Technical Support Hardware / Software

Upgrading, troubleshooting, and maintaining HPE, IBM, Dell and Netapp  Identifying, analysing, and repairing product failures, ordering and replacing faulty parts using the company in-house ticket system.  Updating the client’s call logging system when completing calls and communicating with the client when carrying out any break fix work.  Create, update and close calls on the company in house bespoke system.  Work on shift as part of a team in a 24/7 environment.  Install, configure managed firewall (Cisco, Palo Alto, Sonicwall), network monitoring and server monitoring both on- and off-site.  Monitored network performance and recorded network performance statistical reports for both real-time and historical measurements.  Advocated for end-users to perform testing and problem analysis for server, desktop and IT infrastructure work.

 Diagnosed and resolved IBM AiX, Windows, and AWS processing problems and applied solutions to increase company efficiency.
 Managed firewall, network monitoring and server monitoring both on- and off-site.
 Monitored network performance and saved network performance statistical reports for both real-time and historical measurements.
 Advocated for end-users to perform testing and problem analysis for server, desktop and IT infrastructure work.
 Established compatibility with third party software products by developing program for modification and integration.
 Aligned office departments and increased inter-department communication and data sharing.
 Recommended network security standards to management.
 Continued maintenance and development of bug fixes and patch sets for current web applications.
 Ensured network, system and data availability and integrity through preventative maintenance and upgrades.
 Coordinated with systems partners to finalise designs and confirm requirements.
 Trained junior members of IT team regarding network security and troubleshooting of data circuits.
 Proposed technical feasibility solutions for new functional designs and suggested options for performance improvement of technical objects.
 Enforced company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
 Installed, upgraded, configured and fault finding of VMware 5 / 6, Veeam Backup, Netapp Storage System, Cisco Router Switches, ATTO bridge, Brocade Switches, Cluster Data Ontap, Autosupport, SAN Environment, SAP, Snap Manager, Snap Drive, Advanced Disk Partitioning, All Flash FAS, Fibre Channel, Multi Country Metro Cluster
 Install, upgrade, configure and fault finding Windows 2000/2003/2008/2012/ 2016, MS Exchange, Lotus

Install, configure HP / IBM / Dell server in In-House data center
 Configure Cisco / HP switches
 Converted physical server to virtual server (VMware, Hyper-V, Red Hat)
 Liaising with customers and internal experts to ensure appropriate and timely action is taken, consistently driving towards solutions
 Prioritise and manage multiple open issues at one time in our helpdesk
 Pro-active identification and escalation of potential risks and issues
 Attending onsite where necessary, and participation in a regular cycle of client visits
 Continuous improvement of technical and interpersonal skills
 Deliver 3rd line / technical support and distributed networks, servers and applications as part of the IT Service Delivery Team, 24 x 7 x 365 service
 Support transition of business projects in to the BAU Service Delivery Team