Experience

> Leading both Senior Level 2 and Level 3 teams, creating the Senior L3 escalations team, and assisting with the creation and managing the proactive team.
> Dealing with frustrated customers, senior customers (CEOs, Managing Directors), and resolving their issues.
> Problem management, Major service outage reports and leading root cause analysis with senior level 3 engineers.
> Process and documentation creation for different areas of the service desk.
> Covering Service Desk Manager duties.
> Improving KPIs for the senior level 3 engineering team, lowering last contact dates, reducing the total calls in the team by 50%.
> Resolving complex issues such as security breaches for customers (ransomware and system breaches), and providing resolution and root cause analysis reports.
> Consult other team leads, engineers and account managers on technical solutions, or problems.
> Recruitment of senior engineers.
> Training other teams on Exchange, DNS and how email works (including delivery flow and security) including documentation.
> Disaster recovery, from hardware / software failure to ransomware attacks.

> Working under SLA conditions
> Supporting Windows 7/10/11, Windows Server 2008 - 2019, macOS, iOS, Android and Linux
> Using Quest KACE, PDQ and MDT to deploy packages to Windows 7 and 10
> Using PowerShell and Batch to develop automated scripts for deployments and troubleshooting
> Active Directory support and maintenance, including AAD Sync, Licensing groups and MFA.
> Migration from Exchange 2013 to 365 during ransomware incident
> Lead engineer for multiple projects including: Windows 7 to 10 uplift, 365 Suite deployment including testing, Apex One deployment and configuration, 1Password deployment, Egress Encryption to Exchange, Cisco Umbrella (Proxy and VPN)
> Advanced systems diagnostics using the Sysinternals suite, and training other engineers to use the toolkit.
> 1Password product owner
> Lead engineer for Apex One, and working with Secon Cyber
> Training other engineers (Apprentices, Service Desk and Second Line Support), plus secondary Team Leader.

> Working under SLA conditions
> Supporting Windows XP/7/10 and Windows Server 2003 - 2012R2
> Using Active Directory and SCCM for deployments
> troubleshooting bespoke software (WinCC, Measurlink, Seiki).
> Network diagnostics with other vendor partners (BT, ComputaCentre, DXE (HP Enterprises).
> Creating PowerShell scripts for automation.
> Advanced use of the Sysinternals toolkit for Windows diagnostics.
> Project based work (Security baseline rollouts, Wannacry Patching)
> Deployed WannaCry patch to 500 clients in 2 days.
> Building bespoke systems like furnance controllers without instructions

Hi, I'm Liam