Ryan Coker Email & Phone Number

London, England, United Kingdom

In this role my responsibilities are:- Resolve Technical incidents (including MSO's) 3rd line level Incident analysis and support- Resolve Technical Requests while following 6DG internal change process- Provide RCA's where appropriate on MSO's I worked on- Act as a point of contact for our clients and escalation for the 2nd line engineers and 24x7 Engineers in the Service Desk- Identify any recurring issues and raising problem records for investigation- Accurately log and maintain to ITIL and 6DG guidelines while keeping within SLA- Participated in an on-call rotaIn this role I supported: Fortinet, Palo Alto, Cisco, Juniper

Alton, England, United Kingdom

In this role my responsibilities were:- To troubleshoot and thoroughly document all technical cases through to either resolution or escalation to vendor level 2 as appropriate- Create customer technical environments in our lab and recreate problems where appropriate.- Work collaboratively with other support engineers to ensure ticket queue is monitored during business hours- Act as a mentor to more junior support engineers, providing assistance with technical queries on Fortinet products, assist with lab deployments and provide technical 1-2-1 Mentoring- Assist the Technical Support Manager with reviewing support tickets for quality and improvement- Assist the Technical Support Manager with reporting of company performance on the vendor support portal- Create and manage a document knowledge base for the purpose of assisting junior support engineers in resolving ticketsIn this role I was dedicated to supporting Fortinet productsI was promoted to this role due to although I only assisted in the handling of Fortinet technical tickets as Junior Engineer for 5 Months in 2021, I received the highest average customer survey feedback score and highest number of surveys of all engineers for this Vendor. As well as my keen interest in assisting technical support management with the creation of a new dedicated team

In this role I had the below additional responsibilities added:- To assist fellow engineers with the more challenging technical and administrative tasks- To be a dedicated mentor to new/junior engineers- To work independently and act as a point of contact for queries from junior team members- To identify when issues should be escalated either through technical and/or management channels- To meet vendor requirements of our vendors in order to progress cases for our customers.I was promoted to this role due to - I demonstrated a high level of competence in 2nd line feedback, customer surveys, Technical work, and case handling best practice- My Keen interest in expanding technical skills and knowledge, through learning and case work.

In this role my responsibilities were:- To troubleshoot and thoroughly document all technical cases through to either resolution or escalation to 2nd line Support or vendor- To establish theories on cause and solution through the process of labbing customers network environment- To input and manage support work in our case system (Netsuite), clearly and concisely.- To assist in managing hardware replacements against strict deadlines- To be the first point of contact for support, via telephone or Email and then logging a ticket appropriately prioritized and accurately scoped- To Assist in a 24x7 shift patternIn this role I supported: Extreme Networks, Palo Alto, Fortinet, Safenet (Thales), Gigamon, Sentinel One

Basingstoke, England, United Kingdom

In this role my responsibilities were:- To troubleshoot and thoroughly document all technical cases through to either resolution or escalation to 2nd line Support or vendor- To input and manage support work in our case system (Inhouse system), clearly and concisely.- To regularly document updates as well as proactively monitor, identify and follow up on any tickets that are in 'jeopardy' of breaching contractual obligations or SLA's.- To be the first point of contact for support, via telephone, Email or online portal and then logging a ticket appropriately prioritized and accurately scoped- To pro-actively monitor internal and customer systems- To assist with the request for change (RFC's)- To Assist in a 24x7 shift patternIn this role we supported: NEC, Mitel, Forescout, Kaspersky, Portnox

Bracknell, England, United Kingdom

- Proactively monitor the entire infrastructure of Defense system RESTRICTED via Service and Enterprise Management Tools (Netcool)- Identify and report all security events and technical faults within the JSP541 reporting timescales- Infrastructure monitored include Server/desktop, Server Services, Cluster status, Backups, IOG, Software, User Accounts and other equipment- Major incident from scoping to diagnosing to resolving or escalation (Via HPSM)- Patching of Tier 1, 2 and 3 servers- Out of hours 1st and 2nd line support for Heightened/Critical Users.- Anti Virus Monitoring, Upgrading, Installing and Deployment- Rebuilding of UADs- Assist in a 24x7 shift pattern

Reading, England, United Kingdom

- Being the first point of contact for support, via telephone, email and portal- Accurately logging support tickets for customers within the helpdesk system (ServiceNow) ensuring it's scoped correctly and prioritised appropriately.- Regularly document updates as well as proactively monitor, identify and follow up on any tickets that are in 'jeopardy' of breaching contractual obligations or SLA's.- Pro-active monitoring of internal and customer systems- To diagnose all issues then formulate and implement a solution or further analysis for escalations- 1st line support for Windows 7, Windows 10, McAfee, Office 365, Windows 2012, Windows 2016, Active - - - Directory and custom systems- Assist in a 24x7 shift pattern

Camberley, England, United Kingdom

- Voluntary Role- Being the first point of contact for support/sales, via telephone, email and in-person- Scheduling collections of donations- Sales of donations- Retail duties such as customer service, cleaning, providing customers with information

Farnborough, England, United Kingdom

- Devise a time-sensitive plan to successfully install and implement the new CRM (ThankQ)- Refined and audit all data on the existing CRM (Raisers Edge)- Configure the new CRM to meet organisation requirements- Import all data into the CRM and create new user profiles- Deployed new CRM into the organisation through staff training and on-going development to business needs- Investigate and analyse all existing data, processes and business needs to formulate and supervise an effective strategy to implement GDPR- Drafted and Edited GDPR compliant documents for board approval (e.g privacy policy, data protection policy, etc)

Farnborough, England, United Kingdom

- Voluntary Role- Test functionality of organisations new website with occasional editorial work (Via WordPress)- After the website launch, my role became focused on creating and distributing training accounts- Emailing website user's custom completion certificates upon completion of training- Towards the later months changed to data housekeeping, sorting and organising of Database/CRM spreadsheets and folders.

Ocr Level 2 National Award, Ict, Distinction

Gcse, Mathematics, A

Gcse, Computing, B

Gcse, English Language And Literature/Letters, C