Gareth McKenna

• Enabled smoother operations for staff by troubleshooting network issues promptly.
• Effectively balanced workload among team members during peak periods without compromising service levels.
• Initiated training sessions to keep team updated on latest networking technologies and trends.
• Assisted in recruitment process for new hires to join the Network Management Centre based on required criteria (External /Internal Interviews /Subjected skills testing).
• Created New Hire documentation / training program with video / QA features to evaluate progress learning new procedures / skillsets proficient to the key areas of technology used by the organization.
• Developed comprehensive documentation on network configuration, facilitating quicker issue resolution times.
• Conducted audits against network equipment to identify outlined risk's that could be impactful to the business / stakeholders.
• Implemented Quality Control audit's to evaluate quality performance of shifts, identify key areas for improvement based on the monthly results on Case Handling / Technical analysis.
• Develop upskilling program to enhance knowledge and capabilities based on Quality results.

• Prepared comprehensive documentation outlining network issues and resolutions for future reference and training purposes.
• Analyzed complex technical issues, providing effective solutions in a timely manner.
• Performed detailed risk assessments with meticulous attention to detail, ensuring robust network safety measures.
• Spearheaded multiple infrastructure upgrade projects resulting in improved network capabilities.
• Conducted thorough network diagnostics for swift issue resolution.
• Evaluated current and potential solutions, proposing enhancements to elevate standards of network services while delivering cost savings.
• Achieved high levels of customer satisfaction by effectively monitoring service levels and contract compliance.
• Maintained network configuration, mapping and service records for accurate documentation.
• Performed tests on newly installed hardware to provide components that interface correctly with each other and network.

• Supporting wide range of technologies Juniper / Cisco / Brocade / Accedian.
• Provide remote support / troubleshooting on GTT’s MPLS network AS3257
• Engage vendor’s and work efficiently resolve issues for GTT Clients and Internal
• Being proficient with IPV4 and IPV6 Routing within AS3257 – Legacy Networks
• Working with multitude of different protocols that support our network ISIS/BGP/LDP etc..
• Determining action plan’s to be applied with cooperation of vendors in order to apply a solution for our clients.
• Proactive & the ability to multitask within high pressured environment to ensure all key areas are covered.
• Experience with working with Dark Fiber and troubleshooting issues with Juniper & Cisco hardware.
• Supporting the turn up of services and ensuring the build & design of service is correctly accepted into service.
• Trend analysis of common fault’s that maybe chronic or cause high order issues within or for our clients

• Support Blackberry / Ipad Devices & Cisco UCCM Unity.
• Provide remote support for end users / Citrix Desktop environment troubleshooting.
• The deployment of desktop devices (PC’s, Laptops, tablets, printers, phones.)
• ITIL
• Incident management responsibilities taking ownership of the case until a resolution
• Trending Incident’s that may adhere to being production critical
• High level of communication skill / escalating Incidents appropriately.
• Working to resolve problems / incidents within the service level agreement time frame allocated.
• Providing a high level of customer service / satisfaction (KCI) for end user’s.

Providing I.T support in an industrial factory environment.

• The deployment of desktop devices (PC’s, Laptops, tablets, printers, etc.) to the organization to agreed levels of quality.
• Incident management responsibilities taking ownership of the case until a resolution can be found.  Working to resolve problems / incidents within the service level agreement time frame allocated.
• High level of competent communication skills as report writing is essential for any production critical incidents.
• Support of desktop devices, network equipment and cisco IP phones.
• Support of factory production systems.
• Creation and maintenance of support documents.
• Support of current and future projects with Caterpillar.
• Field support duties to support other offices/factories within the basis of Northern Ireland.
• On-call support if production critical events occur outside normal business hours.

Worked for 24/7 Event Management Team, the role entailed monitoring and managing multiple system's / platforms /networks in a managed services environment.

The following duties comprised of the following;

• Understanding & experience of working in a business environment which constitutes the use of the ITIL Framework.
• High level of communication & professionalism is demonstrated with consistency to our various clients.
• Liaising with clients & triaging faults with 3rd party vendors.
• Experience working with various windows environments / UNIX platforms.
• Diagnosing root causes to determine if a problem investigation is required (ITIL).
• Experience with troubleshooting Cisco Routers /Switches.
• Troubleshooting MPLS Networks / IP Transit / CCS DAL (Voice).
• Compiling daily trend/backup reports (report writing).
• Deliver KCI’s accordingly & escalate within the incident management process.
• Proactively monitor client’s network / server infrastructure.
• Trend Analysis / Capacity management / reporting to recite client expectations and requirements. e.g (Disk space / Memory / Network Usage)
• Handled client complaints, resulting in improved customer relationships.

• Helpdesk support.
• Installation/configuration of client workstations.
• Configuring Netgear AP’s via HyperTerminal.
• Performing remote update rollouts on Server WIN2k3.
• Managing group policy objects within an Active Directory Infrastructure.
• Configuration of open VPN tunnels / configuring VLAN’s.
• Building & configuration of backup tape devices using ISCSI.