Peter E. Email & Phone Number

Cambridge, United Kingdom

Managing the Customer Support Desk, Internal Network, and Cloud Based Infrastructure at Amazon Web Services.Providing local Hybrid and remote resources (Windows 2003, 2008R2, 2012, 2016) and Bring Your Own Licence (BYOL) Instances, created locally using Oracle Virtual Box and uploaded to an Amazon We Services Image.Customer support for the TriSys Recruitment Software. Managing Customers Google Gsuite Accounts, setup of mail domains within Gsuite, individual mailboxes, groups and aliasing.Part of Microsoft Windows Insider Program and utilising virtualised machines to test new versions of TriSys proprietary software on the upcoming version of Windows 10. Management of the Company Public Web Servers (IIS), SSL Licensing, Secure FTP Servers, SQL Servers, DNS, Active Directory, Network Storage, Backups, Restores and Upgrades.Powershell programming for writing localised programs, for data manipulation, automation, reporting, alarms and remote Amazon EC2API/AWS CLI Command Calls.Implementation, setup and support of our RingCentral VOIP telephone network.Summary:During my many years with TriSys Business Software I had many achievements:-Introduce process to ensure the cost effectiveness of each contractReduced response timesIncreased communications between the support team and the customerIncreased turnaround time for customer issues.Increased issue throughput and uniformity using canned responses and online documentation.Build various Amazon based, customer specific desktops and environments.Amazon network management to ensure costs are kept to a minimum.Many local and Amazon Web Service based projects.

Cambridge, United Kingdom

Managing the Helpdesk ensuring customers are dealt with in accordance with their contract terms.Liaise with customers and support staff and to provide performance statistics on a monthly basis.Provide documentation, process and procedures to provide a better customer experience.Summary:During my time with C3 I developed the Royal Blue Touchpaper Helpdesk software to better serve the needs of the helpdesk and produce accurate reporting.

Cambridge, United Kingdom

Managing and coaching of a senior team spanning 3 countries, who provides 1st class delivery, installation and telephone support to all UK and European customers.Ensure contractual obligations and Service Level Agreements are met.Work with the software manufacturer and 3rd party providers for resolutions to customer problems and to monitor their performance.Build and manage a development centre to deliver Virtual Private Networks, High Availability solutions and deliver training and development to EMEA support engineers in a real world environment.Assisting and advising both sales and pre sales teams.Write centralised documentation to define the delivery and support of the company products.Create a dial up Internet provider service called "Servelan", using the PIPEX dial up infrastructure.Summary:During my 11 years with WorldCom, I started by managing a support team which supported the Netmange range of IP products, and the local internal network. I put together and trained a security team to support the UK firewall product, and built on that to eventually manage a European Expertise Centre of 14 people, providing training, installation, delivery and support with team members in 3 separate countries. My last project with this company was to incorporate the European Firewall support into the Global Firewall support team.My main achievements were:Managing the Expertise CenterLiaising with different countries with differing cultures and systemsTraining of country support engineersReducing delivery timesKeeping product costs downManaging contractual obligations

Basingstoke

Later Taken Over By Unipalm-Pipex - (Above)Supporting both internal and external customers.Create and manage the companies own Internet Provider Service and creating installation media for magazines.Leaf distribution was a UK distributor of the first NetManage TCP/IP stack for Windows, prior to Windows For Workgroups.

Guildford

Installation and maintenance of IBM PC Computers and RISC based Servers, (Xenix and AIX)

Basingstoke

Installation and maintenance of Altos Unix Servers

Ascot

Maintenance for all computers and connected equipment.

Basingstoke

Working for an IBM Dealership, installation and maintenance of IBM PC's, Servers (DOS and AIX)

Bournemouth, United Kingdom

Training in Microelectronics and VDU principles.

Various

Class 1 Vehicle Technician, multiple vehicles

S.C.E., English, Geography, Art And Woodwork

Education record

Education record