Reuben Gray Email & Phone Number

Dublin

• Provide full IT systems administrator services to clients.• Manage the IT helpdesk and a team of engineers, escalating as appropriate.• Set up hotel guest wireless solutions.• Provide email & web hosting along with Barracuda Anti-Spam solutions.• Very familiar with Sonicwall appliances (firewall, email security, CDP)• Monitor customer sites and ensure everything is running correctly and efficiently.• Install and maintain servers and other equipment on customer sites.

Finglas & Naas

• Field Service Team Lead of Reactionary Services leading a team of 4 engineers.• Manage Daily Operations: Provide procedural, customer service and technical guidance to the Service Desk Team, which include such roles such as Scheduling Field Service Engineers and Helpdesk Engineers.• Identified training needs and tools necessary to provide Service Levels for the division: e.g. only two engineers were proficient in server installs so I trained another engineer on installing and maintaining server 2003.• Started remote monitoring and set up VPN links to customer sites. This instantly improved communications enabling the helpdesk to identify any common Technical issues for the customer and reduced the amount of on-site visits.• Created an environment where staff are actively encouraged to share the knowledge rather than hold onto it.• Attended customer meetings with Sales staff to discuss current offerings and address any issues• Pinpointed revenue to be clawed back for issues that were outside the scope of customer contracts e.g. virus due to visiting certain websites.• Developed new procedures to ensure better running of the Service Desk and Workshop such as proper call logging.• Produced Technical and Procedural Documentation.Supervised a team of 4 engineers and provided support as needed• Supervised a team of 4 engineers and provided support as needed.• Set up remote VPN links between sites (box to box) and customers (remote login).• Survey sites to determine technological needs.• Training customers and employees.• Provide assistance to other field technicians.• Epos systems\Tills using Take Five POS

Dublin

• Trained new recruits in both Technical & Job specific modules.• Help recruits settle in, find accommodation, get PPS numbers where needed etc.• Ensure their IT logins and system details are setup with conjunction with the IT. Administrators.• Provided technical & procedure training to the team and new employees.• Investigated technical issues and enacted a solution.• Formulated solutions to large corporations.• Provided level 2 support where necessary.• Initiated appropriate 3rd level support or replacement parts.• Provided help and leadership the team consisting of 15 technicians.• Supported workstations, servers, networks and laptops.• Acted as Senior Technician to other Technical Support teams as needed. Approximately 100 technicians, 7 teams.• Defined troubleshooting procedures to IT departments in Client companies.• Where known issue is resolved by myself, submitted fix procedure to database.

Dublin

• Provided technical & procedure training to the team and new employees.• Investigated technical issues and enacted a solution.• Formulated solutions to large corporations.• Provided level 2 support where necessary.• Initiated appropriate 3rd level support or replacement parts.• Provided help and leadership the team consisting of 15 technicians.• Supported workstations, servers, networks and laptops.• Acted as Senior Technician to other Technical Support teams as needed. Approximately 100 technicians, 7 teams.• Defined troubleshooting procedures to IT departments in Client companies.• Where known issue is resolved by myself, submitted fix procedure to database.