Endpoint Technical Specialist

• Aug 2021 - Present

Service Desk Analyst

• Oct 2018 - Aug 2021

2nd line IT Support Technician

IT Support Technician

• Mar 2014 - Oct 2018

• First point of contact for business issues, supporting 2500 users.• Office 365 support and administration.• Server 2008-2012 including Active Directory administration, DHCP, Print server, drive shares and security permissions.• Remote Support (Windows 7 & 10, office 2010/2013/2016/O365, printer, scanner, Android/Apple phones. Some exposure to macOS).• Service Now ticketing system administration.• Desktop Images & deployments - Applying patches and updates.• Patching cabinets and switches.• Managing P1/P2 incidents and communications.• Liaising with 3rd party providers for Data, Comms and infrastructure issues.• Working towards agreed SLAs and KPIs.• Sophos virus protection and scanning. Show less

First Line IT Support Technician

• Oct 2010 - Feb 2014

• Telephone/Remote support for 2500 users.• First point of contact for business users to log issues.• Active Directory administration (New users, access permissions etc).• Installation of new hardware/software.• Service Desk system administration (LAN desk/SCSM).