Daniel Gough

ICT Field Engineer at Trident Group – UK
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Contact Information
us****@****om
(386) 825-5501
Location
West Midlands, England, United Kingdom, UK

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Credentials

  • Micro-Certification - CMDB Health
    ServiceNow
    Jul, 2022
    - Oct, 2024
  • Micro-Certification - Configure the CMDB
    ServiceNow
    Jul, 2022
    - Oct, 2024

Experience

  • Trident Group – UK
    • United Kingdom
    • Non-profit Organizations
    • 100 - 200 Employee
    • ICT Field Engineer
      • Aug 2021 - Present

      Progressed into Field Engineer role and took on new 2nd Line support responsibilities alongside junior 3rd Line work, becoming a central point of escalation for the service desk, taking on hardware support for 500+ desktop/laptop endpoints for 54 office sites across the West Midlands.Supported a business transition to O􀀁ice 365 through knowledge base content creation & administration in tandem with over the phone support and training.Lead ServiceNow implementation project, taking charge in migrating department to ITIL framework alongside developing an asset register, service catalogue, and a knowledge base.Re‑developed business thin client configurations to improve endpoint security and streamline the user experience, coupled with implementing self-service troubleshooting to better business continuity. Consulted on and implemented hardware refresh plans to replace deprecated and end‑of‑life hardware to the scope of 500+ desktop/monitor upgrades across the business, moving towards preventative maintenance over reactive.Addressed security concerns for IT systems through regular account activity audits, culminating in sizable monthly cost savings through recovery of unnecessary license allocations.Designed and implemented IT installs for new office locations, including set up of broadband lines, comms cab installs and desktop set ups. Show less

    • ICT Support Assistant
      • Apr 2020 - Aug 2021

      • 1st line and junior 2nd line support to 1000+ employees through dedicated Solarwinds helpdesk software, providing over‑the‑phone diagnostics and resolutions to end‑users.• Ensured a quick response time for tickets across the team through the development of a dedicatedknowledge base for ICT staff, alongside developing accessible guides for end‑users to resolve issuesindependently to ensure excellent SLA adherence.• Developed key relationships with end‑users and managers, to provide a firm relationship and trust between the ICT department and the rest of the business.• Helped reduce the number of active tickets across the team by over 40% in first 6 months.• Managed a swathe of software solutions to a high level of expertise to provide good all‑rounder knowledge in a variety of specialist fields. (VMWare Horizon, Microsoft Office 365, Mitel Telephony, Active Directory on‑prem and Azure, Microsoft Dynamics 365, Sharepoint Online, MFA Solutions)• Taken on in‑house training to further develop skills, building towards a 2nd line support role. Show less

  • Euro Communications Distribution Ltd
    • United Kingdom
    • Telecommunications
    • 1 - 100 Employee
    • IT Technician
      • Sep 2018 - Apr 2020

      • Self‑managed and actioned IT Asset Disposal/Recycling processes, ensuring full data erasure process and auditing for customers. • Spearheaded the implantation of new processes and ways of working, to enable higher efficiency and processing capacity of incoming stock. • Provided full IT support for the business, involving general troubleshooting, hardware deployment, alongside implementing a formal helpdesk process. • Processed inbound local customer repairs for residents of the area, actioning the full process from initial diagnostics to ordering hardware and installing, also provided over the phone customer support when required. Show less

  • Region Security Guarding Ltd
    • United Kingdom
    • Security and Investigations
    • 1 - 100 Employee
    • Digital Marketing Apprentice
      • 2018 - 2018

      • WordPress website management & content creation. • Digital graphic creation (Flyers, billboards, Google AdWords banners, Facebook advertisements) using Adobe Creative Cloud. • Utilizing contemporary SEO techniques to ensure brand exposure to potential clients. • Addressing customer service enquiries through an online live chat service. • WordPress website management & content creation. • Digital graphic creation (Flyers, billboards, Google AdWords banners, Facebook advertisements) using Adobe Creative Cloud. • Utilizing contemporary SEO techniques to ensure brand exposure to potential clients. • Addressing customer service enquiries through an online live chat service.

Education

  • Ormiston NEW Academy
    A Level, Computer Science
    2016 - 2018
  • Ormiston NEW Academy
    A Level, Graphic Communications
    2016 - 2018
  • Ormiston NEW Academy
    A Level, 3D Design
    2016 - 2018
  • Ormiston NEW Academy
    AS Level, EPQ (Extended Project Qualification)
    2016 - 2017

Community

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