Stephen Masterson Email & Phone Number

Manchester, United Kingdom

Manchester, United Kingdom

Exchange / Exchange Online SME

United Kingdom

Designing and implementing highly available on premise Exchange, hybrid Exchange Online and Office 365 solutions for a wide array of public and private sector customers, including leading workshops, gathering requirements, highlighting risks, producing documents to a formal methodology and handing over into customer or risual support, often working as part of a multi disciplined team on larger projects.Performing pre-sales technical analysis while attending opportunity and strategic meetings, identifying and reporting sales opportunities when interacting with existing customers.Acting as a Subject Matter Expert for Exchange, Exchange Online, Office 365 and PowerShell, keeping up-to-date with the latest technologies and frameworks as they become available.Constantly improving the formal documentation methodologies to include changes to technologies and how designs are approached.Providing technical support and problem resolution for customer issues as and when required.

Designing and implementing highly available Exchange solutions ranging from 1 000 to 1 000 000 mailboxes and single site to multinational deployments, including customer liaison to determine bespoke requirements and continuing through the design, implementation and migration aspects, covering integration into the customer’s Active Directory and Exchange environments. Working closely with the support teams to provide the smoothest handover into Business As Usual as possible, while providing expert knowledge on an on-going basis.AccomplishmentsDesigned a mailbox platform for a UK Government IL2.5 (IL3 with Internet Access) multitenancy solution that scales from 1 to 100 000 mailboxes in a dual site, highly resilient configuration. Utilised the knowledge gained from this as a basis of a further system that scaled up to 1 000 000 mailboxes.Designed a 50 000 mailbox platform for a development environment with the concept of keeping costs to an absolute minimum, while still retaining sufficient redundancy that the solution could be supportable.Designed a solution for a multinational corporation to provide 100 000 mailboxes in over 45 countries, utilising Exchange 2013 in an active / active deployment in 10 data centres across 5 countries.Delivered an 18 000 user solution ahead of schedule, immediately followed by a 100% successful migration program for all current users and associated Blackberry devices. Customer feedback was extremely positive.Integrated Kemp LoadMaster devices into the product design to future proof against Threat Management Gateway being removed from market by Microsoft. This has the added benefit of removing the requirement for Windows Network Load Balancing within Exchange 2010 and 2013 solutions, allowing for all roles to be installed on the same server.Driven the design of the Vodafone Managed Exchange 2013 service, including sizing, concepts and customer engagement infrastructure.

Supporting a number of Managed Exchange 2003, 2007 and 2010 customers as primary technical contact within Cable & Wireless including technical liaison, customer advocate, planning and implementation of complex changes under ITIL change management, customer reporting, break-fix functions (both short and long term) in addition to interaction with third parties for both fault resolution and service growth and development while maintaining over 99.99% uptime on all platforms. Strives at all times to put the customer first and provide them with the best possible experience of support within Cable & Wireless.Second Line Microsoft Engineer

Provided advanced troubleshooting and fault resolution for complex solutions, in depth analysis of long and short term issues, technical customer contact and assistance to ensure incident resolution time supersedes service level agreements. Administered backups of over a 1000 customer servers including capacity planning and management. Planned, implemented, post analysed and resolved change requests under ITIL change management. Liaised with third party suppliers to organise engineers to visit site if necessary.

Served as customer contact while providing troubleshooting and diagnosis, analysis and problem resolution. Supported development and implementation of quality improvement functions. Managed multidisciplinary team of shift engineers.

Provided hardware, operating system, application, network and end user support at this large technology college.

Bs With Honours, Computer Science

Education record

Education record