Service Desk Team Lead

• Oct 2022 - Present

Service Desk Team Lead

• Mar 2022 - Oct 2022

2nd Line Engineer

• Mar 2021 - Mar 2022

Network Support Engineer

• Jan 2020 - Mar 2021

As a network support engineer, I was responsible for overlooking, monitoring, and maintaining the network for the head office staff at Best Western. During this time, I have assisted in completing the following projects:• Migrating VMs from VMWare to Hyper-V• Migrating storage from NetApp to HPE Nimble• Migrating the business to Microsoft Teams• Re-organizing the company file structure• Configuring Microsoft Intune for company devicesSome of my main responsibilities include:• Maintaining and configuring backup appliances• Managing the Cisco phone system• Cisco and HP switching and routing• Monitoring and configuring the firewall• Documentation of company processesOther duties include assisting with desktop support and training 1st line engineers. Show less

Desktop Support Engineer

• Dec 2018 - Jan 2020

My duties included troubleshooting and resolving first line issues whilst ensuring calls were resolved and escalated within SLAs, liaising with suppliers, and documenting processes. I worked with employees across the company to improve engagement with IT. This involved investigating and implementing solutions to provide the best IT experience for users across the business. I primarily worked with Office365, Active Directory, Azure Active Directory, RDP, Microsoft Teams, Barracuda email filtering, along with basic configuration of Cisco and HP switches and routers. We used a product called FreshService for handling support tickets, where I would prioritize and help manage the ticket queue to quickly and efficiently resolve support tickets. Show less

Front line shop assistant

• Apr 2017 - Apr 2018

Responsibilities included stock control and replenishment of store, till operation, cashing up of both till and safe, customer service and general floor duties. Towards the end of my employment I received additional mentoring and training with a view to taking on supervisory and management responsibilities. Responsibilities included stock control and replenishment of store, till operation, cashing up of both till and safe, customer service and general floor duties. Towards the end of my employment I received additional mentoring and training with a view to taking on supervisory and management responsibilities.

Apprentice Network Engineer

• Apr 2016 - Apr 2017

I worked in network engineering for a company that holds the contract for the City of York Council’s network maintenance. I worked as part of a team in both voice and data communications. During my time at Pinacl I gained essential skills in the creation, running and security of small and large networks. My work involved: · Solo visits to numerous sites to diagnose and resolve issues within SLAs · Configuration of network port security · Handling and prioritizing of 3rd line support calls · Creation of user profiles and association with call hunt groups · Completion of issue resolution documentation · Analysis of service and support related data and subsequent creation of monthly service and support management reports. All of this work was undertaken during a 1 year apprenticeship supported through formal training with QA. Show less