Paul Gray
Worthing,West Sussex
Summary
Experienced IT professional with a strong background in managing and securing network infrastructures, including DrayTek, MikroTik, WatchGuard, and Netgear firewalls. Proficient in configuring and maintaining Unifi APs and administering network protocols such as WAN, LAN, VLAN, DNS, DHCP, TCP/IP, and VPNs. Skilled in Office 365 Administration, including SharePoint, Exchange, Intune, Azure, and Office Apps.
Well-versed in Microsoft Server environments (2008–2022) and Exchange servers (2010–2019), as well as Windows 10 and 11 administration and troubleshooting. Experienced in deploying and managing antivirus solutions (Sophos, ESET) and implementing backup solutions (Veeam, Datto SAS). Adept at managing spam filtering solutions, including SpamTitan and Hornet Security.
Strong expertise in customer relationship management, staff training, change control procedures, and maintaining up-to-date documentation. Proven ability to work within strict SLAs and KPIs, ensuring optimal system performance, security, and business continuity.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
Work history
IT Support Engineer / 2nd Line
Boundary IT Services
10.2019 - 01.2025
- Taking incoming calls from customers and working to resolve first line
- Handled escalated issues from junior engineers and senior team assignments
- Coordinated delegation of tickets within Helpdesk Queue to ensure efficient resolution
- Provided cover for Helpdesk Manager on delegation of work from helpdesk queue
- Regularly updated antivirus software, preventing potential cyber threats from harming systems or data loss as a result of such attacks. (ESET, Sophos AV, Monitoring alerts for Office 365 account security)
- Planned and coordinated successful data migrations from Windows Server to SharePoint.
- Tracked computer system and network performance to identify root causes of issues.
- Configured routers, switches and firewalls to deploy and support LAN, WAN, VLAN and wireless networks (Primarily Draytek).
- Managed and prioritised 2nd line support tickets efficiently
- Resolving tickets escalated from 1st line and working with 3rd line / senior team if further escalation is needed
- Providing resolution notes and training to 1st line engineers on tickets escalated from 1st line
- Updating our documentation / knowledge base system SI portal with new documentation and customer information such as router configs
- Managing my own work queues and dashboard and working to tight SLAs
- Dealing with escalations from 1st line
- Provided support and training to new starters and 1st line
- Recovering files via SAS or Veeam
- Updating documentation and knowledge base (SI Portal)
- Building new PCs and rebuilding old ones to be repurposed
- Office 365 Administration - Including InTune, Azure, Exchange, SharePoint
- Windows Server Administration and Troubleshooting
- NAS Drive administration
- Permissions requests in Office 365 and Active Directory
- Setting up and diagnosing VPN issues (mostly PPTP, SSL and L2TP)
- Diagnosing networking issues primarily – DNS, DHCP, LAN, WAN ,VLAN working
- Diagnosing and resolving Windows 10 desktop issues and providing support
- Running daily backup checks on Server backups
- Doing various health checks with monitoring systems to proactively find any future issues
- Diagnosing and resolving printer issues
- Training new starters
- Performing various software upgrades
Service desk analyst
NEL (NHS)
10.2018 - 10.2019
- First Line Support- Taking incoming calls from customers and working to resolve first line issues or log and escalate more advanced problems
- Admin tasks- create new Active Directory and email accounts and amend account permissions for existing accounts
- Triage self service requests – this includes competing or triaging any requests coming through our self-service portal
- Any calls that can be resolved on the first line I am responsible for competing and any calls that need to be escalated or triaged to other teams or departments are my responsibly when on the self-service task for the day
IT Support Apprentice
Fittleworth Medical
08.2017 - 10.2018
- 1st Line Support- answering any phone calls or emails and logging them into a ticket
- Managing ticket system (SysAid)
- Setting up new PCs, installing, configuring and supporting computer hardware
- Setting up and supporting new users
- Providing IT support and troubleshooting IT issues
- Escalating issues to 2nd Line support where it is necessary
- Managing Asset sheets for IT Equipment
Kitchen Porter/Assistant
The Bulls Head Pub (Greene King)
07.2016 - 09.2017
- Ensure that all the Pot washing is done
- Keep kitchen clean and tidy ensuring all cleaning checks have been done
- Ensure all food in the Fridges and freezers has been correctly labelled and day-dotted
- Make and Dish all Desert tickets that come through
- Assist chefs if needed with Starters
Team Player/ Ride Operator
Harbour Park Ltd
02.2016 - 06.2016
- Operate Amusement rides
- Ensure all the rides and equipment are working correctly and have been safety checked
- Ensure the park is kept clean a tidy
- Answer any customer questions or concerns
- Ensure all safety rules and kept
Education
GCSEs -
Chatsmore Catholic High School
01.2009 - 01.2014
A-Levels - ICT
Northbrook College
/2015 - /2015
Draytek Network Certification
Skills
- DrayTek, Microtik, Watchguard , Netgear Firewalls
- Unifi APs
- Network protocols - WAN, LAN, VLAN, DNS, DHCP, TCP/IP, VPNS
- Office 365 Administration - SharePoint , Exchange, Intune, Azure, Office Apps
- Microsoft Server 2008, 2012, 2016, 2022
- Exchange 2010, 2013, 2016, 2019
- Microsoft Windows 11, 10 - Administration and Troubleshooting
- Sophos and ESET Antivirus
- Backups solutions - Veeam, Backup Exec, BESR , Datto SAS
- Spam Solutions - SpamTitan, Hornet Security
- Customer relationship management
- Training members of staff
- Change Control, Updating procedures and Documentation
- Managing strict SLAs and KPIs
Affiliations
- Health and Fitness
- Football
- Golf
- Technology
References
Rikki Hope
Boundary IT Services
Rikki.Hope@Boundaryitservices.co.uk
Paul Lewis
Northbrook College
Contact- p.lewis@northbrookcollege.ac.uk
Jon Frost
Fittleworth Medical
Contact- Jon.Frost@Fittleworth.com
Timeline
IT Support Engineer / 2nd Line
Boundary IT Services
10.2019 - 01.2025
Service desk analyst
NEL (NHS)
10.2018 - 10.2019
IT Support Apprentice
Fittleworth Medical
08.2017 - 10.2018
Kitchen Porter/Assistant
The Bulls Head Pub (Greene King)
07.2016 - 09.2017
Team Player/ Ride Operator
Harbour Park Ltd
02.2016 - 06.2016
GCSEs -
Chatsmore Catholic High School
01.2009 - 01.2014
A-Levels - ICT
Northbrook College
/2015 - /2015
Draytek Network Certification