Simon Brooks Email & Phone Number

Responsibilities:• Reviewing Change Requests (CR’s) from customers to ensure the details is correct and accurate. o Review CR’s with Dev\QA teams to acquire estimates.• Hold Backlog Refinement sessions with Dev\QA teams.• Liaise with Product manager to review product roadmap and look at breaking down features into multiple User Stories. • Work with different stakeholders on their respective priorities and ensure all tickets hold enough information for dev\QA teams to work on. • Holding product training sessions for new starters, so they can be up to speed on the product and basic industry knowledge. • Having handover sessions with Dev\QA teams so they understand the new features\CR’s being completed.• Assisting Client services team on in-coming incidents\service requests from customers so they can get the right support they need to analyse and investigate tickets. • Being a SME on the Exchange Connectivity I am responsible for ensuring our Standing data is up to date and accurate

Solihull, England, United Kingdom

• Point of contact for all BAU customers for any enquiry from password reset to firewall issues to API enquires. • First point for escalations, including complaints and 2nd\3rd line issues\queries, both from internal issues and from Customers.• Being a point of contact for our high profiled customers. Managing defects, hosting weekly calls to go through progression and managing defect releases and testing of said defects. • Handling queries over contracts and contract changes including amendments to contracts• Basic SQL admin and basic SQL querying skills, • Supporting IIS based .net applications with applications being deployed using Octopus via Team City. • Supporting SQL Server 2016, Windows Server 2016, SSRS 2016. • Being a SME in certain areas of the application, which allows me to be a specialist in specific areas within the business, • Being a reliable, knowledgeable member of the team so that customers can rely on me to fix and investigate their issues and report back to them. • Holding training sessions with customers on areas of the software I know well and train internal staff to improve knowledge sharing

Birmingham, United Kingdom

• Manager of 2 2\3rd Line technical teams o Network Operationso Infrastructure Operations• Holding appraisals and regular 1-2-1’s with team• Service Owner for the EMEA Regiono Holding CSI meetings to discuss future improvements.o Involved in MI & problem management processes.o Responsible for ticket backlog and managing team tasks. o Responsible for infrastructure of the EMEA region and the UK DC’s▪ Internet connectivity – Europe wide broadband providers▪ LAN\WAN connection\configuration▪ Reviewing existing infrastructure with Business stakeholders and how to make improvements▪ Reviewing existing infrastructure and what IT structure should be in place for Call Centres etc.• Responsible for recruitment into the team. • Working with M&A project team to ensure BAU readiness once projects are completed.

Solihull, West Midlands, United Kingdom

• Point of contact for all BAU customers for any enquiry from password reset to firewall issues to API enquires. • First point for escalations, including complaints and 2nd\3rd line issues\queries, both from internal issues and from Customers.• Being a point of contact for our high profiled customers. Managing defects, hosting weekly calls to go through progression and managing defect releases and testing of said defects. • Handling queries over contracts and contract changes including amendments to contracts• Basic SQL admin and basic SQL querying skills, • Supporting IIS based .net applications with applications being deployed using Octopus via Team City. • Supporting SQL Server 2016, Windows Server 2016, SSRS 2016. • Being a SME in certain areas of the application, which allows me to be a specialist in specific areas within the business, • Being a reliable, knowledgeable member of the team so that customers can rely on me to fix and investigate their issues and report back to them. • Holding training sessions with customers on areas of the software I know well and train internal staff to improve knowledge sharing.• Liaising with multiple teams within the business. Developers to investigate issues\bugs\change requests. Helping the professional services team with implementations and creating\maintaining client environments. Helping Sales team fill out tender docs and software demos. • Assisting the infrastructure team with the migration from our data centre to MS Azure hosting. Working on testing, client comms and migration schedules. • Using Zendesk ticket management software this allows us to track the customers defects\CR’s from creation through to release into production.

Leeds, United Kingdom

Birmingham, United Kingdom

At Metro Shipping, I was part of the service desk which is a small team of 3 supporting the staff at Metro Shipping with all of their IT problems, issues and queries. Users were using thin clients so RDP sessions onto the server. I was supporting server 2008 and 2012. We were using virtualised server and to manage these server I used VSphere version 5.5. While supporting approx 90 users with the sessions, I was also supporting Office 2010 and 2013, Bespoke Freighting software and in-house developed software. I would also assist with amending SQL reports as and when required depending on the specific reporting requirements. I worked on a project to deploy a meraki (MR34 AP's) solution to include corporate devices, guest users and company mobiles. For the corporate devices I setup 802.1x security, for the guest users, I setup a splash page and authentication using a username and password and for company mobiles, I setup a wpa2-psk with mdm authentication

While at Convergis, I started out as a junior engineer performing wireless site surveys using an autonomous Cisco 1142N AP. I performed site surveys in a variety of different environments including, Hospitals, Education facilities, Warehouses, Stadiums and open plan offices. During the surveys I would pick up knowledge on the different vendors and their portfolio of AP's, including Meru Networks, Cisco, Xirrus and Ruckus. While learning the different vendors AP's I was able to pick up what differentiates the different vendors technologies.Alongside the site surveys I also installed the AP's in their proposed locations. The installations would be in all of the aforementioned locations above. The installation performed have been for Cisco, Meru and Ruckus AP's. I have Installed Cisco 1142,1600, 2600, 2700 & 3700 APS. I have installed Meru AP320, 332 and 1020. Once the AP's had been installed the controller needed configuring. I have been involved with installing and configring a number of controller, Prodominantly Meru WLC's 1550, 3200 and 4200. After the wireless network has been deployed I was tasked to support the wireless networks, tasks would include upgrading firmware and making some changes to the network as and when required, also troubleshoot any issues that have arise with the wireless network, this could include, clients not able to obtain IP addresses, clients not able to get internet access.

Fort Dunlop, Birmingham

While at Link2ICT I was part of the service desk team where I was the first point of contact for Birmingham Council education sector, which was approximately 450 schools and approximately 5000 end users. The average day would consist of about 700-800 calls\emails between the team of 8 people. The incoming calls would range from anything from MS office queries to network issues, to server issues, password resets and anything in between. The software I was exposed to Win Server 2003 and 2008, MS office, 2003, 2007 and 2010, Cisco Switches and Assyst ITIL management software. While at Link2ICT, I was asked to help deploy a self service customer facing knowledge base to give the customer knowledge and information to resolve some of the issues themselves rather than waiting for a call back within the agreed SLA. The information on the knowledge base would be everything from password reset policies to software fixes, documented procedures, work-arounds and latest news and information. Along side the knowledge base a live chat feature was released as another communication channel. Another project I worked on while on the service desk was to assist with the implementation and support of a new email system, Zimbra. While this was rolled out within a short space of time a lot of calls were being taken to provide guidance and 'hand holding' to show school administrators what they needed to do to roll out and maintain the new email system.The reason for leaving was due to temporary contract not being renewed as redundancies were being announced.