Real Estate Customer Service
Resume:
James Hanson
UK, Remote
***************@*****.***
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