Simon Dowdeswell

• Resolved customer complaints in professional and timely manner.
• Developed and maintained positive relationships with customers to build rapport and trust.
• Met with customers to discuss service needs and offer available solutions.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Used ticketing systems to manage and process support actions and requests.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Diagnosed and troubleshot hardware, software and network issues.
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Patched software and installed new versions to eliminate security problems and protect data.
• Oracle database Installation Administration and support.
• Oracle forms and reports (Fusion Middleware) Installation Admin and Support
• Support integrated Oracle \ SQL solutions.
• Implemented wildcard certificates on IIS and on Oracle Forms and Reports.
• Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
• Facilitated installation processes to deliver project requirements on time.
• Evaluated existing procedures and made proactive adjustments to meet changing demands.

Highlights

Consolidated 5 Hypervisor Servers into 2 on various Operating Systems (2008 / 2008 R2, 2012 / 2012 R2 / Citrix)

Implemented Cloud backup including shares (data) and Virtual Machines.

Establish complete and accurate documentation of server builds, operating parameters, and support processes.

• HP Enterprises Solution for DWP estate (110000 thin clients / 11000 laptops / 15000 thick clients).
• New desktop and server team was created 2008. Providing support, administration and maintenance of our 125000 user/workstation estate
• Troubleshoot problems or issues with desktops and laptops.
• Responded to customer inquiries and provided technical assistance over phone.
• Researched and identified solutions to technical problems.
• Created user accounts and assigned permissions.
• Installed and configured operating systems and applications.
• Installed, configured and maintained computer systems and network connections.
• Implemented technical solutions to solve customer issues and increase satisfaction.

Highlights

• Facilitating through to resolution complex issues with external providers such as Xerox, Accenture, Capgemini, BT.
• Involved with 3rd line Escalations, root cause analysis, fault finding / trends, in-depth troubleshooting.
• Became lead troubleshooter within team for fixing faults, (Including VIP and sensitives cases).
• Became deputy team leader of Workplace services. This involved liaising with incident, service and problem management as well as application/development teams.

• Created standardized protocols for documenting processes and technical tasks, enabling consistently repeatable results.
• Trained new hires on computer and in-house Tech tools.
• Troubleshot problems or issues with desktops and laptops.
• Served as primary interaction point for 30 day tickets, which were being monitored by management. Had to report on these tickets every Friday.
• Researched and identified solutions to technical problems.