Experience

SMS plc

• United Kingdom
• Utilities
• 500 - 600 Employee

• Desktop Support Engineer

  • Jan 2023 - Present



QA Ltd

• United Kingdom
• Higher Education
• 700 & Above Employee

• IT Support Technician

  • Sep 2021 - Jan 2023

  A day to day insight in my role is to make sure all the desktops/laptops work for lectures and students in the campus. Also troubleshooting any errors that occur on the desktops, laptops, servers and other equipment e.g. monitor, projectors etc. also planning ahead for any changes to image for them to be setup for the students/lecturers. Key responsibilities ● Building computer systems with Microsoft software thru deployment provider (GHOST) for unique courses to each classroom that will be used for lectures and students. ● Maintaining DHCP server that connects to the internet for each classroom ● Using GHOST to construct servers/laptops/desktops for courses e.g. Constructed 10+ laptops for student use ● Supporting and servicing servers (Image Servers, DHCP servers making sure each link is working in the server rack) ● Observing excessive bandwidth utilization as well as seeking out any inappropriate content through the WatchGuard system ● Updating laptop and desktops with the latest software & Hardware ● Building Classrooms by adding desktops, cabling in addition to cable management to make into a fully useful classroom ● Taking down technical feedback from lecturers/students each week and seeing what we can do to enhance the service ● Making sure each desktop/laptop in every classroom are a high standard ● Routine maintenance of the switches to make sure that they do not go faulty as this would lead to loss of functionality in the classrooms ● Helping students with queries in regard to MS Office apps



De La Rue

• United Kingdom
• International Trade and Development
• 700 & Above Employee

• End User Support

  • Jul 2021 - Sep 2021

  • Record, log, and track all events, problems, and requests from customers through telephone, Self Service, in person, or that are always automatically logged into Remedy - always according to SLA. • Take part in the client call process by accepting calls on the Service Desk line or reacting to incidents filed by end user clients through the ITSM Portal and allocating them to the appropriate IT team once they have been triaged. • To keep track of all occurrences and service requests so that good data for incident and problem management may be gathered. • Record, track, and document the Service Desk problem-solving process, including all successful and unsuccessful choices and actions taken, all the way through to final resolution. • Prioritize and schedule actions to address events, problems, or requests so that service standards are met. As part of the Escalation process, escalate problems to the appropriate skilled technician, Lead, or IT Management. • Maintain up to date knowledge of hardware and equipment contracts and if necessary, liaise with third-party support and equipment vendors. • Perform post-resolution follow-ups with end users who have logged calls. • Perform Password resets across all relevant systems. • Build and / or configure End User Devices such as Desktop, Laptop, Mobile Phones or Tablets. • Create (where applicable) and maintain the Knowledge base as required and maintain IT Documentation and Processes. • Install, configure, test, maintain, monitor, and troubleshoot end user client hardware, software, and peripherals. • Perform analysis, diagnosis, and resolution at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications. • Assess the need for and recommend, schedule, and implement performance upgrades to PCs and associated equipment. • Access software updates, drivers, knowledge bases and frequently asked questions resources to aid in problem resolution.



The Guinness Partnership

• Non-profit Organizations
• 700 & Above Employee

• 1st Line Support

  • Oct 2020 - Jun 2021

  Answering calls that come through to the Helpdesk weather it is from the contact centre staff, tradesmen or other departments with such issues slow Citrix connections, WYSE terminal or laptop issues, hardware issues, issues with accessing or faulty apps specific to Guinness, issues with accessing shared drives, issues with Citrix connections or VPN connections as well creating various distribution groups, shared inboxes and giving users access to Send On Behalf/Send As Requests and also dealing with issues with users mobile phones through Airwatch. Key responsibilities - Logging tickets and capturing and appropriately documenting all records into TopDesk. - Using Exchange Admin Centre to deal with creating/adding users to shared Inboxes/distribution groups and giving users access Send On Behalf/Send As Requests. - Disconnecting Citrix sessions if they come either slow or problematic for the user. - Using Active Directory to reset passwords or add users to several groups to access shared drives or programs needed for their role. - Troubleshooting any issues and providing a first time fix if possible if I’m unable to resolve will send the ticket to the appropriate team or the details to or 3rd party vendor. - Trying to resolve issues with user’s Android phones or tablets though Airwatch. - Office 2010 configuration and fault fixing. - Escalating tickets to managers or to the team where the tickets reside. - Checking the unassigned que for tickets and trying to resolve them. - Using remote software to connect to either users Citrix sessions or laptops and configuring their laptop with the latest updates if needed. - Contacting users as well as escalating tickets if the user feels the need for this to happen. - Transferring tickets to the relevant teams for the particular query i.e. if a desktop issue send the ticket over to 2nd line team or if an issue with an certain application send the ticket over to the app support team.



Great Places Housing Group

• United Kingdom
• Civic and Social Organizations
• 400 - 500 Employee

• Service Desk Engineer

  • Aug 2020 - Oct 2020

  Calling users to arrange for a specific time and date to remove WebRoot Antivirus software due to license expiration and installation of company standard Anti-Virus Software (Sophos). Key responsibilities - Calling users to arrange a specific time and date to remove and install the Anti-Virus Software - Remoting into users’ machines using remoting software (TeamViewer) to add the new Anti-Virus software - Removing the unlicensed WebRoot Antivirus software through the WebRoot console - Adding Sophos on the user’s machines by copying it the user’s desktop and adding it through an executable program - Noting on the master log when I have completed an install or if it failed - If unable to install raising a ticket with Service Desk for them to look further into the issue - Communicate with users of installation date i.e. through Outlook calendar invites and communicating duration of process for the removal and re installing of Anti-Virus software communicating to them the process and how long it will take for the removal and re installing of Anti-Virus software



QA Ltd

• United Kingdom
• Higher Education
• 700 & Above Employee

• Course Support Engineer

  • Apr 2018 - Jul 2020

  A day to day insight in my role is to make sure all the desktops/laptops work for delegates who are taking the course in the classrooms, troubleshooting any errors that occur on the desktops, laptops, servers and other equipment e.g. monitor, projectors etc. also planning ahead for next week courses for them to be setup Key responsibilities • Building desktops with Microsoft software each day/week through deployment service (GHOST) for specific courses to each classroom • Maintaining DHCP server that connects to the internet for each classroom • Using GHOST to build servers/laptops/desktops for specific courses that are needed for it e.g. built 20+ laptops for ITIL exams • Supporting and servicing servers (Image Servers, DHCP servers making sure each link is working in the server rack) • Observing high bandwidth usage as well as looking for any inappropriate content being looked at through WatchGuard system • Updating laptop and desktops with the latest software & Hardware • Building Classrooms by adding desktops, cabling as well as cable management to make into a fully functional classroom • Taking down technical feedback from delegates every week and seeing what we can do to improve the service • Making sure each desktop/laptop in every classroom are a high standard • Routine maintenance of the switches to make sure that they don’t go faulty as this would lead to loss of functionality in the classrooms • Doing spot checks for our virtual delegates who log on externally from home to the course this is to make sure they are able to attend the course without interruptions • Creating courses from scratch using Microsoft base images from the Microsoft Website



Swinton Group

• United Kingdom
• Insurance
• 700 & Above Employee

• 2nd Line Support

  • Nov 2016 - Mar 2018

  Helping users in call centre and branches as well as other departments with their desktops such as issues with specific software for that role or hardware issues such as faulty power, not enough memory in the desktop, helping agile workers with their laptop creating a laptop specific to their role using an app stack created in SSCM by the SCCM engineer as well maintaining printers, meeting rooms and director suites Key responsibilities • Troubleshooting system errors and providing a 1st time fix if possible or routing to appropriate team and 3rd party vendor • Identifying root causes of problems and escalating repeat problems to the necessary teams • Capturing and accurately documenting all information into LANDesk • Updating of Incident Management system, investigating failed builds and reporting to 3rd line teams • IT admin/support within a range of organizations, using Active Directory, Exchange and Citrix. • Building desktops/laptops through the SCCM deployment tool • Going to the user to identify and resolve the issue where user is • Active Directory Administration • Windows 7/XP Professional Administration and trouble shooting • Exchange 2010 Administration • Office 2010 configuration and fault fixing • Thin client technology iGel and Wyse support • iPad configuration and troubleshooting Key achievements/projects ● Building around 1,000-2,000 Windows 10 laptops and desktops using SCCM deployment tool ● Floor walking support to VIP users and Executives of the company ● Fixed around 100 faults first time in one day when they have been laying waiting to be resolved for several months



Co-op

• United Kingdom
• Retail
• 700 & Above Employee

• Service Desk Analyst

  • Aug 2016 - Nov 2016

  ● Answering calls from company and funeral care users managing their issue e.g. resetting user passwords, gaining access to numerous portals and supporting them access devices that allow them to connect out of the Co-Op network, I additionally would also update and check notes on faults and if something need to be expedited or checked with customers/ engineers this would be done. ● Making certain I pay attention to users while elevating a fault and to make certain I’m empathetic and escalate the problem if it arises to a supervisor additionally if I’m not able to do a first time fix I would pass over to 2nd Line Support for additional assistance ● Answering calls and being attentive to users while raising a fault to make certain that we have got all the facts about the fault ● Would use the internal system for Co-Op to log/update/action faults I might additionally make outbound calls so that the customer is up to date on the fault that they've raised and what actions had been taken or could be taken.



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Service Desk Analyst

  • Nov 2015 - Aug 2016

  ● Receiving inbound calls from numerous commercial businesses who have issues with their infrastructure that can affect their day by day routine for examples broadband router or phone line now no longer working in Ladbrokes store could have an effect on how cashier inputs cash or bets into the till this additionally includes handling peripheral devices which includes iPads. ● Thoroughly checking notes on faults so that anybody that calls again a colleague is capable of seeing the notes which have to be very clear and precise additionally ensuring I make outbound calls to clients to see if the problem has been resolved or needs escalating to our 2nd line engineers. ● Communicating with our 2nd/3rd line engineers when the fault has been escalated to them and ensuring the issue is resolved or if there are any delays in resolving the issue we communicate this to the customer in a well-timed manner. Key achievements/projects ● Achieved 95% call quality assurance in my calls ● Due to outstanding performance I was selected to deal with corporate/sensitive accounts



Telefónica

• Spain
• Telecommunications
• 700 & Above Employee

• Customer Service Advisor

  • Jan 2010 - Oct 2015

  ● Dealing with specific customers with their queries e.g. What allowance they want, what’s incorrect on their account, both on their mobile phone or mobile broadband in addition to explaining distinctive billing queries on their pay monthly accounts ● Dealing with diverse systems while dealing with customer’s queries ● Processing the info for the customers in the event that they want to be handled by different departments ● Dealing with customers who had a grievance ● Selling diverse products which the customer can gain from ● Making payments on customers pay monthly accounts Key achievements/projects ● Selected to create training materials for fellow colleagues on how to resolve issues with iPhones/Android phones and then give training to a select group of colleagues ● Achieved 95% sales target for 9 months and was commended for this ● Achieved 90% call quality assurance in my calls ● Helped new advisors to settle in by showing them on how to resolve issues/calls and deal with any escalations that came forth



Ticketmaster

• United States
• Entertainment Providers
• 700 & Above Employee

• Inbound Call Agent

  • Sep 2008 - Feb 2009

  The role I was required to do entailed dealing with different customers wanting to book tickets for various events around UK & Ireland I also dealt with various in-house systems to book these tickets for customer as well as taking payment from the customer in addition to this I also dealt with customers grievances if any If any new members for a football club or cricket club I would deal with this by adding various details of the customer and advising them the T&Cs of the membership as well as pricing.



RAC

• United Kingdom
• Vehicle Repair and Maintenance
• 700 & Above Employee

• Customer Service Specialist ( Roadside Services )

  • Aug 2007 - Jun 2008

  My day to day role was dealing with customers who had breakdown calls where I had to asses the situation weather it was a critical situation ( customer on the motorway, child locked inside the vehicle, female alone in the car in the night) or a normal breakdown situation where a customer has a flat tyre outside his home) I would then process the details so that the deployment team can give the ticket to the recovery drivers. I would also process data for new members who wanted to join the breakdown service and explain details to them before I sent them to a sales team to get this ratified where they would go through T&Cs with the customer.



McDonald's

• United States
• Restaurants
• 700 & Above Employee

• Crew Member

  • Mar 2004 - Aug 2007

  My day to day role would be on the till serving customers and asking what they would like to order as well as upselling items on the menu I would also deal with cash payments and answer customers queries and complaints if any items that need to be returned. At the end of each shift I would count stock, as well replenish the stock that needed to be done for the next day, I would also make sure that each part of the restaurant was cleaned and ready for the next shift. My day to day role would be on the till serving customers and asking what they would like to order as well as upselling items on the menu I would also deal with cash payments and answer customers queries and complaints if any items that need to be returned. At the end of each shift I would count stock, as well replenish the stock that needed to be done for the next day, I would also make sure that each part of the restaurant was cleaned and ready for the next shift.