Matthew Palmer

Experience

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  Sitel

  Jul 2005 - Jul 2008

  IT Service Desk support for EMEA region. First line fault logging and fault fixing in accordance to ITIL Standards and meeting SLA's.24 hour on-call supportTraining material writing for the SD Role. Delivery and training of BT Broadband Products, including first iteration of BT Vision and BT IP Telephony. Writing BT Training material and teaching adult classes for call centre support. Liaising with Clients and Operations to ensure training matched industry expectations and provided great customer service for BT Customers. Delivery and training of in game customer support, specifically titled Games Master training for an online MMORPG - Activision/Blizzard.Writing and adapting training to suit client (Activision/Blizzard's) brief. Designing whole interactive training package and assessing candidates. Training over 120 multilingual staff (French/German/English). Interviewing and recruitment of staff.

  • IT Service Desk Analyst

    Jul 2006 - Jul 2008

  • Learning Specialist

    Jan 2006 - Jul 2006

  • Learning Specialist

    Jul 2005 - Jan 2006
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  Sage

  Jan 2008 - Jan 2010

  IT Service Desk

  1st line support for all IT Issues at Sage via the Service Desk. Service logging and first time fault fixing including password resets, hardware fault diagnostics, internal CRM system fixes and telephony inclusive of below systems:Windows XP/7AvayaSage CRM Systems (internal)Active DirectoryExchange 2003Laptop Maintenance.Symantec Ghost Imaging During my time at Sage I was IT's mobile telephony contact for all of Sage UK (300 remote workers) including delivery and coordination of service provider migration project. Show less

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  Soil Machine Dynamics Ltd

  Jun 2010 - Dec 2015

  IT Technician

  IT Technician at Soil Machine Dynamics Ltd, providing technical support to SMD's sites across the world (UK, Houston TX., Singapore), new PC setups, server and network maintenance and ERP maintenance. Managing and upgrading 400+ PCs and managing Mitel telephone system. Working with the latest software including, but not restricted to:Hardware/Software Installation & Maintenance.Windows 98/NT/2K/XP/7/8.Mac OSXHP PC Repair & Installation including laptops.Dell PC Repair & Installation including laptops.MS Office Suites - 97 - 2013.ACAD Packages including Inventor & Vault.Server Installation/Maintenance - Server 2003 - Server 2012 inc DNS/DFS/AD/WSUS/WDS. WDS Image CreationSystem Center Installation inc: Config Manager/System Center. SQL 2008 installation.MS Exchange 2010 Full Installation, planning and migration. VMware 5+ running all servers for SMD.Room fitting for network infrastructure.Sitewide WIFI configuration.MITEL Telephony Maintenance.BES Express and mobile telephony maintenance. Network creation and implementation.Microsoft Server 2008 R2 Courses Certification - 6420B & 6421AOracle Database Administration Certification - Workshop 1VMWare VSphere FastTrack Show less

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  Houghton International - Electro Mechanical Innovation

  Jan 2016 - Apr 2016

  IT Technician
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  END.

  Apr 2016 - May 2020

  • IT Manager

    Mar 2018 - May 2020

  • Systems Administrator

    Apr 2016 - Mar 2018
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  Homes England

  May 2020 - now

  • Infrastructure Operations Manager

    Aug 2021 - now

  • Infrastructure Engineer

    May 2020 - Aug 2021