Gary Wright

Supporting 7000 employees within offices and production sites in the UK, Netherlands, Italy, Poland, France, and Mauritius. Responsibilities included 1st and 2nd line support, Active Directory, Azure AD (Entra), Intune (MEM) & Exchange administration, Remote Access solutions, email & web filtering solutions using Mimecast and Proofpoint, Thin Client (VDI) environment, Windows 10/11 and Server 2008, 2012 & 2016, Microsoft Office 2010 & Office 365, support & connection tools e.g., Quick Assist, UMS, VNC, RDP, VMWare System Platform knowledge, Laptops, PCs, Mobile Devices, Software support, builds, upgrades & installations, Alcatel\Lucent IP Telephony and MS Teams Call Systems, SAP Application & Interface knowledge, printers troubleshooting & setup using ‘Find (Follow) Me’ Printing via Papercut, Incident Management policy adherence, management of facilities for starters and leavers, daily, weekly, and monthly key system checks, monitoring systems via PRTG, documentation maintenance, internet and basic network principles, ITIL foundation principles.

Provided Service Desk support to users of IT systems, acting as a single point of contact for the logging of incidents and requests via STORM DTA & SERVICE NOW. Achieved a high level of resolution at first point of contact to minimise disruption. Achieved above all KPIs expectations. Followed all agreed processes and procedures, responding to requests for assistance by providing information to enable callers to understand solutions to reported problems. Action IT requests in accordance with SLAs when requested to by the management team. Achieved high levels of accuracy in capturing call/incident details via the service management tool in accordance with team processes and procedures. Adhered to escalation procedures, promptly allocating unresolved calls as appropriate. Recognised and escalated call/incident trends to Team Leaders to enable prompt investigation by Service Incident Management (SIM). Proactively highlight gaps in processes, knowledge, and tools to Team Leaders. High levels of customer service in a consistent friendly, helpful, and efficient service. Maintained a high level of personal productivity to support individual/team performance objectives, and the achievement of Service Operations SLAs & OLA Targets. Promoted quality and consistency of service and taking appropriate actions to deliver performance levels in relation to all agreed goals/targets. Support and administration of Active Directory, SCCM, Intune and Azure AD (Entra), Troubleshooting MS Windows 10/11 and Office 365 issues. Using support & connection tools e.g., LogMeIn, Remote Config Manager and RDP. Communicating/updating users via Service Now, O365 & Page-One SMS (Oventus). The effective management of all user-based IT equipment. PULL Printing via Safe-Com (PUK Codes). Internet and basic network principles. ITIL foundation principles.

Supported over 18,000 end users across numerous and various business sectors. Originally contracted for 3 months to assist with applying security updates (sheep-dipping) after a major cyber-attack back in December 2020. This included configuring VPNs (Forti-client) and updating devices using MS SCCM & Intune (MEM) to full compliancy. Once this project was successfully completed, my contract was extended to assist in reducing the backlog of 1st and 2nd line calls within the various ASM queues. Provided outstanding customer service. Provided advice and assistance to customers, partners, and suppliers. The Primary Point of Contact for all incidents and requests via Amazon Connect call system, email & the Company Portal (Triage). Ensured detailed and accurate information was captured at the first point of contact within the ASM call system. Excellent Troubleshooting skills and diagnostics capabilities. Maintaining strong first-time fix rates. Ensuring incidents/requests are assigned to the correct technical groups. Prioritising and categorising incidents in line with existing company processes. Assisting in the handling and management of Major Incidents and outages. Identifying incident trends and identifying any potential high impact issues. An awareness of ITIL and common IT functions. Excellent organisational skills and an ability to multitask and prioritise. A basic understanding of PC hardware including printer setup & configuration. Used remote assistance tools e.g., RDP, MS Teams and LogMeIn. Managed Windows User accounts using Active Directory. Managed Office 365 User accounts using Microsoft Azure AD (ENTRA). Supported Windows 7/10/11 desktop environments. Provided support in a Citrix thin client environment (Citrix Receiver / Wyse). An understanding of basic networking principles (TCP/IP, DNS, WINS, DHCP). A good working knowledge of the Microsoft Office Suite (2016, 2019, O365). Supporting numerous Applications/Packages/Platforms e.g., SAP, Autodesk/AutoCAD, Bentley MicroStation & ProjectWise.

Incident Management - taking ownership of LIVE incidents. Escalation point (SME) for BAU, major Incidents, resolutions & root cause analysis. Problem Management - Raising/Managing/Investigating team known issues, reactive and proactive problem tickets. Also, providing root cause analysis & workarounds. Change Management - RFCs, Managing Fix Releases, Implementations & documentation. Ensure IT systems, data transfers, retention and storage meet data protection guidelines. Disaster Recovery (Contingency) contractual testing and support. Out Of Hours On-Call, supporting LIVE & DR sites across the UK. Working with other specialist teams i.e., PM, Architecture, Development, UAT, Deployment, Networking, Windows, Infrastructure, Storage, DBAs, IT Security, Technical Support, Client Relationship, Service Assurance, Service Desk, and IT Operations. Supporting users, environments & applications using: ITIL Process/Service Lifecycle. BMC Remedy Incident, Problem and Change Management. Microsoft Windows, Windows Server, Office, SQL Server and SSMS (T-SQL). BMC Control-M Automation (Scheduling) 8.0 & 9.0. File sharing and Data Transfers i.e., Connect Direct, MS Share-point & CyberArk. VMWare and Clustered Environments. EMC DiskXtender and Centera Storage Solutions. Using support & connection tools e.g., VMWare, DameWare and RDP. Internal/Third-party Bespoke Applications, SQL Databases & Web Solutions i.e. Unisys and Alogent Cheque Clearing Systems, Unisys and IPSL Payments Information & Image Solutions, DIA KAPPA Cheque Fraud Detection. DSS TRIPS Research, Adjustments & Case Management.

Supported 7,000 end users over 170 sites using MS, Novell, Unix, Citrix, MS SQL Server, bespoke and web-based applications. This involved the daily running of the IT Helpdesk i.e. managing & advising technical support staff. Also, the IT procurement for all sites within the Hospital NHS Trust/Primary Care Trusts. Dealing with Finance, Purchasing, Accounts and third-party suppliers. Ensuring software licences were registered & updated for auditing purposes. Working closely with the Project Management Team for developing and updating of IT/NHS systems to improve the quality of service. The testing of new hardware and software to ensure compatibility with our current infrastructure/systems. Ensuring that critical Microsoft patches and McAfee AV updates were applied/distributed. Responsible for the recruitment and development of IT Support staff. Providing end users with technical advice. Also, I deputised for the IT Operations Manager when required plus on-call rota providing 24/7 cover for all IT systems.

Mainly based within the Computer Centre, I worked as a Data Processing Officer (DPO). My main responsibility was operating TRACE machines to capture/sort cheques and benefit agency documents using specified sort patterns via MICR/OCR. Once this process was completed, the collated documents would be despatched to customers as requested. In 1998, I was transferred to the Image Processing Section (IPS). My role mainly involved operating Unisys (V-Series) DP1825 Reader and DP1000 Sorter machines to capture/sort documents into specified sort patterns. Whilst working within both TRACE and IPS, I gained knowledge of cheque clearing, processes and systems.