Senior Support Engineer

• Nov 2021 - Present

Information Technology Support Officer

• Jan 2021 - Nov 2021

• Successfully configured Windows 2019 Hyper-V servers and installed virtual machines with ADDS, DHCP, DNS, CA, WSUS and NPS server roles. • Responsible for monitoring and providing BAU support for server clusters and automating desktop deployment using MDT. Responsible for monitoring Altaro and ShadowProtect backup jobs. • Successfully upgraded existing Domain Controllers, DHCP and DNS servers running on Windows 2012 to Windows 2019. Successfully configured iLO and iDrac on the physical hosts. • Demonstrated sound knowledge of VLANs whilst working with Meraki and Aruba Switches for troubleshooting network issues. Configured the ports on the switches and is comfortable working with both GUI and console. • Successfully created PowerShell scripts to eliminate tedious and repetitive tasks. Tested and shared them with the team members. • Extensive experience working with Meraki MDM for managing End user devices such as iPads and Chromebooks. • Demonstrated sound knowledge of Operating Systems whilst resolving Windows 10, iPad, iPhone, MacBook, Chromebook, and Android issues. • Worked closely with the Network connectivity and firewall support for deploying Palo Alto firewalls and is responsible for managing the rules on the firewall. • Responsible for communicating the status of critical cases to relevant stakeholders. • Successfully documented and updated the existing documents with newfound or changed information. • Worked closely with vendors for resolving application issues. • Travelled to schools in regional areas and worked with the End users face to face to understand and resolve their issues. Show less

System Administrator

• Apr 2020 - Jan 2021

Troubleshoot software and hardware issues through face to face and remote communication. Received compliments on accountability and quick response time. Created PowerShell scripts and packaged applications in Workspace One and SCCM to automate BAU tasks and thus reducing the overall time taken to install and uninstall applications. Successfully completed the roll out of Windows 7 - 10 project and Trend Micro antivirus upgrade projects with minimal to no disruption for standard user machines and business critical systems. Created documentation of the tasks performed during the rollout of Windows 7-10 project. Worked closely with Dell (vendor) to ensure the SOE built using Workspace One is fully tested and the machines are ready to for drop shipping. Show less

Production Support Analyst

• Mar 2016 - Oct 2019

Acted as a liaison on strategic projects and communicate effectively to all levels of management and stakeholders. Created and maintained detailed documentation of the process and procedures for both internal teams and for the overall business. Recognized for adapting and understanding the requirements of the organization quickly, working as a team player and delivering consistent results. Worked closely with senior management to identify and remove any process gaps and impediments in the team. Managed user licenses, mailbox permissions, retention policies, compliance search in Office 365. Successfully designed and implemented RPA solutions using Automation Anywhere to reduce the human effort required for repetitive tasks. Conceptualized, designed and developed multiple SharePoint sites for Mean Time to Repair (MTTR), TechOps & Governance, KEDB for IT Availability Management and Application Architecture. Developed Chatbot using Google Dialogflow to reduce the effort required by the business users to reach the Problem Management and Change Management teams. Acted as a developer and Scrum Master during the development. Worked with multiple vendors and successfully reduce the response time for one of the vendors from 2 hours to 20 minutes with no additional cost to the organization. Show less

System Administrator

• Aug 2013 - Mar 2016

Collaborated with multiple teams to resolve critical performance issues and increase the productivity of the clients.Responsible for Active Directory Certificate Services and Group Policies across multiple domains.Efficiently managed Office 365 across the enterprise by configuring user and security settings across multiple products. Handled issues and escalations for Office 365 and perform root cause analysis.Worked closely with the vendor and implemented best practices during the Lotus Notes to Office 365 migration.Responsible for monitoring health check of the Office 365 environment and taking proactive measures to mitigate impact to business due to planned changes from Microsoft. Show less

Duty Manager

• Apr 2014 - Mar 2015

Actively participated in war rooms during major outages and business-critical periods.Efficiently acted as a single point of contact between business and IT, during outages.Sent out regular and frequent communications to the relevant management audience within HCL and Dixons Retail IS and business stakeholders.Arranged and presided over status meetings involving the relevant HCL and Dixons Retail IS and business stakeholders.Escalated to highest levels in IT support or management teams (internal and external) if necessary, to manage timely resolution. Proactively identified any conditions for a "major incident" and reacted to initiate an ERT (Emergency Response Team) where required. Reviewed, challenged, rejected or approved any Emergency Change within the IT infrastructure to ensure prevention of service disruption or to restore service.Made informed decisions based on facts presented to me to restore service during Major, Critical or High incidents.Closely worked with clients to determine the cost of new projects introduced into the environment or to improve the existing system configuration. Show less

Desktop Support Specialist

• Mar 2012 - Aug 2013

Responsible for diagnosing and resolving Windows OS, software and network issues.Successfully managed patching across all Desktops and Servers.Responsible for monitoring all Servers and Network.Created, tested and deployed application packages across all the Windows PCs in the Dixons infrastructure using SCCM.Conceptualized, designed and created SharePoint sites for Asset and License Management.Created and managed users in Active Directory, Office 365, UNIX and SFTP.

Service Desk Analyst

• Feb 2011 - Mar 2012

Provided L1 Service Desk Support to the Technologies used in Dixons Retail.Provided Remote Services support to End-User devices.Owned the incidents and requests routed to other teams from Service Desk to ensure consistent quality service to the users.Prioritise tasks to ensure work queue is progressed in a consistent manner.Ensured the tickets are documented correctly with all information to reduce Incident Resolution Time.Consistently maintained high first call resolution (FCR). Show less