Stuart Maclean
Summary
I am an accomplished senior systems administrator with over 19 years of experience managing server infrastructures and data-centre operations across multiple platforms. I have provided Level 3 technical support for at least 10 years throughout my career. I effectively plan, install, configure and optimize the IT infrastructure to consistently achieve high availability and performance. I have proven ability to create and deliver solutions tied to business growth, organizational development, and systems/network optimization. I am an excellent problem identifier and use my knowledge to troubleshooting skills to resolve issues within the agreed service level agreements. I am very happy to work alone but am also an excellent team player. I also have lots of experience training junior IT engineers to build their skillset to the required level.
Overview
19
19
years of professional experience
Work History
ICT Senior Systems Engineer
Childrens Health Ireland
11.2024 - Current
- I currently work cross-site between temple street and Crumlin hospital working as a senior systems engineer. I look after all IT issues within the hospital and surrounding offices.
- Oversee the day-to-day work of the Digital Health Service Desk incidents at the applicable locations.
- Supervise the provision of technical support to end users where required.
- Define (adapting current CHI materials as necessary) processes, procedures, guidelines, and knowledge bases to support service desk staff in answering calls, providing satisfactory solutions to service requests, problems, and incidents, and identifying appropriate transfer and escalation points for calls that cannot be resolved directly.
- Act as an escalation point for unresolved calls and ensure timely resolutions.
- Provide guidance, assistance, and training to service desk staff.
- Participate in hardware and software evaluation and selection processes.
- Ensure proper documentation standards and timely completion by staff.
- Lead assigned projects and initiatives (both local and CHI-wide), particularly service-related projects.
- Interact regularly with management, users, and staff to improve service delivery.
- Liaise with Digital Health Department managers to implement agreed improvements consistent with best practices.
- Engage with technology and application vendors, recommending changes and improvements.
- Develop relevant technical knowledge and identify training needs for both yourself and service desk staff.
IT Lead Engineer
Mars Capital Limited
11.2022 - 08.2024
- I am working as the IT lead engineer in an IT team of 4 people. We are supporting 350 users both in the office and remotely.
- As the lead engineer I am the point of contact for all technical queries from the IT team.
- I manage the service desk and look after all tickets including escalations.
- It is my job to make sure that tickets are responded to and actioned within the agreed service level agreement.
- Building and configuring all new hardware required including servers and laptops.
- Supporting users on all Microsoft technologies and inhouse applications.
- Troubleshooting and resolving any peripheral device issues in the office.
- Working from service now on all incidents, access requests and change requests that have been raised.
- I need to make sure that all requests meet the agreed service level agreement and get resolved within that.
Senior Project Engineer
New Ireland Assurance
04.2022 - 11.2022
- I was brought in as the lead project engineer on a 6-month contract.
- The project consisted of a windows 10 rollout, office 365 migration and a Microsoft teams upgrade.
- I worked with the project manager and engineers from Kyndryl who are doing the migrations with the users.
- My role was to oversee the migrations and make sure that the users have a smooth transition to windows 10.
- I also setup a query mailbox to troubleshoot and resolve any issues the users have post migration.
- We successfully upgraded 330 users in total.
Senior Project Engineer
Irish Times
10.2021 - 03.2022
- This role was a 6-month project role to migrate 800 users to Microsoft 365.
- I worked with the project team daily to plan, install and configure the Microsoft suite of applications for each user.
- I had scheduled migrations each day with various users from different lines of business.
- Once the migration was complete, I would also give the users a brief overview of the Microsoft 365 applications.
- When I had no migrations scheduled I troubleshooted issues the users have from a support query mailbox.
Infrastructure Engineer
FNZ UK Limited
04.2021 - 10.2021
- This role is technical in nature and is responsible for providing high quality and timely IT infrastructure support to ensure the availability, stability, and performance of the FNZ datacentres, platforms and corporate systems.
- The team are responsible for the administration and management of all development, UAT, pre-production and production environments as well as internal corporate IT systems.
- Windows Server management.
- Very large VMware vSphere infrastructure.
- Active Directory, O365 and On Prem Microsoft services.
- Backup, Replication, HA and Recovery technologies.
- HPE Server hardware.
- VDI infrastructure estate.
- Azure services.
- EFT file and data transfer.
Messaging Team
Irish Life
07.2019 - 03.2021
- Completed UK and European migration from Exchange 2016 to Exchange Online for over 3000 users.
- Completed active directory migration from a UK domain to a European domain for over 2000 users.
- Completed an upgrade to Microsoft teams for the Irish, UK, and German offices for over 5000 users.
- Completed a security access management project within the security access management tool CyberArk.
- Create knowledge-based articles on a regular basis for our service desk and workstations team.
- This is to try and resolve issues at 1st and 2nd level support before it comes to 3rd level support.
- The articles are also used for graduates and new employees of Irish life.
- I have successfully taken part in three disaster recovery tests for both Canada life UK and Canada life Europe from our backup site in IBM.
- One week of every month I am on a service rotation when I do business as usual work.
- This involves managing our ticketing system service now.
- I am the queue manager and I assigned out incidents, work orders, tasks and changes to the rest of the team.
- I also deal with any escalations and high priority issues.
- I get my workload completed in an efficient and timely fashion and within the service level agreements.
Server Intel Engineer
Irish Life
11.2017 - 07.2019
- I am a member of the Server Intel team.
- The Server Intel team supports the Windows and Intel infrastructure of great western life Europe (GWLE) which comprises over 2400 servers both physical and virtual.
- Provided support on all Microsoft stack technologies to the GWLE users.
- The main technologies we supported included Teams, Exchange, Outlook, One Drive and SharePoint.
- Microsoft exchange administrator which involved setting up, troubleshooting and maintaining the exchange environment.
- Build, install, configure, upgrade & maintain operating system images, and related infrastructure.
- Manage problem, service and change remedy tickets and related processes.
- Ensure timely resolution and meet service level agreements.
- Proactively monitor and manage the health and configuration of the windows server environment.
- Take corrective actions based upon standard operating procedures.
- Apply and update OS security patches, system upgrades, firmware and infrastructure application changes.
- Research root cause of problems and update SOP’s as necessary.
- Coordinate, negotiate and implement systems availability and upgrade activities.
- Coordinate, negotiate and resolve technical problems and major incidents.
Windows Level 3 Delivery Lead
Hewlett Packard Enterprise Ireland Ltd
08.2014 - 08.2017
- Providing support, consultation, implementation and maintenance to 5 customers across many technologies/hardware such as but not limited to: Windows server, VMware ESX/ESXi, Citrix XenApp Enterprise edition, HP Data protector, HP ProLiant Servers (Rack Mounted Blades) HP Storage works Tape and D2D backup systems.
- My Support responsibilities are to accept support requests from GSD, Wintel Level 1/2, Senior Management, 3rd Parties and direct customer contact.
- These support requests can range from simple tasks such as permissions issues to production environment failures.
- In addition to this I am required to be on-call in the event a critical incident arises.
- My Consultation responsibilities are to consult GSD, Wintel Level 1/2, Senior Management, 3rd Parties and customers directly on best practices for design, implementation and maintenance of Production, Test and Disaster recovery environments.
- As well consulting on support issues that other support tiers can solve with knowledge sharing.
- My implementation responsibilities are to build new or migrate Production, Test and Disaster recovery environments.
IT Support
Aon Insurance
06.2014 - 08.2014
- I worked as an IT support specialist within a very large insurance company.
- My main duty while working in Aon insurance was to oversee an office refurbishment.
- My job was to setup temporary locations for up to 50 users at a time with power and network access while their permanent location was refurbished.
- I would move them to a temporary location for approximately two weeks and then move them back to their permanent location.
- During quiet times with the relocation, I worked picking up tickets in the IT support helpdesk.
- The main duties in the IT helpdesk were: Imaging new and existing personal computers, Desk moves with existing users, Email and printer issues.
IT Support Specialist
Revenue Ireland
02.2014 - 05.2014
- I worked as an IT support specialist to do a windows 7 migration across all revenue offices in Ireland.
- Our main duties were to roll out the new operating system and show the user the new graphical interface.
- We also fixed any issues with user’s software that may work differently in windows 7.
- During down periods I would also help users with any IT related queries that they may have.
- This could range from: Email Issues, Printing Issues, Software and hardware Issues.
IT Systems Administrator
Expeditors Ireland Ltd
04.2008 - 02.2014
- I worked as a senior IT systems administrator for a very large freight company with over 250 offices worldwide.
- I managed the Dublin network which had approximately 100 users but also provided remote support to the other Irish branches.
- Project Work Completed: Windows 7 deployment, Installation of new Alcatel Lucent 4028 IP phone system, Migration to Microsoft exchange and outlook 2010, New managed services print solution.
- Business as usual work: I worked from a ticketing system for all issues that the users may have.
- I troubleshooted and fixed all issues efficiently and within a timely fashion.
Field Service Engineer
Vocational Education Committee (VEC)
01.2008 - 04.2008
- I worked as a field service engineer providing IT support for various secondary schools and colleges around Dublin.
- Key Responsibilities: The deployment of all networking equipment including configuring and patching the routers and switches.
- I also patched all cables at desk level to the corresponding ports in the communications room.
- The deployment of new workstations and laptops.
- Once deployed my main tasks were to troubleshoot and resolve all IT issues that the students or teachers may have.
- I went to each school on a weekly basis and worked off a task list the IT representative would have put together.
- Setting up all students on the domain controller and managing all elements within active directory.
- An important element of the VEC was to implement good security measures to make sure it was a safe environment for students accessing the internet.
- I used security monitoring tools to provide reports of what websites were being accessed.
- I also used this to block certain websites.
Network Engineer
Telecity Redbus Ltd
08.2007 - 12.2007
- I worked as a managed service engineer in a large multinational company based in London.
- I was the network engineer based in Dublin.
- The team was made up of eight people based in Dublin, Manchester and London.
- We also had engineers working in Amsterdam, Milan, Paris and Stockholm and were working on linking all these sites.
- We managed a network spanning London, Manchester and Dublin with roughly 800 customers and about 1.5GB of traffic as well as layer two LES, Metro Ethernet circuits and leased lines.
- Along with managing the Dublin network I also did a lot of work on the Manchester and London networks.
- I did daily checks on the network to check that it was running efficiently.
- The things I was looking out for was latency, packet loss, bits in/out, CPU usage, memory usage.
- I was required on a regular basis to travel to London or Manchester to help with customer migrations, installations/de- installations and networking issues.
- There are also two groups in London managing firewalls and servers and I assist them when required.
Education
Cisco Certified Network Associate (CCNA) -
Killester College
05.2007
FETAC LEVEL 5 AND 6 -
Introduction to Web Design
05.2001
A+ -
05.2000
European Computer Driving Licence (ECDL) -
01.1999
Microsoft Azure Fundamentals (AZ 900) -
Skills
- Microsoft 365
- Active Directory
- Microsoft Azure
- Group Policy
- Microsoft Teams
- PowerShell Scripting
- Microsoft Intune
- Microsoft Exchange
- Nessus Scanning
- VMware
- DHCP
- DNS
- Backup Solutions
- Cisco Networking
- One Drive
- SharePoint
- Citrix
- SCCM
- Service now
- Office 365
Certificates And Education
- Killester College, Cisco Certified Network Associate (CCNA), 2005-09-01, 2007-05-01
- Killester College, Introduction to Web Design FETAC LEVEL 5 AND 6, 2000-09-01, 2001-05-01
- Killester College, A+, 1999-09-01, 2000-05-01
- Killester College, European Computer Driving Licence (ECDL), 1998-01-01, 1999-01-01
- Killester College, Microsoft Azure Fundamentals (AZ 900)
Websites, Portfolios and Profiles
https://www.linkedin.com/in/stuart-maclean-24307a6b/
Hobbies and Interests
- I like to keep fit outside of work and play football on a regular basis.
- I also enjoy watching football, rugby and golf.
- I have a keen interest in computers and enjoy fixing and maintaining them outside of work.
Timeline
ICT Senior Systems Engineer
Childrens Health Ireland
11.2024 - Current
IT Lead Engineer
Mars Capital Limited
11.2022 - 08.2024
Senior Project Engineer
New Ireland Assurance
04.2022 - 11.2022
Senior Project Engineer
Irish Times
10.2021 - 03.2022
Infrastructure Engineer
FNZ UK Limited
04.2021 - 10.2021
Messaging Team
Irish Life
07.2019 - 03.2021
Server Intel Engineer
Irish Life
11.2017 - 07.2019
Windows Level 3 Delivery Lead
Hewlett Packard Enterprise Ireland Ltd
08.2014 - 08.2017
IT Support
Aon Insurance
06.2014 - 08.2014
IT Support Specialist
Revenue Ireland
02.2014 - 05.2014
IT Systems Administrator
Expeditors Ireland Ltd
04.2008 - 02.2014
Field Service Engineer
Vocational Education Committee (VEC)
01.2008 - 04.2008
Network Engineer
Telecity Redbus Ltd
08.2007 - 12.2007
Cisco Certified Network Associate (CCNA) -
Killester College
FETAC LEVEL 5 AND 6 -
Introduction to Web Design