Peter Bacso Email & Phone Number

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.
• 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

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

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

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

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