DataCentre Support Engineer

• Mar 2013 - Present

1st Line Support Engineer

• Jan 2012 - Dec 2012

Providing the best service support for 60 customers worldwide including but not limited to Wolverhampton Wanderers, Suzuki, Puma Energy, Trafigura, Mondi Foods and Calleja. -Desktop/Laptop role out for 50 XP machines in Central America as part of a project for Puma Energy who acquired businesses from ExxonMobil. -Rebuild of Laptops/Desktops and remote deployment of software. -Backup monitoring and troubleshooting duties using Backup Exec and Veritas Backup software. -Standard printer support through to troubleshooting on the print server and terminal servers. -Administration of AD accounts on MS Server 2003 – 2008 including SBS. -Administration of email accounts on Exchange 2003 – 2010 including SBS. -Email whitelisting, blacklisting, release using Mailmarshal and web site access control using Webmarshal. -Server monitoring using Solarwind Software and HP Insight Manager. (Windows SBS 2003 – 2008, SAP, Terminal servers, Citrix, VMWARE and Exchange) -Secure Wifi access administration using Meru. -Working with 3rd party support team to resolve issues such as SAP on terminal servers. Show less

1st/2nd Line Analyst

• Oct 2011 - Oct 2011

The role alternates between 1st and 2nd line in an internal support team to provide very efficient support to em-ployees of the Institute of Chartered Accountants. Support was provided face to face or remotely. -Managed the call and email queue efficiently. -Troubleshooting Windows 7 and Office 2010 users in a virtualized environment. -Troubleshooting and maintaining office based imaging devices as well and replenishing printer consumables. -Setting up new employees with new workstations and related devices. Usually a Dell Netbook, desktop or a Wyse terminal connected to an external monitor, keyboard and mouse. -Administration and creation of user accounts in AD, AD groups, Shared directories, CRM, EBIS and Documentum. -Voicemail troubleshooting including retrieval using Omnitouch tab in Outlook and voice account setup and password resets for their accounts. -Troubleshooting telecommunications devices including Alcatel IP touch phones, Plantronics Wireless headsets, Blackberry, Iphones and Ipads. -Network troubleshooting on desktops including wired/wireless devices, Vodafone Mifi cards and using windows tools including ping, ipconfig or tracert etc… -Addressing virus issues using Sophos from a server in which I can remotely clean viruses that are present on any IT assets within the company. -Releasing undeliverable emails to users using Minesweeper. -Hardware troubleshooting for devices such as monitors, desktops, notebooks, netbooks, Wyse terminals, wireless mouse, keyboards and other similar devices. Show less

Service Desk Analyst

• May 2011 - Jul 2011

To provide a high level of support services to well-known companies including Odeon, Morrisons, Impellam and Retail Assist. -Taking ownership of calls and progressing through to completion. -Liaising with internal and external staff to resolve calls. -Making sure our call queue is monitored to prevent calls from going out of SLA -Providing support and training for new Windows 7 users. -Maintain a high level of 1st time fixes. -Troubleshooting remote access faults relating to Citrix and security tokens. Show less

2nd Line Analyst

• Aug 2010 - Apr 2011

- Assist the Managing Director in all areas when required. - Provide technical support at all levels. - Assist and train 1st Line support staff. - Update and maintain system help manuals and processes. - Write new reports and make system amendments. - Train new staff and customers. - Assist with company administration when required. - Assist with the coordinate and review of the company website and help maintain the company's online presence. - Where necessary, support the sales and marketing function of the business. - Represent the company at sales and marketing events. Show less

2nd Line Analyst Lloyds Banking Group

• Apr 2010 - Aug 2010

-Assisting 1st Line and other support teams with resolving support calls within SLA. -Filtering calls making sure they are passed on to the correct teams. -Resolve all calls that can be carried out remotely. -Provide training to the 1st Line team when required. -Remote deployment and configuration of Windows XP to desktop and notebooks. -Printer troubleshooting at 2nd level. -Network Troubleshooting. -Assisting 1st Line and other support teams with resolving support calls within SLA. -Filtering calls making sure they are passed on to the correct teams. -Resolve all calls that can be carried out remotely. -Provide training to the 1st Line team when required. -Remote deployment and configuration of Windows XP to desktop and notebooks. -Printer troubleshooting at 2nd level. -Network Troubleshooting.

Request Management (BAA)

• Jan 2009 - Dec 2009

-Creating, maintaining and deleting all Active Directory accounts to enable access to the IT infrastructure to suit the customer’s role. -Creating/Maintaining Active Directory groups and folder permissions within BAA’s Windows 2003 server environment to allow secure access to highly sensitive data pertaining to the customer’s role. Permissions created using both Local and Global group scopes. -Creating/Deleting Active Directory objects using in house script. -Create Lotus Notes accounts for customers to facilitate communication between internal and external personnel and access to Lotus Notes databases as required. -Creating and maintaining Remote Access Accounts to meet the remote working requirements of BAA and to allow remote access to IT systems. -Laptop data encryption using Safe Boot to protect from unauthorized access to confidential documents. Also assisting in the resetting of users safeboot accounts and/or machine recovery. -Assisting in the creation and maintenance of Airport Operational System accounts to allow access to the Airport Operational Suite of applications for internal and external customers. E.g. CCTV -Provision of software/applications to customers, ensuring that the relevant license and approval has been obtained in the first instance. -Assisting in implementing new projects, as and when required by the business. -Resolving access control related incidents from customers, and ensure these are handled and rectified in a timely manner. -Liaison with other resolver teams punctually, as and when required. -Ensuring all processes and procedures are adhered to and Service Level Agreements (SLA’s) are met. -Ensuring that IT Security remains paramount. Show less

1st Line Analyst (BAA)

• May 2008 - Dec 2008

Working on the BAA contract, my duties involved providing a high level of support to 10000+ users across BAA’s 7 UK airports. The scope of support varied from basic desktop troubleshooting in a Citrix environment to critical airport systems used throughout BAA's 7 airports. My main duties were to effectively manage the call queue preventing incidents from going out of the service level agreement, providing a high standard of first level contact resolution in a very pressured environment and to liaise with other technical support teams to help identify and resolve the incidents that are complex to fix. Show less