Key responsibilities:▪ Providing our internal client with a high standard of service consisting of support and consultancy for the supported tools meeting tight SLAs. These tools included IBM Rational ClearCase/ClearQuest/Synergy, PVCS/Serena Dimensions, ADDM, Atlassian JIRA/Confluence/Fisheye/Crucible/Bamboo, Subversion (SVN).▪ General maintenance of the toolset infrastructure.▪ Migrating and upgrading the tools.▪ Key stakeholder management.▪ Technical engagement with vendors such as IBM, Serena, BMC, Atlassian etc.▪ Technical engagement with other internal teams such as Wintel, Networks, Virtualisation, Backup & Recovery etc.▪ Planning, proof testing and implementing high profile changes and fixes on servers in the live service environment.▪ Investigating failed filesystem backups. (Tivoli Work Scheduler, NetBackup)▪ Ensuring the team's working practices, policies and processes are fully documented and followed as part of my role as the team's Quality Co-ordinator.▪ Designing and implementing the team's problem management process and ensuring all service issues/outages are logged and taken through the process as part of my role as the team’s Problem Manager.▪ Managing a variety of both virtual and physical servers; Unix/Linux/Solaris, Windows Server. (vSphere/vApp/VMware)▪ Using MySQL to manipulate database entries.▪ Network troubleshooting for servers failing to scan or connect from our ADDM appliance.▪ Working in an Agile manner adhering to common ITIL practices.▪ Working with Windows XP, Windows 7, Office 365, Active Directory.

Key responsibilities:▪ Providing Windows desktop support to external end users in a helpdesk environment.▪ Fixing common printer and bespoke application issues.▪ Triage and escalation of support tickets.▪ Recognising ways to improve efficiency of logging calls and resolving issues and implementing them as a BAU process across the board.▪ Managing knowledge base solutions.▪ Mentoring and coaching new team members.▪ Working to metrics (First Time Fix, Average Call Length etc.)