Employed within our ITIL Software Support team to work with our customers and software suppliers to capture, diagnose, fix, and monitor, technical problems and incidents involving our Enterprise Solutions. Communicating directly with customers from the full range of interests: including non-technical consumer end-users, through to third line IT Systems Engineers, through to procurement stake holders. Collaborating with support at the developers through escalation.As a senior specialist a significant part of the role involved providing assistance and mentoring to junior specialists within our team, when needed taking over matters as the means of escalation.Trained with Product Specialisation (uniFLOW and Prisma software in particular) using this and various skills to collaborate to resolve issues. This includes working under pressure towards quick restoration of service in the case of high impact outages to critical services such as in health.The solutions are predominantly highly distributed in nature, serving to provide integration between a powerfully wide range of customer’s needs and local or cloud systems, often involving customisations. A key element of the role would include efficient research into technologies and implementations often on a 'sight unseen' basis. This being done with a view to carrying out or providing consultation for: collecting feedback, diagnostics for fault localisation, and planning and implementation of fixes.Examples of frequently used technologies and tools include: various of the OSI network layers and their protocols and applications also involving Wireshark; Windows server and workstation OSes also involving Processmonitor and use of Powershell scripting to analyse, action large changes, and log results; MS SQL servers including use of T-SQL; AD, EntraID interoperability and resolving problems with provisioning, .Net IIS applications also including certificates and ciphers, some use of ported Linux application stacks.

Started employment with Marley Eternit as a member of their Central Infrastructure Team when this UK company remotely managed the architecture of its parent Etex group's Citrix application delivery platform residing in Belgium. This consisted mainly of 2nd line responsibilities.Following a group level reorganization and consolidation to Belgium I moved to the latest role becoming a member of the Marley Eternit's Business Technical Support team. This new role consisted of duties ranging from 3rd line responsibilities through to 1st line functions.