Service provided: Support Analyst / Field Engineer

• Supported clients in the sectors of accounting, law and business services.

• Day to day tasks included travelling to client sites, liaising with IT contact, resolving outstanding staff queries. 

• Desktop builds using MDT, MDM using Intune.

• Supporting over 10 different customised client software applications.

• Tracking staff usage while liaising with software vendor to recommend improvements.

• Daily use of AutoTask, CentraStage, IT Glue, Mimecast, Horizon, Pulse Secure, MS Teams.

• Responsible for on-site staff training, KB articles – using agile techniques for fast fixes

Location: Stephenson Way, London NW1 2HD

Service provided: Technical Consultant

• Worked as an on-site engineer visiting multiple clients per week. 

• Responsible for configuring personal/work devices for GDPR compliance

• Supporting up-to 250 head office users, over 500 restaurants and user based in the field.

• Backups and file restore using Symantec 2010, Veeam and Vranger

• Daily tasks include building and imaging desktop and laptops – using SCCM12

• Blackberry Enterprise phone setup and migration – BES12, BES10 and BES5

• Managing a queue of 30-50 support calls daily Supporting equipment security through RSA including application installations

• Good and Maas360 email application support for users on iPhones, Android, iPads

• Managed client site security using Kaspersky Security Centre, Trend and WebRoot

• Inbound mail management and web security using Triton Endpoint – version 8 

Location: Bridgegate House, London SE1 1LB

Service provided: Technical Consultant

• Part of a team tasked with implementing a company-wide mailing system called Momentum.

• Supporting clients in the sectors of travel, medicine and telecoms plus 150 employees

• Supporting and using technologies such as, Lyris, Windows, Remedy and SQL Management

• Create, review and update documentation to assist with the resolution of incidents.

• Communicate, classify, investigate and escalate reported incidents to appropriate team

• Install, configure, support and troubleshoot software application and services

• Member of the on-call support team, tasked with out-of-hours remote support for clients/internal  

Location: Eversholt Street, London NW1 1BU

Service provided: Application Support

• Managed and supported clients using Pipedrive CRM system

• On site customer visits to assess clients’ needs and tailor solutions

• Kept up-to date with clients satisfaction through regular phone and email support

• Conducted video conferencing using GoToMeeting and software tutorials 

• Remote desktop 

• Logged and tracked communications to and with clients 

Location: Clerkenwell Road, London, EC1M 5SA   

Service provided: 1st Line Support

• Used CRM systems to log, forward and solve I.T. queries from staff and students alike. 

• Banner system for students information editing and management

• Used Microsoft Excel for reporting

• Solved queries by phone and email Created video tutorials used to train staff using Adobe Captivate and Camtasia software

• Created student profiles on the university’s custom system

• Microsoft Outlook client setup and management. 

Location: Old Royal Naval College, London SE10 9LS