SOC Engineer

• May 2018 - Present

Senior Desktop Engineer

• Nov 2017 - Dec 2017

Desktop Engineer

• Aug 2017 - Nov 2017

Desktop Support Engineer

• Jul 2016 - Jul 2017

Desktop Support Analyst

• Feb 2016 - Jul 2016

Desktop Support Analyst Desktop Support Analyst

2nd Line Desktop Engineer

• Nov 2015 - Feb 2016

Desktop Support Engineer

• Aug 2015 - Nov 2015

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2nd Line Support Engineer

• Jun 2013 - Aug 2015

Providing 1st/ 2nd Line Help-desk Support to both Head Office and Distribution Locations in a Windows 7 and Mac environment ensuring all call are resolved within SLA. To provide network support in terms of ensuring that network ports are correctly patched and tested to ensure network connectivity. Ensuring where possible that only required network ports are connected to follow best practice. This also includes ensuring that the IP Cisco Phone is working as expected and go through the repair loop where required Installation of standard and non standard applications either via SCCM or on a manual basis where the software cannot be packaged or very limited number of users requiring this piece of software. This also includes troubleshooting installations to identify the route cause of failure. Hardware support is provided in terms of troubleshooting causes of failure to either fix where possible and if not then to log with the manufacturer. To provide iPad/iPhone support to Head Office and Branch network users in terms of resolving software issues which includes Mail/ Calender issues. This involves the use of Airwatch Administration which includes user administration, device control and software distribution. This also includes troubleshoot operating system issues and internal applications MAC Support including support/configuration of applications and dealing with complex operating incidents. Assisting in the Migration of Blackberry’s configured with Lotus Notes over to Google Mail. This included a backup of the users contact prior to migrating the Blackberry Supporting and troubleshooting the Gmail Infrastructure including AD Configuration and troubleshooting incidents including full client configuration including Local mail replication. Providing CISCO administration to the the Corporate Telephony Network including setup of telephone account and hardware.. Assisting and support bespoke internal systems Show less

Technical Support Analyst

• Apr 2013 - May 2013

Providing 1st/2nd Line support trouble shooting as to why backups have not completed using Symantec Backup Ensuring that all queries are dealt within agreed SLA per customer Assisting in the running of daily reports to ensure that failure to backup is highlighted both to Service Manager and IT Contact of the relevant Corporate Client Ensure that all change requests are raised in a prompt fashion ensuring that all necessary approval is met by Internal and External approvers Providing 1st/2nd Line support trouble shooting as to why backups have not completed using Symantec Backup Ensuring that all queries are dealt within agreed SLA per customer Assisting in the running of daily reports to ensure that failure to backup is highlighted both to Service Manager and IT Contact of the relevant Corporate Client Ensure that all change requests are raised in a prompt fashion ensuring that all necessary approval is met by Internal and External approvers

2​nd​ Line Desktop Engineer

• Feb 2013 - Mar 2013

Providing 1st and 2nd Line support in terms of troubleshooting various applications in associated technologies. Also Exchange and Outlook application support Managing TSM Backups Dealing with new requirements for Windows 8 machine Utilising call logging systems to records fault and escalate to other teams where needed. Excellent communication skills with all personnel at all levels Manage my own workload in a highly organised and timely manner within the constraints of the SLA in place. This includes an organised approach to the administration of requests/fault using Footprints and communicates effectively in a transparent manner Show less

Help Desk Analyst

• Sep 2012 - Feb 2013

Log help desk calls and provide 1st line resolution in a fast paced environment ● Ensure incidents are prioritised and resolved within SLA; ● Deal with business queries relating to help desk calls; ● Allocate incidents to the correct teams when 1​st​ time resolution cannot be achieved ● Highlight patterns in help desk calls and ensure investigation to root cause; ● Perform some 2nd line tasks, such as installing and configuring software. ● Update the call logging system (ensuring that full and concise details of the nature of the incident are recorded) and provide information for 2nd Level Support Teams Show less

Support/Roll-out Engineer

• Apr 2012 - Sep 2012

Rolling out replacement Windows 7/ Office 2010 machines that all software applications are transferred correctly including MS Outlook ● Providing 1​st and 2​nd Line support in terms of troubleshooting various applications in associated technologies. Also Exchange and Outlook application support ● Utilising call logging systems to records fault and escalate to other teams where needed. ● Excellent communication skills with all personnel at all levels ● Manage my own workload in a highly organised and timely manner within the constraints of the SLA in place. This includes an organised approach to the administration of requests/fault using Footprints and communicates effectively in a transparent manner. Show less

Installation/Support Engineer

• Jul 2008 - Apr 2012

Prime Role● To provide and deliver 1st/2​ndline user support in line with ITIL /Corporate Guidelines andcomply with the Co-op Financial Services Configuration Management Processes withinagreed contract SLA.● Utilisation of Active Directory in terms of providing user with relevant permissions whilstmaintain a securely locked down environment..● Configuration/Support of standard and legacy applications (manual/automated) which caninclude Oracle, Citrix, Java or Database based applications this includes trouble shootingsoftware installations and pin point reason for failure● A solid understanding and configuration of Lotus Notes as a new starter, transfer to localreplication and back to network based option.● Good understanding and trouble shooting with regard to network technologies.● .Building Laptops and desktops from loading the relevant MS Windows XP image,configuring to agreed specification signed off and installing all applications as required. Thepackage that is used is Computer Associates Software Delivery/Build Management system.● Installation of network printers as I am a HP certified engineer. Also to Install of peripheralsincluding scanners, biometric pen drives and card readers.● Capture any repeat problems and raise these through the proactive-problem managementroute to ensure that they do not reoccur and form part of standard processes● Experience of Deploying VMware Images and configuring them as appropriate. Show less

Technical Administrator

• Sep 2007 - Jul 2008

Correctly log each call using a system called HEAT with relevant details to ensure smoothrunning of calls including correct model details. Vetting all calls (desktop/server/printers/Peripherals) to identify what is causing the problem and find a course of action to resolvefault within agreed timescales for onsite and regional calls. This included calls on serverswhich includes IBM and Dell servers● Organising relevant parts to get to each site in a timely fashion.● Assist with on-site printer fault calls as I am a HP accredited engineer● Monitor all calls to ensure that any errors are picked up and fed back to ensure an improvedservice. Provide update on each call in a timely fashion on both company and customersystems to include daily reports on the in-house database● Monitoring of all requests to ensure that the fix time is achieved and instigates a follow upaction if required.● Highlight any problem areas with current processes and provide suggestions forimprovements Show less

Engineer Scheduler

• Apr 2005 - Sep 2007

Organisation that all requests including standard and complex project requests from theProjects team (including Executive Requests) to a team of 8 engineers (multi-site) achievedSLA.● Maintenance of management order report to ensure all requests were effectively dealtwithin contract agreed timescales and follow up action to ensure targets were exceeded● Provide updates and closures to all areas of the business dependent on the nature of therequest.● Assist in the production of management reports with regards to performance.● Highlight any issues with current processes and provide suggestions for improvements.● Provide feedback to Technical Analysts so that information provided on each request canbe more meaningful enabling the engineer can complete requests more effectively. Show less