Thomas Anthony Email and Phone Number

After being TUPE from Capita and being reviewed for 2 months I was offered a position which combined my old role of Lead Infrastructure Analyst and Operations Manager. The spilt is 70% technical and 30% managementThe below daily activities are in addition to the previous role.Lead Technical Lead for the team offshore, I will be escalated too if they’re priority 0 or 1 related issues.Technical Escalation for Exchange / AD / Backup / SharePoint / CITRIX / SharePoint / BAU and some Project related queries. Attend regular meetings with the customer to give an overview of Wintel / Citrix TowerRaise / Track / Manage items on Risk RegisterHost Portfolio calls progressing long pending issues and service improvements to the customer (Via Skype call)Work on projects from designing Detailed Level Designs to assisting newer engineers with deployments.Manage Inventory and Team rota.

TUPE from Capita through to TCS, I continued to perform my current role whilst giving knowledge transfer to the customer.

In this role I manage a team of engineers who provide 24*7*365 Infrastructure Support services, spanning multiple technologies to a global telecommunications supplier.➢ Lead Engineer of a team of 10 engineers➢ System monitoring and reporting with over 2.2 million alerts estate wide per annum➢ Major incident management and review➢ Contribute to Change advisory board ➢ Planning for and management of change within defined governance processes➢ Disaster Recovery / Strategic planning➢ Regular service reporting on incidents, changes and infrastructure environment➢ Assisting in Supervise recruitment, training, retention and organisation of all staff in accordance with the company hiring process➢ Develop, implement, and maintain policies, procedures, and associated training plans for infrastructure administration. ➢ Manage performance and appraisal of staff members➢ Manage escalations and prioritisation of work to maximise performance and maintain services➢ Daily reporting with client to update on Infrastructure and provide advance notice of any breaking issues➢ Identified, informed client of, and remedied multiple Priority 1 issues before they occurred➢ Achieved and maintained in excess of 99.5% availability of service across server estate➢ Technical Escalation point for operations team➢ Review and manage Implementation Plans submitted for Change Advisory review➢ Provide Training and Knowledge Base documentation for the operations team

➢ Outsourced operations support provided for O2 UK (Telefónica Ltd.) enterprise infrastructure➢ Monitoring and administration of 1200 Windows Servers and 25 NetApp filers with MOM and SCOM➢ Managing and deploying backup solutions to physical and virtual servers➢ Assisting business in migration of UK Exchange 2007 platform to 2010 Global platform➢ Dealing with NetApp issues that arise, and creation of Aggregates, Volumes, LUNs, and CIFs➢ Publishing new applications and URLs in Citrix and monitoring with Edge Sight. ➢ Support of Citrix XenApp and XenDesktop VDIs➢ Designing and implementing changes following change management procedures➢ Investigate and resolve incidents working with the customer and vendors where necessary➢ Last project was the migration Trend Micro Antivirus to McAfee including configuring a new ePO server.➢ Identify improvements and preventative maintenance interventions to present potential service improvement options to customer and implement where approved➢ Called upon to perform technical questioning in interviews for new colleagues

Server Support for leading mobile telecommunication company's WINTEL server and networking infrastructure (1000 Windows servers) in line with the services provided and the SLA. Duties undertaken were:


➢ Monitored management tools for alert conditions, diagnose an remediate errors➢ Investigated and resolved incidents / problems, working with the customer and vendors where necessary


➢ Maintained Anti-virus systems


➢ Planned and undertook changes to software/hardware as agreed with the customer and ensured that each element performs to specification


➢ Member of patching team responsible for maintaining patch level of servers


➢ Prepared and produced systems documentation in accordance with company policies and procedures


➢ Identified improvements and preventative maintenance interventions to present potential service improvement options to customer and implement where approved


➢ Maintained good working relationships with customer representatives, for example Incident Management, and Change Management

Additional Team Leader responsibilities, including (but not limited to):➢ Assigned and priorities cases that are nearing SLA to ensure targets were met

➢ Assign daily roles and tasks for each team member ensuring that they were completed successfully

➢ Edit and distribute the daily reports to the customer ensuring quality and consistency was maintained

➢ Focal point for escalations both into the team and from the team to second level support

➢ Provided 2nd line support to approximately 2000+ end-users across the United Kingdom

➢ Users and groups administrations within Active Directory

➢ Administered the hierarchy folder structure on file servers in combination with security groups

➢ Resolved and investigated customers hard/software issues/requests by telephone, e-mail and/or remote connection tools

➢ Gathering relevant information regarding issues and passing on to relevant teams

➢ Ensured service level agreement (SLA) targets are met

➢ Provided in-depth technical support and software advice to pan-European customers and business clients, 24 hours a day 365 days a year➢ Software-based support provided on a time-limited premium rate line➢ Target-based role, promotion and career progression dependent on improving customer satisfaction and quality of support provided➢ Tasked with resolving difficult technical queries in a prompt and polite manner in order to attain a fix without a visit from an engineer➢ Helped drive up team first time fix and reduce unnecessary and ineffective engineer visits by providing one to one coaching in order to maximize individual’s strengths and identify areas where improvement could be made➢ Made effective use of downtime to make outbound calls to customers to ensure their satisfaction with service provided

➢ Provided network support for various contracts including internal support➢ Supported Novell, Thin Client, Citrix, NT4.0 and 2000 systems

➢ Managed backups and restores

➢ Building servers and passing them through Operational Acceptance (O/S and Application Level)

➢ Installed new hardware at customer sites (Dell & HP)