2nd Line Engineer

• Jul 2022 - Present

Acting as a senior escalation point for the 1st Line Engineering Team and as a overflow team member for other teams within a busy London Helpdesk and coaching junior engineers.

1st Line Engineer

• Apr 2021 - Jul 2022

Monitoring and maintaining client’s servers and endpoints closely, picking up any problems that may occur, whether that be with a server or an endpoint. Making sure that no matter what the issue, a solution is found quickly and efficiently, to give the client the best customer service possible. Configuring, installing and updating specific software on new endpoints for clients, based on their specifications and needs.Key responsibilities & technologies:- FreshDesk, Solarwinds, LogMeIn123, Teamviewer and Confluence- Office 365 (Mailbox Creation, Group Creation, Mailbox permissions, Calendar permissions, licensing mailboxes) - Intune/Azure Active Directory management/Endpoint Manager- Covering other Engineers’ queues in their absence and providing a detailed handover upon their return- OOH & VIP Engineer, to support businesses in and outside London City and occasional travel to client sites.- Windows Desktop Support/Troubleshooting (Windows 8/8.1, Windows 10 and MacOS)- Microsoft Exchange (2007/2010/2013/2016)- Active Directory (Creating User/Computer accounts, password resets, OU changes, Sites, NTFS permissions and services etc)- RRAS, LT2P, SSL (Managing & Troubleshooting VPNs via Meraki/Unifi/Sonicwall/Draytek/AWS)- Virtualization (Hyper-V Manager, VMware ESXi, Virtual Desktop, Citrix) - Remote Access (RDC, iDrac, iLo)- Domain management (GoDaddy, IONOS and 123reg)- Gamma/Horizon (Setup of handset, Phone/Ring Groups, Softphone Applications, call forwarding)- Sophos and trend Anti-Virus (Encryption of endpoints, servers, proactively responding to alerts/policies)- Cloud/on-premises backups via Veeam/Cloudberry/Datto/AWS Backup Solutions- Fusemail & Mimecast (Releasing of emails, Block domains, Allow domains etc)- Management of alerts and acting promptly to major incidents such as offline servers, connectivity faults Show less

1st Line Service Desk Engineer (Xperience Group acquired Green Duck)

• Oct 2018 - Apr 2021

I joined an established team of engineers within the service delivery team at Green Duck that covered 1st, 2nd, and 3rd line support which received a high volume of daily tickets. I am the main point of contact for customers and ensuring they receive the highest quality of customer experience and alongside managing break fix tickets and first-time fixes as an Service Desk Engineer. Key responsibilities & technologies: - ConnectWise Manage & Automate - Operating systems, Windows 7, Windows 8/8.1, Windows 10, MacOS - Remote Desktop Services/terminal services - Office 365, G-Suite, Giacom and Rackspace (Mailbox Creation, Group Creation, Mailbox permissions, Calendar permissions, licensing mailboxes) - Accounting software (Sage products, Moneysoft payroll and other bespoke payroll systems) - Active Directory (New User Creation, Security Groups, Password Resets, 2FA/MFA) - Telephony (Gamma/Horizon, Skype for Business, Mitel, Avaya IP and 3CX (Setup of handset, Phone/Ring Groups, Softphone Applications, call forwarding) - Call recording platforms/Management Software, Mitel Management Studios, RedBox, Ignite, Akixi - Domain management (GoDaddy, IONOS and 123reg) - Mimecast, SpamTitan and Barracuda (Releasing of emails, Block domains, Allow domains etc) - Webroot AV & Kaspersky (Encryption of endpoints, servers) - Network troubleshooting, VPN and connectivity issues. - Maraki/Ubiquiti/SonicWall/Auvik/Draytek - Maintaining servers (Physical & Virtual machines), management of alerts and acting promptly to major incidents such as offline servers, connectivity faults etc. Show less

General Assistant

• Aug 2018 - Oct 2018

Retail Assistant

• Mar 2018 - Aug 2018

Work Experience Placement

• May 2013 - May 2013

During my work experience placement I gained valuable experience in the Telecommunications Industry working alongside the Field Engineers at Openreach. Key technologies: - Optical Consolidation Rack Exchange/Network interface. - Integrated Layer 2 switch (ILS2) (Headend) 2 Vendors Huawei & ECI - BT Home Hub 3 Routers, Optical Network Termination and DSL Modems - PCP and Street DSLAM - Next Generation Access: CSP, FTTP and FTTC - Splitter and Aggregation, Manifolds fibre ducts. - Diagnosing ISDN and PSTN faults under supervision Show less