Experience

Edge Technology Group, a THRIVE Company

• United States
• Information Technology & Services
• 1 - 100 Employee

• Client Support Analyst

  • Jul 2019 - Present

  • Call logging (ConnectWise and Service Now) • Active Directory (Unlock accounts, reset passwords, create security groups, permissions to files via security groups) • Office 365 (Setup new users, apply licenses, create distribution groups, create shared mailboxes, create room mailboxes, create public folders) • Microsoft Teams (Setup Teams group, policies, user troubleshooting) • PowerShell (Use scripts to turn on PC’s, edit permissions on calendars, get user permissions) • PRTG (Monitor alerts, sleep alerts, create maintenance windows, troubleshoot) • Mobile devices (Setup and troubleshoot Apple iPhone, Android, setup email using Intelligent Hub, setup email using Intune and company portal) • Mimecast (Releasing emails, track & trace emails, block emails, permit emails, create policies) • Darktrace (Releasing emails, track & trace emails, block emails, permit emails) • Microsoft Office 2013, 2016, 2019 (Installation, configuration, troubleshooting) • Windows 7,10 & 11 (desktop support) • Pulse Secure & Cisco AnyConnect (VPN configuration and troubleshooting) • Cisco Meraki (Troubleshoot devices & connectivity) • Apple devices (Troubleshoot Mac, iPad and iPhone devices) • Go To Connect (Setup users telephone lines and accounts) • Sage (Back up databases and create user accounts) • Commvault (Restore of backups) • MFA (setup users in Duo mobile and Microsoft Authenticator) • Labtech (Push out installs of applications on user machines, remote access to PC’s, reporting, Windows updates) • Egnyte (Setup users, permissions to folders, restore files, setup Egnyte drive, troubleshooting) Show less



Instinctif Partners

• United Kingdom
• Business Consulting and Services
• 100 - 200 Employee

• Second Line Helpdesk Analyst

  • Dec 2013 - Jul 2019

  Call logging (Freshdesk) Active Directory (Unlock accounts, reset passwords, create security groups, permissions to files via security groups) Office 365 (Setup new users, apply licenses, create distribution groups, create shared mailboxes, create room mailboxes, create public folders) Patching and Cabling Mobile devices (Setup and troubleshoot Windows Phone, Blackberry, Apple iPhone, Android) Imaging PC’s (Deploy images via SCCM) Printers (Install and deploy printers via Equitrac, troubleshooting, create job codes) Condeco (Manage and troubleshoot issues to room booking software) Citrix PS 6.5 (Installing applications, troubleshooting, updating servers) VMware (Take snapshots of servers, update servers, delete servers) Sophos Central (AV installation on PC’s and servers, monitoring, create policies, troubleshoot) SafeNet (Assign Citrix tokens, create temporary codes, troubleshoot) PRTG (Monitor alerts, sleep alerts, create maintenance windows, troubleshoot) Mimecast (Releasing emails, track & trace emails, create policies) Microsoft Office 2016 (Installation, configuration, troubleshooting) Mitel Phones (Setup of phone extensions & voice mailbox, adding to call groups, create ring groups, create dial codes, troubleshooting) Symantec Backup Exec 2010 (Backup and restore files, change backup tapes) Veeam (Backup and restore of files and servers) Cloudberry (Backup and restore of AWS servers) Ninite (Push updates to PC’s) Apple devices (Troubleshoot Mac, iPad and iPhone devices) Meeting rooms (Setup AV equipment, projectors, assist with GoToMeeting, Intercall & Skype) Assist 1st line support with issues Cisco Meraki (Setup devices, troubleshoot, upgrade firmware) Egnyte (Setup storage sync device, setup users, permissions to folders, reports, restore files, setup Egnyte drive, troubleshooting) SCCM (Windows updates, running reports, housekeeping, create and deploy software packages) AWS (Backup servers, update servers, upgrade servers) Show less



Augentius Fund Administration LLP

• Service Desk Engineer 1st Line

  • Oct 2010 - Nov 2013

  Call logging (Service Now) New user setup (AD, Exchange 2010) Sage Line 50 (Installation, configuration, setup of new companies, troubleshooting) Sage 200 (Installation, configuration, setup of new companies, troubleshooting) Setup of Wyse terminals Patching and cabling Windows updates (Sonar) Citrix (publishing applications, troubleshooting) Printers (installation, configuration, troubleshooting, placing orders of toners) Imaging PC’s (Altiris, Ghost) Symantec Endpoint Protection (AV installation, monitoring) Microsoft Office 2010 (installation, configuration, troubleshooting) Investran 5.3 & 6.2 (installation, configuration, setup of new users via SQL 2008) Avaya (Setup of phone extensions & voice mailbox, Voice recording retrieval) Mimecast (running reports, releasing emails) Show less



Selection Services Ltd.

• Outsourced Helpdesk

  • Jul 2008 - Oct 2010

  Call Logging (Remedy) Troubleshoot helpdesk calls within SLA Dealing with external clients on the phone or by remote access Account creation/deletion in Active Directory E-mail creation/deletion in Exchange 2003/2007 Remote installations (LogMeIn, Kaseya, Dameware, VNC) Placing orders for new hardware Setting permissions in Active directory Restores of files (shadow copies, idata) Configuration of Routers Call Logging (Remedy) Troubleshoot helpdesk calls within SLA Dealing with external clients on the phone or by remote access Account creation/deletion in Active Directory E-mail creation/deletion in Exchange 2003/2007 Remote installations (LogMeIn, Kaseya, Dameware, VNC) Placing orders for new hardware Setting permissions in Active directory Restores of files (shadow copies, idata) Configuration of Routers