subject matter expert in the networking field. Both internally within IT Services and on occasion through consultancy with departments and colleges of the University of Oxford. My duties involved the presentation of solutions to key challenges when required by the IT Services senior leadership team or other University stakeholders as well as… Show more I was further promoted into this role. My responsibilities involved providing advice, support and strategic direction in the capacity of a subject matter expert in the networking field. Both internally within IT Services and on occasion through consultancy with departments and colleges of the University of Oxford. My duties involved the presentation of solutions to key challenges when required by the IT Services senior leadership team or other University stakeholders as well as providing technical authority within the team in order for junior team members to validate and improve upon their own solutions and skills. Within the role, I delegated technical tasks and responsibilities to junior team members and deputised for the Network Support & Development team leader in his absence. Show less

Oxford, England, United Kingdom

I was promoted into this position and in addition to the duties and responsibilities undertaken as Network Support & Development Officer, I was responsible for the design, configuration, maintenance and troubleshooting of the newly deployed Odin backbone network providing connectivity to over 300 remote sites around Oxford and temporary interconnectivity with the legacy University Backbone Network (UBN). Within this role I was also responsible for the overall planning of network… Show more I was promoted into this position and in addition to the duties and responsibilities undertaken as Network Support & Development Officer, I was responsible for the design, configuration, maintenance and troubleshooting of the newly deployed Odin backbone network providing connectivity to over 300 remote sites around Oxford and temporary interconnectivity with the legacy University Backbone Network (UBN). Within this role I was also responsible for the overall planning of network maintenance and capacity upgrades and liaison with external parties such as suppliers and service providers in a number of capacities. Such as in the evaluation of proposed technical solutions and resolving technical issues. I also participated on several interview panels as part of the recruitment of several new members of staff into the team as well as undertaking mentoring of new members of staff. The latter included supervision and support during their initial induction into the team. Show less

Within this role, I undertook the configuration, maintenance and troubleshooting of the University Backbone Network (UBN) providing connectivity to over 300 remote sites around Oxford. This involved the configuration and maintenance of various services provided by the team - such as DNS, DHCP, wireless systems and the central VPN service. Also troubleshooting of network incidents and faults via a ticketing system submitted by local college/department IT Support Providers, escalated by… Show more Within this role, I undertook the configuration, maintenance and troubleshooting of the University Backbone Network (UBN) providing connectivity to over 300 remote sites around Oxford. This involved the configuration and maintenance of various services provided by the team - such as DNS, DHCP, wireless systems and the central VPN service. Also troubleshooting of network incidents and faults via a ticketing system submitted by local college/department IT Support Providers, escalated by Network Operations or by other IT Services teams. Show less

Milton Keynes, United Kingdom

My main duties involved installing, configuring and maintaining the University’s data and voice network services at its headquarters in Milton Keynes and at sixteen locations situated around the UK and internationally. This also involved ensuring that the University’s presence on the Internet via its two connections into the JANET network was maintained. This role gave me significant practical experience of configuring and troubleshooting wired networks consisting of high-end Cisco… Show more My main duties involved installing, configuring and maintaining the University’s data and voice network services at its headquarters in Milton Keynes and at sixteen locations situated around the UK and internationally. This also involved ensuring that the University’s presence on the Internet via its two connections into the JANET network was maintained. This role gave me significant practical experience of configuring and troubleshooting wired networks consisting of high-end Cisco Catalyst switch platforms including the 6500 and 4900 series, routing platforms including ISR 800, 2800, 3900 and ASR 1000 series and ASA 5500 series security appliances. It also provided me with significant exposure to, and experience of other vendor platforms such as HP Procurve 2600, 2800, 3500, 3800, 5400 and 6600 platforms and Foundry BigIron and FastIron switching platforms. I also gained significant practical skills in the implementation of wireless networks consisting of Cisco access points configured in autonomous mode for smaller installations and associated with 4400 and 5500 series wireless controllers for large installations. All of my duties involved the practical application of knowledge and skills gained from my academic pursuits relating to layer 2 technologies including (but not limited to) ATM, Ethernet, 802.1Q VLANs and STP, layer 3 routing using static, OSPF and BGP and other technologies including providing secure site-to-site and remote access VPNs using IPSec. Show less

Buckingham

Various responsibilities held within this post included:- 1st and 2nd line support of staff and students within a pressurised helpdesk environment- Fault diagnosis and resolution of PC hardware, software, a switched Ethernet network and of AV equipment- Keeping downtime to an absolute minimum even if occasional out-of-hours working is necessary- Performing daily data backups over several file servers across two networks- Training staff and students on the… Show more Various responsibilities held within this post included:- 1st and 2nd line support of staff and students within a pressurised helpdesk environment- Fault diagnosis and resolution of PC hardware, software, a switched Ethernet network and of AV equipment- Keeping downtime to an absolute minimum even if occasional out-of-hours working is necessary- Performing daily data backups over several file servers across two networks- Training staff and students on the use of IT hardware and software- Administering network accounts within Microsoft Active Directory Show less

This part-time post was undertaken to compliment my studies and involved:Taking support calls from staff and students throughout the Coventry University campus and logging them within the 'RMS' call logging system;Administration of student user accounts including disk and printing quotas;Monitoring of networked print services campus-wide centrally from the helpdesk.

This post was undertaken during the summer holidays and involved:- Taking support calls from staff and students and logging them within the 'Track-IT' call logging system- Fault diagnosis and resolution of PC hardware and software- Assisting the systems team with fault diagnosis and resolution within a switched Ethernet network- Performing daily data backups over several file servers

Postgraduate Diploma, Advanced Networking

Bsc (Hons), Network Computing, Bsc (Hons) Network Computing 2:1

Btec National Diploma, Networking & Ict Support

Btec First Diploma, It Applications