Jamie Natley

Experience

• 

  Excel Airways

  Mar 2007 - Sept 2009

  Service Desk Analyst/ IT Support

  Provided Internal Desktop Support to over 500 people working for Excel Airways. Maintaining Printer toners, building Computers, Maintaining Security and rolling out new licence keys with Sophos Anti Virus, Installing and Maintaining Windows Applications and In house Bespoke Applications, resolving all user issues including Email Active Directory. Routine trips to London Gatwicks XL Office for further support requirements.

• 

  FluidOne - Horsham office (formerly SAS Global Communications)

  Mar 2009 - Dec 2011

  NOC Engineer

  • 1st/2nd line network and desktop support • Worked in an ITIL environment with Microsoft Gold Certification• Extensive communication with end users, BT and 3rd party helpdesks• A BT partner dealing with Cisco network Infrastructures• Troubleshooting PSTN, ISDN and ADSL faults• Provided technical desktop, telephony and network support to over 100 private business customers• Proactively monitored thousands of integrated networks using Orion Solarwinds• Used Richmond Systems Ticketing software to manage incidents and service requests• Blackberry phone support• Remote Go to Assist and Log me In support• Fault logging with BT Enterprise Broadband and BT Plus Net Portals• Zeacom Desktop Support• RSA Token VPN management Show less

• 

  Updata Infrastructure

  Jan 2012 - Oct 2017

  Senior NOC Engineer 24/7 Shift

  • Deputy Team Leader• Works closely with the team leader to bring new ideas and improvements to the team• Mentors and train new NOC engineers• Escalation point for customer queries and concerns• Updates and creates new process documentation, guides and protocols• Working closely with various Tier 1 and 2 providers including Cogent, Tata, Level 2, BT, Virgin Media, KCOM and ZEN Internet.• Liaises with Service Delivery Managers, Technical Design Analysts and Major Incident Managers • Liaises with BT Open reach Engineers for Exchange troubleshooting between handover points (MDF/HDF)• Provides C+ WAN Support for the Capita Group Internet• Provides and maintains the MPLS network for the UK Public Sector including 20% of all UK Schools, Councils, NHS, Universities, Fire stations and Libraries • IL3 network support for the Police with obtained NPPv3 Security Clearance.• Troubleshoot network faults on Cisco and Juniper devices• Troubleshoots incident and service requests while working within strict SLA’s to provide a timely resolution• Updata Incident management using a bespoke modified version of BMC Remedy (MAGIC)• C+ Incident management using BMC Remedy• Fault logging with 3rd party portals including BT SMC, Wholesale, ECO Repair, Enterprise Business Broadband and Talk Talk My Net• Proactively monitors over 10,000 customer networks using the Orion Solarwinds and CACTI tools.• IOS Upgrades for Cisco hardware and Various Vendor DSLAMs (Zhone, Actelis, ADTRAN)• Configuration changes on Cisco routers, Switches and vendor DSLAMs• Manages network migrations and new provision installs• Manages all 3rd party planned engineering works for Updata and Capita customers• Creates customer facing network topologies on Network ATLAS, a Solarwinds back end system Show less

• 

  TalkTalk

  Nov 2017 - now

  Network Incident EscalationsSystem Incident EscalationsIncident management improvementsTicket quality improvements Post incident reviewsProblem Management Upskilling and trainingCreating and Implementing NOC processes Service Reviews with 3rd party Suppliers

  • IOC Senior Operations Engineer

    Sept 2020 - now

  • NOC Shift Supervisor

    Nov 2017 - Sept 2020
• 

  PXC

  Mar 2024 - now

  Senior Operations Engineer

  Senior Operations Engineer within the Integrated Operations Centre.SME for Helix Dashboards, Helix ITSM, Power BI, Power Automate, Power Apps, Sharepoint Design, Quality and Process implementation.