Provide second-level support to identify and solve technical issues escalated by the Help Desk to meet Gartner standards and SLAs for all Gartner Associates, as well as support for complex technical issues. Provide technical expertise on projects, site visits and Gartner Events support. In addition, provided systems, telecoms and real estate operations support for all office locations or regions.Key Responsibilities1) Escalated (level 2) technical support: Provides advanced technical hardware troubleshooting and diagnosis, software troubleshooting/installation, and information gathering to provide business solutions to keep Gartner Associates and infrastructure operational 24x7.2) Remote office visits. provides onsite support in remote office locations including resolving technical issues and building rapport with associates.3)Asset Management: Accurately manages all asset life cycles to allow for the most efficient deployment of assets throughout the company.4) Active Management of Service Request, Incident, and Activities: Responsible for ensuring all associate interactions are accurately documented, assigned, and communicated in order to determine and resolve issues, escalate if necessary, and provide solutions for future problem resolution and process improvements. Act as an escalation point to Technical Support Specialists locally/regionally/globally5) Participate in the development, implementation, and improvement of support policies, processes and best practices6) Provides mentoring to Technical Support Specialists and Helpdesk on all aspects of support

Senior System Engineer

Senior Engineer responsible for the support, design and implementation of diverse clients’ IT environments. I provide onsite and remote support to customers ranging from Tier 1 (user problems) to Tier 3 (critical to business).Within my responsibilities are client development helping to identify current and future technology requirements and recommending appropriate solutions to ensure a solid and efficient network environment. Key Responsibilities1)Maintaining organization effectiveness and efficiency by defining, delivering and supporting strategic plans.2)Supporting and developing client relations.3)Strong focus on business development and sales.4)Project management, both national and international.5)Mentor, train and support junior IT members.6)Develop computer user policies, disaster recovery and back-up proceduresAchievements/Projects1)Managed the merging four independent companies’ infrastructure into one new company. Migrated all emails to Office365 and moved domain and DNS to AWS. 2)Improved a local resorts internet access by upgrading the LAN and wireless to a full Ruckus and Fortinet solution for a local resort. 3)Accomplished to install new network environment to a local client’s international office. This involved liaising with international vendors and support companies. 4)Reviewed and optimised clients’ disaster recovery solutions, installing new backup software where required.

● Working in a multiple server, network, workstation and hosted platform environments supporting all aspects of Microsoft Windows, VMware, Citrix and Apple. ● Using and configuring Active Directory, IIS, SQL, DNS and DHCP● Maintenance, configuration and support of Microsoft Exchange; 2003, 2007, 2010 and 2013.● Maintenance of virtual platforms; VMware ESX & ESXi, XenServer and Hyper V● Configuring and Maintaining SAN environments● Project management● Design, planning and maintenance networks● Aiding customers with their networks, both wired and wireless● Advising on and dealing with backup, anti-virus and anti-spam software● Client support, either on site visits or from the office with remote access tools, across any application or hardware ● Construction and upgrading PC’s and servers to client’s specifications

● Working in a multiple server and workstation environment supporting all aspects of Microsoft Windows Server 2000, Server 2003, Server 2008, Citrix Presentation Server, Windows 2000, XP and Vista● Using and configuring Active Directory, IIS, SQL, DNS and DHCP● Maintenance, configuration and support of Microsoft Exchange; 2003, 2007 and 2010● Maintenance of virtual platforms; VMware ESX & ESXi, XenServer and Hyper V● Maintenance and configuration of firewalls; Netgear, Draytek, Juniper and Sonicwall● Logging of support calls and maintaining accurate records● Managing Linux web hosting systems including DNS servers● Aiding customers with their networks, both wired and wireless● Advising on and dealing with backup, anti-virus and anti-spam software● Client support, either on site visits or from the office with remote access tools, across any application or hardware ● Construction and upgrading PC’s and servers to client’s specifications.

● Responsible for maintaining the Company’s local and remote networks● Maintaining Windows based servers and workstations● Experience with Linux (Ubuntu) and Mac environments● Maintaining the Company’s firewalls including NAT policies● Design, Planning and Implementing of hosted solutions with consultation for third party supplier. ● Seconded in August 2008 to associate company to project manage IT systems review and upgrade from firewalls and security to building servers and installing software● User and clients’ support● Dealing with the Company’s internal Information Security and Disaster Recovery Policy● Liaising with other technical team members and developers on hardware and software solutions.● Managing the Panasonic telephone system.● Maintaining and support IIS and Apache web servers● Installation and support of Subversion open source open source version control system

● Telephone support including overseas clients via Skype.● Specialist access and security systems testing.● Improved and updated the internal IT infrastructure. Including upgrading the server from Windows 2000 with POP3 email clients, to Windows 2003 Small Business Server with Exchange.

● Running the branch in compliance with company and licensing regulations.● Maintaining a high level of customer care and store standards.● Supervising and training staff.● Electronic Stock control. ● Health and safety recording including writing risk assessments.