Roger Fernandes Email & Phone Number

Worthing, Gb

Southwick, England, United Kingdom

Worthing, England, United Kingdom

Littlehampton, West Sussex, United Kingdom

Horsham, West Sussex, United Kingdom

Worthing, West Sussex, United Kingdom

Worthing, West Sussex, United Kingdom

• Consultancy and customer support with focus on Solarwinds products.• On-site and system audits.• Create high/low level design documentation to existing and potential customers.• Pre & post-sales technical support to end customers via telephone and remote assistance solutions (TeamViewer and GoToMeeting).• Log all support and sales activity within the company CRM.• System Administration across a range of IT systems.• Windows Server operating systems, software installation and management, Active Directory, Storage, Virtualisation, VMware ESXi, SQL Databases• Configure Cisco routers and switches, firewalls.• Network Management and Monitoring systems using management protocols such as SNMP, TCP/IP, and WMI.• Installing, configuring and troubleshooting dependency applications as SQL or IIS for Solarwinds web based modules.• SQL data reporting using SQL Query Language.• In-house MS SBS (mostly Exchange and AD management), Cisco switches and firewall (Fortigate) administration.

London, United Kingdom

• Responsible for the Brighton and London office IT and infrastructure Support • Monitor and maintain network activity using PRTG. Participate with the installation, monitoring, maintenance, support, and optimisation of all network hardware, software, and communication links (CISCO switches and routers, DHCP server, Win 2008/12 systems). Keep the comms cabinet tidy and organised.• Analysing and resolving network hardware and software problems.• Service desk support to the user base using SysAid.• Research and deliver solutions to meet SLAs. Staff requests and direct instructions. • AD, Exchange, Mail Enable, Lync, Citrix, Watchguard firewall, Access control, Logmein, Microsoft Intune, were a few of the most used tools in a daily basis.• Keep assets database organised and ensure documentation of the IT Helpdesk procedures and support is kept up to date.• Create manuals and organise training sessions for members of staff in order to provide knowledge in different technologies, such as the implementation of Lync 2013 for video-conference and communications within the company.• Hardware repair when necessary, such as mobiles or laptops.• Apple OS X troubleshooting for staff and advisers.• Plan and prepare work and disaster recovery options according to different projects in hands and discuss them with the team. • Site visits to resolve persistent or high impact problems.• Ensure that requests for assistance are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures.• Follow procedures, searches documentation and previous requests for assistance on related topics to establish possible solutions to calls• Resolve faults by contacting and liaising with third parties.• Contact suppliers, order equipment or arrange a visit to discuss solutions and implementations of new system or technology.• Participate in the maintenance of hardware and software during office hours, out of hours and weekends.

Lisbon, Portugal

• IT support for enterprise customers.• Responsible for some of the new contracts and budget presentations with full network solutions according to the customer’s needs. • Advise and sell hardware/services to customers when needed.• Network implementation, server hardware builds and continuous hardware and server software monitoring, either by remote access, or on-site visits. • Always in direct contact with customers as link between them and the company.• Administration of Windows server systems (Windows 2003, 2008 through to 2008 R2 and SBS 2003/2008), as well as Exchange server 2003, 2007 through to 2010, ISA server, DNS, DHCP, IIS, WSUS, MS Forefront)• Virtualisation using mostly Hyper-V, but also VMware.• Active Directory. GPOs.• Installing, schedule backups and maintenance of MS SQL servers.• Responsible for keeping systems running on the customer’s facilities, by monitoring scheduled backups (often used Symantec backup Exec), checking important services, checking logs, preventing disasters and act quickly if they happen.• Apple Mac OS support, including connection to Exchange mail server, using Entourage or the native email client (Mail). Disk imaging and backup (Time Machine). General Troubleshooting• Mobile computing support (iOS, Blackberry, Windows mobile, Windows Phone, Symbian and Android). Configuring emails accounts with Exchange server.• Configure Cisco and HP switches/routers, VPNs and wireless networks.• Microsoft Office troubleshooting. Outlook pst’s backups.• In-house maintenance of Linux Apache servers. • Responsible for small team of technicians.

Lisbon Area, Portugal

• IT support for enterprise customers.• Administration of Windows server 2003 (Active Directory, DHCP, DNS).• Helpdesk, user support (Windows XP, Vista and Mac) and troubleshooting using remote access and on-site visits.• Server monitoring and backup.• Hardware installing, upgrading, repairing and software configuration.

Alverca, Portugal

• Helpdesk using a ticket system (HP OpenView)• Resetting domain user passwords and unlocking user accounts.• Give support to user workstations, printers, and software inbuilt in machines on the maintenance aircraft hangars (some of them still with Windows 3.11 and 95)• Backup administrator, responsible for the server backups in the F16 hangar.• Deploy enterprise standard images to new workstations using Microsoft RIS server.• Experienced in roll-outs with hundreds of workstations. User profiles backup and restore.• Microsoft Office support, including Outlook .pst backups and restore.• General computer technician work.

Lisbon Area, Portugal

• Inbound and outbound calls to clients.• Troubleshooting and customer service for a Portuguese Internet service provider company (TVCabo/Netcabo)• Set-top boxes testing.

Alverca, Portugal

• Responsible for computer maintenance in two small companies in the construction business, • Self-employed web designer.

Licentiate Degree, It Systems Engineering

Education record