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Jacob Pullen

2nd/3rd Line Support Technician at A-SAFE

Contact Information

us****@****om

(386) 825-5501

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Location

Bradford, England, United Kingdom, UK

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2nd/3rd Line Support Technician
- Sep 2021 - Present
Providing 2/3rd Line support, dealing with incidents and service requests as well as escalations resolving any problems in an appropriate, timely and effective manner. Setting up, Configuring and maintain Servers, Workstations, switches, firewalls/sonics walls and backup devices, to ensure a reliable and available platform for business-critical applications. Implement and maintain domain administration and user access. Undertake project work such as enabling security restrictions for cloud-based systems, server decommissioning, changes to GPO/Intune Polices, Server OS upgrades, retiring WSUS as well as many more Manage and maintain Microsoft Azure & Intune platforms Use Remote Desktop/Citrix XENAPP/Xen Desktop/WVD on a daily basis. Maintain & monitor web filter, making sure correct mail is routed & delivered and other spam mail is blocked. Show less

End User Support Specialist
- Apr 2020 - Mar 2022
Intune & Azure AD Management, including Policy & profile management, creating and maintaining security groups. User and Device management, reports, system logs, application management, Update ring deployment. Project focus on Intune delivery to multiple clients which includes development on creating a fast and simple way device management at OS level. Providing BAU 2nd and 3rd Line support (Both within and outside core hours) Diagnosing and resolving any problems or escalations in an appropriate, timely and effective manner. Adopt and manage a web-based Support Helpdesk to maintain communication with the end user and notes for colleagues including escalation and full ticket ownership Install and configure hardware and software, including PCs, servers and backup devices to call centres and computer rooms, to ensure a reliable and available platform for business-critical applications. Implement and maintain systems processes such as Anti-Virus, domain administration and user access. Undertake project work as directed by the Senior Technician or Team manager with respect to client Implementations and infrastructure development Use Remote Desktop/Citrix XENAPP/Xen Desktop/WVD on a daily basis. Show less

1st Line IT Support Technician
- May 2019 - Mar 2020
Key Responsibilities: ● Providing Technical support across multiple platforms remotely, face to face, telephone, or helpdesk ticket ● Responsible for hardware pool including break fix for laptops, desktops, printers, IP Phones and Mobile Devices ● Adopt and manage a web-based Support Helpdesk to maintain communication with the end user and notes for colleagues including escalation and full ticket ownership ● Office 365 Administration for online and local instances including, Shared Mailboxes, Permissions and Licensing ● AD account management, including security groups, policies, account creation and termination. ● Networking TCP/IP, DNS, DHCP including switch configuration and AP set-up. ● Office Migration including assisted network and server design ● Asset Management and WEEE disposal. ● Procured laptops to meet business requirements whilst conforming with the IT Budget and strict contractual rules. ● Ensured compliance of hardware where encryption was possible using Bitlocker and back-up of encryption keys. ● Machine preparation including format, Image, Driver updates, software installs and VPN Configuration. Show less

Front Desk Assistant & Technician
- Jan 2018 - Mar 2019
Key Responsibilities: ● Face to face customer service, understanding the customer needs and delivering the requirements across all platforms of hardware and software ● Diagnosing and repairing faults on various different hardware. ● Virus/Malware recognition and removal. ● Variety of operating system reload and configuration including data backup. ● Handling stock and payment for the storefront, website and eBay. ● Designed and created a new dedicated gaming area of the store providing suitable gaming laptops and gaming PC’s from original quote to aftercare. Show less

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