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Curriculum Vitae | | | | PERSONAL DETAILS | Name: | Luke Leigh | Date of Birth: | 28th August, 1975 | Email: | luke.leigh@gmail.com |
| | | | SKILLS | | |
Server Platforms: Windows NT Server, Windows 2000 Server, Windows 2003 Server, Active Directory, Exchange Server 5.5, Exchange Server 2000, Exchange Server 2003, Windows Terminal Server.
Desktop Clients: Windows 98, Windows NT 4, Windows 2000, Windows XP, Microsoft Office 95 to 2003
Hardware: Build & Repair of Desktop/Laptop/Server hardware – Dell, HP, Compaq, Toshiba etc.
Network: Structured cabling with CAT5, hub, switch, router and firewall installation – Cisco, Netgear, Intel etc
Other: Configuration and diagnosis of IIS, DHCP, DNS, WINS, TCP/IP. Group Policy, Microsoft ISA Server, Crystal Reports, Goldmine, Backup Solutions (Veritas), Watchguard Firewall and VPN, Remote Access Solutions using pcAnywhere and true VPN clients. VMWare ESX Server for Virtualisation. | | | EMPLOYMENT
Company Name: Laserform International Ltd
Position: Infrastructure Manager
Location: London City
Dates: August 2004 - Present
The primary function of this role is to maintain and support the firm-wide LAN/WAN network and office systems to ensure SLA’s are met..
Responsibilities and Projects:
In my current role I am responsible for the London, Bristol & Lymm Networks and Office Systems. The internal team comprises of 4 team members for whom I am responsible for providing project work and distributing general day to day tasks.
It is the internal team’s responsibility to ensure that all the office users (including home office) have access to all the network resources (Servers, Databases, Firewalls, VOIP etc) and provide fixes and upgrades within the required internal SLA, to ensure a minimum amount of downtime. We are also responsible for internal projects which will include updating systems and sourcing solutions for the different team’s requirements. Projects have included our migration to Windows 2003 (upgrading office PC’s to Windows XP), upgrading the external support systems (telephone and call logging systems), providing a viable network solution (network modem/ISDN access) for external remote support for our clients and implementing a Web Based Terminal Server solution for home working staff.
Laserform are now part of the Computer Software Group and we are currently implementing a group WAN making our in-house client database/distribution system and our office systems available to the rest of the group.
I am also required to cover the External Support Managers’ role during sickness or holidays. Some of the duties are as follows:-
Co-ordinating and managing both 1st and 2nd line team members
Management of SLA’s
Co-ordination and provision of staff training
Performing quality control checks on both live calls and logged calls
Roster management
Dealing with escalated customer complaints
Previous Position: 2nd Line Technical Support Analyst
Dates: August 2003 to August 2004
Main Duties: As part of the support team my role involved the provision of Telephone and Email Support to our Client base of Solicitors and Legal firms. It is a prerequisite that I have extensive knowledge of their bespoke systems so that I could offer advice and support in all aspects of their software.
The Level 2 Support Analysts are also required to maintain the Office Systems and the Network Infrastructure. When necessary we were required to install/maintain the office equipment and advise staff members in the use of the office systems.
While in this role I was responsible for producing a compact company website for their Installation CD’s and maintaining the support intranet, for FAQ’s and fixes. | | | Company Name: Callserve Communications Ltd
Position: Service Support Technician
Location: London
Dates: November 2000 - February 2003
Main Duties: I was working for Europe’s largest Internet Telecommunications Company. My role within the company was to provide 24-hour support for the Office Systems, Production Systems and the Voice/Data Network. As part of the support team my role involved the provision of Telephone and Email Support for both Customers and our International Distributors. It was sometimes necessary to write instructions, which were often integrated into our online support pages and help desk support system as templates for everyone’s use.
The support team maintains the Office Systems, Production Systems and the Voice/Data Network Infrastructures. We were also required to install/maintain the office equipment and I was often involved in training new staff members in the use of the office systems. Before new versions of the software become available for general release to our customers it was necessary for the team to be involved in extensively testing the updated software in both a test and live environment on all Windows Operating Systems (Windows 95 - XP). It was often necessary to produce testing scripts for the new versions of the software for future testing.
For the first 9 months of working at Callserve, before 24 hour onsite support became a necessity, we were required to provide Remote Support (24x7). This involved dialling into the company network via a VPN connection (using RSA tokens) and ensuring the system was back on-line. | | | | | | Company Name: Seetec Medical Systems
Position: Computer Support Technician
Location: Essex
Dates: August 1994 - November 2000
Main Duties: As a Support Technician I was involved dealing with customer’s problems by telephone, remote access and on site, should the need arise. I was also required to maintain customers' Networks (Windows NT4 and Windows 98) both remotely and if necessary visiting the site.
I was also involved in the Installation for the Customer and as part of the installation team I was required to Build, Configure, and Install the computer system and where needed install cabling at the customer’s site. I was also required, as part of my duties, to visit customer sites and train them to use the In-house Medical System and other Microsoft software supplied with the installation.
Prior Positions: Receptionist/P.A - Administrator - Branch Administrator | EDUCATION/QUALIFICATIONS
Training Courses: Windows 2000 Network+ Operating Systems (2151)
M2152 Supporting Microsoft Windows 2000 Pro and Server
70-290 Managing and Maintaining a Microsoft Windows Server 2003 Environment
Further Education: Southend Enterprise Limited
SEETEC Limited
School Attended: Quantock School
Grades Obtained:
NVQ’s
Business Administration Level 1 & 2
Information Technology Level 2
Pitman’s
Elementary Word Processing 1st Class Pass
Intermediate Word Processing Pass
GCSE’s
English Language
Mathematics
Chemistry
Biology
Computer Science
French | REFERENCES
Available on request |
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