Responsibilities included administration of the Windows network, computer and telephone system administration, prioritise and schedule problem resolution keeping within defined service level agreements.

Responsible for solving customer incidents which includes Microsoft exchange, POP, IMAP, DNS and SMTP issues. Troubleshooting client side mail applications and involved in customer walk-throughs.

* Served as an escalation point. * Implementing, configuring, and troubleshooted: * Cisco firewall (ASA/PIX) * Cisco IDS/IPS * Application firewalls (layer 7) * Load balancers (CSS, F5, Webmux, Brocade) * IP routing and switching * SNMP and monitoring platforms * DNS (A records, CNAMES, MX records, Authority Section, TTL values.) * Regularly troubleshooting customer’s IPSEC client and site-to-site VPN connections.

* Providing and managing 1st/2nd/3rd line customer support across Europe, Middle East and Asia. * Ensuring compliance with the defined Service Level Agreements. * Creating and maintaining successful business relationships with customers and partners. * All EMEA escalation management for the network security products. * Help create, pilot and drive adoption of KPIs within the UK team. * Reporting of current progress, blockers and successes, to Senior Management. * Primary contact for cross-departmental stakeholders, including Sales, Marketing, Presales, NOC Engineering, Product Management and Managed Hosted Services. * Prioritization and management of third line and Engineering involvement. * Training and enablement for local and wider teams. * Driving analysis, initiatives and implementing positive change, in order to improve customer experience, customer satisfaction, service quality, self-service channels and support programs. * Working with all regional customer support teams in North America to ensure the success of Rackspace’s 24x7 follow-the-sun operation.