James Hanson

*nd/*rd Line Analyst

UK, Remote

adys6j@r.postjobfree.com

+44-074********

Professional Profile

A highly accomplished individual with over 10 years of professional cross-industry experience covering IT, technology, real estate, and other sectors. Now leveraging AI in many aspects of work.

Experienced in deploying cutting edge IT infrastructure solutions within corporate ecosystems, supporting and managing business-critical applications, automating IT processes to drive process efficiency, working within cross-functional teams, consulting stakeholders on IT features and capabilities and exceeding expectations set by senior leaders.

A goal-orientated and results-focussed individual who enjoys working with people from all backgrounds and is always ready to take on new challenges.

Core Competencies

Personal Skills

Professional Expertise

Networking

Clear Communication

IT Support Operations

Stakeholder Engagement

Diplomacy

Organisation

IT Strategy

Customer Service Excellence

Time Management

Relationship Building

Security best practices

SLA Management

Teamwork

Effective Decision Making

Process Automation

Vendor Management

Career Summary

24/7 Service Desk Engineer (nights, remote)

2021 - Present

NASSTAR

summary

Supported a diverse range of current and new customers and environments.

Took calls and resolved issues for customers, resolved issues from all levels escalating to third level where needed.

Supported Citrix infrastructure, Director, Hyper-V, vSphere, ESXi, SQL Server, VCloud,

Ensured customer environments were managed and maintained to a high degree resolving alerts in a timely manner.

Managed starters and leavers and improved on processes.

Aided level 1 resources in resolving issues at first contact, working with level 3 resources and technical mentors to improve knowledge and understanding.

Ensured escalations to vendors were monitored and updated on a regular basis.

Managed users, computers and policies in on-premises Active Directory and Azure AD

Managed mailboxes in on premises exchange and Exchange online

Windows server administration and configuration including patching and capacity management.

Used machine learning models to assist in writing PowerShell, notes, scripts and diagnosing issues.

Infrastructure Analyst - 2nd and 3rd Line Support Hybrid

2017 - 2021

Lambert Smith Hampton - Commercial Real Estate Consultants

summary

Travelled to offices around the country to deploy Infrastructure and network solutions.

Configured switches and servers, conducted network patching and improved overall security compliance.

Remained vigilant for potential security risks and used Sophos and Lepide to resolve potential threats.

Migrated applications on to new cost-effective servers, setup data retention policies and planned data recovery tactics.

Escalated issues to third parties as needed, used Mimecast to restore mailboxes and troubleshooted firewall issues.

Streamlined SQL database administration processes and created group policies to maintain servers.

Maintained IIS web applications, installed and set up MFPs across new offices and deployed new virtual machines.

Troubleshot complex SUSE Linux related issues, embedded within primary file-sharing services.

Remained on call for emergency issues, quality assured system implementation projects and managed backup systems.

Career Summary (Continued)

Service Desk Analyst – 1st and 2nd Line Support

2016 - 2017

Lambert Smith Hampton

summary

Provided solutions to issues relating to MS Office 2010 and Office 365 and created new policies to improve features.

Reviewed and maintained high standards within internal documentation.

Supported Ubuntu desktops and managed Mitel and Cisco phone systems.

Coordinated onboarding and offboarding processes for staff.

Ensuring correct functionality of door security systems including adding/reporting/removing users on Net2

Designed and implemented a dynamic e-forms solution to streamline and automate redundant processes.

Freelance Web Presence and Technical Consultation

2013 - 2016

summary

Developed a new client base and created bespoke website solutions using HTML, CSS, Adobe Suite, PHP, and JavaScript.

Provided technical consultation to client stakeholders to understand their business needs and requirements.

Implemented LAMP stacks and WordPress CMS solutions.

Technical Support and Online Presence Analyst

2011 - 2013

Smooth Group - Digital Marketing Solutions

summary

Created a bespoke business website for the organisation and delivered e-mail marketing solutions to clients.

Developed applications using HTML, CSS, JavaScript, and PHP

Provided desktop support to business users from various departments.

Automated desktop functionality by using login scripts.

Escalated issues to third parties and vendors as required to minimise business impact.

Academic Credentials

Japanese and Computer Science Studies Arizona State University

13 GCSEs including English & Maths (Grades A to C)

Technical Competencies

Windows Server

Microsoft Exchange Online/On Prem

Mimecast

Active Directory & Group Policy

Microsoft Office Suite & Office 365

Mitel/Cisco Phone Administration

Domain Setup & Administration

VPN software

Hypervisor technology

Citrix Deployment & Administration

Backup and Disaster Recovery Strategy

VOIP

Firewall

DHCP, TCP/IP, DNS

ServiceNow, N-Able

SQL Management Studio

GPT4, GPT3.5, LLM, AI

PHP

Risk management Security

EC2 / AWS

PowerShell

BigHand

Azure Exchange online

Backup Technologies

ESXi Virtualization

Linux

PowerShell

Additional Information

Languages

Interests

English

Philosophy and debate

Polish

Japanese (Pre-Intermediate)

Dungeons & Dragons

Virtual Reality

Playing Guitar / Piano

Machine learning Prompt engineering

References

Available on request

Contact this candidate