Russell Jaques

Enterprise Voice Engineer

My roll provides IT support to all levels of the business for the London sites with approximately 10,000 users that includes working in a high-pressure Tech Lounge walk up service, desk-side support and remote support. 1st support 2nd support Assisting employees with hardware, software and networks (LAN & WiFi) issues. Troubleshooting and Administration of hardware and software on laptops (HP, Lenovo , Mac books) and Desktops (HP, Dell, iMac) Supporting Windows/Microsoft and Mac OS and Maintenance of HP/Samsung printer hardware Manage UK-Wide UAT test cycles as part of the Lync 2013, Skype for Business, Intune, MacBook projects Maintain effective and regular communication with key stakeholders ensuring all IT requirements are captured thoroughly and implementation according to Deloitte standard. Vendor management, including building and managing relationships with 3rd Parties. Managing events; including setting up IT Equipment, liaising with 3rd Party Vendors, supporting on the day(s) and providing feedback for future events Administrator rights on Windows Server/ Active Directory/ Microsoft Exchange 2010/2013/ Azure portal - responsibilities include OU changes, Asset Moves, Group Permissions Managing 3rd Party mobility applications such as Intune, Blackberry Works and troubleshoot any issues only escalating if ticket requires 3rd line support Administration of hardware and software on laptops (HP, Lenovo) and Desktops (HP, Dell) Maintenance of HP/Samsung printer hardware, Polycom VoIP phones Smart phone android and IOS support/troubleshooting. Intune Support

Unified communications engineer within Deloitte under contract for ITM LTD, having held the position for 5 years My areas of responsibility in the role of Unified communications engineer included 3rd line IT support to over 20,000 users across the UK. IT UC Technical Analyst, Employed by ITM Ltd for Deloitte, October 2013 – January 2019 Responsibilities: • Provided 3rd line IT support to over 20,000 employees throughout the UK, including, triage support for SfB Server 2015 infrastructure (on-premises & cloud), Microsoft Exchange 2010/2013/ Sonos Gateways (SBC 2000 and SBC 1000), competella, troubleshoot network issues related to SFB, Blackberry Work messaging (Good), Polycom AV systems and CCE9, Active directory, IDMS and SQL database maintenance. Day-to-day responsibilities included: • Responsible for Provisioning users for EV and UM • Responsible for creating and maintenance of Response Groups and Common Area phones • Proficiently troubleshoot Enterprise Voice faults • maintenance of Sonus Gateway SBC 2000 and SBC 1000 devices • Call centre integration to Skype for Business - maintenance of Competella • maintenance of the SfB Server 2015 infrastructure • Working with Logger, Snooper and CLS • utilising monitoring tools including SCOM • Experience with Windows Server 2008, Windows Server 2012 & Hyper V technologies • Carrying out changes (under RFC) that included Load Balancing and Fail-Over procedures • liaising with 3rd Party Vendors such as level 3 • Bonding ISDN lines • Maintenance of Microsoft Exchange • Tracing emails • Whitelisting domains • Symantec messaging gateway portal

This position took me all over the UK and Europe. Working on behalf of Datacom Cabling for the MOD, P&O, London stock exchange, Norma Bank, Liffe bank, BNP Paribas, News international, Kimberly Clarke and many more. Task included desktop support, Installation & testing of Fiber optics, CAT5/5e/6- UTP/FPT/STP, Installation & test voice cable, Installation & test coax cable, supervising a team & man management, working to plans & deadlines, while working safe and within licenses.