2nd Line Support Engineer

• Mar 2022 - Present

2nd Line Support Engineer

• May 2021 - Mar 2022

Supported financial service applications such as Bloomberg Terminal, Refinitiv Workspace and Cloud 9 Meeting room and video conference call setup for VIP and Executive staff using Zoom Using SCCM to perform the deployment of software application packages, provide remote support and imaging of PCs to Windows 10 Managing and logging of tickets using Halo ITSM ticketing system Taking ownership of setup for new user accounts and training Working with and escalating unresolved tickets to Networks, Server and Data Analytics teams Setting up kit for users working from home and putting together documentation Managed and setup of mobile devices using VMware AirWatch Multi Factor Authentication setup and configuration using Okta and Microsoft Azure AD Working alongside the Desktop Support Team Lead to carry out office moves after hours Show less

Information Technology Support Technician

• Nov 2015 - Nov 2020

Supported legal applications such as Bighand 5.0, iManage Filesite 8.5, Laserform, Visualfiles Identified user issues, troubleshot problems and delivered workable solutions over the phone, remote and desk side Performed hardware and software installations for devices such as printers, PCs and Windows operating systems Liaised with 3rd party to assist with running weekly backups of the physical server(s) for disaster recovery Create and configure new user accounts in Active Directory and Microsoft Exchange 2012, applying the correct group and folder level permissions Liaised with 3rd party hardware and software suppliers such as Canon and HP for printer kit supplies and maintenance Show less

Service Desk Analyst

• Oct 2015 - Nov 2015

Provided 1st line support to 500 users via telephone or remotely using Mitel IP phones and Win VNC Viewer Escalated unresolved calls to 2nd and 3rd line, updating the call reference logs and keeping the end user informed Performed email archive backups on a weekly basis using the Enterprise Volt Email Archive System Logged support calls are using ManageEngine Service Now Plus and resolved in line with the service level time frame Configured user accounts and reset passwords in Active directory on Windows Server 2008 Show less

2nd Line IT Support Analyst

• Mar 2014 - Oct 2015

Ensured all support calls were logged and resolved using Spiceworks call logging system Managed and configured new user extension numbers using Shoretel director and migrated to Mitel telephone system Supported bespoke legal software such as Bighand, Civica Legal, Worksite 8.5 Document Management System Managed Blackberry devices with Sophos Mobile Control and Blackberry Enterprise Server Ensured all support calls were logged and resolved using Spiceworks call logging system Managed and configured new user extension numbers using Shoretel director and migrated to Mitel telephone system Supported bespoke legal software such as Bighand, Civica Legal, Worksite 8.5 Document Management System Managed Blackberry devices with Sophos Mobile Control and Blackberry Enterprise Server

Windows 7 Rollout Engineer

• Jan 2014 - Mar 2014

Reported to the Project Manager, assisted with the migration of 500 users in the London office from Windows XP to Windows 7 operating systems using System Configuration Manager (SCCM) and provided desk side support, troubleshot and resolved technical IT support related issues. Reported to the Project Manager, assisted with the migration of 500 users in the London office from Windows XP to Windows 7 operating systems using System Configuration Manager (SCCM) and provided desk side support, troubleshot and resolved technical IT support related issues.

Information Technology Support Engineer

• Jul 2013 - Sep 2013

IS Support Engineer

• Apr 2013 - Jun 2013

1st Line/2nd Line IT Support Analyst

• Oct 2012 - Dec 2012