1. Page 1 of 3
Christopher Alan Peacock
12 Tintagel Close, RG23 8JE, Basingstoke
Telephone: 01256 473673 , Mobile: 07879 873855
Email: ChrisPeacock7@chrispeacock7.plus.com
Professional Profile
I have over 10 years’ experience in the helpdesk/server/datacentre/network fields. Possess
practical knowledge in technical and management expertise having shown exceptional team
working abilities with notable records of working with Windows, AD, servers, IP networking, fibre/
optical transmission for and with different industries.
I am equipped with strong analytical and quick thinking abilities used in diagnosing,
troubleshooting and solving customer network problems. Proven to be competent in offering
technical and non-technical support within an organisation and to clients ensuring that proper
feedback is made to the client’s satisfaction. Dynamic communicator with outstanding time
management skills and a talent for delivering duties with great accuracy within SLA.
Career History
Datacentre/Networking/Helpdesk/NOC Team Leader/Engineer, Ultima
Description: Bought on board to use my experience in NOC management, while
remaining within the 24x7 team. Required to provide 1st
– 2nd
line technical
expertise, and team management/guidance reporting to overall TSC manager.
Technologies involved:- Windows, AD, Exchange, Cloud, Checkpoint, Cisco, IP
This role involves:- SAN, server & network failures, website issues, email issues,
SQL & backup jobs, roll out patching, pushing out firewall policies , Network
switch/router/ISP circuit failures. I act as MI contact, and 1st level escalation
 Team & Shift management, while being a technical engineer
 Responsibility for smooth running of customer systems & networks, as well
as internal systems and networks
 Responding within SLA’s to break/fix situations, responsible for satisfactory
conclusions
 Liason with on-call engineers, 3rd
parties, customer & field engineers where
required
 Customer liason at all levels, expectation/escalation management, reporting
internally upto board level if required
Oct 2016-
Jan 2017
Helpdesk/IP/Datacentre/Optical Transmission NOC Engineer, Zayo (Formerly
Viatel) 2011-2016
Description: Working within the 24/7 team for a Datacentre, IP & Transmission networking
company. Providing 1st
and 2nd
line network support on 24/7 day/night shifts and acting as
escalation & major incident manager. Off-shift support where required.
Technologies involved:- Windows, AD, Exchange, Cisco, Huawei/Ciena optical/transmission
networks
This role involved:- Helpdesk/Escalation/Major Incident procedures, Cisco IP/Optical networking
(Ciena/Huawei/Cisco) , Datacentre/HP blades & support, ASA & checkpoint firewalls, ,
Exchange/AD accounts/Remote support (XP, Win 7, 10),

2. Page 2 of 3
 Working on a combined transmission (WDM/SDH) & Cisco IP network, with knowledge of
both,
 Overall accountability for monitoring & responding to customer faults, internal/external
windows faults, external IP & optical networking faults, all within stated SLA’s, monitoring
site management systems
 Handling customer enquiries, queries and suggestions by phone or email and ensuring
feedback is made, escalations & (P1) major incident management.
 Establishing processes & procedures, shift handovers, shift rota, call out rota, etc.
 Vetting & introducing new team members, initial training, then subsequent mentoring. (24x7
on-call for tech /process questions)
Shift Team Leader, 2e2 Network Operations Centre (NOC) 2007-2011
Description: Provided 1st
and 2nd line network support on 24/7 day/night shifts. Initially moved to
the Network Operations Centre, requested to add Windows networking experience to a
predominantly Cisco based team, due to the adoption of various 24x7 server/AD monitoring OOH
tasks.
 Monitored NOC’s core customers network infrastructures proactively, which was primarily Cisco
based (switches/routers/firewalls, Ethernet circuits)
 Monitored Datacentre customers, with 2008 servers, VM ware, required to fault/fix.
 Actively involved in diagnosing fault alarms from monitoring systems, then fixing/managing fault
fix for both Cisco and MS Win O/S’s
 Kept customers abreast with information on fault fix progress, within an ITIL/SLA based
framework
 Provided organisational support as the escalation point and P1 manager for the team
 Determined change scope, approved change and undertook changes within an ITIL based
environment
 Played a crucial role in updating monitoring systems, team processes and procedures when
and where required (SharePoint 2007 admin)
 Actively involved in vetting, mentoring, training, developing and ensuring off-shift support of the
NOC team
 Managed the shift/callout rotas in order to ensure that there was full coverage and activity at all
times
 Liaised with other 2e2 helpdesks/departments for to ensure a smooth coordination of OOH
activities
3rd line Helpdesk and Network support, 2e2 Nuffield Hosp. Group Service
Desk
2006-2007
Description: Environment consisted of 44 sites which were all subnetted and with associated
OU’s. Assumed the roles of an escalation manager in this contract and was required to operate
within an ITIL environment.
 Provided support for Citrix Mframe/ICA client based apps, based on SQL2000, Exchange 2000
 Assumed the responsibilities of a Systems administrator for Enterprise Asset Management,
System and interrogation of AD for reporting purposes
 Supported Nuffield Hospital Group remotely on WinXP within AD W2K/3 domain
 Trained, developed and mentored 1st and 2nd line support personnel on network support
issues
 Played a key role in providing advice on new 2e2 AD contracts and upgrades to existing
environment

3. Page 3 of 3
Education
BA (Hons) Business Studies
University of North London
MCSE W2K
2003 SGS, Woking
CCNAV3.0
Training Square (Expected 2017)
MCSE 2012, Server Infrastructure
Training Square (Expected 2017)
Personal details
Driving licence: Full/Clean
Interests: Motorcycling, music, mountain-biking/cycling, cooking, reading, house DIY
still!
References are available on request