Service Desk 2nd Line Technician

• Jul 2017 - Oct 2019

1st Line Service Desk Analyst

• Dec 2015 - Jul 2017

Administering, configuring and supporting the following key technologies: • Citrix XenApp/XenDesktop 6, 6.5, 7.6 , Citrix AppCenter, Director, Studio • Active Directory and Group Policy Management • Microsoft Server 2003 – 2012 R2 • Microsoft Exchange 2007, Enterprise Vault Management, Exchange Management Console • MS Lync/Skype for Business • Microsoft Office 2007, 2010 and 2013 • Windows XP, 7, 8, 10 • Networking - TCP/IP, DNS, DHCP, LAN/WAN, Wifi, VPN… Show more Administering, configuring and supporting the following key technologies: • Citrix XenApp/XenDesktop 6, 6.5, 7.6 , Citrix AppCenter, Director, Studio • Active Directory and Group Policy Management • Microsoft Server 2003 – 2012 R2 • Microsoft Exchange 2007, Enterprise Vault Management, Exchange Management Console • MS Lync/Skype for Business • Microsoft Office 2007, 2010 and 2013 • Windows XP, 7, 8, 10 • Networking - TCP/IP, DNS, DHCP, LAN/WAN, Wifi, VPN, Router • Antivirus software (Webroot, Symantec) • E-Mail filtering software (McAfee, Everycloud) • IGEL UMS Management, PC Imaging and Setup • Blackberry BES and SafeNet Token administration • XenServer, VMWare, Hyper-V, VMM 2008R2 • Backup and Restore (CommVault) Role involves: • Providing 1/2nd line technical support via telephone, email or remote connection. • Managing multiple citrix farms and server groups in a multi-tenanted, multi-domain environment. • Troubleshooting exchange/outlook issues ranging from email bounce backs to incorrect MX records. • Printer/Scanner setup through Print Server. • Creating and testing new user accounts and device setups to ensure required functionality. • Liaising with 3rd party application vendor for problem resolution. • Mentoring, developing and assisting recently joined colleagues. • Client site visit to provide face to face support. • Providing emergency 24/7 support Show less Administering, configuring and supporting the following key technologies: • Citrix XenApp/XenDesktop 6, 6.5, 7.6 , Citrix AppCenter, Director, Studio • Active Directory and Group Policy Management • Microsoft Server 2003 – 2012 R2 • Microsoft Exchange 2007, Enterprise Vault Management, Exchange Management Console • MS Lync/Skype for Business • Microsoft Office 2007, 2010 and 2013 • Windows XP, 7, 8, 10 • Networking - TCP/IP, DNS, DHCP, LAN/WAN, Wifi, VPN… Show more Administering, configuring and supporting the following key technologies: • Citrix XenApp/XenDesktop 6, 6.5, 7.6 , Citrix AppCenter, Director, Studio • Active Directory and Group Policy Management • Microsoft Server 2003 – 2012 R2 • Microsoft Exchange 2007, Enterprise Vault Management, Exchange Management Console • MS Lync/Skype for Business • Microsoft Office 2007, 2010 and 2013 • Windows XP, 7, 8, 10 • Networking - TCP/IP, DNS, DHCP, LAN/WAN, Wifi, VPN, Router • Antivirus software (Webroot, Symantec) • E-Mail filtering software (McAfee, Everycloud) • IGEL UMS Management, PC Imaging and Setup • Blackberry BES and SafeNet Token administration • XenServer, VMWare, Hyper-V, VMM 2008R2 • Backup and Restore (CommVault) Role involves: • Providing 1/2nd line technical support via telephone, email or remote connection. • Managing multiple citrix farms and server groups in a multi-tenanted, multi-domain environment. • Troubleshooting exchange/outlook issues ranging from email bounce backs to incorrect MX records. • Printer/Scanner setup through Print Server. • Creating and testing new user accounts and device setups to ensure required functionality. • Liaising with 3rd party application vendor for problem resolution. • Mentoring, developing and assisting recently joined colleagues. • Client site visit to provide face to face support. • Providing emergency 24/7 support Show less

Helpdesk support Trainee

• Apr 2015 - Dec 2015

1st line support

• Jul 2015 - Oct 2015

• Providing 1st/2nd line support to over 600 users both face to face and over the phone. • Building and configuring specific laptops from scratch for new and current users which required technical skills including MAC OS X. • Diagnosing various desktops, applications, networking and infrastructure issues and software’s patching. • Adding users to a domain applying group policies solving any related issues. • Installing and configuring telecommunication equipment such as Cisco desk… Show more • Providing 1st/2nd line support to over 600 users both face to face and over the phone. • Building and configuring specific laptops from scratch for new and current users which required technical skills including MAC OS X. • Diagnosing various desktops, applications, networking and infrastructure issues and software’s patching. • Adding users to a domain applying group policies solving any related issues. • Installing and configuring telecommunication equipment such as Cisco desk phones. • Responsible for maintaining backups and for project work such as new builds; backing up VIP member laptops and desktops. • Proactively keeping users informed throughout all stages of all processes by phone, email and instant messenger. Show less • Providing 1st/2nd line support to over 600 users both face to face and over the phone. • Building and configuring specific laptops from scratch for new and current users which required technical skills including MAC OS X. • Diagnosing various desktops, applications, networking and infrastructure issues and software’s patching. • Adding users to a domain applying group policies solving any related issues. • Installing and configuring telecommunication equipment such as Cisco desk… Show more • Providing 1st/2nd line support to over 600 users both face to face and over the phone. • Building and configuring specific laptops from scratch for new and current users which required technical skills including MAC OS X. • Diagnosing various desktops, applications, networking and infrastructure issues and software’s patching. • Adding users to a domain applying group policies solving any related issues. • Installing and configuring telecommunication equipment such as Cisco desk phones. • Responsible for maintaining backups and for project work such as new builds; backing up VIP member laptops and desktops. • Proactively keeping users informed throughout all stages of all processes by phone, email and instant messenger. Show less

Head Chef

• Feb 2012 - Apr 2015

• Providing customer services and solving problems whilst dealing with queries and complaints in a polite, diplomatic and helpful manner. • Working effectively under pressure and ensuring that all targets are met on time. • Demonstrating ability to work efficiently with a team which developed my team leadership and interpersonal skills. • Displaying flexibility; often working different shift patterns and weekends at short notice

Chef, Kitchen manager

• 2007 - 2012

Customer service Stock control Team training

Sales Assistant

• 2004 - 2007

• Building several PCs from scratch, upgrading computers to customers specifications which required technical skills • Performing negotiation at senior level, improving customer relations, searching and contracting new clients and partners • Analysing, prioritising and organising day to day tasks in order to meet tight deadlines • Selling laptops/PCs to business clients, dealing with customers face to face, over the phone developed my customer service skills • Working with sensitive… Show more • Building several PCs from scratch, upgrading computers to customers specifications which required technical skills • Performing negotiation at senior level, improving customer relations, searching and contracting new clients and partners • Analysing, prioritising and organising day to day tasks in order to meet tight deadlines • Selling laptops/PCs to business clients, dealing with customers face to face, over the phone developed my customer service skills • Working with sensitive electronics and repairing laptops as well as setting up networks (LAN/WIFI) • Installing, maintaining and troubleshooting printers developed my technical skills • Providing and setting up functions with network and visual equipment Show less • Building several PCs from scratch, upgrading computers to customers specifications which required technical skills • Performing negotiation at senior level, improving customer relations, searching and contracting new clients and partners • Analysing, prioritising and organising day to day tasks in order to meet tight deadlines • Selling laptops/PCs to business clients, dealing with customers face to face, over the phone developed my customer service skills • Working with sensitive… Show more • Building several PCs from scratch, upgrading computers to customers specifications which required technical skills • Performing negotiation at senior level, improving customer relations, searching and contracting new clients and partners • Analysing, prioritising and organising day to day tasks in order to meet tight deadlines • Selling laptops/PCs to business clients, dealing with customers face to face, over the phone developed my customer service skills • Working with sensitive electronics and repairing laptops as well as setting up networks (LAN/WIFI) • Installing, maintaining and troubleshooting printers developed my technical skills • Providing and setting up functions with network and visual equipment Show less