Summary
Overview
Work History
Education
Skills
Personal Statement
Courses Attended
Professional Highlights
Timeline
Suzie Jones

Suzie Jones

Croydon,SRY

Summary

Dynamic individual with hands-on experience in IT Infrastructure and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.

Overview

16
16
years of professional experience

Work History

Managed Services Lead

CompanyNet
08.2023 - 07.2024
  • Providing M365/Azure support to multiple customers
  • Working closely with other Managed Services teams, and wider support teams for our customers
  • Provide audit reports for all admin activities & storage reports
  • Provide visibility of all upcoming updates & changes from Microsoft to our customers along with personalised recommended actions
  • Completing service improvements to our customers using their in house change process
  • Create documentation and provide training of the supported systems, processes and software
  • Contribute to the on-going development of the Managed Support function by sharing knowledge, experience and expertise

Infrastructure Administrator

Plexus Legal LLP
03.2018 - 07.2023
  • Working closely with the IT Operations and Development teams as an escalation point to diagnose and resolve problems across the company's infrastructure
  • Organise and implement updates, patches and improvements to administrative systems such as web filtering, messaging smart host, Anti-Virus as well as other systems within core business hours
  • Review incident, service and change records to ensure that problems are managed in accordance with agreed standards and procedures within core business hours
  • Responsible for supporting the companies Anti-Virus solution and ensuring servers and workstations have up to date functioning virus protection
  • Carry out improvements and changes to our messaging smart host system, ensuring that policies and safeguards meet the businesses requirements to have secure email within core business hours
  • Organise and implement updates and improvements to Forcepoint Cloud web filtering policies
  • Ensure Active Directory is healthy and objects are applicable
  • This will involve ensuring users and groups are configured in accordance with our security policies and best practice
  • Carry out system upgrades and patching for key systems such, Windows Virtual machines and application software
  • Ensuring systems are patched as per the patch schedule within core business hours as long as system availability is maintained
  • Ensure that all tasks and procedures are carried out effectively and efficiently to agreed levels of service or specific requirements of SLAs
  • Manage and seek to continuously improve the desktop environment for the organisation making use of GPOs and security groups to enforce company standards and best practice policies
  • Assist with setting up of user's accounts, groups and update policies in Active Directory
  • Responsible for resolving object sync issues between our internal Active Directory and the cloud
  • Where necessary escalating to the Infrastructure Team leader or directly with Microsoft support

Infrastructure Engineer

Plexus Law Ltd
07.2016 - 03.2018
  • Working closely with the 1st/2nd line teams as an escalation point to diagnose and resolve problems across the company's infrastructure
  • To install, maintain, configure and monitor the various applications in use across the firm
  • Carry out daily checks, monitoring and administration tasks
  • Responsible for managing and maintaining the system patch schedule
  • Working with the 3rd party managed service providers to carry out backup administration tasks, such as creating and scheduling backup jobs, as required
  • Carry out system upgrades and patching for key systems such as Hyper-V, Windows and Exchange
  • Ensure that all tasks and procedures are carried out effectively and efficiently to agreed levels of service or specific requirements of SLAs
  • Identify and rectify a broad range of operational exceptions and error conditions and be required to deal sensibly and responsibly with unexpected or extraordinary events or incidents
  • Create documentation of the supported systems and software
  • Participate in reviews of systems performance, provides advice, and assist specialists or other system or service providers to plan details of amendments and upgrades to systems
  • Review incident, service and change records to ensure that problems are managed in accordance with agreed standards and procedures
  • Assist with the planning and deployment of infrastructure security measures, controls and monitoring

3rd Line Tech Operations Engineer

Parabis Management Ltd
10.2014 - 07.2016
  • Providing 3rd line Infrastructure support to all users across multiple UK offices, including remote workers
  • Facilitated installation processes to deliver project requirements on time.
  • Managed installation, upgrade and deployment projects and provided on-site direction for network engineers.
  • Managed and monitored installed systems for highest level of availability.
  • Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
  • Resolved issues related to operational components for LAN, WAN and voice systems.

Desktop Support Technician

Parabis Management Ltd
02.2014 - 10.2014
  • Providing 1st/2nd line desktop support to all users across multiple UK offices, including remote workers
  • Managed high levels of call flow and responded to technical support needs.
  • Used ticketing systems to manage and process support actions and requests.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Researched and identified solutions to technical problems.
  • Installed and configured operating systems and applications.
  • Installed, configured and maintained computer systems and network connections.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Created user accounts and assigned permissions.

IT Support Technician

Abbey Protection Group
04.2010 - 02.2014
  • Providing 1st/2nd line support
  • Managed high levels of call flow and responded to technical support needs.
  • Used ticketing systems to manage and process support actions and requests.
  • Installed and configured operating systems and applications.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Installed, configured and maintained computer systems and network connections.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Created user accounts and assigned permissions.
  • Diagnosed and troubleshot hardware, software and network issues.

IT Technician / AV Assistant

Royal Russell School
07.2008 - 04.2010
  • Providing 1st/2nd line support
  • Maintained office PCs, networks and mobile devices.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Set up PCs, projectors, and microphones for use in video conferencing rooms.
  • Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
  • Created user accounts and assigned permissions.

Education

BA (Hons) - Primary Education With QTS, Early Years, P.E. & ITC

University of Greenwich, New Eltham
10-2006

GPA: [2.2]

Skills

  • VMware
  • Hyper V
  • Failover Cluster Manager
  • SCVMM
  • SCCM
  • Backup Technologies
  • Server 2003 - 2019
  • Anti-Virus Technologies
  • Forcepoint Web Security
  • Group Policy Management
  • Exchange 2013 / Exchange 2016
  • DHCP
  • DNS
  • PowerShell Scripting
  • Active Directory / Azure AD
  • Microsoft 365
  • Azure Technologies
  • Azure CLI
  • Cyber Security Technologies
  • Mimecast
  • Microsoft Power Automate

Personal Statement

A talented and experienced Infrastructure Engineer with a strong technical background who possesses self-discipline to work remotely, whilst maintaining excellent collaboration and communication with all IT and wider business teams. Possessing a good team spirit, deadline orientated and having the ability to organise and present complex solutions clearly and accurately. A determined and persistent problem solver with highly effective communication skills and an excellent reputation for building team relationships. Experienced in IT Infrastructure (on-premise & azure), support, configurations, installations and testing, technical evaluations, training and guidance, project delivery, solution design, migrations, upgrades and installations, budget management and resource management. Ability to play a key role in diagnosing hardware and software problems and to ensure that quality solutions meet business objectives.

Courses Attended

  • SC-400 Information Protection Administrator (2023)
  • MS-500 Microsoft Security Technologies (2022)
  • AZ-104 Azure Administrator (2022)
  • 20347A Enabling and Managing Office 365 (2018)
  • Implementing Microsoft Azure Infrastructure Solutions (2017)
  • VBScript and Scripting for Windows Admins (2011)
  • Windows 7 Installation and Configuration (2011)

Professional Highlights

  • Forcepoint Web Security SSL Decryption Deployment (2023)
  • Mimecast Security Improvements (2023)
  • Azure Privileged Identity Management Deployment (PIM) (2021)
  • Azure AD Connect Migration & Upgrade (2021)
  • Improvements to Automation PowerShell Scripts: Starters, Leavers and Movers, Creation of Group and 3rd party accounts to conform to AD Standards. (2021)
  • Azure Subscription Custom Roles Design & Deployment (2021)
  • Email Security Improvements Mimecast & Office 365 (2021)
  • Azure Information Protection Configuration & Testing (2020)
  • Furlough Process Setup and Configuration - BCP (2020)
  • Mimecast Security Improvements - Targeted Threat Protection (TTP) (2019)
  • Office 365 Migration / Hybrid Exchange Setup & Configuration (2018)
  • File Server Estate Server Upgrade & Consolidation (2017)
  • Decommission of Parabis Management Ltd - Information, Users & Services (2016)
  • Symantec Enterprise Vault (EV) Migration to Mimecast (2015)
  • PowerShell Scripts to Automate Starters, Leavers and Movers Processes (2014)
  • Technical Advisor on 2 x Head Office Moves to New Premises (2014)

Timeline

Managed Services Lead - CompanyNet
08.2023 - 07.2024
Infrastructure Administrator - Plexus Legal LLP
03.2018 - 07.2023
Infrastructure Engineer - Plexus Law Ltd
07.2016 - 03.2018
3rd Line Tech Operations Engineer - Parabis Management Ltd
10.2014 - 07.2016
Desktop Support Technician - Parabis Management Ltd
02.2014 - 10.2014
IT Support Technician - Abbey Protection Group
04.2010 - 02.2014
IT Technician / AV Assistant - Royal Russell School
07.2008 - 04.2010
University of Greenwich - BA (Hons), Primary Education With QTS, Early Years, P.E. & ITC

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Suzie Jones