Field Service Engineer

• Oct 2018 - Present

I moved to acs to take on a new role of Field Service Engineer, a role that I’ve wanted to do for a while in IT. The role involves visiting client sites to resolve break fix issues including site outages, networking, printers and other issues that the Service Desk are unable to resolve remotely. It also includes installing and configuring new equipment (laptops, desktops, printers, switches etc). I also complete level 1 site infrastructure audits for potential new clients, and carry out new client on-boarding, transitioning a new client from their previous provider to our platform and remote agent, this also includes performing hardware audits, updating documentation and completing handovers to the Service Desk team. During the COVID-19 pandemic, I also assisted the Service Desk team with 1st-3rd line queries, logging tickets and resolving as required, building a strong relationship with customers and clients along the way. Show less

Service Desk Analyst

• Aug 2017 - Oct 2018

Providing 1st-3rd line support to over 200 clients/customers. Anything simple from password resets in Office 365 and Active Directory to creating group policies and firewall policies on routers. Use the following software/applications in my role: - Active Directory Office 365 (admin center and Exchange) Exchange 2007/2010/2013 Group Policy VPN (Windows/Draytek/Watchguard) Windows 7/8.1/10 Routers (Draytek/Watchguard) Firewall (Draytek/Watchguard) Microsoft SBS/2011/2012/2016 servers Plus any standard IT support including printer/PC/laptop configuration. Show less

IT Operations Engineer

• Sep 2014 - May 2017

Supplying top quality IT service and support to a number of recruitment agencies. Duties include working in a 1st line IT environment, logging tickets, resolving basic IT issues and problems, and also working in a 2nd line team, investigating and resolving more complex IT issues. Our clients mainly use Citrix based desktops to log in, accessible via a Citrix online web portal using Citrix receiver, other clients use RDP sessions, which are all accessible using Citrix shadow tools and RDP remote access. Show less

Senior IT Operations Engineer/IT Problem Manager

• Mar 2016 - Sep 2016

Following a promotion within the department, I was seconded to Senior IT Ops Engineer and also took control of the IT side of Problem Management, which became 2 roles in one position.The Senior Ops Engineer role focuses on helping develop the knowledge and improve skills of the 1st and 2nd line engineers, also covering certain tasks for the IT Ops Team Leader when needed. The IT Problem Manager role focuses more on the ITIL aspects of Problem Management, looking for multiple incidents that could become a problem, working on problems to find a root cause and deploying workarounds/solutions when required. It also involves looking after the P1 process, creating a problem ticket for each P1 and working with 3rd parties/internal teams to come up with a solution.Unfortunately the role was not working out in the way the management team had hoped, and the role was combined with the Recruitment Applications Problem Manager role to become one role. I therefore moved back to my old role of IT Operations Engineer. Show less

Senior IT Support Technician

• Nov 2013 - Sep 2014

Following a consultation period within the department, I was successful after applying for a Senior IT Support Technician role. The role was an escalation point/contact and go to person for Northampton based team, and also acted like a head person for support in Northampton. We switched to the Cherwell ticket logging system, which replaced Remedy, and moved our 1st line support team in house, rather than having a dedicated 3rd party support team to take calls.

IT Support Technician

• Oct 2008 - Nov 2013

Made a career change to take on another challenge and joined the IT Support team where I learnt many things over the 5 years I was there.During my time in IT I became an important member of the Service Support team, supporting up to 2000 internal customers and many external customers, using the Remedy system, all tickets are logged via our external 3rd party 1st line support team, which are then passed to ourselves to resolve using the correct methods. I worked in a team of 7 based over 2 locations, Northampton and Iver, and occasionally in our Nuneaton office. We also visit our 30+ depots between us each year to provide onsite support for a couple of days, as well as visiting external clients to show our continuous support to them.All of our users are Citrix based, which are installed and run from Windows Server 2008 servers, we also use and support operating systems Windows XP and Windows 7 for our PC and laptop users, we can also manage our Citrix servers using VMWare VSphere Client. Show less

Secure Bureau Night Shift Team Leader

• Aug 2006 - Oct 2008

Was promoted to Team Leader, where I was in charge of a team of 8-12 members of staff, conducting 1-2-1’s, return to work interviews and general support to all staff when needed, assisting on the shop floor at the end of the shift to make sure all vans left on time. I would allocate work to my team evenly at the beginning of each shift to fit their skills, would train them in certain areas when required and make sure sufficient staff were trained to cover in all areas. I also had to brief and support my team when new projects came in that required extra training. I also supported the Shift Manager’s when they needed it, covering when any Shift Manager was either off sick or on holiday, completing reports and other tasks when required. Also whilst in this role, I attended a 2 day Train the Trainer course and also gained an NVQ Level 2 qualification in Team Leading, by taking up a course that was arranged as part of the company’s development scheme. Show less

Various Secure Bureau Roles

• Jul 2003 - Aug 2006