IT Support Engineer

• Oct 2023 - Present

Career Break

• Jul 2023 - Present

IT Support Engineer

• Feb 2019 - Jul 2023

IT Support Engineer

• Oct 2018 - Jan 2019

 Office 365 Administration  Sophos Cloud Endpoint Protection  Atlassian Jira call logging software  Lastpass Enterprise Administration  Slack Administration  G-Suite Administration  Office 365 Administration  Sophos Cloud Endpoint Protection  Atlassian Jira call logging software  Lastpass Enterprise Administration  Slack Administration  G-Suite Administration

Desktop Systems Specialist

• Feb 2018 - Sep 2018

• Setting up Google Drive/Stream for Windows and Mac users • Palo Alto Global Protect configuring Certificates for secure WIFI access • Windows 10 Building Lenovo Laptop Yoga 370, ThinkPad 240/250/260 • Configuring Cisco Jabber client for Macs and Windows devices • Configuring Duo Mobile dual-factor authentication for Okta • Okta Admin for clients unlocking and adding tile access • Setting up slack on computer devices and mobile devices • Support multiple external meeting platform software is Zoom. • Stocking vending machine of computer peripherals • JAMF administration for Apple devices Show less

IT Support Analyst

• Oct 2017 - Feb 2018

 Mac and desktop builds  Adding devices to Apple Enrolment Program (DEP)  Creating Apple certificates for MDM  Creating VPP account for adding free apps to multiple clients  Cisco Merkai MDM creating mobile profiles for Apple Ipads  Configuring Ipads to a payment solution  UniFlow Printer server  Managed Email service hosted by Rackspace  Zscaler admin  Mcafee Virus admin  Setup Epos solution using Ipad and Bluetooth card reader  Mac and desktop builds  Adding devices to Apple Enrolment Program (DEP)  Creating Apple certificates for MDM  Creating VPP account for adding free apps to multiple clients  Cisco Merkai MDM creating mobile profiles for Apple Ipads  Configuring Ipads to a payment solution  UniFlow Printer server  Managed Email service hosted by Rackspace  Zscaler admin  Mcafee Virus admin  Setup Epos solution using Ipad and Bluetooth card reader

Field Service Technician

• Mar 2017 - Sep 2017

• Supporting Mobile Trolley Solution with Top Tec Media Mast Trolley, 55” LG LED Screen, Extron TLP Pro 720 7” Touch Panel, Yamaha BDA1040 RS232 Blu Ray player, Extron IN1608 IPCP SA switcher scaler and Extron USB SW4 switcher. • Support 91 Lecture theatres incorporating: Sony VPL-FHZ55/57 projector, TopTec Lectern, Extron 7” Touch Panel, switcher scaler, AVer Visualiser, JBL Control W23 Speakers, Mac-Mini. • Building Apple Macs using Munki Scripts • Building Dell PCs using Dell Kace • Windows 10 Rollout – Building Windows 10 Laptops • Windows 10 Deploying hardware to users Show less

On Site Support End User Computing

• Aug 2014 - Feb 2017

• Support Blackberry BES server 5, 10 and 12 • Setup user’s Corporate Blackberrys • Image Laptops and PCs using Altiris • Push software to PCs/Laptops using Altiris • Configure soft RSA tokens for Blackberry devices also hardware tokens • Setup RSA connections on PC • Encryption laptops using Symantec Encryption tool • Support Avaya VOIP phones and conference call meetings. • Support Blackberry BES server 5, 10 and 12 • Setup user’s Corporate Blackberrys • Image Laptops and PCs using Altiris • Push software to PCs/Laptops using Altiris • Configure soft RSA tokens for Blackberry devices also hardware tokens • Setup RSA connections on PC • Encryption laptops using Symantec Encryption tool • Support Avaya VOIP phones and conference call meetings.

Front Office Support Engineer

• Jul 2014 - Feb 2017

 Image PCs/Laptops using SCCM - Image Apple Macs using Casper imaging solution  Support Windows 7 Enterprise and OS X 10.9.5 (Mavericks)  Push Applications using SCCM - Push Applications using Caper Remote  Configuring Apple File Vault and server network drives for Mac users  Use Remedy Force as a call logging system.  Support Cisco Jabber softphone software  Setup Iphones and Ipads using the company standard  Setup back office IT Equipment in Stores across London Show less

IT Support

• Jul 2014 - May 2016

Support MS Surface Tablets Window 8.1 Support Amino IPTV boxes for live sporting events Support Crestron Audio Visual Suites in meeting rooms and boardroom Setup Barracuda VPN client for mobile users Point of contact for London escalations and liaising with the relevant teams Windows/Mac devices support and deployment Windows Phone, iOS and Android Mobile support Avaya VOIP soft and desk phones Support MS Surface Tablets Window 8.1 Support Amino IPTV boxes for live sporting events Support Crestron Audio Visual Suites in meeting rooms and boardroom Setup Barracuda VPN client for mobile users Point of contact for London escalations and liaising with the relevant teams Windows/Mac devices support and deployment Windows Phone, iOS and Android Mobile support Avaya VOIP soft and desk phones

IT Support Analyst

• Jul 2014 - Feb 2016

Support all EPOS terminals in all the departments of the Gym – Retail Shop, Café and SPA. Support various applications including E Club BlueSky, ESP Spabiz, KWI and Aloha Liaise with Support teams in New York for system upgrades and hardware updates. Support all EPOS terminals in all the departments of the Gym – Retail Shop, Café and SPA. Support various applications including E Club BlueSky, ESP Spabiz, KWI and Aloha Liaise with Support teams in New York for system upgrades and hardware updates.

IT Support

• Oct 2014 - Oct 2015

 Configure and Support Cisco VOIP phones  Setup wireless Polycom headsets for users  Image Thin Clients/Fat clients Windows 7 Enterprise PCs  Setup users with dual monitors when requested  Axios Assyst and Remedy Ticket Management  Configure and Support Cisco VOIP phones  Setup wireless Polycom headsets for users  Image Thin Clients/Fat clients Windows 7 Enterprise PCs  Setup users with dual monitors when requested  Axios Assyst and Remedy Ticket Management

IT Support Officer

• Nov 2011 - Jul 2014

Supporting the Windows Server 2008 R2 infrastructure that users connect using remote desktop connections. Updating kik script for mapping new network shares and new network printers Supporting Exchange server 2010 Administering 7 Terminal servers. Swapping out hard disks and failed computer components Visiting care homes to fix computer related issues Supporting Blackberry users and Administration through a BES server Configuring 3G Dongles for users to connect to the Internet Show less

N/A

• Aug 2011 - Nov 2011

After my contract ended with Deloitte I looked for work in the IT field After my contract ended with Deloitte I looked for work in the IT field

Active Directory Account Reviewer

• Apr 2011 - Jul 2011

• Audit AD accounts to reach the ISO 27001 standard • Delete unused AD objects including, security groups, mailboxes and distribution lists • Remove Distribution lists aliases from Spam Manager • Phone and email users about AD Objects they are owners of • Use AD ToolKit to run reports on the AD Domain. • Updating and moving AD Objects to a new formalised standard • Audit AD accounts to reach the ISO 27001 standard • Delete unused AD objects including, security groups, mailboxes and distribution lists • Remove Distribution lists aliases from Spam Manager • Phone and email users about AD Objects they are owners of • Use AD ToolKit to run reports on the AD Domain. • Updating and moving AD Objects to a new formalised standard

Application Support Analyst

• Sep 2006 - Mar 2011

Application support for a Centralised Web based group financial reporting package, on a Citrix ZenApp 5.0 platform. Logging calls with HP OpenView version 4.5/ HP Service Manager 701 Supporting 3000 global users of the financial reporting system. Troubleshoot Web Browser conflict issues principally on MS Internet Explorer. Remote administration of a hosted data centre environment of 100 servers Monitor email requests through a Lotus Notes mailbox. Trouble shooting printing issues on the Citrix platform. Resetting disconnected sessions and showing users using the Management console Application. Creating new users in AD and setting up the relevant security and terminal server profiles. Audit user’s accounts every quarter of the year. Show less

Moves & Changes Engineer

• Jun 2006 - Aug 2006

Audit all equipment on dealer's and bank employees' desks using a barcode scanner. Noting how many PCs are on the desk and how many connections going into the screen. Getting the host name of a UNIX box and checking mouse and keyboard connectivity through a keyboard switch. Checking the different type of keyboards from Wey to Bloomberg. Checking screen connectivity on Reuters and EBS terminals. Assisted in office moves when required. Audit all equipment on dealer's and bank employees' desks using a barcode scanner. Noting how many PCs are on the desk and how many connections going into the screen. Getting the host name of a UNIX box and checking mouse and keyboard connectivity through a keyboard switch. Checking the different type of keyboards from Wey to Bloomberg. Checking screen connectivity on Reuters and EBS terminals. Assisted in office moves when required.

Technical Support Engineer

• Jan 2006 - Mar 2006

Configuring dialup remote access on laptops using Citrix Metaframe. Configuring thin Client profiles for Citrix users and setting them up in AD. Imaging IBM ThinkPad note books for Peers and staff members. Configuring backup USB disks for the laptops. Installing printers on a windows 2000 cluster server. Staffing a walk in desk where Peers can log faults and ask queries about computer related issues. Checking that SMS has downloaded all the relevant software packages per users' profile. Show less

Helpdesk Support

• Aug 2005 - Jan 2006

Supporting Citrix Enfuse Application service and configuring Web Clients. Using the helpdesk software TouchPaper Helpdesk V 6.4 to log and close calls. Creating and updating Active Directory accounts and objects. Updating IP reservation lists on DCHP. Support In-house web applications that run on Oracle and SQL Remote users workstation using Ideal remote tool Remotely Ghosting images on PCs that have blue screened. Unblocking emails in Mail Marshal email scanning program Supporting Citrix Enfuse Application service and configuring Web Clients. Using the helpdesk software TouchPaper Helpdesk V 6.4 to log and close calls. Creating and updating Active Directory accounts and objects. Updating IP reservation lists on DCHP. Support In-house web applications that run on Oracle and SQL Remote users workstation using Ideal remote tool Remotely Ghosting images on PCs that have blue screened. Unblocking emails in Mail Marshal email scanning program

Helpdesk Support

• Feb 2005 - Apr 2005

Using the helpdesk suite Track IT to log calls and purchase computer equipment Supporting 200 users in a Novell network environment supporting Windows 2000 and office 2000. Supporting email issues within GroupWise email client. Imaging PCs using Power Quest. Supporting 40 pilot users using Outlook 2003 email client. Using Ultra VNC and Dameware to remotely fix problems on PCs. Using the helpdesk suite Track IT to log calls and purchase computer equipment Supporting 200 users in a Novell network environment supporting Windows 2000 and office 2000. Supporting email issues within GroupWise email client. Imaging PCs using Power Quest. Supporting 40 pilot users using Outlook 2003 email client. Using Ultra VNC and Dameware to remotely fix problems on PCs.

MS Server Analyst

• Oct 2004 - Dec 2004

Taking ownership of a PC in an Active Directory container, renaming the PC to the current company standard. Reimage a PC using a RIS server. Looked after the backup process which backs up on average 21 TBs a day. Using Hypertape to manage the backup process using nine tape libraries and a SDTK 700 tape library with 156 slots and 13 tape drives. Using three tapes formats SuperDLT, Ultrium LTO and Sony's AIT-2. Formatting the tape using three different files systems including Windows NT, UNIX and VMS. Show less

User Support Assistant

• May 2004 - Oct 2004

Supporting 2500 users in a PC environment. Using SMS version 2.0 and PC Anywhere to remotely fix problems on PCs. Checking that backups have been completed in all social centres. Ghosting multiple PCs using the ghost multicast server. Making sure that any hardware on a PC or laptop is replaced if any hardware is faulty i.e. RAM, Hard Disk, CD-Rom Drive. Supporting 2500 users in a PC environment. Using SMS version 2.0 and PC Anywhere to remotely fix problems on PCs. Checking that backups have been completed in all social centres. Ghosting multiple PCs using the ghost multicast server. Making sure that any hardware on a PC or laptop is replaced if any hardware is faulty i.e. RAM, Hard Disk, CD-Rom Drive.

Helpdesk Support Analyst

• Mar 2001 - Mar 2004

Remote support using Citrix Metaframe as a thin client. Checking the performance of the load balanced Citrix Metaframe servers. Microsoft Outlook 2000, setting up personal address books, distribution lists, personal folders, and permissions to inboxes and calendars. Duties include desktop support of Microsoft Office 2000, including Word, Excel, PowerPoint, Visio 2000 Enterprise and Project 2000. Building new Dell PCs and laptops from an image using LANDesk. Configure the laptops for remote users and mobile sales people. Call logging software used was HEAT V6.0. Project Work Completed: Design of Comms Room The aim of this project was to design the comms room for the new building move project. Site the BT Meridian phone switch along with the computer console that programs the switch and the call logger software. Site a row of data and voice cabinets including networking switches that form the backbone of our new LAN. Site six server racks giving the helpdesk staff optimum access to the servers from the rear and front of the server cabinets. Project Hero The aim of this project was to create a helpdesk that would meet the needs of a new global group reporting system. Liaising with the developer of the Safe Workspace a web based platform utilising Citrix thin client technology. Creating documentation and procedures on how to run a new helpdesk system from the start date of the rollout of the new Global Group reporting package. Liaising with different delivery teams within the scope of the project Application Support, Infrastructure support and Developer. Creating user guides on how to setup new users for new helpdesk support staff. Advised the Helpdesk manager to categorise call types and on what teams Show less

Silver Service Waiter

• 1994 - 2004

Year 2000 project Assitant

• 1999 - 2000