Lewis Gore
L3 Technical Support Engineer @Assured Data Protection
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WORK HISTORY
L3 Technical Support Engineer @Assured Data Protection
Leeds, GB
Working as a Level 3 Technical Support Engineer for Assured Data Protection. This means that I am part of a technical team dealing with ticket escalations, process/system improvements and the point of contact for critical customers/issues. A brief list of responsibilities which I hold and have held are as follows:• Managing, maintaining and supporting the Rubrik backup systems (Rubrik Security Cloud/CDM/CLI).• Aiding customers in defining retention policies for their backups in local, replication and archival (cloud) storage.• Connecting and supporting replication and archive devices.• Managing, maintaining and supporting threat protection (including support for ransomware).• Proactive management of customers issues with backups and hardware from reporting (Zabbix).• Providing support for NAS Cloud Direct backups.• Protection for Active Directory/Windows/SQL/Oracle/Linux/EntraID.• Picking up and managing call escalations and high priority calls through to resolution.• Diagnosing and resolving network faults (blocked traffic/ports on the firewall, connection issues).• Supporting connection and protection of Microsoft 365 within the Rubrik Security Cloud (RSC).• Supporting Virtual Machine environments (Hyper-V, Nutanix, VMWare) and their connection the Rubrik backups.• Using ZenDesk as a primary call logging system for incidents, requests and changes.• Using command lines (PowerShell/CMD/Putty/ESXi) to assist in managing and supporting systems.• Maintaining backups and resolving failures through multiple applications.• Liaising with customers and 3rd party support (Rubrik/HPE) for resolution of issues.• Creating support documentation for knowledgebase to distribute between customers and needed support teams.• Supporting hardware around the business (Rubrik Briks, HPE devices, Supermicros).• Looking at service and process improvements for my team, the business and the customers we support.
EDUCATION
St. Bede’s Catholic Grammar School of Science
High School, ICT OCR Nationals
Pearson in Practice Training Centre
Level 2 Edexcel Work Skills, Effective Learning & Employment
Shipley College
Level 2 ilm Award, Leadership and Team Skills
Pearson in Practice Training Centre
Level 3 extended Diploma, ICT Systems & Principles
St. Bede’s Catholic Grammar School of Science
High School, BTEC Business Studies
Pearson in Practice Training Centre
Level 2 Key Skills, Communications
Pearson in Practice Training Centre
Level 2 Key Skills, Information & Communication Technology
St. Bede’s Catholic Grammar School of Science
High School, Citizenship
St. Bede's Catholic Grammar School of Science
High School, Mathematics
Pearson in Practice Training Centre
Level 2 Key Skills, Application of Number
St. Bede’s Catholic Grammar School of Science
High School, Science (Additional)
Pearson in Practice Training Centre
Level 3 Diploma, Professional Competence for IT & Telecoms Professionals
ABOUT LEWIS GORE
A focused, organised technical professional with proven experience of working in IT Service Environments whilst self-developing a keen technical knowledge. Has very strong and clear knowledge of IT Systems and Infrastructures, including that of Mobile Device Management and how it can be used within organisations. Can listen and communicate effectively and adjust how customers are dealt with dependent on their needs. Has the ability to build and create good rapport with both clients and colleagues when working in a professionalised environment. Enjoys working collaboratively in a team but also enjoys to achieve own personal goals which are set to further develop the skill set, knowledge and abilities.
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