Experience

The Aurora-Group

• United Kingdom
• Education Administration Programs
• 100 - 200 Employee

• Senior IT Engineer - Infrastructure & Projects

  • Mar 2022 - Present

• 1st/2nd Line Support Engineer

  • Sep 2019 - Mar 2022

  • Single point of site of contact for all 4 of Aurora Bristol sites and travelling between sites where necessary• Ensuring smooth daily operations of IT related equipment and software• Maintaining and providing 1st/2nd line support to users on Windows 10/Windows Server 2012/2016/2019 (Hyper-V environment) and escalating to 3rd party where relevant• Creating new users and student accounts, permissions, file shares, email and group policies• Building Laptops and Desktops bespoke to all sites and ensuring all relevant software and licenses are applied• Setting up other IT equipment including Mobile phone, desk phones, WAPs, printers, iPads, interactive whiteboards• Removal of switches/patch panels and relating components from redundant buildings from all sites• Carry out a full asset list of equipment of all sites and extracting system info in preparation for Aurora’s new ITSM• Recreating neglected file shares and permissions• Responsible for the disposal of all IT equipment and salvaging all reusable parts• Remote assistance support (senso)• Web filtering permissions (Sophos)• Attend additional Aurora sites across the UK for general support and where tasks are unable to be carried out remotely• Completing hand overs of sites and training new IT staff members on Aurora Systems• Assist with laptop roll out project across the business Show less



Mission Australia

• Australia
• Non-profit Organization Management
• 700 & Above Employee

• Service Desk Analyst/Windows 10 Rollout

  • Oct 2018 - Mar 2019

  Performing windows 10 upgrades and assisting with the below: • Pre upgrade user backups • Local to One Drive file migration (flyserver) • Upgrade Installation failures • Log in/file migration issues • Network drive/printer/email issues • Application configuration issues • Ensure relevant software/devices have been installed • Supporting other in-house applications Additional remote support includes: • Desktops, Laptops, Mobiles, Printers, Office 2010-2016, O365, One Drive, Skype For Business • Network troubleshooting (VeloCloud Orchestrator) • VPN support (BIG IP Edge Client/Zscaler) • Creating new and maintaining user accounts/mailboxes/calendars etc • Supporting other in-house applications Show less



Wincanton

• United Kingdom
• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• Service Desk Analyst (1st/2nd Line)

  • May 2018 - Jul 2018

  • Setting up, maintaining and providing support to users on Active Directory, Windows XP/ 7/10, Server 2008/2012, Symantec VPN, Exchange & MS 2007-2016 + O365, Skype For Business • Supporting Wyse terminals, desktops, laptops, printers and mobile phones across all sites and partner sites • Citrix Support (Director, Desktop) • Remote assistance support (VNC,Citrix,MSRA) • Network Support/troubleshooting/monitoring (Nagios) • Mail control (Forcepoint/Websense) • File Restores (IBM Tivoli Storage Manager) • Support of varies in house warehouse/transport applications • Log service requests/incidents using ServiceNow Show less



Hanover Housing Association

• United Kingdom
• Non-profit Organization Management
• 100 - 200 Employee

• 2nd Line/Desktop Support

  • Aug 2017 - Mar 2018

  • Diagnose and resolve technical issues escalated through the Service Desk and liaising with 3rd line where necessary • Assist the Service Desk on walk-ups with laptop/hardware/network queries • Order/image/setup users laptops/desktops/mobile phones to Hanover standards • Providing support with internal projects including mobile/laptop roll outs • Ordering hardware/software as and when needed • Assist with office/desk moves • Diagnose and resolve technical issues escalated through the Service Desk and liaising with 3rd line where necessary • Assist the Service Desk on walk-ups with laptop/hardware/network queries • Order/image/setup users laptops/desktops/mobile phones to Hanover standards • Providing support with internal projects including mobile/laptop roll outs • Ordering hardware/software as and when needed • Assist with office/desk moves



Marie Stopes International

• United Kingdom
• Non-profit Organizations
• 700 & Above Employee

• Global Service Centre Analyst (1st/2nd Line)

  • Jul 2016 - May 2017

  Working as part as a team on a busy Service Centre supporting over twenty thousand customers in the UK and 37 other countries across the globe for a multinational charity • Log all incidents and requests via telephone and email using Landesk, categorising and prioritising them and escalating it to another team when applicable • Setting up, maintaining and providing support to users on Active Directory, Windows 7/10, Server 2008/2012, Powershell, Exchange 2010 & office 365, McAfee ePO 5.1, Mitel phone system/YSE, MDM (Intune) and bespoke internal software • Provide additional remote support including Desktops, Laptops, Mobiles, Office 2010-2016, One Drive, Skype For Business, Sharepoint RDP, VPN, Citrix • Setting up computers, laptops and company mobile phones across all sites and ensuring all relevant software is installed • Ordering/raising purchase orders for IT equipment and install if required • Performing daily infrastructure checks on hardware and software including backup tapes, VM, Solarwinds,SAN, Citrix • Providing technical advice and assistance to colleagues where needed • Setting up remote sites across the uk, with laptops, printers, router and patching where necessary Show less



Bristol City Council

• United Kingdom
• Government Administration
• 700 & Above Employee

• Service Desk Engineer (1st/2nd line)

  • Sep 2015 - Jun 2016

  • Covering 1st and 2nd Line support issues - troubleshooting of IT related problems from in-house software to hardware, such as Blackberry’s, Laptops, PCs and Printers • Administration and maintenance of Windows 7, Windows Server 2008, Active Directory, Exchange 2010, Printer server, Ascend ID, Blackberry Server, Lync • Troubleshooting additional it problems including VMware/VDI, Remote Desktop, VPN, Networking, Proofpoint • Analysing and resolving faults ranging from a major system crash to a forgotten password and spot trends when applicable • Remotely install and configure software products Show less



Avon & Wiltshire Mental Health Partnership

• United Kingdom
• Medical Practices
• 1 - 100 Employee

• IT Systems Administrator

  • Jun 2015 - Jul 2015

  • Providing computer support to users • Logging calls and incidents with 3rd party suppliers and their processes. • Device/ Application/ End client testing • Creating system documents • Carrying out other various duties as required • Providing computer support to users • Logging calls and incidents with 3rd party suppliers and their processes. • Device/ Application/ End client testing • Creating system documents • Carrying out other various duties as required



Whitehall Garden Centre

• Lacock, England, United Kingdom

• IT Systems Administrator

  • Mar 2011 - Oct 2014

  Responsible for all organisational IT systems & associated equipment • Managing the company network on Windows Server 2008 R2. Setting up and managing users on both Active Directory and Microsoft Exchange • Providing daily assistance to the directors and all staff for IT related issues and questions, both hardware and software related • Setting up new computers, tills and company iPhones across all sites and ensuring all relevant software is installed • Ensuring that all staff are trained with the use on any hardware or software • Resolving all computer and till issues across all • Repairing IT/EPOS equipment or replace when necessary • Installing and moving tills/laying cables across the site for specific events • Managing the telephone system (Panasonic KX-TDE). Sets up new office telephones, wireless telephones, assign extensions/call groups and provide support as requested • Responsible for backups on all servers across all sites (shared drives/accounts/HQ/stores) • Designing and implementing custom POS hospitality screens for required events across all sites Additional Duties: • Manage, Maintain & Control the Internet Trading Activity, targeting growth in sales & profitability to agreed targets • Update the company website using the Content Management System (Nitro sell) • Coordinating/adding products on the website (RMS/CMS) • Processing, payment and dispatching of all internet orders (RMS POS/Pay vector) • Running Event Ticketing - Creating/Setting up eTickets (RMS/Word/Automatic PDF Module) Coordinating Web Site activity, web store support and enquiries • Reply/forward email enquiries • Setup Garden Club/point redemption/double for our Garden Club members Show less