Ross Snazel Email & Phone Number

Sheffield, Gb

Sheffield, England, United Kingdom

In my role as a 2nd Line SOC engineer at Auxilion, I am responsible for managing the SOC environment for MSP customers in Sheffield, England. I raised and investigated customer issues, conducted backup checks using DPM management and Azure backups, and managed customer environments through Vsphere, Azure, and Hyper V. Additionally, I monitored customer environments outside of regular hours to ensure continuous performance.

Sheffield, England, United Kingdom

Sheffield

Sheffield, England, United Kingdom

Leeds, United Kingdom

Provides advanced technical support services to customers (internal and external) including installation, troubleshooting, problem resolution and maintenance.• Responsible for producing and delivering the IT Service Desk roadmap, including improvement initiatives• To work with the IT Service Desk team and key relationship areas to resolve escalations of a diverse and/or complex nature• Provide on-call support on a rota basis• Developing good working relationships with key contacts throughout the business • Maintaining high levels of customer service.• Contributing to the continual improvement of the services provided. • A point of escalation for complex queries • Maintain a high technical standard, to enable leading by example. • Actively participate in project tasks.• Mentors/supports junior team members.• To manage and co-ordinate the resolution of major incidents and outages• Handling of Major Incidents to completion, communicating such incidents to key business contacts and ensuring incident reports are completed and distributed accordingly

Heckmondwike

Working within a busy IT support team providing telephone and dial in support using teamviewer and logmein, maintaining up to 150 individual company servers and their users. Utilizing the following skills:Active Directory, DNS, DHCP and WSUS management on Server 2003 to Server 2012 r2.Reactively providing solutions to technical questions on failed hardware\software and producing permanent solutions or workarounds that don’t affect client environment.Exchange 2003 to 2013 deployment and management.Email management for all versions of Outlook and also other competitive productsNetwork support with extensive TCP/IP knowledge working with switches and routers.Proactive backup monitoring and resolution for a wide range of products, mainly Symantec SSR and Backup exec 8.5 to 2013.A wide range of desktop OS support from windows XP through to the current windows 10 (all editions from home edition to professional).Deployment of AV solutions from console to client including Symantec Endpoint, Sophos and ESET.VPN setup for outside users on peripherals such as Draytek routers and also implementation of RRaS within Windows server.Setup of AV Equipment such as PC compatible Projectors and multi-monitor setups.Installation of back office systems including Sage, ACT! and CCH central.OSX support with limited connectivity to windows networks.

• Working as a Security Cleared Engineer within a 24 hour Network Operations Centre, I am responsible for monitoring client systems and networks, both remotely and hosted onsite within the company's multiple datacentres. I monitor, administer and manage software/hardware related issues and Datacentre activities in the Network Operation Centre throughout the shift period, making business critical decisions.• Ability to support a Microsoft Windows Server and Desktop domain (including SQL, Exchange, Active Directory & Group Policy). • Working with VMware virtualisation (ESXi) and multiple platforms.• Act as the escalation point for technical and service issues in and out of office hours.• Manage incidents reactively, identify root causes and implement corrective actions for all systems within defined service and operational levels - working to ITIL V3 principles and ISO 27001 standards.• Actively participate in dealing with alerts received from various solutions Inc HP Openview, Nimsoft and Network Node Manager leading through to resolution. • Provide 2nd line support and offer problem resolution using fault finding dialog.• Provide assistance to 1st line staff through technical escalation.• Management of Data Centre operations.• Manage and support backup management for multiple customers in a variety of software packages such as Backup Exec, Data Protector, Veritas and Netbackup.• Server Patch Management.• Prioritisation of alerts and coordination of engineers, support staff and 3rd party companies.• Escalate any potential service impacting incidents in accordance with internal procedures.• Build and maintain close working relationships with customers and colleagues to maximise service quality.• An ability to work under pressure and priorities workload.• Disclosure Scotland cleared.

Leeds, United Kingdom

• Provided 2nd line technical support for all Sales & Service products and services from a fixed line and cellular view point involving successful diagnosis of single user faults, root cause analysis and delivery of resolution. • Managed multi-user faults part involving proactive communication to the customer base to ensure that impact to service and experience was mitigated with minimal damage to brand/reputation. • Provided 2nd line support to customers via telephone/email for the range of services and products that 02 provide.• Diagnosed customer’s problems.• Reported and tracked faults through our internal resolution teams, vendors and wholesale suppliers.• Kept customers up to date at all times.• Delivered 2nd line support and installation of hardware / software.• Supported PC, Mac users via telephone & remote control.• Assisted home phone customer and raising faults via vendor systems.

Sheffield, United Kingdom

Manage faults and Issues within BT's 500+ systems, notifying affected parties and senior management and directors. Providing email and website updates every 15 minutes as per standard incident management processes.Speaking to engineers and 3rd parties to arrange engineer visits to the affected systems, to aid in diagnosis and resolution.Supporting over 40 projects, offering consistent, ITIL-compliant, process-driven management of incidents. Providing customers with pro-active monitoring of applications, networks and servers, using a variety of industry recognised applications.Dealing with internal and external customers in a professional and friendly manner, endeavouring to resolve incidents at first point of contact or following through to resolution.Main Responsibilities:Provide excellent customer service, ensuring incidents are progressed within SLA targets and resolved within a timely mannerUtilise support tools and knowledge based information to facilitate high levels of first contact resolution, ensuring cost effective management of recurring problemsAD / Citrix AdministrationMentoring new starters; Ensuring other team members are aware of new responsibilities and any changes to current proceduresUpdating / creating user guides and support documentationMonitor BT and Client systems, pro-actively detecting any problems and ensuring minimum disruption to services (HP Openview, Nagios, Sitescope, Cisco – WhatsUpGold)Carry out structured testing on the NHS Spine system, ensuring systems are running correctly and efficientlyProduce monthly reports and statistical spreadsheets for internal and external customersPerform Quality Checks on tasks carried out by the offshore site in Pune, IndiaAs an experienced member of the team; Providing advice and guidance to colleagues

Leeds

Providing on call support for all employees within the company, providing support for all MS packages, Time management and document management systems. Desktop support within the Leeds and surrounding offices, to cover PC's, Servers, Printers and laptops. Also supporting document management support for portable dictators and voice recognition software.Sharing knowledge of all MS products, for support and fault diagnosis.

Advanced Gnvq, Information Technology, Distinction

GNVQ Advnaced IT A level "Pure Mathamatics"

A Level, Pure Mathmatics, A

Gcse 9 X A-C