John Fraser
Summary
An accomplished Information Technology Professional with 18 years of success in effectively managing and supporting cloud, networks and systems. Possessing a BSc (Honours) in Cyber Security and demonstrating a commitment to ongoing learning through real-world experiences and online platforms. Adept at advancing own expert knowledge with a demonstrated ability educating others within organizational directives and goals.
Overview
18
18
years of professional experience
Work History
Product Specialist
BT (British Telecom Enterprise)
Dundee, Scotland
04.2016 - Current
- Developing and maintaining a comprehensive understanding of all products including; Microsoft products, in house technical equipment, email and domain support, sold and managed by the company, whilst staying up to date on competitor technology to maintain a competitive edge. This allowed maximum delivery of support resulting in confident and capable agents to deliver maximum customer experience.
- Training delivered and adapted towards the front line agents, either on the spot or ad hoc, to ensure top class customer support to resolve multiple issues to resolution.
- Supporting agents through complex situations ranging from technical, processes, legal and compliance. Ensures that agents are educated to company standards, business is protected from any legal situations through data protection breaches. This ensured the company was protected against any legal action that could be taken against the business.
- Training for own expert knowledge, documenting information and delivering to agents to ensure customers were treated professionally, and in a timely manner to resolution. This also involved education and support on new products, ensuring market material and training resources were in place.
- Also lead by example, when required, by taking on more complex issues to own and resolve, then up-skilled learning back to the agent.
- Delivered and adapted training to meet users' needs.
- Assisted development, enhancement and lifecycle of products in line with company's established processes and priorities.
2nd Line Support agent
BT (British Telecom)
Dundee
03.2008 - 04.2016
- Handled raised tickets from front line support agents for more complex issues and technical troubleshooting that could not be resolved on the 1st line level, which involved diagnosing and troubleshooting in house and 3rd party router / firewall hardware, software and network issues; as well as root cause analysis if multiple customers were reporting the same issues. This helped ensure minimum downtime for customers and maximum satisfaction when the issue was resolved.
- Supported value added products sold which included web hosting software, domain management software and database technology; all under key performance metrics and in a timely manner with customers. The support was delivered over the phone or via remote access software.
- Ensured customer technology was up to date on the latest firmware, patched and supported with system upgrades, including security patches, anti-viruses and firewall technology in place. Also ensured that both software and hardware was compliant with company policies, industry standards and legal requirements.
- Analysed product issues to diagnoses cause of malfunctions or sub-optimal performance. This ensured that any faulty products or software was highlighted and resolved reducing customers calling into the desk to report faulty technology.
- Assisted in facilitating the transition to digital solutions from analogue technology through second line desk.
- Worked with, and alongside, other departments within the business to find solutions and progress customer situations whilst ensuring compliance with local competition and governance laws, including Wholesale providers to determine IP routing and DNS issues, and raising tickets with their back-end departments to find resolutions to customer issues.
- Built relationships with key industry figures to maximise client exposure and engagement.
- Worked along side chargeable IT support desk to help troubleshoot PC and Mac software and hardware issues, as well as configuration and updating of software.
Front-line support agent
BT (British Telecom)
Dundee
04.2006 - 03.2008
- Primary duties included: Offering customer support at first point of call, including responding to customer queries, raising tickets for second line diagnostics to investigate more complex problems or sending out engineers to resolve out of house problems.
- Engaging in learning, process and product knowledge to fully support customers for a faster fix for their issues.
- Utilised BlueSky empathy skills whilst engaging and understanding the impact to business when technical faults presented themselves to help customers feel supported and understood.
- Ensuring high standard compliance with legal requirements, GDPR and company policies to enforce protection of customer and business data.
Education
Highers and Advanced Highers gained. - Multiple Subjects
Inverness High School
HighlandHigher National Diploma - Computing and IT
Open University
Milton KeynesBachelor of Science - Cybersecurity
Open University
Milton KeynesSkills
- Networking Protocols: TCP/IP, DNS, DHCP, HTTP and HTTPS
- Network topology and mapping
- Hardware and software applications: Antivirus, Firewalls, VPNs, IDS/IPS, Wireshark, Nmap
- Security concepts: firewalls, routers, switches and VPNs
- Multiple Operating systems and security concepts and Navigation
- Internet Explorer, Chrome, Firefox, Safari
- HTML, CSS, JavaScript and Python
- Cybersecurity life cycle model concepts
- Risk Management and prevention
- Access controls, privilege prevention and standard security policies
- Security Information and Event Management (SIEM): Splunk and Nessus
- Root cause analysis and prevention
- Data recording
- Network and endpoint device Security
- Amazon Web Services (AWS) and Microsoft Azure
- Cloud service models: SaaS, IaaS and PaaS
- Identity and Access Management concepts
- Active Directory and LDAP
- ISO 27000, ISO 27001 and ISO 27002 standards; also GDPR, PCI DSS
- OWASP, CyBOK and CVE
- Detailed technical expertise
- Microsoft Office and Office 365
- High-level customer education and support
Additional Courses
- Cisco Networking Academy, 30+ courses, completed and ongoing, with multiple achievements and badges. Full list available on request.
- CompTIA, CompTIA Security+ (SY0-701) – Course work for SY0-701 in progress, with exam to be taken upon completion.
Qualities
- Hard working and loyal.
- A strong desire to learn, both proactively and through trial and error.
- Strong problem-solving mindset with outside-the-box thinking.
- Strong moral and ethical mindset.
- Excellent time and stress management mindset.
- Excellent initiative quality and ability to work to standard guidelines.
- Flexibility and adaptability.
- Excellent communicator.
- Outstanding presentation skills.
- Interpersonal skills.
- Excellent attention to detail.
- Business and customer service mindset.
Timeline
Product Specialist
BT (British Telecom Enterprise)
04.2016 - Current
2nd Line Support agent
BT (British Telecom)
03.2008 - 04.2016
Front-line support agent
BT (British Telecom)
04.2006 - 03.2008
Highers and Advanced Highers gained. - Multiple Subjects
Inverness High School
Higher National Diploma - Computing and IT
Open University
Bachelor of Science - Cybersecurity
Open University
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