Russell Wilson

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I'm an IT professional with over 10 year's of hands on experience, I have a real dedication to the IT industry and have had a wide variety of roles throughout my professional career. I started back in 2002 as a first line engineer and have worked my way up to management level but still have a very hand's on approach. I am currently responsible for managing IT teams, projects and global infrastructures both internally and in a managed services role.

I am extremely hard-working and have a thirst for knowledge, always looking to keep up-to-date with the latest software and technology. I am very quick to learn new skills and adapt easily to any working environment, and respond well in high stress situations and to deadlines, always giving everything I have to get the job completed. I enjoy new challenges and rising to them, always seeking to do things better. I have had experience of working in teams, both as a team leader, manager and as a contributor. I have excellent interpersonal and troubleshooting skills, with a varied knowledge of the IT industry, both from personal and professional experience.

Education

AWS Cloud Practitioner Essentials (Second Edition)
Introduction to SUSE Linux Enterprise Server (SLES)
SAP Certified Application Associate - SAP BusinessObjects Business Intelligence Platform 4.2
Certified Associate Consultant for IFS Applications 10
Microsoft 365 Certified Fundamentals (MS-900)
Hurricane Electric - IPv6 Certification (Sage)
SAP S/4HANA Cloud - Customer Engagement Executive
European Computer Driving Licence (ECDL)
Microsoft Certified Desktop Support Technician (MCDST)
ITIL Foundation v3
SAP Business Objects Edge BI - Solution Consultant
Deploying Microsoft Office 2013 with App-V
Microsoft Security Fundamentals
Microsoft Windows Server 2012 R2 Virtualization (Hyper-V)
Administering Microsoft Office 365 for Small Business
Microsoft Networking Fundamentals
Microsoft Database Fundamentals
Microsoft Lync Network Assessment Methodologies
Licensing Microsoft Windows Server 2012 R2
NCFE Level 2 Certificate in IT User Skills

Key Skills

Technical Support
Customer Service
IT & People Management
Problem Solving
Network Administration
Technical Architecture & Design
System Administration
Disaster Recovery & Business Continuity Planning
Virtualisation
Troubleshooting
Managed Services

Key Knowledge

Operating Systems

  • Microsoft Windows (Server & Desktop)
  • Linux (RHEL, SUSE, CentOS, Ubuntu, FreeBSD)
  • Mac OS

Virtualisation

  • VMWare
  • Hyper-V

Networking

  • Cisco
  • Checkpoint
  • PfSense
  • Sonicwall
  • Juniper
  • Fortinet

Telephony

  • Digium
  • Mitel
  • Avaya
  • Skype for Business & Microsoft Teams

Applications

  • SAP
    • Business Objects
    • ERP
    • Fiori
  • IFS - Applications 10
  • WebServers
    • NGINX
    • Apache
    • IIS
  • Exchange
  • Skype for Business & Microsoft Teams
  • SharePoint Server
  • Core Microsoft Services
    • DNS
    • DHCP
    • WSUS
    • Active Directory
    • ADFS & DirSync
  • Database Administration
    • Microsoft SQL
    • Oracle
    • SAP HANA
    • MySQL

Cloud

  • Google
    • Cloud Compute
    • G-Suite
  • Microsoft
    • Azure
    • Office 365
  • Amazon Web Services (AWS)

Remote Access Solutions

  • Pulse Secure VPN
  • Cisco VPN
  • Microsoft Direct Access
  • Microsoft RRAS
  • Microsoft RDS
  • Citrix

Data Backup & Business Continuity

  • Symantec BackupExec (Veritas)
  • Veeam
  • Asigra
  • Zerto
  • Boomerang
  • CloudEndure

Enterprise Storage Systems

  • Brocade Switches
  • Dell Compellent Storage Solutions
  • EMC Storage Solutions
  • NetApp Storage Solutions

Career History

G3G IT Operations Manager, 2010 - Present

  • Responsible for the running and maintaining of business critical network and computer systems.
  • Supporting and maintaining a Cisco, Mitel and HP network infrastructure.
  • Supporting and maintaining internal phone systems.
  • Responsible for all IT related purchasing and setup / installation of all new equipment.
  • Planning and executing a physical office move including all network, desktop and server infrastructure.
  • Responsible for the running and maintaining of an offsite server infrastructure located in multiple datacentre’s.
  • Providing all aspects of end user support including internal and external clients.
  • Responsible for the setup and maintaining a large number of L2L IPSEC VPN Tunnels.
  • Supporting and installing multiple versions of SAP Business Objects & SAP NetWeaver / ECC systems running on multiple types of server infrastructure (Unix & Oracle, Windows & MS SQL)
  • Monitoring and supporting all internal applications, hardware including network devices.
  • Managing Cisco network infrastructure including ASA firewalls, wireless access points and switches.
  • Supporting mobile and office based users from all parts of the business (UK, USA and SA).
  • Proactive support and continual improvement of both desktop and server infrastructure.
  • Running and maintaining of backup solutions including DR planning.
  • Supporting all aspects of the business including financial planning and business strategy.
  • Designed and implemented a fully managed hosting platform in three territories (UK, USA and SA)

VT Group IS Support Specialist (SC Cleared), 2008 - 2010

  • Providing second line and desktop support (Both software and hardware) for the Ministry of Defence.
  • Providing support for over 4000 users.
  • Dealing with incidents escalated by first line support.
  • Completing RFC’s logged by first line support.
  • Troubleshooting user’s problems and escalating to third line if required.
  • Using and maintaining Microsoft NT4 and Active Directory domains.
  • Using and maintaining Microsoft Exchange Server 5.5 and 2003.
  • Using and maintaining Terminal / Print / File / WSUS / McAfee EPO / SQL Database and Application servers running multiple operating systems.
  • Performing regular audits of servers and workstations to conform to MoD standards.
  • Performing regular maintenance of servers to keep them in a fully functional state.
  • Diagnosis and repair of software and hardware faults on desktops, laptops, servers and printers.
  • Using and maintaining HP LaserJet printers including performing repairs.
  • Supporting fibre optic and copper LAN’s using 3com, Cisco and Extreme network equipment.
  • Supporting WAN network’s using Cisco and Juniper router equipment.
  • Performing regular security checks and dealing with any vulnerability’s that were discovered.
  • Controlling encrypted data on a day to day basis and ensuring this stays secure.
  • Following strict government guidelines.
  • Providing an excellent customer service and dealing with customers on a day to day basis.

Computacenter (Contractor) Senior Engineer, 2007 - 2008

  • Project work for a leading UK Bank, responsible for the backup of data such as, E-Mails, Personal Documents and Confidential Information for Migration onto a new workstation and domain.
  • Responsible for the re-deployment of desktops and laptops onto a new domain and the migration of user’s personal data / applications.
  • Responsible for replacing out of date equipment with new hardware and adding them to a new domain.
  • Migration of users accounts from an NT4 domain to an active directory domain, including the migration of e-mails from Exchange 5.5 to Exchange 2003 and the Migration of user’s profiles / updating of permissions on file servers.
  • Creating instructional documentation for engineers to follow.
  • Quality control checks of work carried out when in a Team Leader role.
  • Ensuring all work is carried out quickly and efficiently with accurate logging of time and problems that occurred during the migration process.
  • Floor walking roles during the normal working day to ensure all problems that arise after the migration process were quickly and efficiently logged and resolved minimise disruption to the users.
  • Data collection for future planned migrations at sites throughout the United Kingdom.
  • Carrying out senior lead engineering roles, in charge of managing engineers while on-site and being a point of escalation.
  • Troubleshooting and fixing any problems that arise during the migrations.

WDS Global Technical Support Agent & Technical Author, 2006 - 2007

  • Responsible for the receiving of Tesco Mobile 1st, 2nd and 3rd line support calls.
  • The calls varied from very simple non-technical calls to more complex calls diagnosing faults in mobile phones.
  • Dealing with calls escalated from 1st line support and resolving the user’s problem.
  • Provisioning the user for 3G internet and guiding them through setting up the user’s handsets.
  • Using a web based OTA (Over the air) tool to send MMS/WAP/3G settings to customer’s handsets on request.
  • Ensuring all calls taken were accurately logged and taken in a professional and friendly manner, providing excellent customer service.
  • Responsible for the creation of Over the Web(OTW) guides for mobile devices, specifically the setting up of GPRS/3G mobile Internet connections (using mobile phones as a modem) over various connection methods, these guides were used by customers on UK mobile networks webpage’s they were also used by technical support agents at Orange UK and T-Mobile UK.
  • Responsible for the creation of guides explaining how to connect a Bluetooth headset to a mobile device.
  • Co-organising the set-up of a new department internally including planning, implementation and day-to-day running.
  • Checking guides written by other authors for grammatical and spelling errors and uploading these to external customer’s webpage’s.
  • Managing the testing and implementation of a web based software tool designed by a third party; this included co-ordinating testing with different people and equipment, gathering results and creating reports and liaising with the supplier to ensure all bugs and problems were fixed.
  • Creating Apple Mac Modem Scripts for use with mobile handsets.

Multiplay Insomnia Technical Support, 2002 - 2010

  • Responsible for providing end user technical support and diagnosing issues connecting to network BYOD machines.
  • Managing a team of engineers and escalating problems as required.
  • Setting up and decommissioning of large scale temporary power and network infrastructure.

Self Employed Desktop Support & OEM System Builder, 2002 - 2006

  • Building OEM computer systems for family, friends and local business’s.
  • Providing on-site support and installation.
  • Providing on site wired and wireless network installations and providing support.
  • Troubleshooting user’s problems over the telephone and using remote administration tools to resolve these.

General Information
Driving License: Full UK Manual - Clean
Location: United Kingdom
Security Clearance: DBS Basic, UK MoD DV, SC & CTC (Expired)