Jack Wroe

Experience

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  Target Group

  Jul 2014 - now

  Supported a wide-array of technologies in both Windows and Linux environments with particular focus on Managed File Transfer, Appian, and IBM i solutions.Acted as technical Subject Matter Expert (SME) when working to resolve incidents, design solutions, advise projects, and plan changes.Ensured availability of the infrastructure estate by means of pro-active maintenance, monitoring, upgrading, and continuous improvement.Created and maintained detailed technical documentation.Used automation and scripting to improve efficiencies of solutions, reducing reliance on human interaction to perform regular repeatable tasks.Mentored and provided support for junior members of the team. Show less Worked with project managers and technical specialists (both internal and external) to achieve outcomes within agreed timeframes.Resolved technical problems within agreed SLA/OLA with excellent ticket handling and great communication with both internal and external clients.Produced detailed, highly praised documentation for technical processes and procedures.Raised and managed hardware and software support calls with third party technical support.Worked closely with third-party consultants to upgrade and implement hardware and software solutions.Managed Disaster Recovery tests for internal business and Managed Services clients.Supported other IT staff in improving operations and resolving issues to deliver outstanding customer service. Show less Delivered an exceptional level of service to each customer by listening to concerns and answering questions. Resolutions delivered on time and updates provided at regular intervals.Logged incidents and requests, categorising and prioritising them. Managed the lifecycle of incidents and requests, escalating as appropriate then closing them when the user was satisfied.Created documentation for key operational processes and procedures. Reviewed documentation to ensure it was up to date and relevant.Became a highly valued member of the team due to my deep understanding of technical processes. Show less

  • Technical Consultant

    Apr 2024 - now

  • Senior System Administrator

    Nov 2019 - Apr 2024

  • System Administrator

    May 2019 - Oct 2019

  • Junior System Administrator

    Oct 2017 - May 2019

  • IT Service Desk and Operations Analyst

    Jul 2014 - Oct 2017