Managing team of Contract Managers and providing guidance when needed.Nurturing relationships with clients for ongoing success.Working with Sales team to investigate new opportunities for growth.

We support MSPs by providing technical support and infrastructure/project engineers on their needs. I personally manage our 24/7 out of hours support team as well as the direct line manager to many different engineers across the business as well as the client relationship.I ensure the client-engineer relationship is beneficial to all parties, advising on best practices and acting as mediator in some cases. As part of my role I consult to our clients on industry best practices using my experience to assist them in setting, measuring and achieving their goals.I have extensive knowledge of the ITIL framework, the echnical knowhow having worked within the MSP space as an engineer for many years before moving into management.

My role includes overseeing the London service desk support team.Self-initiated several projects within the team to deliver better customer service to the wider organisation and streamline internal processes. Team management tasks with 9 direct reports. Responsible for career development, dealing with escalation issues, 1-2-1’s, chairing team meetings and ensuring teams’ deliverable's were being achieved on target.I have extensive experience is dealing across hierarchical levels and managing senior stakeholders.

Senior Support Engineer Currently specialising in support and infrastructure projects including Windows Server 2008/2012 builds, upgrades and virtualisations. Over the last 6 years I have supported a wide range of technologies and platforms in 1st/2nd and 3rd line positions. I am extremely effective at troubleshooting complex issues as I have a broad knowledge of IT technologies.Most recently I have been the project lead on designing and implementing a complete upgrade of our client’s infrastructure from Xenapp 6.5 to Xenapp 7.6. I’ve also recently deployed Lync 2013 and Skype for Business 2015 for our clients recently within a Citrix farm.• Citrix XenApp/ XenDesktop support and troubleshooting – new applications, new desktop environments• Troubleshooting Receiver, Citrix Secure Gateway, Storefront, NetScaler• Administration of XenApp 6.5, XenApp 7.6, XenDesktop• Administration using XenApp Controller, Citrix Studio – new and existing applications, Citrix policies, worker groups• Lync 2013/Skype for Business 2015 install – planning, configuration, handover and support• Managing client expectations in regards to upgrades, migrations and new server installs• Head of second line as a ‘technical account manager’ role – liaising with larger clients as to their needs and any issues they might have, upgrades, new servers into their farms.• Xenserver management and troubleshooting – troubleshooting various layers of virtual desktop environment. • Migration of new customers onto the platform – mailbox migrations, data migration and AD migrations

• Responsible for the configuration, testing and deployment of network routers, switches and firewalls for our clients.• Experience working with Cisco ASA/PIX firewalls, Draytek firewalls, Sonicwall NSA firewalls, HP Procurve switches, Cisco switches• Design and implement network topologies covering WAN, VLAN and F5 Load balancing devices.• Advanced knowledge of NAT and PAT technologies.• WINS / DNS / DHCP.• Advanced knowledge of Internet protocols – TCP/IP, IPSec• Advanced knowledge of networking protocols – VPN, VLAN, QoS, STP, OTV• Intermediate knowledge of routing protocols – OSPF, RIP v2, EIGRP• Administration of Windows Server 2003, 2008 R2 and 2012 R2• Management and administration of Exchange 2010• System upgrades, migrations and implementations• Proposing and implementing system changes and upgrades including version upgrades, drivers, firmware, patching, etc.• Automating manual tasks and improving efficiency using PowerShell• Escalation point for junior technicians• Recent projectso Project lead in planning, configuration, setup and testing of network switches for Blackstone Chambers. Complete overhaul of network, o Rewire main and intermediate distribution frames for a number of clients.o Plan and implement public and private wireless for many clients.o Virtualisation of all Servers from Windows Server 2000/2003 environment to Windows Server 2008/2012 using Hyper-V

• Support desk environment providing remote and on site network and desktop support.• Windows Server 2003/2008 setup and administration.• DHCP, DNS, WSUS, RDS farm, setup and administration• vSphere 5 administration – creating and rolling out VM’s, creating and setting up farms and clusters.• Setting up and troubleshooting iPhone/iPad, blackberry and android mobile phones with Exchange/BES.• Administering Windows XP, Windows 7 and Mac OS• Setup and administration of BES Server in different client environments.• Day to day administering of MS Exchange – New user mailbox, distribution groups, contacts, forwarding rules, hub transport rules, relay connectors, mailbox permissions• Troubleshooting email routing using exchange, mail controller.• Intensive Backup Exec administration due to number of clients• Troubleshooting/ repairing and upgrading printers, laptops, desktops.• Liaising with external software development companies.• Respond and fix issues raised by clients within SLA’s agreed.• Terminal Server configuration and troubleshooting.

Provided assistance to the shops and head office staff, dealt with the tickets escalated by 1st line Helpdesk agents.Managed anti virus for head office computers and servers also liaised with suppliers (i.e Epson, Dell) regarding.Printers and computers for new opener and closure stores. In addition, troubleshooting and building dell systems and laptops for head office staff. Maintaining Windows 2000, 2003 servers, managing user accounts and groups in Active Directory and running daily backups.Achievements•Created documentation “difference between Office 2007 and 2010•Installed Office 2010 throughout the company•Configured and tested Access Points for all shops

• Answer telephone and email enquiries from users regarding problems with IT systems.• Troubleshooting network connections in a LAN and/or their DSL router.• VoIP configuration and troubleshooting, saving millions of pounds in telephone costs• Configuring new hardware to be sent out to clients.• Respond and fix issues raised by clients within SLA’s agreed.• Successfully rolled out new version of in-house back office system for all stores.• Working within SLA’s provided, and ensuring all jobs are logged.• Working within a small but dynamic team, while delivering a consistent standard of service.• Escalating technical issues to senior engineers, hardware manufacturers or software developers.• Remote access used to fix certain issues.• Use of Server 2003, and Microsoft exchange at an intermediate level.• Responsible for Verifone products. I am solely responsible for all aspects of Verifone products, be it stock levels, products sent to Verifone for repair, and rolling out new PINpads for stores,• Training fellow staff members in Verifone products use, and troubleshooting advice.Achievements•Trained and mentored new starters to a desired level of service and created training material •Upgraded router firmware in 1200 shops within a timeframe of 3 months.•Completed a project configuring, maintaining and explaining VoIP system throughout 1200 shops.•Proposed and helped implementing a staff development scheme which involved service development, internal training and incentives..