Stuart Cooper Email & Phone Number

Currently working within a Server Operations role, aiming to deploy a new, scalable and resilient VMWare infrastructure.Previously seconded into a NetOps role to provide operational support and development capabilities.Assisted the build, deploy and automated updates for network monitoring platform Observium, while integrating RANCID to provide device configuration availability within the platform and via Git. Additionally provided the ability to scale horizontally across a worldwide infrastructure as well as developing additional MIB integrations for non-standard platform monitoring.Installed and deployed configuration for TACACS+ worldwide to manage AAA across the infrastructure, incorporating HPE, Juniper, Checkpoint, Cisco and Cisco ACI platforms.Also involved with day to day tickets, standardisation, configuration management as well as creating a wealth of documentation about systems and processes for managing them.

Cambridge, United Kingdom

Working on platform solutions for virtualisation utilising OpenStack and AWS to enable rapid deployment and proto-typing.Completed a continuous integration solutions with Jenkins, Phabricator, Git and Jira hosted on top of a KVM virtualised Linux platform (CentOS based) tied into iSCSI to provide an automation and application configuration management solution with a fast recovery (as opposed to HA) strategy.As an application support engineer prior to promotion : Supporting a bespoke Java based product hosted primarily on CentOS Linux, with some windows hosted solutions including several database products. Improving bash based code, learning and reviewing peer Perl code for distribution within the platform.

Cambridge, United Kingdom

Promoted into the position of Service Desk Lead for Cambridge I then took on the position of Interim Service Desk Manager for EMEA with a team of 6 reporting directly to me and a wider team of 16. Took on the role of being a point of contact for all Service Operations and business units into the Service Desk as well as a reference for project teams including the adoption of ITIL and working towards best practice.Maintained my position of Service Desk lead acting as a technical point of contact for EMEA and globally, helping to improve communication and interaction between the regions. Concerted improvements involved guiding and helping to create a base training plan before enabling team members to continue to develop and improve. Additional work was undertaken to enable team members at each level to operate without shackles to deliver well above expectations.As a manager I have also had to engage directly with a sensitive situation regarding dismissal for sexual harassment. I have built and developed a Service Desk team in Cambridge through hiring (the whole team has been brought into ARM by myself) to the point where we have a highly capable and effective unit that can operate independently.

Cambridge, United Kingdom

Promoted internally to take on a vacant position as a Service Desk Manager with all the roles and responsibilities included with the elevation. Still continue with day to day work and my previous insight into the way that ARM is building an ITIL environment and my involvement in ITIL Service Ops groups is serving me well in shaping the new Service Desk team in Cambridge.

Cambridge, United Kingdom

1st and 2nd line duties covering a wide range of disciplines including Linux troubleshooting (Ubuntu & Centos), Windows 7/RT, MacOS X as well as being involved in steering and communications groups around ITIL and Service Management. Other technologies include ShoreTel Director, FIM, LDAP management through Apache Studio as well as a number of bespoke applications and systems.

Milton Keynes, United Kingdom

Transitioned from Countrywide to continue to fulfil my role as a Senior Technical Analyst in charge of a 3 person team responsible for resolving a range of issues across the business including bespoke and legacy applications. Responsible as a direct responder to directorate level queries as well as an escalation point for all parties. Often used as a single point of contact for knowledge based queries for project work and to disseminate information amongst relevant teams as a result of having to become expert on subject matter in a short space of time.Working within an ITIL framework as a technical resource for both end users and other teams, to respond effectively and efficiently to incidents and change requests as well as raise problem reports.

Milton Keynes, United Kingdom

Senior Technical Support for all business strands. Focus and escalation point for incidents and issues as well as a resource for the support teams.Spending time primarily between projects, support and giving advice to business users and relationship managers to align solutions with requirements and ongoing IT strategy.

Key support roles for Cisco Call Manager/Unity/UCCX, Cisco IronPort, bespoke Crimson Tide handheld solution and IceSPY temperature monitoring, including re-architecting the IceSPY solution on site to remove errors and keep operation within defined targets. After initial training, heavily involved with creating business analysis and design documents for the call centre including mapping and redesigning call flows. Primary contact for installation support and post installation troubleshooting of 3rd party implementations, as well as redesigning and applying controlled change to the live environment to suit changing business requirements.Primary point of contact for all desktop support. Installed and configured OTRS helpdesk system to help with problem tracking and aid visibility for users. Worked tirelessly to bring documentation up to required standards and improve accuracy.

Far East

Taken voluntary redundancy from Aston Martin I have pursued a dream of taking time to do some worldwide travelling.I improved my communication skills by learning to use a mixture of verbal and non-verbal action to overcome language barriers, while negotiating with vendors throughout China, Cambodia, Vietnam, Laos and Thailand. I gained a much better appreciation of other cultures and customs and a new level of understanding of the places I visited as well as the events that shape those nations. I learned to be more self-reliant and self-confident in unfamiliar situations, particularly when I am on my own.

Responsible for maintaining and improving a SLES 9 HA Environment (DRBD) that controls production. Also involved with data storage strategy and disaster recovery planning.Currently running both the backup service using Netbackup 6.5.1 and the av solution on Symantec Endpoint 11.

Sole member of staff for support and consultancy across up to 1,000 users over 15 sites, including the Hyundai World Rally Team. Involved research, design, implementation and support of infrastructure, software, hardware and communications. Supported primarily Windows Server environments, a Linux/Perl/Apache platform as well as various VPN, antivirus and backup systems.