IT Support Engineer

• Jul 2023 - Present

IT Support Engineer

• Jun 2017 - Jul 2022

I worked with the ESRI for 5 years in a small IT team and was the first point of contact for all staff, by providing advanced level technical support for hardware, software, cloud and networking queries logged to the helpdesk. I individually lead the setup and rollout of laptops to all staff at the beginning of Covid-19 lockdown, to transition from onsite to remote working within a two-week period. I utilised MS Azure and Intune to install/deploy software onto laptops via Microsoft Company Portal and set up geo-fencing conditional access polices for staff located in different countries. Created online tutorials via Microsoft Stream for password resets, Outlook and VPN queries. Performed troubleshooting for staff working remotely using TeamViewer and Microsoft Teams. Deployed newly built Windows 10 images onto laptops and PCs using Microsoft Deployment Toolkit and conducted regular driver updates. Demonstrated excellent verbal and written communication with colleagues and third-party providers to effectively promote knowledge sharing, project collaboration and ensure speedy resolution of support issues. Coordinated the ongoing maintenance of software, such as Sophos Anti-Virus and Pulse Secure VPN. Assisted with creating an RDP server for using Azure AD Application Proxy to allow remote access to on-premises applications. Provided consultancy services to the Irish Fiscal Advisory Council (IFAC) by migrating their Domain Controller and File Server. Liaised with HR to develop a workflow in Microsoft Power Automate in order to create, modify and remove users through Active Directory and Microsoft Azure. Aided with Veeam backups, server, cloud and VPN management. Responsible for securely wiping data from hardware before being recycled. General support and basic maintenance for both network and standalone printers. Was the chairperson of the Sport & Social Committee for 4 years. Show less

ICT Service Desk

• Feb 2016 - Jul 2016

In my third year at the TU Dublin, I got the opportunity to spend six months doing an internship for the HSE. In that time I learnt a variety of IT skills as an IT administrator. My daily duties involved logging and resolving calls that came in from HSE staff. I set up new email and user accounts in AD, provided employees with their new passwords and unlocked accounts users were locked out. Responsible for providing users access to certain folders using AD. Monitored the IT inventory and dealt with hardware disposal requests. Installed and uninstalled applications locally and remotely using TeamViewer. Assisted with creating a new Windows Image using Microsoft Deployment Toolkit (MDT). Shadowed colleagues with more advanced tasks. Show less