Experience

City of London School for Girls

• United Kingdom
• Primary and Secondary Education
• 1 - 100 Employee

• IT Support Technician

  • Jul 2007 - Present

• IT Support Technician

  • Jul 2007 - Present

  • Support day-to-day usage and troubleshooting of workstations, including desktops, surfaces, laptops, and smart TVs• Deploy operating systems and software to client machines using Microsoft deployment toolkit.• General administration of active directory and Microsoft Exchange: creating, editing and maintaining user accounts, mailboxes, mail contacts, distribution groups, organizational units, and access permissions• Configure and deploy iOS devices• Liaise and meet with suppliers of hardware and software• Prioritise support requests ensuring compliance with OLAs & SLAs• Follow escalation procedures for support calls and complaints• Use feedback from users to help identify and create possible improvements on current procedures• Deputise when needed for the IT Manager in his absence• Monitor the use of systems across the School and advise the IT Manager of any infringements of the School’s Policies and/or any misuse of equipment• Delegate incoming Service Desk requests to the corresponding IT team member• Create and maintaining accurate inventories• Deputise media technician to setup PA system and projector for school assemblies in his absence• Carry out installations, hardware repairs, maintenance, technical assistance, and support on Windows XP, 7, 10, and Mac OS X workstations• Mentor and train apprentices how to troubleshoot various technical issues from desktops to laptops and printers• Responsible for purchasing of IT devices and software in line within agreed budgets• Proactively monitor and maintain appropriate stock levels of IT resources in line with Departmental procedures• Setup up video conferencing for staff interviewing oversees students



Sir George Monoux College

• United Kingdom
• Higher Education
• 1 - 100 Employee

• IT Instructor/Fisrt Level Technical Support

  • Nov 2004 - Jul 2007

  • Provided technical support for over 1,000 end users requiring hardware and software support via phone, email, and desk side • Designed curriculum and learning materials, and delivered technical training, for introductory programs in Microsoft Office Suite (Word, Excel, PowerPoint, Access) • Monitored, organized and edited tickets in help desk system • Resolved incidents with printers, photocopiers and scanners. Escalated severe issues to other technical staff members • Reduced help desk tickets by developing end-user training & knowledge database • Managed end-user problems and complaints with tact and attention to prompt customer service. Received very good feedback