Summary
Overview
Work history
Education
Skills
Custom
Affiliations
References
Timeline
Generic

JAY HERRIDGE

Watford,Herfordshire

Summary

Microsoft Office Suite Creative Office 365 Administration and General use Technical Customer Service Specialist with the capacity to quickly learn and synthesise new networking technologies. Logical thinker with top problem-solving abilities. Communicates well with non-technical audiences for speedy resolutions. Background in delivering exceptional customer service whilst carrying out maintenance and repairs.

Overview

10
10
years of professional experience
1
1
year of post-secondary education

Work history

Design Engineer

Affinity Water
Hatfield
11.2022 - Current
  • Managing strict SLA/s and meeting high standards set by the OFWAT the water regulators
  • Advanced use of Autocad, Oracle, Citrix to complete workloads
  • Having to think outside the box to produce design with CDM, HSE and other safety guidelines in mind
  • Creating risk assessments to remove/limit risks that may occur in construction
  • Strong communication skills to ensure both customer and regulatory standards are met
  • Keeping on top of communications and hand overs with other internal and external stake holders to ensure everything is completed on time
  • Creating and reading technical drawings on AutoCAD solving ways to work around site layouts provided by Highways England and property developers
  • Finding the most cost-effective solution
  • Calling customers to gain feedback to see how we can improve in future.

Field Engineer

Affinity Water
Hatfield
09.2018 - 11.2022
  • Designing, building, configuring and administering: Windows Server (2003-2012), Active Directory and Group Policy, HP Operations Manager monitoring solution, VMware ESXi, Clusters, vCenter Server
  • Implementing a system lockdown for a Windows Server & Desktop environment including WSUS & AV updates
  • Implementing Cisco switch and routing setups
  • Implementing Cisco ASA clustering and access-lists
  • Knowledge of Cisco VPNs
  • Carrying out fault diagnosis through to resolution ensuring appropriate escalation as required within defined SLAs
  • Ensuring system security and integrity within a security cleared environment
  • Working within a Service Desk function following the ITIL model from Incident Management, Problem Management, Change Management and Configuration Management
  • Managing relationship with clients and project management
  • Identifying key areas for improvement and change
  • Operating as part of the 24/7/365 On-Call rota
  • Conducting regular system training to both team members and clients
  • Technical Management of a technology refresh program
  • Provide technical consultancy to other teams
  • Developing small, quick turnaround solutions
  • Ensuring knowledge is documented and shared.

Critical Support Engineer

Lifeline IT
Borehamwood
02.2016 - 09.2018
  • Designing, building, configuring and administering: Windows Server (2003-2012), Active Directory and Group Policy as the lead engineer, HP Operations Manager monitoring solution as the lead engineer, VMware ESXi, Clusters, vCenter Server, Horizon View and Equalogic SANS as the lead engineer
  • Administering a Linux (mostly CentOS) environment including YUM updates
  • Implementing a system lockdown for a Windows Server & Desktop environment including WSUS & AV updates
  • Carrying out fault diagnosis through to resolution ensuring appropriate escalation as required within defined SLAs
  • Ensuring system security and integrity within a security cleared environment
  • Working within a Service Desk function following the ITIL model from Incident Management, Problem Management, Change Management and Configuration Management
  • Managing relationship with clients and project management
  • Identifying key areas for improvement and change
  • Operating as part of the 24/7/365 On-Call rota
  • Conducting regular system training to both team members and clients
  • Technical Management of a technology refresh program
  • Provide technical consultancy to other teams
  • Developing small, quick turnaround solutions
  • Ensuring knowledge is documented and shared.

Help Desk Agent

Learning Possibilities
Elstree
11.2015 - 02.2017
  • Worked supporting Customers on learning platforms Office 365 and Sharepoint based
  • For school including teachers and parents fixing any issues that came up
  • Fixing these issues would mean using programs such as AD, Office 365 admin centre, remote sessions, or phone conversations to walk them through step by step
  • Dealing with all ranges of people's Computer literacy From a English teacher to The Head of IT at Local Education Authorities across England and Wales
  • Following strict security requirements enforced by the Welsh government this required being thorough with every solution to ensure any data was delivered in the most secure way
  • Each Call had an SLA to be completed by and a SLA for the initial response time.

Wintel Analyst

Computacenter
Hatfield
02.2015 - 09.2015
  • Being able to solve incidents correctly, (Mainly VDI, Data storage, Health check, Server and VMware based problems in addition to many more) then reporting back to the end users
  • Managing incidents assigning them to other analysts in Wintel and messaging teams to ensure that P4s to P Is are completed before breaching the SLA on short deadlines as short as 10 minutes
  • I would do most of my work out of remedy
  • Leading to checking work logs extents to find any errors within the assignments if so, I would have to communicate with other teams to see who the incident will need reassigning too
  • If it is correctly assigned, I would need to find the best person within the Wintel and messaging teams who is best for this job meaning I would have to know my team very well and approach them in a friendly manner ensuring it had been resolved closed or pended for a change before the SLA.

Asset Analyst

Computacenter
Hatfield
09.2014 - 02.2015
  • Running Various Reports out of the Asset reporter, for customers, Following Processes to complete the reports then upload the results into the AMDB and Remedy
  • In addition to collecting data using excel, remedy and Eracent to recover information out of the full inventory to complete reports while running V-look ups
  • Completing and analyzing compliance daily and monthly for NBS(Nationwide)
  • And run sales reports to gather all the Assets the Company has sold from the previous days
  • Communicating with the sales team to gather any lost information on the assets which then would be corrected
  • Having Worked under pressure at times to clear BAU tasks and the mail box within the 48 hour SLA.

Education

GCSE -

St Michaels Catholic High School

Level 3 City&Guilds -

QA Apprenticeships Tabernacle
09.2014 - 09.2015

Skills

  • Customer service expert
  • Analytical and critical thinker
  • Fast learner
  • Report development
  • 4x MTA (Security, Server Administration Operating systems, Networking)
  • Highly computer literate
  • SMSTS (Site management qualification)
  • Lantra (Traffic management qualification)
  • Design engineering
  • AutoCAD
  • Computer-Aided Design
  • Remote access technology
  • Vmware
  • MS Exchange
  • Backup tools
  • Office 365
  • Active Directory
  • Local workstations
  • Windows Server

Custom

I run a Brazilian Jiujitsu club in Watford coaching from ages 4+ to adult. I am a Professional competitor having competed all over the world and coaching other athletes all the way to professional level.

Affiliations

  • MMA
  • Building Computers/Networks
  • Gym

References

References available upon request.

Timeline

Design Engineer

Affinity Water
11.2022 - Current

Field Engineer

Affinity Water
09.2018 - 11.2022

Critical Support Engineer

Lifeline IT
02.2016 - 09.2018

Help Desk Agent

Learning Possibilities
11.2015 - 02.2017

Wintel Analyst

Computacenter
02.2015 - 09.2015

Level 3 City&Guilds -

QA Apprenticeships Tabernacle
09.2014 - 09.2015

Asset Analyst

Computacenter
09.2014 - 02.2015

GCSE -

St Michaels Catholic High School

Similar Profiles

Create profile
JAY HERRIDGE