ICT Support and Engineering Specialist

• Apr 2021 - Present

IT Support Engineer

• Apr 2019 - Apr 2021

Compliance – Generating Reports from ESET Security Management to analysis compliance of updates, patching and performance levels. Flexible – Working outside of normal business operating hours to implement, upgrade and maintain IT systems and services to reduce the business impact to customers. Incident Management – Working as a Managed Service Provider, I have to maintain a high level of Incident Management, as IT configuration is tailored to each client. Problem Solving – Use of native Windows and Linux tools, along with third-party applications to resolve a wide variety of IT issues. Project Management – Planned and implemented several projects; cabinet upgrade with new switches, patch panels, server and UPS, performing good cable management. Office 365 migration from an Open Source mail server performing all tasks from Office 365 configuration to client-side support and data retention. Time Management – Organising and planning my time effectively for customer support and internal IT projects for Openda. Show less

IT Helpdesk Technician

• Dec 2017 - Apr 2019

Adaptive – Assisted with the acquisition of several companies internationally, performing the new hire procedure. Revised the new hire process, creating and presenting a welcome IT program. Administration – Capturing the teams KPIs for the Help Desk Manager, suggesting improvements and lessons learnt. Establishing relationships and collaboration between suppliers to acquire assets. Coaching – Supported new team members and responsible for three Work Experience students. Problem Management – Part of a global team meant having specialists internationally. Sometimes it was necessary to escalate problems to the specialist teams making sure to prioritise and classify them appropriately. Sometimes even collaborating with different departments to see tasks to a conclusion. Technical Support – Providing global IT support across the US, EMEA and APAC and the only Helpdesk Technician working in EMEA. Supporting all staff with IT queries, undertaking starters, transfers and leavers, performing triage to escalate helpdesk issues within the department. Providing On-Call Support 24/7 on a shift rotation. Show less

IT Administrator

• Jun 2017 - Dec 2017

NCE Computer Group was acquired by Park Place Technologies in August (2 months into this role). As IT Administrator this role was designed as a trainee System’s Administrator with a time split of 25% on Helpdesk based tasks and 75% on infrastructure projects. Before the acquisition, I designed and implemented a WSUS server for the monitoring of Windows updates across the business with Group Policy ready for mass deployment. I then prepared an MBAM server to control and manage BitLocker management across the business. I also learnt and set up a Moodle service primarily developed in Linux deployed on an Apache, MySQL and PHP (LAMP environment). Moodle is a free and open-source learning management system (LMS). I then started to create Core IT training and FAQs. Show less

IT Technician

• Oct 2015 - Jun 2017

Diligence – Roll out of anti-virus solution McAfee, deploying the agent handler by GPO and then the Virus-Scan Engine from the ePolicy Orchestrator. Deployment was required to all clients in the business across 3 domains. Performance requirements were considered across the WAN deploying Super Agents at different sites. New policies were created with a product life cycle for updates, maintenance and scanning Coordination – Organisation of project resources, staffing from HQ in Madrid and local suppliers to migrate and configure telephony services from 1 building to another whilst liaising with the business units Resourceful – Used PowerShell to created new user accounts with mailboxes containing permissions from the previous domain, including distribution groups and aliases after a sudden Exchange service failure Problem-solving – Support for users accessing applications, resources and communicating across 4 different domains, across 3 offices including homeworkers Team player – Working as a team we can strive to achieve more, each bringing our own strengths and experiences to the group Ownership – Working in large international organisations, maintaining documentation during incident management allows for cross department input whilst maintain ownership to make sure a task gets resolved Show less

Support Team Lead

• Jul 2015 - Sep 2015

Leadership – To manage, mentor, and motivate the Support team to ensure that a high level of customer service and support was given to clients Resources Management – Monitoring and allocation of calls to technicians and field engineers Flexible Working – Working as small team required flexibility to obtain and meet customers’ needs and goals before deadlines Leadership – To manage, mentor, and motivate the Support team to ensure that a high level of customer service and support was given to clients Resources Management – Monitoring and allocation of calls to technicians and field engineers Flexible Working – Working as small team required flexibility to obtain and meet customers’ needs and goals before deadlines

Information Service Desk Coordinator

• Oct 2013 - Jul 2015

Analytical – Monthly reports to show performance against SLA and KPI's, ensuring exceptions are highlighted and managed appropriately. Including analysis on existing software and toolsBest Practice – Using ITIL as a guide for best practice to support the configuration of ITSM tools whilst championing appropriate ticket managementCommunication – Built up a strong rapport with key stakeholders across the Trust which has allowed me to understand their requirements and to meet their support needsCustomer Service – IT is not just about providing a product. It’s about delivering exceptional service to all parties involvedDiligence – Assuring expected SLAs, whilst monitoring and ensuring accurate entering of all requests onto the service desk. Owning customer’s problems through to a resolutionKnowledge Management - Ownership and development of all Service Desk related process, policy and procedure documentationLeadership – To manage, mentor, and motivate the IT Service Desk Team to ensure that both internal/external clients are supported fullyManagement – providing training, motivation, teamwork, whilst negotiating and adapting to situationsOrganisation – Administration of IS tools and systems, such as IS asset management and maintenance of configuration management database and IS management informationProject Management – A keen eye for attention to detail, currently managing the integration of a new service desk solution and asset managementRepresentation – Attending organisational meetings to represent the Service Desk and how organisational changes could affect technical aspects and SLA’sResources Management – Monitoring and allocation of calls to 1st / 2nd line technicians and management of service desk cover, including contractorsTechnical – Experience of resolving first and second line IT requests, supporting a variety of devices from mobile solutions, to fat and thin desktop client environments. Show less

IT Support Technician

• Sep 2011 - Sep 2013

Technical – 2 years’ experience of diagnosing and resolving first and second line IT requests, supporting a variety of devices from mobile solutions, to fat and thin desktop client environments. Brandon’s IT Support covers all our residential care homes and supported living environments throughout the South West of England and more recently offices in London. We also operate patch offices and small business ventures in public buildings such as sports centres and schools often pushing the boundaries of our WAN. This wide range of locations means that we use a variety of connectivity methods introducing new challenges and different support techniques daily. Administration – responsible for maintaining the asset management database, including new assets, transferal of assets and confirming changes with the finance department for their asset management system.Diligent – Responsible for users in activate directory regarding starter, leavers and transfers in, following the Human Resources department guidelines.Initiative – I was set the task of supporting a new office from planning and configuring the new local infrastructure to moving equipment from one office to the next. I organised all aspects from moving ADSL line, re-patching cables to configuring internal phones.Communication – In the past I have liaised with suppliers such as Hewlett Packard around hardware and software issues from faulty printers to troubleshooting unique bitlocker encryption. I have built up a rapport with users within the Trust and always try to provide advice and solutions to their day to day activities from new emerging technology to mail merges and database support. Show less

Player Support Representative

• Jun 2009 - Aug 2010

Customer Service Provide timely and effective player support for the online community Answering queries, investigating complaints and solving issues Accurate detection and removal of offenders in a timely manner Quality Assurance – Member of the Bug tracking team and supported new team members Initiative – Created a new specialist role for a new product Customer Service Provide timely and effective player support for the online community Answering queries, investigating complaints and solving issues Accurate detection and removal of offenders in a timely manner Quality Assurance – Member of the Bug tracking team and supported new team members Initiative – Created a new specialist role for a new product

Bristol Institute of Technology (BIT) Helpdesk Assistant

• Aug 2008 - Jun 2009

Communication – provided first-line technical IT support to all BIT usersOrganisation – maintaining facilities, printers, consumables and stock controlThoroughness – check, loan and maintain the records of audio/visual equipmentCollaboration – with porter/security services regarding security and health & safety

Student Representative

• Oct 2007 - Oct 2008

I provided a voice for all students and got involved with matters helping to improve the university and the courses. I sat on the Staff/Student Experience Committee and the Faculty of Environment and Technology board.

Team Leader / General / Customer Assistant

• Aug 2004 - Sep 2007

I progressed from General Assistant to Customer Assistant, then after my studies I successfully became a full-time Team Leader. I provided: Management – training, motivation, teamwork, negotiating and adaptability Trustworthy – cash handling, monitoring, reporting of all tills Resources Management – planning shift swaps, breaks and overtime Leadership – dealing with inquiries on the customer service desk Technical – IT checks, swap-out, filling reports, logging calls, problem-solving Diligence – completed safe and legal log books Show less