Chris Gibson

Experience

• 

  The Security Watchdog

  May 2010 - Jan 2014

  During my time at The Security Watchdog I have been promoted into the IT Development and Support Team; My roles include; dealing with 1st line IT Support for the custom software that is used by The Security Watchdog, creating high-quality professional reports on system statistics and creating documentation (wireframes, process flow charts, user-case and UML Diagrams) to assist with the continued development of the custom web-based application. My other primary role is as a QA Tester, in which I test newly developed features of the custom software. Show less

  • Systems Support Analyst

    Aug 2012 - Jan 2014

  • Screening Executive

    May 2010 - Aug 2012
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  Game Retail Ltd.

  Apr 2014 - Jun 2015

  Team Co-Ordinator
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  Foundation IT

  Jul 2015 - Jun 2018

  • Escalation point for a team of 1st and 2nd Line Support Analysts for an industry leading MSP.• Primary contact for a worldwide client, working alongside their internal ServiceDesk function.• Documenting existing and new processes for clients, as well as making improvements to existing documentation.• Performing system "audit" tasks when requested, such as performing Disaster Recovery tests and providing a report on their effectiveness.• Automating processes using PowerShell v5.0• Utilising SCCM to deploy applications and Windows Updates to 2000+ endpoints. • Working onsite at client offices when required. • Providing solutions to customer problems within service level agreements.• Liaising with 3rd party vendors to ensure timely delivery of solutions and installation of replacement equipment to meet our SLA commitments to clientsSkills Include:• VMware ESX 5.5, 6.0, 6.5• SCCM 2012 (Windows Update deployment and Application Deployment)• PowerShell scripting and module creation• Backup Systems (ARCServe 16.5, ARCServe UDP, Veeam)• Microsoft Active Directory and Group Policy• SANs (DELL Compellent, DELL EqualLogic, DELL MDM, HP 3PAR)• Windows Server 2003 to 2016 (Deployment, monitoring and troubleshooting problems)• ITIL Framework (ITIL v3 Foundation achieved)• SolarWinds Monitoring Suite configuration and reporting, including scheduled updating of custom properties)• Microsoft Hyper-V• Microsoft Visio (creation of network diagrams) Show less • Ensuring that all support customer calls are handled effectively.• Ensuring that all customer systems are patched and operating optimally.• Providing solutions to customer problems within service level agreements.• Directly delivering solutions to customer problems and where necessary organise the appropriate resource to deliver solutions in the fastest time possible.• Liaising with the consultancy team to provide rapid solutions to customer and internal problems.• Liaising with 3rd party vendors to ensure timely delivery of solutions and installation of replacement equipment to meet our SLA commitments to clientsSkills Include:• VMware ESX• Server hardware architectures and systems.• Strong configuration and troubleshooting experience.• Strong written and oral communication skills, good telephone manner.• Backup software / methodology.• Storage architectures and systems – DAS, NAS, SAN, iSCSI, FC.• Microsoft Active Directory, Group Policy & Exchange from 2003 up to latest version Microsoft Windows Server from 2003 up to latest version.• Firewalling• Dell, HP & Cisco Networking• ITIL • Solarwinds Monitoring suite• Microsoft Hyper-V Show less

  • 2nd Line / 3rd Line IT Support Analyst

    Jul 2016 - Jun 2018

  • 1st Line Support Analyst

    Jul 2015 - Jul 2016
• 

  Datto EMEA

  Jul 2018 - May 2021

  Supporting the core Datto products.

  • Technical Support Engineer II (2nd Line)

    May 2019 - May 2021

  • Technical Support Expert

    Jul 2018 - May 2019
• 

  Datto, Inc.

  May 2021 - Aug 2022

  Full stack software developer, working to better the experience of partners at Datto when engaging with Support.

  • Support Solutions Enablement Engineer

    Jun 2022 - Aug 2022

  • Technical Support Engineer III (3rd Line)

    May 2021 - Jun 2022
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  ThreatLocker

  Aug 2022 - Nov 2022

  Solutions Engineer
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  Kaseya

  Nov 2022 - now

  Support Enablement Engineer (Software Engineer)

  As a 'Support Enablement Engineer', my main task was to deliver value to the wider business by increasing the Support organizations efficiency and value, while decreasing the operating costs of the department. The project that provided the most value was used by 500+ internal employees and the companies global base of 40,000~ customer organizations. I work alongside other members of my team, and provide guidance and mentorship to help them improve their own work or understanding of design patterns. This often leads to me and the whole team gaining more understanding of issues or tasks and how to solve them, in a way that would be resilient, performant and could be easily updated or changed later. Collaboration is an important part of my role, whether that is internally with other members of my team or with other internal stakeholders.The position is a fullstack role, which involves both Backend architecture and Frontend Design, as there are no other dedicated teams for this. This has allowed me to get a deep understanding of how backend engineers and frontend engineers can collaborate, as well as important considerations that need to be taken into account when designing a new service or application. Show less