Marc Saunders

Experience

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  Echo Communications

  Mar 2006 - Aug 2007

  Communications Engineer
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  Alternative Networks

  Aug 2007 - May 2011

  Communications Engineer

  Responsible for installation and maintenance of mitel voip products to the SME markets.

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  Daisy Group PLC

  Jan 2011 - Jan 2013

  Senior Communications Engineer

  At Daisy Communications, I was functioned as the Lead Engineer for hosted voice solutions, providing technical support to enterprise customers of Daisy, a UK-based IT support provider.Moreover, I led the implementation of a resilient, call-center-driven solution for a major food distributor, covering up to 60 sites.Following are some of my key accomplishments:• Played a crucial role in the installation and maintenance support for a large customer base of Mitel users across the UK, contributing to the seamless operation of Mitel systems.• Attained the newly created Mitel Certified Professional qualification, showcasing a commitment to professional development and expertise in Mitel technologies.• Acted as a critical contributor to Daisy's nationwide team by providing 2nd line support for engineers. Show less

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  Charterhouse Voice & Data plc

  Jan 2013 - Jan 2016

  Mitel Engineering Team Leader

  As Systems Engineer Team Leader, I oversaw the installation and upkeep of communication solutions, spanning various vendors with a primary focus on Mitel and HP, for a London-based IT support provider. I was entrusted with designing and conducting training workshops for in-house engineers and clients, ensuring comprehensive knowledge transfer and skill development. Being positioned as the pivotal escalation point for 1st line and field engineers, I managedclient escalation issues with a keen focus on swift and effective resolution.Some of my contributions to the organization include:• Contributed to enhanced procedural clarity by conducting on-site field surveys and meticulously preparing technical narratives to document processes/design changes.• Led and directed a team of five technical professionals, fostering a collaborative, efficient work environment.• Maintained IT systems integrity and reliability by developing preventive maintenance, backup, and data recovery procedures.• Enabled the end-to-end customer onboarding process tracking by creating lifecycle documents for the engineering team. Show less

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  Applied Computer Technologies

  Jan 2016 - Jan 2021

  Senior System Engineer

  At Applied Computer Technologies, I oversaw end-to-end technological aspects of the organization, encompassing Cloud Computing, Voice Systems, Networking, and IT Hardware Components. Moreover, I provided support for end-user desktop solutions in Mac and Windows environments and steered the design and implementation of complex systems focused on enhancing the IT infrastructure's functionality and performance.A small section of my noteworthy accomplishments include:• Played a pivotal role in innovation by installing the island's first Teams hybrid voice gateways, contributing to advancing communication infrastructure and technologies in the region.• Led the design, installation, and support of bespoke solutions catering to clients' distinct needs across Bermuda.• Identified potential bottlenecks and optimized system resources, improving system scalability and cost efficiency.• Minimized downtime and customer impact by providing technical expertise and support to internal stakeholders, troubleshooting complex system issues, and providing timely resolutions. Show less

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  Aspen Insurance Group

  Jan 2021 - Jan 2022

  Infrastructure Engineer

  As Infrastructure Engineer, I executed planned maintenance and upgrades for all Microsoft and VMware systems, ensured stable, reliable infrastructure, supported new servers' development, deployment, and provided valuable assistance in the rollout of Teams voice across the enterprise.Below listed are a few of my key achievements:• Played a pivotal role in a contract position with a global insurer as a vital infrastructure team member in the maintenance and support of a large VMWare-based enterprise, successfully ensuring the seamless operation of critical systems.• Spearheaded a team of engineers to migrate a legacy solution to a new cloud tenant. Completed the migration in an impressive 40 days, significantly surpassing the expected timeline of 90 days, thus showcasing adept leadership in optimizing project timelines.• Positioned as a key person of contact for troubleshooting issues and liaising with different departments while demonstrating a wide scope of knowledge. Show less

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  Core Specialty Insurance Holdings, Inc.

  Jan 2022 - Jan 2023

  Cloud Support Engineer

  As Cloud Support Engineer, I integrated Active Directory with Azure AD, ensured correct software operation over remote connection, and built, coached, and managed an internal operations team to monitor, maintain, and troubleshoot Azure, Mimecast, and Workday infrastructure systems.Among my notable accomplishments, I:• Oversaw the planning and execution of projects focused on migrating existing legacy software platform to new Azure tenant, including users and gateways from end-of-life environment and roles/credentials setup.• Exhibited a high level of proficiency in identifying and resolving diverse technical issues for customers, ensuring minimal disruption and maximum satisfaction.• Skillfully assessed individual customer needs, adeptly recognizing challenges or issues, and successfully provided tailored solutions that precisely addressed their requirements.• Maintained a proactive approach to staying informed about the latest technologies and industry trends, orchestrating and delivering up-to-date, effective customer support. Show less

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  Notting Hill Genesis

  May 2024 - now

  Cloud Infrastructure Analyst