Reading, England, United Kingdom
Self-motivated, organised, methodical, enthusiastic IT professional with over 25+ years experience with Cisco Systems, Riverbed, Next-Generation Palo Alto (firewalls), WAN/LAN/SAN technologies, and a wide range of Intel-based systems, mainframe infrastructures, software applications and LTO Tape Library Backup infrastructure solutions, with a wide range of other transferable skills. As a strong team worker with excellent communication and interpersonal skill, I can work alone confidently and analytically. I pride myself on great customer focus and exceeding customer expectations while remaining conscious of the company's needs. I'm curious, open-minded, and continually seek new challenges for personal and career development.
Provide onsite support for systems integration, configuration, and break-fix. Attend customer headquarters, remote sites, and associated Data Centres, predominately in London, the south of England, and the M4 corridor. Implementation and project delivery of integrated solutions, incorporating hardware, software, SAN, and NAS environments. Provide detailed technical specifications before project roll-out. Liaison with customers' technical infrastructure teams for efficient use of resources and effective time planning. Roll-out of Quantum's product portfolio, including tape archiving and disk-based storage for media companies including BBC, Channel 4, SKY, Amazon Web Services, and Government agencies. Assist the Advanced Solutions Product Support Team in creating detailed knowledge base articles from onsite problematic experiences for future first-time break-fix resolution and smoother transition. This enhances my knowledge of Quantum's range of backup, storage, and archiving solutions providing support to EMEA customers and helps reduce open service requests. Duties include: • BAU and OOH 24x7x365 reactive (SLA) onsite break-fix investigation and solution, ensuring SLAs met and minimal impact to customers. • Provide installation consultation (commissioning and decommissioning) and maintenance of hardware/software for Quantum products • Produce detailed Engineering Site Visit reports • System Firmware Upgrades either onsite or via WebEx. • Service Case Requests: opening, working, and updating. • Systems Log collection, interrogation, and analysis. • Collaborate with Senior Field Engineering Technical Teams • Liaison with internal teams to determine expectations and create customer solution requirements. • Deliver excellent customer service to internal and external customers throughout the installation, implementation, or upgrade of Quantum services. • Attained 'Work Recognition' for delivering exceptional services to satisfied internal and external customers.
Attended customer headquarters, remote sites, data centres, and major co-locations in London and the south of England M4 corridor to resolve IT-related technical faults. Included consultation, maintenance, and time and materials first time fixes adhering to SLAs. Due to business expansion and a new remote ICC office, I was instrumental in configuring a new workshop environment to ISO and ITIL standards. Duties included: • BAU & OOH 24x7x365 reactive (SLA) onsite support to customer site locations. • Provided Break-Fix Solutions, Investigation, Maintenance, Installation & Decommissioning of CPE kit, to an array of Intel-based systems & platforms including but not limited to Dell, HP, IBM/Lenovo & Sun Servers, along with a wide variety of Storage & Tape Libraries (LTO) with the likes of Dell, HP including 3PAR & EVA, EMC, NetApp, QNAP, Quantum, along with a wide range of printers & other legacy based CPE hardware equipment. • Produced detailed Engineering Site Visit Reports including images to collaborate SLA faults & support the resolution to avoid revisits upon each customer site visits. • Built excellent relationships with customers delivering exceptional internal & external customer service. • Responsibility for new remote satellite office including general building facilities & implementation of new workshop environment. • Liaised with Sales teams to understand & set customer solution requirements & expectations. • Worked in collaboration with the rest of the remote technical team & Helpdesk to ensure the smooth operation & resolution of technical issues. • Proven ability to work to stringent deadlines & co-ordinate multiple priorities & tasks simultaneously. • Proven track record of ‘Work Recognition’ form both internal & external satisfied customers 'In recognition of delivering exceptional & professional services’.
I took this time to care and spend much needed time bonding with my young family, following a 2 year period caring for my late father. Also carried out essential home repairs, refurbishment & home improvement projects.
Supported the Riverbed Manage (WAN) Service portfolio, which initially consisted of three customers and grew to around 50 customers over six years. Supported Next Generation Technologies, including Pala Alto (Firewalls) and vendor technologies, including Talari and SNMPc. In this Managed Service support role, gathered statistical performance data and prepared on-time monthly and quarterly reports published for Managed Service customers. The reports provided recommended product design, configuration, and OS upgrade recommendations for optimal performance of the technologies being supported. Duties included: • Provided 1st & 2nd line support via phone, email & web conference. • Worked in collaboration with the rest of the technical team to ensure the smooth operation of technical issues, whether pre or post-sales. • Liaised with vendors support teams to resolve customer issues. • Liaised with Sales & Pre-Sales teams to understand customer solution requirements. • Pre-configuration of customer systems. • Installation & configuration of customer systems/solutions. • Advised & undertook customer upgrades or configuration changes. • Provided on-site & web-based knowledge transfer, training or consultancy services. • Conducted on-site or web-based system audits & provide a written report to the customer. • Gathered statistical performance data, drafting & preparing monthly & quarterly reports to Manage Service customers. • Competency in Microsoft Office Suite skills, along with a wide variety of 'in-house' applications such as NetSuite, Maximizer & Zendesk. • Follow supporting process. • Presented with monthly employee awards in recognition of 'Embracing Core Values' known as 'Teneo DNA Award'.
TUPE'd to Vanco as NMC Engineer, monitoring and supporting customer networks. Quickly progressed to Field Engineer, visiting customer sites, then Senior Field Engineer and Acting Senior Field Engineer Team Leader for a team of four. Scheduled third-party and in-house engineers, provided support to senior management, and improved team processes and competencies. Requested return to Senior Field Engineer to keep myself up-to-date with the latest technologies and to maintain continuity with customers while continuing to provide training and support to the scheduling coordinator and senior management. Duties included: • Visited customer headquarters & remote sites in the UK throughout UK & Europe & North Africa, including data centres & major London Co-Locations (Telehouse' 'Interxion' & 'Telecity'). • Installed & commissioned/decommissioned CPE kit, which included a wide range of Cisco routers & switches, along with a variety of Cisco ASA & HP servers, Redback, Ipanema, Juniper/Netscreen & Bluecoat devices, patch cable construction, site auditing & documentation of equipment. • Supported Frame Relay, MPLS, ADSL, VPN, PSTN, ISDN, IPLC, HDLC, SDLC & 3G connections. • Project Work: Managed large project Co-Locations CPE audits. Multiple customer data centre, HQ & remote site audits detailed end to end processes. • Proven ability to work to stringent deadlines & co-ordinate multiple priorities/tasks simultaneously. Build excellent relationships with customers delivering exceptional internal & external customer service, good product/technical knowledge of services delivered by ISP/Telco carriers. • Provided training, mentoring & guidance to other team members over a period of a four years & two year’s experience in a Team Leader role. • Took a leading role in improvement initiatives within the team & structure as well as implementing new processes & procedures. • Supported the Field engineers, the booking co-ordinator & 3rd party suppliers.