Information Technology and Services Professional


A versatile and solution focused Senior Field Engineer/Project Manager, with extensive experience ensuring service continuity, delivering technical change and designing and implementing large-scale solutions. A proficient strategist, able to assess business needs and with an adept facility to deliver beneficial outcomes by enabling the innovative use of technology. An experienced manger, with proven ability to build and maintain key relationships at all levels including clients, stakeholders and vendors; effectively translating requirements and overseeing full-cycle project delivery.

A skilled communicator, thrives at the interface between the business world and the technical world; transforming business requirements into technical specifications and explaining technical constraints and possibilities in simple terms. Both a team player and an independent thinker, with valuable analytical, problem solving and decision making skills and the ability to influence and negotiate with external agencies and senior leaders to ensure needs are identified, prioritised and addressed. A `can do` professional with a dynamic, hands-on ethos and a genuine passion for trouble shooting. Proven ability as a: Network/Field Engineer (1st 2nd 3rd Line) Project Implementation Engineer, Developer, Tech Lead, Designer and Architect: Now seeking a contract role, where expertise, experience and enthusiasm will bring immediate value.

Network/Field Engineer Service continuity Test management and assurance
Design and architecture LAN, WAN, Wireless and IP routing 'Agile' development & testing
Project management Excellent written and verbal communication Compliance and governance
Management/Leadership Employee leadership and mentoring - SLA/KPI's Cisco Network devices
Network support methodologies Hardware/Software specifications The ability to effectively build and manage key relationships
Strong customer facing skills Stakeholder and third party vendor management  

Operating systems:
Windows 7 / 8 /10 / 2003 / 2008 / 2012 R2 Vista / XP / XP Embedded / NT4 / 95-98, Unix, Linux (fundamental knowledge), Cisco IOS, Exchange Server 2010, Clonzilla Image, Apple OS Cheetah/Puma, Jaguar, Panther, Tiger, Leopard, Snow Leopard, Lion, Mountain Lion, Mavericks, Yosemite, El Capitan

Software Packages/Tools:
ExchangeServer 2003 / 2010 / McAfee Virus Scan, Norton/Symantec Antivirus, Symantec Live State Recovery, PC Anywhere, PC-cillin, MS Office 2000-2016, Office 365, MS Visio, Adobe Acrobat and Photoshop

HP / Compaq / Dell / IBM / Vigor/ Linksays/ Netgeer/ Dlink / TP-Link / Huwei / Fujitsu Siemens servers (including blades) desktops, laptops and thin clients, IBM 4690, HP / Lexmark Canon Printers

Active Directory, Group Policy, Terminal Services, Clustering, TCP/IP DHCP, DNS, wireless 802.11x, routers, switches and hubs, ISDN, Frame Relay, X.25, Ethernet, Token Ring, VPN, LAN/WAN, RAID, RAS

Industry Experience:
Telecommunications, Health Insurance, Banking, Finance, Radio, Tertiary

Managing the migration from Windows XP to Window 7 on a key, WM Project; responsible for the team of 12 Support Engineers; liaising effectively with the client on regular basis and ensuring all project objectives were met – single-handedly wrote all procedures and paper work for the project

Hands-on management of a major Printex Project, providing printer upgrades to the Lloyds Bank branches; responsible for 21 Engineers, throughout the London area and for liaising with the client on a daily basis to ensure the compliance with project procedures - produced all necessary paperwork as well as training staff and ensuring timely project delivery

End to end management of a Service Transition Project; aimed to migrate the service form Windows 98 to Windows XP: Managed a team of 8 Support Engineers and ensured the configuration was done correctly, before signing off all stages of the project and troubleshooting issues arising and recruited additional staff (contractors) when necessary

Feb 2002 - Present

Senior Network and Technical Support Engineer. PC Networks Ltd, London

Context: Own company - Specialising in providing 3rd Line Support to multiple commercial and private clients

Key Achievements:

Contributing technical expertise in strategic planning and setting the goals for multiple clients regarding fit for purpose IT solutions that best address their particular needs - Identifying and engaging with all key stakeholders, both business and technical; working closely with all parties to ascertain business requirements and ensure effective communication regarding all technical aspects - tailoring language etc. to avoid jargon

Managing Engineers and other IT professionals when needed, ensuring levels of service meet agreed SLA’s and building a culture of people management based on valuing colleagues and grounded in ensuring clear communication at all times; motivating, training, and explicitly recognising individuals’ strengths

Setting up new and implementing IT/operational solutions for multiple venues and clients, encompassing; software and hardware upgrades; development and implementation; organising large, diversified IT layouts and providing full IT control within each establishment

Overseeing multiple successful Infrastructure/IT projects (including those detailed in 'Highlights'); undertaking a range of related tasks including; valuating and recommending third party solutions, software and services; identifying, building and maintaining relationships with stakeholders and vendors, and managing/working with outsourced teams

Providing 3rd line desktop / helpdesk support to 10 – 70 Users over the telephone, Skype, chat, email as well as face to face and providing remote support whenever necessary

Working as the Technical lead to design suitable network architecture for intended purposes; constructing a company LAN, with file, mail and remote access server hardware

Installing and planning all cabling, along with setup of desktop hardware and software and selecting an appropriate level of security, and disaster recovery policy and practise

Undertaking multiple additional technical solutions such as ; installed and administered Windows 2008; running diagnostics and applying firmware update / patch installations to servers, and leading/designing a Cisco environment, involving installation/cabling of Cisco Router, switches and hub devices and configuring Cisco devices to recognise VLAN’s, DHCP and TCP/IP to required specification

Sept 2014 - May 2016

Senior Systems Support Analyst. HGfL – ICT, Adult and Children Centres, Hillingdon Council

Key Achievements:

Conducting the formation of plans to carry out changes relevant to the ongoing support of the HGfL (Hillingdon Grid for Learning) Desktop Service and network systems infrastructure

Participating in the provision and coordination of hardware, software, standards and training in ITIL work environment

Managing the implementation and troubleshooting of Exchange 2003, 2007 server and antivirus configuration associated exchange servers

Working with clients and suppliers to ensure maximum utilisation of Mac/PC ICT facilities

Dealing effectively with Wide-array of technologies like Active Directory, DHCP, DNS, Group Policy, RDS, Exchange, Citrix, VMware and ICT LANDesk

Ensuring all tickets are assigned and dealt with within agreed strict SLAs(Service Legal Agreement)

Assisting and troubleshooting TCP/IP, WAN, LAN and remote technologies

Working with the 3rd line server technical support team to ensure all incidents, service requests, changes are executed

Supporting Windows Server 2003, 2008, 2008 R2, 2012 R2 (Curriculum servers and Administration server) in ICT and troubleshooting group policies, roaming profiles and mail routing

Sept 2008 - April 2013

BPL Building Services, IT Manager

Key roles:

Completing service calls (Break/Fix Incident Response) with the field Engineers remotely or on site and providing support or installations.

Completing improvement work to identify and implement tasks to improve processes, simplify activities and improve customer satisfaction.

Mentoring and knowledge sharing through day to day interactions.

Providing onsite support and assisting with new technologies if needed

Experience of providing technical support Microsoft Server and Desktop OS

Supporting infrastructure technologies (CISCO/HP, wireless, SANs etc.), Microsoft Hyper-V and SCCM and networking protocols (DNS, DHCP etc.).

Providing technical support for SonicWALL, Sophos, EMC and VMWare

Sept 1996 - May 2002: PC Support and System Engineer, Maplin Electronics Plc, London: Supported a range of commercial and domestic customers, as well as provide ongoing advice and systems maintenance. Worked with a remote team of 30 to provide 2nd and 3rd line support to up to 2000 users over the phone or face to face.

(Prior to this, several similar roles moving in line with promotion and opportunity)

1986: Secondary Education 'Mihailo Pupin' Novi Sad, Electrician
1988: Secondary Higher Education 'Mihailo Pupin' Novi Sad, HNC Electronic
1993: City and Guilds Certificate in Electronics
1994: NVQ 4 in Information Technology
2016: Dell DCSE Client (Cert ID: 3194) and Dell DCSE Printer (Cert ID: 3138)

References Available on Request

PC Networks Ltd, 73a Streatham Hill London SW2 4UB

United Kingdom

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Mobile: 0777 322 7777

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About Us

A 1/2/3rd Line Technical / Network support Engineer Goran Gligoric with over 16 years’ experience of providing quality service to education, telecommunications, accounts, electronics, radio and system integration organisations. Supported small to large networks consisting of 10 – 2000 users.


PC Networks Ltd

73a Streatham Hill London SW2 4UB, United Kingdom
Telephone: 02036898632
Mobile: 0777 322 7777
Fax: 02086168758

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