ICT Senior Technical Lead

Core I.T. Skills; esure is an Insurance company with 1800 staff over three sites, two of which are contact centres. I currently work within a team of three Infrastructure support Analysts, providing software and hardware support for on-site Wintel servers (W2K and Win 2003 Server), 600 workstations (Win2k and XP), approx 600 users comprising call centre staff, VIPs and some remote laptop users. We also administer and support VOIP telephony on an Avaya ACD and Avaya VOIP handsets, trunk side call recording (Verint Ultra 9.3) HP Printers, Symon Wallboards, Tiger call logging, and Audio Visual equipment. Whilst performing my support role I work closely with the project team, and have certification to install and support the new Document Management - Imaging Software (Kofax).We are currently engaged in a Wintel (Server and Workstation) refresh moving to Windows 7 and Office 2010 based predominantly on Wise Terminals but also some desktops and laptops.

KOFAX Document Management - Imaging Software. Installation, support and training.Network design and implementation. Installation of cat5e - fibre and comms room configuration.Providing support for 25 remote users and 600 onsite users including Blackberry users. Remote support put of hours for VIP members of the company.Desktop administration & deployment via Microsoft BDD.Ensuring the entire estate is running at peak performance and uptime. Monitoring both telecomm systems/voice analysis systems. Verint & Digilog.Tracking problems in ICM and Avaya.On-call supportBlackberry handset and client software.Regular travel to all esure sites including third party DR sites. Verint call recording and Quality Management.Visiting regional offices on a quarterly basis to ensure support received by the end user is consistent across all three sites, thus enabling the IT department to enhance user's experience whilst promoting a friendly and professional service. Project Management responsibilities include:Installation of document capture, management, and imaging software (Kofax)Office expansion including networking the premises - RJ45 cat 5e network, organising and overseeing telecom installations, plus transferring and reconnecting equipment within new locations.Decommissioning remote call centre & removing IT infrastructure. Deployment of laptops for remote workers.

Monitoring Remote Synchronisation Agent (Document Management - Imaging Software)Installation and upkeep of local and remote Domain controllers, web, mail, telecom & database servers.Tivoli backup & disaster recovery.Hyper-V 2008.Citrix Xen Server & Design Studio.VMware vSphere 5.1Hardware upgrades - maintenance.Data management.Fault diagnosis. Cacti - network & Server monitoring

In providing IT expertise, for this network and system support firm my role was principally concerned with the installation, support, and maintenance of IT requirements for 35 small to medium sized businesses within the northwest. On average the team closed 350 calls per week within given SLA's as well as running with multiple projects and client relocations.Software supported included Windows & Office 2000, Outlook 2000, Active Directory, W2K and Win 2003 Server. Telephony software included Voispeed and Asterix (VOIP) and Meridian. Support duties included:Build and installation of W2K and Win 2003 Servers and domainsNetwork installation and design including comms room layout.Installation of web, mail, telecom & database servers.VOIspeed installation and client training Client Backup (Veritas and ARCserve)Software support and installation Hardware upgrades - maintenance.Sage line 50Fault diagnosis. ADSL activation and router configuration (Draytek).