Steve Estella

• Conducted regular meetings with the support team to review support tickets and JIRA tasks, discussing current assignments and assigning new tasks
• Provided assistance to team members with task-related issues, offering guidance and clarification
• Organised monthly IT meetings with department heads to share project updates and discuss the IT team’s performance, seeking opportunities for improvement in delivery and communication
• Managed holiday requests, updated HR records for sick days, and facilitated the recruitment process for desktop support roles
• Conducted appraisals for the team and reported to the head of department
• Scheduled and conducted training sessions for new team members
• Performed weekly assessments to gauge the team’s progress and provided further training when necessary
• Maintaining ongoing communication with the department head addressing immediate issues as they arose
• Acted as liaison for various business departments, offering guidance on task priorities and delivery timelines
• Provided personal and professional support to team members.

Supporting the Gibraltar office of between 80 to 120 employees and supporting our Bulgarian office of more than 200 employees.

As senior technician I was expected to assist the other technicians with any issues they had completing tasks and advise how to resolve or troubleshoot the issues encountered, this spanned both offices as well as completing tasks assigned to me.

• Troubleshooting hardware and software.
• Task management.
• On-call support.
• Project delivery.
• Remote assistance.
• Technical support.

Supporting a client base of between 150 to 250 employees with hardware and software issues, also supporting our in house VIP account managers and call center personnel in and outside office hours to avoid downtime or impact to player support.
The role required on-call support one week a month supporting the various gaming platforms.

• Preparing workstations and laptops for new starters.
• Administering Active directory and Exchange.
• Troubleshooting software and hardware issues logged in our ticket system.
• Administering our Net2 security software.
• Creating accounts in our third party database platforms.
• On-boarding and off-boarding employees.
• Add and assigning assets.

Part of small team supporting and maintaining communication and navigational equipment for vessels in and around the Gibraltar area, this also included testing onboard safety equipment.

Providing hardware and software support as well as installation and maintenance work from cabling to full data center/office setup.

Creating a network of desktops and servers for rental purposes to a spec provided by the client, building the network in a warehouse environment and then shipping to the client.

If required a site visit maybe needed to upgrade or sort any issues experienced once the hardware was deployed to the clients network.

Assembling workstations and servers to specific build specifications, installing operating system and software that needed to be specifically setup to a predefined config and then tested before shipping.

Technical advisor to small internet satellite call center.

Supporting Gibraltar based clients with any IT related requirements.

Supporting Gibraltar based clients with any IT related requirements as well as managing the workshop and ticket assignments.