Daniel Ferris

Experience

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  Claranet

  Oct 2002 - Oct 2007

  Managing the workload of the Technical Support Team, assigning and delegating tasks appropriately to ensure compliance with all agreed service levelsMonitoring and assessing the performance of the team; producing statistical reports detailing productivity for delivery to senior managementProviding the main point of contact for the team and all other departments regarding any technical issues or general enquiries.Producing and implementing training documentation for new starters as well as existing employees on the new and old systems and procedure; also where needed, training members of staff on troubleshooting guidelines and internal systems. Show less Supporting customers on an email and telephone basis, with regards to technical enquires. For example helping them with setting up their internet services i.e. dial up connections, ADSL and managed ADSL services, email client set up, support on the different customer portals and customer request for DNS changes.Service Managed support duties involved supporting the top 100 customers either via email or telephone on issues ranging from connection problems to email delivery issues, also this involved liaising with different departments within the company to ensure SLA were met and that the customers were kept happy.The Abuse Team role involved, dealing with spam, copyright infringement, and other illegal activities. This involved investigation of complaints from customers and other external parties i.e. checking email headers to track where emails were coming from, also logging into our own mail servers and looking at the logs to see why customers SMTP traffic was being blocked. Also on occasion is was my job to investigate and request removal of IP addresses from RBLs (Realtime Blackhole Lists) to ensure that customers were able to send emails externally to their clients. Show less Supporting home users via email and telephone with regards to setting up there internet connections i.e. ADSL modem installations and dial up connection set up using wizards or manually (via INETWIZ). Also my duties involved dealing with billing enquiries and the updating of payment details on our internal systems. Where necessary we would advise new and existing customers on product recommendations i.e. dialup accounts, ADSL services and email and anti spam solutions to help improve there internet experience. Show less

  • Team Supervisor

    Jun 2005 - Oct 2007

  • Business Support /Service Managed Support/Abuse Team

    Feb 2004 - Jun 2005

  • First Line Support Agent

    Jan 2003 - Feb 2004

  • Provisioning Agent

    Oct 2002 - Jan 2003
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  Easynet Ltd, London

  Oct 2007 - Nov 2010

  Responsibilities include the general day to day setting up of new web hosting, email and anti spam services that are sent as new orders from the order management teams. Followed by contacting/emailing the customers to inform the completion of these services or to provide them with login details. DNS management for customers i.e. adding/removing/editing their current MX or A records on their domains to point to newly provisioned services or out to external companies.Transferring of domains internally and externally this means liaising with the customer and external registrars.IP allocations, this duty includes the allocation of external and internal IP ranges for customers and internal departments by using relevant tools to send requests to RIPE to assign IP blocks to customers; also when necessary reclaiming IPs that customers are no long using so they can be reallocated. Show less Responsible for reporting and managing or all ADSL Option 4, SDSL and bonded SDSL circuits for all customers within the Easynet Group.Liaising with BT and reporting back to the customers/project managers on the progress of their faults and trying to resolve the issues as soon as possible.Producing reports after each fault has been closed detailing actions taken, times taken to resolve and also specific details of the nature of the initial fault.Undertaking the testing of all new circuits provisioned to ensure they have been installed correctly and so that they are delivered within SLA; if faults are found then reporting these and notifying relevant teams of your findings. Show less

  • Domain Specialist

    May 2008 - Nov 2010

  • Provisioning Line Faults Engineer

    Oct 2007 - May 2008
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  Claranet

  Jan 2011 - Jun 2013

  Working closely with Purchasing and Solution Engineering teams to agree delivery plans for all new orders including key phases, tasks, communication plan and timelines.Ensure that updates on all orders are communicated effectively and promptly and where appropriate personally delivering specific updates. Ensuring quality assurance guidelines are adhered to.Managing all customer experiences throughout the service delivery phase, across all delivery teams.Effectively managing and aligning services to ensure installations across all products are proficiently delivered.Delivering projects and tracking all costs incurred, working alongside account managers to pass accurate charges onto customers and chase within set time frames.Coordinating with Engineering and Support teams, ensuring appropriate handover of tasks/documents/actions as orders progress to completion, where necessary tracking delivery of hardware/equipment to customer sites.Management of hosted applications/server solutions, whether they be physical or virtual.Production of weekly Work In Progress reports, highlighting monthly delivery targets, delivery schedule of all orders in progress, problem orders, etc.Managing change requests for orders in progress with Sales Operations. Where necessary liaising with Solution Architects, gaining appropriate customer approval for any additional cost.Identify any area of risk to order progression and ensuring these are understood, communicated and minimized.Handing over all orders to both the customer and support function in a timely and professional manner.Working closely with suppliers to deliver 3rd party services and manage jeopardy situations, i.e. Telco wayleaves.Supporting Project Managers with Project Documentation such as RAID Logs, WIP reports using SharePoint.Attend Project Initiation, Project Review, and Project Closure Meetings.Work with the Service Managers to build strong relationships with customers, by attending reviews. Show less Responsibilities include the general day to day setting up of new web hosting and were necessary registering new domain names with the relevant registrars.Transferring of domains internally and externally; liaising with the customer and external registrars.Ordering of new ADSL via BT eCo and BT Wholesale on IPStream or WBC platforms and where necessary raising expedite requests.Ordering of Ethernet services via BT Wholesale.Ordering of PSTN lines through Gamma Telecom.Creation of Messagelabs services for domains. Show less

  • Project Coordinator

    Jul 2011 - Jun 2013

  • Purchasing Specialist

    Jan 2011 - Jul 2011
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  HSo

  Jun 2013 - Jun 2014

  Project Coordinator

  Ensuring the correct order details are entered onto the Company’s Order Scheduling System adding supplementary information where required.Ordering all necessary hardware, software, third party services and internal labour/services required to complete each customer order in accordance with the Company’s contractual obligations therein.Manage internal resource to ensure projects meet deadlinesLiaising with the project managers and assist with the delivery of successful projects Liaising with third parties to ensure all equipment, software, and services are delivered to schedule and (where required) installed to specification in accordance with our contract with the customer & relevant Company policy/guidelines.Ensuring that our third party Network Management Centre and internal Customer Services Centre are kept fully abreast of developments/progress with each order (either manually or where possible via continual updates to the Scheduling System/Intranet/Extranet).Dealing with/resolve any re-work required (within the terms of the contract), in order to satisfy the customer, gain their acceptance and officially hand-over the new service in each instance.Promptly responding to customer queries regarding orders at any time either directly or via the Customer Service Centre and/or Company Intranet/Extranet depending on how such inquiries originate.Ensuring that all necessary steps are taken to successfully trigger the billing process once a project is completed and signed off by the customer.Working with Technical Services to ensure they have the relevant information required in each case to update their strategic network fundamental planning process and file new “as-built” records.Manage stock to ensure equipment is always available for project related work.Reporting – update and provide weekly / monthly forecast information. Show less

• 

  Vislink

  Jun 2014 - Jun 2015

  ADL Project Support Officer

  Assisting in the delivery of a high value complex technical project to UK's law enforcement agencies.To support the Project Manager in the delivery of the Vislink ADL Project. Administering the project and providing specific expertise in the planning and control software used. Acting as the main interface with Client and User Organisations on ICT and project methodology. Relationships:a) Reporting to: Project Managerb) Accountable for:Deputise for the Vislink ADL Project Team Project Manager and support him in all of his activities, this includes:Setting up and maintaining project files. Establishing document control procedures and updating plans as directed by the Project Managers.Administer change control, compile, copy and distribute all project management materialAssist with the compilation of reportsAdminister the Daily log, Risk Log, Quality Log, Issue Log and implement the communication plan. Liaison with Development Engineering and Operations to ensure product/equipment is available to the project schedule.Ensuring that contract conditions are complied with.Act as the main point of contact with the Client and User Organisations on security and access matters. Show less

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  Updata Infrastructure

  Jul 2015 - Apr 2017

  Project Coordinator

  Gathers all project information: schedules, data requests, assignments, tasks, and project meetings.Working with project team to understand and assist with tracking all work, task and project assignments.Working with Project Manager, assist in developing a comprehensive workflow process for project.Monitor and modify project schedule as assigned.Maintain document control, database management, track project activities and team communication.Assists project team and team lead in strategic meetings and follow up with meeting notes.Schedule project follow up meetings as needed.Develops and publishes communications to project shareholdersDevelops and review project status and reports.Organising internal and external resources for project deliverables.Ensuring successful handover from implementation to support phase. Show less

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  HM Revenue & Customs

  Apr 2017 - Jul 2020

  • Programme & Product Management

    Dec 2017 - Jul 2020

  • CDIO Project Support Officer

    Apr 2017 - Dec 2017
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  HM Courts & Tribunals Service (HMCTS)

  Jul 2020 - now

  • Senior Project Manager

    Jun 2021 - now

  • Project Manager

    Jul 2020 - Jun 2021