Peter Bacso Email & Phone Number

London, Gb

London, United Kingdom

• Providing 3rd Line support in various public and private cloud, on-prem and hybrid technologies to over 150 customers with complex environments• These environments included but exclusive to Citrix on-prem, Citrix Cloud and RDS implementations with FSLogix Profile Containers and Application Masking; Microsoft Azure and 365 infrastructures, including Exchange Online, Entra and Intune• Worked closely with technical and service delivery teams to provide knowledge or resolution of client issues• Using ServiceNow, working through assigned tasks as well as reviewing trends for potential issues• Owning Citrix and Infrastructure related incidents, which required resolving the issue directly or providing support to ensure a quick resolution• Working on proactive and reactive problem tickets, providing workarounds where possible, liaising with vendors and updating internal and client stakeholders through to resolution• Creating, implementing and peer approving change requests following ITIL best practises• A senior escalation point for Service Desk related technical issues• Proactively monitoring client systems through monitoring platforms (N-Able and LogicMonitor) and raising the appropriate ticket should an issue be identified• Owning the maintenance and building of Citrix servers manually and via MCS• Maintaining, upgrading NetScaler appliances in single and HA pair configurations• Completing SSL certificate orders, renewals and installations• Managing public and private DNS records, domain transfers• Creating and maintaining documentation, knowledgebase articles and client runbooks• Mentoring and supporting new and junior team members

London, United Kingdom

• Providing exemplary support for a large portfolio of global finance sector customers• Assisting various teams during Citrix and Exchange/Office 365 renewal projects• Constantly improving customers’ system via GPOs, Citrix policies, scheduled tasks, PowerShell and CMD scripts• Working closely with 3rd and 4th Line teams to meet ticket resolution within agreed SLAs• Creating and updating knowledgebase articles to high standards• Dealing with VIP and VVIP users on a daily basis• Supporting customer infrastructures via VMWare vCenter and vCloud• Escalating tickets to Citrix, Microsoft and other 3rd party vendors to solve customer issues and queries

London, United Kingdom

• Providing support to 1st Line Technicians in issues relating to Azure, Office365, InTune, Direct Access, Defender, DirSync, Client environments• Supporting the internal office infrastructure (including backups, access control, phones, desktop support)• Providing a technical escalation point to 1st Line support and assist with resolution of support cases raised by the Service Desk• Handling support requests assigned by the Helpdesk Manager or Team Leader

London, United Kingdom

• Providing high level Technical Support to various clients remotely, via phone and on-site• Assigning tickets to 3rd Line Support or Professional Services• Investigating and diagnosing faults/technical problems and providing regular progress reports during fault resolution• Monitoring alarms and initiating fault reports via network management application (OpenNMS)• Ensuring smooth migration experience of clients from Lotus Notes to Office 365• Co-ordinating with 3rd party vendors and manufacturers to solve and escalate customer queries and complaints

London, United Kingdom

• Providing 2nd and 3rd Line support to various clients in ITIL environment• Providing extensive support for Microsoft Forefront Unified Access Gateway (UAG), DirectAccess, Microsoft Intelligent Application Gateway (IAG) and Swivel appliances• Liaising with Microsoft and other 3rd parties to solve and escalate customer queries• Providing support on Citrix XenApp 4.5 to 6 and on VMware vSphere• Providing support on various Microsoft systems and applications like Windows Servers, Exchange Server 2003/2007/2010, Windows 7, Office products• Managing, maintaining and building servers• Configuring, supporting Microsoft Forefront Threat Management Gateway (TMG)• Reviewing technical documentation for services handed over from PSG to MSG• Providing ad-hoc training to other team members• Monitoring and auditing servers

London, United Kingdom

• Providing high level 1st and 2nd Line Support to various clients remotely and via the phone• Ensuring all SLA’s are met and Service Desk follows ITIL methodology and correct procedures• Liaising with 3rd party vendors and manufacturers to solve and escalate customer queries and complaints• Providing support on Mitel 5330/3300 IP Phone System for internal user

London, United Kingdom

• Project managing to completion the upgrade of systems to merge two companies, specifically Citrix Xen virtualization environment• Data migration between the two companies, to work from one single system, with minimum down time• Planning roll out of system to smaller offices before deploying to all company offices, across UK and Middle East• Documenting procedures for both IT staff and users to troubleshoot any challenges they may find within Xen Environment• Liaising with external Citrix IT Consultants to integrate their skills within our in-house infrastructure team• Monitoring, testing and de-bugging of the Xen servers and take appropriate action when needed• Creating detailed rack diagrams for all servers with the help of Microsoft Visio• Configuration and maintenance of WYSE and IGEL terminals• Providing user support along with the Helpdesk team at busy times

London, United Kingdom

• Providing user support via exemplary costumer service resolving issues through call logging or via e-mail• Call logging and call assigning to either 2nd line or 3rd line support• Remote access to users and servers via Citrix and Remote Desktop Connection• Managing high pressure periods of calls, from Director level to general staff level• Active Directory user administration, Microsoft Exchange management• Liaising with external companies which manage and develop in-house systems for users for BBT Ltd; and support the company’s network service• Resolving various issues on Microsoft Office applications such as Outlook, Excel, Word and PowerPoint on a daily basis• System re-builds, hardware and OS software troubleshooting and fixing