NIGEL BELL
SHAW
Summary
3rd Line Support Specialist with strengths in resolving complex IT issues. Delivers effective solutions for diverse customer environments, enhancing system reliability and user satisfaction. Collaborates with Dev-Ops teams to optimise Azure server performance and in-house hardware support.
Overview
37
37
years of professional experience
Work History
3rd Line Support
ADvT WFM
Swindon
08.2018 - Current
- The role entails helping the 1st and 2nd line support teams and then also getting our teeth into the more complex issues.
- Supported both on-premise and hosted customers, ensuring reliable service delivery.
- With my skills and background, I am also helping out the DevOps team as they need help within their team, which is looking after the Azure servers and in-house support of hardware and software.
- I have been at WFM now for over seven years in the 3rd Line Role; we have a varied customer base, from the small companies to the multi-million-pound customers.
Product Support
Cherwell Software
Swindon
01.2017 - 08.2018
- I joined Cherwell on the Support team, I have been with the team now for a year now and have already come on leaps and bounds, recently completing my ITIL Foundation course, and the 4 major training courses within the company.
- We do a range of support from Our own software to setting up LDAP and E-mail systems into the Cherwell software.
Systems Engineer
Metric / Almex
Swindon
08.2014 - 12.2016
- I have moved on within the company and I have moved over to the Parking machine side of the company, as a Systems Engineer I now look after the Hosted environment of our customers and act as the third line support for the support team.
- I also have to liaise between the development team and the support team.
- The job varies from building and looking after the Hosted servers to testing the software that is being released, to writing tariffs and installing them.
- I also have to help support the American team that sell our machines.
- Along with all of this I also help the IT manager look after the IT in the building and for the remote users, we also help the American team look after their IT as well.
Helpdesk Engineer
Almex
Swindon
11.2011 - 08.2014
- Working at Almex I have been looking after the Bus Ticketing systems for the different clients from the 2nd largest company in the country to the 1-man band bus operators.
- This is looking after the Back Office system, in making sure it is all up and running to also help load in the different routes and networks.
- It is also making sure the Ticket Machines on the buses are running, from building them to supporting the Field Engineers that go out to fix them.
- I also have to go to site to help install the ticket machines and upgrade them.
- I have also recently been involved in the parking side of the company and helping the System Engineers with the calls and the loading of Tariff files and writing tariff files.
- Because of my background I have been tasked to look after all the Almex servers; this includes the XP to server 2008 R2 servers; also, we have a Virtual farm as well that I have to look after and maintain.
Helpdesk Supervisor
Complete IT
Swindon
09.2010 - 11.2011
- I started with CIT as a TC (Technical Consultant) where I was going out to customers and dealing with any issues they had on the IT side of things, from rebuilding PC’s to word document issues, but also it meant going to site and checking all the systems are running as they should along with doing health checks and then advising the client on anything that we might require to be done to upgrade the hardware or software to keep them running for the times ahead.
- I then moved onto the Helpdesk and I was allocated the role of looking after the helpdesk along with still looking after a few of my clients I had as a TC as well.
Field Engineer
Horizon Telecom
Cirencester, Glos
01.2009 - 06.2010
- I was a Field Engineer for Horizon Telecom, which entailed going to customers sites and installing Servers, PC’s and routers to fixing minor issues like MS Office problems to Virused PC’s, and then installing a full network.
- I have been in charge of one of the biggest projects that Horizon have had to deal with to migrate a company from one server to a farm network and working with the people on site and the Hosting company.
Technical Analyst
ACSolutions
Chobham, Surrey
01.2007 - 01.2009
- I was contracted by ACSolutions to the Hotel Chain Mulbourn Hotels, where I looked after the IT for the Hotel chain.
- They had 38 Hotels that I had to look after, across the country.
- The job entails taking standard phone calls for password resets to a full build of the Hotel network; we have been updating the Hotels in the last 2 years, with 2003 Servers and Vista PCs.
- I have also been installing 2008 servers in the hosting centre and at the Central Reservations Office.
- I was based at the Head Office in Swindon looking after the 12 servers and Backup server.
- They also had 2 Citrix servers that all the Hotels use to dial into for the SUN Finance system that I had to keep running along with the TouchStone TM1 Software as well.
Network Services Engineer
Gladstone MRM
Wallingford, Oxon
01.2000 - 01.2007
- I looked after and built the in house Server’s and PC’s within the Wallingford, Glasgow, Dublin sites, we used 2000 and XP as PC platforms.
- I also Maintained the servers from NT to 2003 platforms.
- The Phone system runs on ICT which we had from CallCT.
- I also maintained the Exchange servers which we had 5.5 and 2000 in Wallingford and 2003 in Dublin.
- We ran Backup Exec at all three sites, Version 9 at Dublin and Glasgow and Version 10 at Wallingford.
- As we wrote our own software we had SQL and Citrix Servers that I had to look after.
- We used Checkpoint NG Firewall.
- The LAN runs on Cisco Switches and hubs, and we used Cisco Routers for the ISDN lines.
IT Support Technician
Torex Leisure
Cricklade, Wiltshire
01.1999 - 01.2000
- I started off on front line 1st level support, then moving to 2nd line and also looking after the in house Novel servers.
- I then moved forward to helping out the engineers by going to site and doing Software and Hardware installs.
Assistant Manager
Westsports
Swindon, Wiltshire
01.1993 - 01.1999
- My role within the stores was to look after the staff and order stock.
- I also to services the Ski’s, Surfboards and wind surfboards.
- Also testing the new equipment for sale.
- Cashing up and dealing with awkward customers was also on the cards.
Road Safety Officer
Wiltshire County Council
Wootton Bassett, Wiltshire
01.1992 - 01.1993
- In my spare time while working at the sports centre I helped out with the teaching of Cycling Proficiency and Road Safety.
Senior Recreation Assistant
Lime Kiln Sports Centre
Wootton Bassett, Wiltshire
01.1989 - 01.1993
- Oversaw facility operations and coordinated staff activities as a substitute Duty Officer, ensuring smooth daily operations.
- Managed activities and assisted patrons at sports centre to enhance overall customer experience.
- Progressed from Lifeguard to Senior Recreation Assistant, gaining comprehensive knowledge of facility operations.
Education
GCSE - CDT, English, English Oral, Geography, Art & Design, Science, General Humanities, Local Studies, German
Wootton Bassett Comprehensive School
Swindon01-1990
Skills
- ITIL Foundation
- MS Office Suite
- Citrix
- SQL
- MySQL
- Win95/98/2000
- Windows Vista/XP
- Windows 7
- Windows 81
- Windows 10
- Windows 11
- Server NT/2000
- Server 2003/2008
- Server 2012
- Server 2016
- Server 2019
- Server 2022
- Exchange 55/2000
- Exchange 2003
- Exchange 2010
- Backup Exec 8 to 125
- Checkpoint NG
- Sophos Pure Message
- Sophos
- McAfee
- Trend
- AVG
Custom
- 1998, City and Guilds Level 3 I.T.
- 1997, Introduction To Networking
- 1997, City and Guilds Level 1&2 I.T.
- 1993, SHL System House Computer Course
- 1995, Saloman Ski Exam
- 1997, RLSS National Pool Lifeguard
- 1995, NVQ Level 2
- 1993, Pulstar Weight Training
- 1993, B.A.W.L.A. Weight Training Course
- 1992, A.S.A. Teachers Award
- 1992, All Terrain Bike Ride Leaders Course
- 2004, Microsoft Exchange
- 2005, Microsoft Exchange 2003 Trouble Shooting
- 2017, ITIL Foundation
Timeline
3rd Line Support
ADvT WFM
08.2018 - Current
Product Support
Cherwell Software
01.2017 - 08.2018
Systems Engineer
Metric / Almex
08.2014 - 12.2016
Helpdesk Engineer
Almex
11.2011 - 08.2014
Helpdesk Supervisor
Complete IT
09.2010 - 11.2011
Field Engineer
Horizon Telecom
01.2009 - 06.2010
Technical Analyst
ACSolutions
01.2007 - 01.2009
Network Services Engineer
Gladstone MRM
01.2000 - 01.2007
IT Support Technician
Torex Leisure
01.1999 - 01.2000
Assistant Manager
Westsports
01.1993 - 01.1999
Road Safety Officer
Wiltshire County Council
01.1992 - 01.1993
Senior Recreation Assistant
Lime Kiln Sports Centre
01.1989 - 01.1993
GCSE - CDT, English, English Oral, Geography, Art & Design, Science, General Humanities, Local Studies, German
Wootton Bassett Comprehensive School