Paul Draper Email & Phone Number

Gatwick

Running the support desk for a leading IT services company. Including ticket allocations, dealing with escalations, mentoring support technicians and organising site visits.

Gatwick

Providing call handling and remote support for issues including PC’s, hardware installations, Microsoft 365, Server maintenance, etcProvision of a first-rate technical service to IP’s customers ensuring the company’s standards of excellence are utilised and driving ‘customer delight’. Setting up new users on systems and create passwords etc.The first point of contact for all customers via telephone, e-mail, remote support and in person.

United Kingdom

Configuration and installation of the GFS logistics software for both new and existing clients. Providing 1st and 2nd line telephone support of GFS applications; PC maintainance, configuration and installation; internal helpdesk support.

Maidenhead/Slough/Egham

Responsibilities• Supporting customer facing analysts, internal IT and development staff.• Setting up and maintaining lab environments for testing and troubleshooting of issues.• Producing technical documentation containing detailed descriptions of new and existing functionality.• Act as a conduit between the support organization and enterprise software development.• Being the go to person when help is needed by anyone within the company in regards to my assigned area of specialization. For the last two years this has been MDM of iOS devices, which is a key area at BlackBerry.Achievements• Being the first to take on my role in the EMEA region, laying the foundation for those that followed, and building a bridge between the region’s support teams and development.• Providing technical solutions to POC customers to seal contracts and the purchase of high volumes of software licenses.• Achieving recognition as a Software Development Support Specialist.• Finding the root cause of many issues where others with a technical background had been struggling to do so.

Southwater, West Sussex

I had responsibility for the networks, servers and workstations across multiple sites in the UK. I also had responsibility for the IT support staff at these locations. Planning and strategy were a key part of the role, as the change in company was due to a corporate takeover. And this meant that transition to different systems was necessary.

Southwater, West Sussex

After a takeover by Deluxe Global Media Services I was promoted to Operations and Network Support Manager. I now had responsibility for the networks, servers and workstations across multiple sites in the UK and across Europe. I also had responsibility for the IT support staff at these locations

Southwater, West Sussex

Promotion to System Support Analyst with a greater emphasis on the supporting of server based software, communications Hardware, network infrastructure and server hardware. I had responsibility for the upkeep and roll outs of new servers across multiple sites in the UK and across Europe. I was also responsible for backup strategies, disaster recovery and the housing of the equipment.

Southwater, West Sussex

Promotion to Operational Support Analyst, a second line support role, which involved travel to multiple sites in the UK and across Europe. Supporting users with IT problems in a hands on capacity. Resolving computer hardware, software and networking issues.

Southwater, West Sussex

First line support, taking calls from users, creating support tickets, and providing assistance with IT problems over the phone. Also responsible for server backups and purchasing of computer equipment.

Horsham, West Sussex

First line support, taking calls from users and providing assistance with IT problems in a hands on capacity. Also responsible for AS400 system backups, inventory and purchase of consumables.