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Gregg Knight

gcknight3@gmail.com Tel: 07940 031889

Profile
A highly-skilled consultant/support analyst with over 25 years of experience in the IT industry. Excellent analytical and troubleshooting skills drawing on many years of customer support experience within a variety of IT roles. Specialist skills in all forms of electronic messaging, including mobile device solutions. I am approachable and adaptable, with excellent communication and inter-personal skills. Strong focus on customer satisfaction both external and internal customers. Based in Egham, Surrey. Can re-locate to most areas in the United Kingdom if necessary

Key Professional Skills


Electronic Mail Specialist, with experience of both Lotus Domino and MS Exchange BlackBerry Enterprise solution (server and device side) -Top-level knowledge Over 18 years of experience in support and consultancy roles Extensive background in other technologies such as SQL databases and networking within the infrastructure (TCP/IP, DNS, DHCP, Wi-Fi, etc). Broad knowledge in communication protocols. Consultant, delivering solutions on site to the customers. Technical support, providing internal and external support, on the phone, on-site, or using any other technology that permits support remotely (such as WebEx). Provided training internally and externally on products such as Lotus Domino/Notes and BlackBerry. Customer relations, expert in dealing with difficult or critical situations, or under pressurised situations. Excellent Inter-personal and communications skills with all levels of hierarchy Demonstrations/exhibitions, capable to be working in trade shows and work as pre-sales. Windows 95/98, NT, 2003, 2008, XP, Windows 7/8, DOS Lotus Notes / Domino 3.3 8.5, MS Exchange BlackBerry Enterprise Server (BES) 2.2 to 10 SQL Server 2000/2005/2008 Microsoft Office, MS Outlook, Remedy ITSM

Operating Systems: Messaging Systems: BlackBerry Systems : Database Systems: Software Packages:

Employment History
2006 2013: Research In Motion SSDT Analyst Enterprise Server Support

Research In Motion is a leading company in wireless communication technologies, and creator of the BlackBerry smartphone and BlackBerry Enterprise Server (BES). BlackBerry technical support in the UK provides 3rd-tier support to mobile carriers such as Vodafone, O2, T-Mobile, etc. As the BlackBerry solution communicates with three main email platforms, the technical support is comprised of analysts with strong skills in Lotus Domino, MS Exchange and Novell Groupwise.

I was specially selected to join the newly-created Strategic Service Delivery Team which provided the major European carriers with the highest level of BlackBerry support. Versions supported include BES 2.2, 4.x and 5.x, with extra support for the new BlackBerry Mobile Device Server, Universal Device Server, Fusion (all part of the new BES 10), and BB10 devices. Support enquiries had already been escalated to the 2nd/3rd line support levels at the major carriers, and would need further analysis and trouble-shooting to provide prompt and accurate solutions for the customers. 2000 2005: Netteam Management Systems Ltd Senior Consultant Lotus Notes/Domino Netteam specialised in Lotus Domino development, building bespoke applications for a wide range of blue-chip industries. I was brought into the company to provide consultancy and administration services, to compliment their development skills. This was a broad role and included the following range of duties: Lotus Notes/Domino consultancy and training for a wide range of blue-chip companies. Upgrades R4 to R5, and subsequently R6, R7, and R8/R8.5 for both large and small customers. Migrations from cc:Mail to Lotus Notes Migrations from MS Exchange/Outlook to Lotus Domino/Notes Installation and support of Lotus Domino add-ins such as Quickplace and Sametime System Health-checks/Recommendations Support and troubleshooting telephone and onsite Design and maintain the in-house network and Domino infrastructure Recommend and support 3rd-party products (i.e. mail-monitoring, archiving, etc.) to compliment Lotus Domino and provide a comprehensive environment for the customer.

Some examples of projects undertaken: Migration and Training of 700+ users from Outlook to Lotus Notes for Bayer Pharmaceutical Upgrade and merging of three separate domains into one for Burtons Foods Trained non-Lotus IT personnel to become self-sufficient in administering the Williams F1 Domino infra-structure, through a combination of training and workshops Consulted on the planning and upgrade of Domino and Domino-related systems (i.e. Quickplace, Sametime, etc) for Simons Construction Trained a team of administrators on Release 6 for Panasonic, using informal Q&A sessions on all aspects of administration Senior Support Specialist

1995 2000: Lotus Development Corp.

Initially taken on to provide messaging and X400 skills within the technical support department, my role covered the following: Provided high-level support on Lotus Notes/Domino, cc:Mail and messaging for Lotus European and Middle-Eastern customers. Trained internal staff on new products as they were introduced

Various onsite support projects for large corporations (including 4 weeks at Severn Trent) System Health-checks/Reports for large customers such as Lewisham Borough Council Liaised with USA development on technical issues such as software bugs and enhancements Investigated technical issues and documented them for internal and external publication (i.e. Lotus Knowledgebase) Educated and certified to PCLP level on Lotus Notes Administration Technical Support

1989-1995: Sprint International

Sprint International was a subsidiary of US Sprint the USAs third largest telecommunications company - and had a number of major customers in blue-chip industries such as Petroleum, Chemicals, Utility companies, etc. My main duties at Sprint were: Maintain the companys public electronic mail system (SprintMail) and provide support for customers. Administer the X400 Administrative Domain (ADMD) and initiate interconnections between international X400 carriers and private (PRMD) X400 services. Liaise with customers and provide secure interconnections between international mail systems and emerging LAN email systems such as Lotus cc:Mail. Design and install the companys Local Area Network across three sites in Basingstoke, and maintain the Novell Netware servers

1987-1989: SMM Communications Ltd Customer Support A Hewlett-Packard reseller, and one of the first PC suppliers to provide ready-to-use PC systems for customers. 1986-1987: John Hofer Ltd Photo-Typesetter JAdvertising company based in Hampton, providing advertising and artwork services to a range of customers and printing companies in the area. Qualifications / Recent Courses BlackBerry Enterprise Server from 2.2 to 10 Lotus Domino 8/8.5 Administration Boot-camp Administration of Microsoft Exchange 2003 Administration of SQL Server 2000 PCLP Domino Administration (R4.5) Train the Trainer Kepner-Tregoe analytical thinking OLevels in English Language. Maths, Biology and Physics YTS in Computer Literacy with Control Data Hobbies / Interests: Walking, Running, Cooking, Computers, Reading References: available on request.