Manager Support

CURRICULUM VITAE

Duncan Woollas Cert Mgnt (OU)

*** ********* **** ****** *********

Mobile 003**-********

Email: ********@*****.***

I have 20+ years IT experience at all levels, good broad technical and commercial understanding

of the importance of aligning IT to the business along with excellent business relationship

management skills

Further Education

Professional Certificate in Management (Open University)

Managing, Managing Finance, Managing People, Managing Customers and

Quality

ITIL Foundation Service Management

ITIL Service Desk/Incident Management

Career History

2006 to present Bwinparty

Service Desk Team Lead managing 8 second line support

•

engineers responsible for all aspects of the IT service desk

consisting of over 500 users locally and 50+ remote users, duties

include:

Quality of service is maintained at all times, the swift execution of

•

escalation to 3rd line support and meeting the needs of our

customers

New starters on boarding creating user/email account’s, home

•

directories and access to share directories Exchange/Server

2010, distribution lists hardware installations, printer and mobile

device configurations via Active Sync, cabling and Cisco network

switching

Record and manage all reported faults and requests via SNOW

•

and PPM, performing initial diagnosis and assignment to

appropriate resolving team, incident management when required

Avaya telephony setup extension numbers and VLAN setup,

•

Video Conferencing support using Blue Jeans cloud based video

collaboration

Daily high level desktop support and troubleshooting Win7

•

Lenovo/Dell hardware, MS Office packages 2010, PC

Connectivity & Internet protocols such as FTP, TCP/IP, VPN

clients

Responsible for the successful rollout of Win7 from XP for over

•

500 users in Gibraltar, included desktop/laptop imaging via

Aronis and SCCM, data and mail migration, software upgrades

Monitor and report on the progress of local IT workplace

•

standard operating environment

After hours remote support via Lync trouble shooting F5 access,

•

WLAN connectivity and network access issues

Asset management, maintaining a stock level of all hardware and

•

consumables updating asset management CI in SNOW

• Mentoring support staff

• Office and departmental moves

• Liaising with Procurement and vendors, procuring all desktop

hardware within annual budget conforming to our LCM plan and

rollout

• Ensure that IT infrastructure systems, processes and

procedures are compliant with applicable regulations

2001 to 2006 Crest Nicholson plc

Helpdesk Team Leader

• Reporting to the Technical Services Manager.

• Supervising three permanent staff members and two contract

workers

• Main responsibilities:

• Project manager of the Windows 2000 build and rollout. Testing

all 3rd party and in house software for Windows 2000 compliancy

• Weekly regional site visits, meeting with Financial Directors

discussing new requirements and resolution of outstanding IT

issues.

• Office moves throughout the organisation, server migration,

liaising with cabling companies, electricians, BT, removal

companies. Managing site setups, office upgrades and rollouts

• Liaising with 3rd party support engineers, ensuring SLA’S are

adhered

• All IT equipment has been setup and the QA system strictly

adhered

• Generating monthly reports, trends, staff workloads and

Helpdesk workloads through Remedy helpdesk system

• Administration and support of Microsoft Exchange

• Administration and support of NT and Windows 2000 servers

• Setup of PDA’s Laptops, remote access

1997.2000 Informa Group plc

Network Infrastructure Analyst

Third level support reporting to the Technical Services Director

• Resolution of day to day technical problems escalated by the IT

Support team

• Supervising projects and managing support teams which

included

• A number of offices and building moves, incorporating smaller

businesses that were bought up by Informa that needed to be linked up to

the network. This usually consisted of ordering BT lines into our

networks, auditing the hardware requirements and managing a support

team to complete the installation.

• Supervising upgrade and rollouts from CC Mail to MS Exchange.

Novell and Windows NT server migrations

• Administration and support of Microsoft Exchange and Microsoft

Outlook

• Administration and support of Lotus CCMail

• Administration and support of NT and Novell local area networks

• Administration and configuration of all network printing

• TFS mail gateway administration

• HP jet direct printing configuration and administration

• Administration and support of wide area networks over 9

locations

• Development of remote access services for home workers

• Set up and installation of new NT and Novell file servers

• Technical support of Windows 95, Windows 98 and NT operating

systems

Technical support of desktop products including Office 97,

•

Outlook, Cheyenne Fax serve and Anti virus software, hardware

support on NT and Novell servers

Administration and configuration of Arc serve on Novell and NT

•

servers

1996.1997 Investment Computers and Electronics

Technical Manager

• Technical support to corporate users, telesales, quoting,

supervising 6 technicians and managing 10 user Novell 3.12

network and printers

• Management and technical support of corporate clients including

providing on site support engineers. Quarterly meetings with

Technical managers ensuring SLA’S have been met accordingly.

Discussions with clients included any future developments or

needs and provisions for IT hardware equipment.

• Management of one of the retail outlets

Providing technical expertise and support for home users

on a daily basis. Ensuring all faulty equipment is booked in

and designated to specific technicians and SLA’s are upheld

1994.1996 Marriott Merchant Bank

Network Supervisor

• Daily administration of the Novell and UNIX network, technical

and desktop support to users, trouble shooting windows for

workgroups and Windows95.Basic user training. Systems

management of the Ethernet network consisting of a 300 user

LAN and wan network operating on a windows and Novell

platform enabling TCPIP communications for UNIX users via the

network. Installing software, operating systems and layered

products. Setting up new cabling, hubs, PCs, modems and

printers for all departments. Setting up new user accounts, login

scripts user access and securities. Monitoring gateway to stock

exchange and ensuring trickle feed data is available 24 hours.

Monitoring local area network traffic. Backing up and securing all

data for specific departments. Reporting directly to the IT

manager on all new technologies. Purchasing of all new

equipment within the specified budget

1994.1997 University of Natal

Network Technician

• Token ring and Ethernet cabling, making up DB25 interface

cables. Dove box connection and installations. Setting up PCs,

printers and terminals, configuring them to the various nodes.

Installation of network cards. Helpdesk support, liaising with

outside contractors and vendors. After hours, supporting

residential students, maintaining card readers and booking

terminals

Telecom

1982 1989

Data Communications Technician

• Installation of analogue, dial up modems including digital

network terminating units. Testing of pulse code modulating

channels, carrier systems, and line and cable faultfinding. Wiring

of data test centres, computer room cutovers and customer

support. Digital construction and installation of digital multiplexes

throughout Natal. Cable layout. Colour code wiring and

soldering. Testing channel cards, error correction and

commissioning multiplexes to automatic crossover equipment

References: Can be supplied on request.

Educational History and Qualifications

Matriculated

Mathematics, English Language, Afrikaans, Technical Drawing,

Electrical, Physical Science

Contact this candidate