In my current role at Frontline Consultancy, I have been providing a primary incident solution, request fulfilment and reporting to the centralised division of the Service Desk. As a fully remote employee, I manage a wide range of escalated support queries across various technologies and operational resource monitoring. Additionally, I engage in project-based work, where my extensive IT experience and customer-focused approach is instrumental.Key responsibilities… Show more In my current role at Frontline Consultancy, I have been providing a primary incident solution, request fulfilment and reporting to the centralised division of the Service Desk. As a fully remote employee, I manage a wide range of escalated support queries across various technologies and operational resource monitoring. Additionally, I engage in project-based work, where my extensive IT experience and customer-focused approach is instrumental.Key responsibilities include:• Technical Support: I monitor and maintain the network and associated software, resolving server and network problems and managing changes, upgrades, improvements and integrations. I also manage service documentation, maintaining comprehensive records of issues relating to both software and hardware in the Frontline ITSM Knowledge Base.• Communication: Regularly liaise with partners, vendors, and other departments on behalf of the company, ensuring efficient server and network operations. I translate customer requirements into solutions, leveraging my excellent verbal and written communication skills.• Remote Problem-Solving: I resolve technical issues remotely, utilising customer knowledge, business processes, and knowledge base articles to meet customer requests.• Performance Monitoring: I closely monitor device uptime and report on this, recommending infrastructure upgrades for optimal performance to the management.In this role, I continue to demonstrate a keen ability to think critically about systems, offering suggestions where appropriate. I am also highly committed to service excellence, managing issues proactively and keeping customers updated at all times. Show less

Many regular duties, including configuration/provisioning of new, and upkeep of existing, VMs; 100+ VMs across 10 Hyper-V servers with a range of guest OSs, including Windows Server 2012-2019, Windows 10/11, Ubuntu Server.Software administration duties, including management and monitoring of VM replication, patching and updating OS and software, Dell server firmware updates, Microsoft SQL Server administration (configuration, backups, maintenance plans), Office 365… Show more Many regular duties, including configuration/provisioning of new, and upkeep of existing, VMs; 100+ VMs across 10 Hyper-V servers with a range of guest OSs, including Windows Server 2012-2019, Windows 10/11, Ubuntu Server.Software administration duties, including management and monitoring of VM replication, patching and updating OS and software, Dell server firmware updates, Microsoft SQL Server administration (configuration, backups, maintenance plans), Office 365 administration (user/group management for new and existing users, Exchange 365, SharePoint 365, etc.), Jira Server administration (user/licence management, ticket management, assignment to team members, priority management) and backup management (daily/monthly checks and audits, using Altaro Backup).Hardware management duties, including Major Incident investigations with root cause analysis, installation of new servers and networking equipment at data centres and preventative and reactive maintenance of data centre hardware including replacing faulty disks, RAM, battery backup units, RAID controller cards and motherboards.Asset management duties, including purchasing laptops, monitors, and consumables, purchasing and configuring new hardware servers from out-of-the-box through to production ready, maintaining an approved software list and conducting software risk analyses, liaising and maintaining relationships with third-party hardware and software vendors and configuring local hardware for new and existing staff members.Managing multiple infrastructure projects for new and existing clients, creation of technical documentation and step-by-step guides for end users, managing office and secure area ACLs, managing S/M/Ls, and performing new starter inductions, reviewing CCTV footage from secure areas, and collaborating with international teams to achieve security accreditations for the company (PCI DSS, ISO27001, NCSC Cyber Essentials Plus). Show less

Managed multiple virtual environments utilised by a System Test team for automated and manual testing of sprint-based development software, delivered via both continual delivery platforms and manual implementation.Led the deployment of in-development software from prototype to live stages in both internal test and customers test and live systems and performed emergency root cause analysis in the case of critical system errors.Setup, configured and maintained a Linux based… Show more Managed multiple virtual environments utilised by a System Test team for automated and manual testing of sprint-based development software, delivered via both continual delivery platforms and manual implementation.Led the deployment of in-development software from prototype to live stages in both internal test and customers test and live systems and performed emergency root cause analysis in the case of critical system errors.Setup, configured and maintained a Linux based, Enterprise level, open-source monitoring application used for early warning of software and hardware issues to ensure server uptime, alongside multiple Windows Server (2008-2016) VM’s and the creation and management of domain services and local SSL certificates via AD CS and AD FS.Created approved support documentation and training materials for both customer use and internal support teams, as well as provided ongoing support for both internal and customer environments via remote and on-site maintenance. Show less

Main duties were to provide 2nd and 3rd line telephone support to customers and resellers with adherence to SLAs, advise customers on the technical aspects of the product, the environment it is installed into and best practice methods for installation, advise on maintenance and backup/restore processes, managing Professional Services projects from the pilot stage to live implementation, identifying root causes of reported problems, keeping abreast of product changes and technologies used in… Show more Main duties were to provide 2nd and 3rd line telephone support to customers and resellers with adherence to SLAs, advise customers on the technical aspects of the product, the environment it is installed into and best practice methods for installation, advise on maintenance and backup/restore processes, managing Professional Services projects from the pilot stage to live implementation, identifying root causes of reported problems, keeping abreast of product changes and technologies used in supporting products, recreation and logging of product faults, proactively suggesting improvements to internal processes and procedures and creating and updating technical documentation. Show less

Accurately created both internal and external architectural visualisations from architectural plans and CAD drawings including texturing and lighting using Photoshop, Mental Ray and V-Ray. Created optimised models utilising texture baking procedures for use in a real-time rendering package, compositing animated walkthroughs with post-production and audio software.

1 Year University Work Placement: Created 3D visualisations for marketing purposes including creating an animated walkthrough of C4L’s Data Centre facility, created 3D representations of trade show stands to aid in planning for upcoming trade shows and created isometric images of an intended expansion to C4L’s premises