Support Service

ADDRESS: Copper Beech Close, ILFORD, ESSEX, IG* *RX NATIONALITY: NORWEIGAN

MOBILE NUMBER: 075******** E-MAIL: ******.*****@*****.*** Availability: Immediate start

Personal Statement

With a keen interest in IT currently supporting over 450 staff in house and over 800 remotely working in as 2nd line service desk engineer with over 7 years of Commercial experience, as well as a strong desire to develop my skills I am in search of my next step within IT Support. I am very keen to develop my technical career further in order to learn progress and gain exposure to new technologies. My aim is to utilize all my experience and education aligning them with best practice, I am self-motivated, enthusiastic pro-active team player, working well under pressure and to tight deadlines. I have the ability to multi-task and adapt when priorities change. I enjoy working both alone and as part of a team currently working with a team of 7 engineers, I thrive in a busy environment. I have a strong client focus with the experience of dealing with VIP clients which has given me an adaptable and flexible approach. I am a self-sufficient and enthusiastic individual who seeks new responsibilities within the corporate environment.

Skills and Experience:

Strong experience of working on a corporate IT Service Desk / Helpdesk in providing 2nd line support

Support and deployment of Windows operating systems - XP, 7 & 8.1 10, Server 2008 & 2012 & Mac OSx and Applications

Support of email exchange and Active Directory and configuration of Microsoft Office Suite, Office 365 and SharePoint

knowledge of Windows Deployment Services – MDT & Windows Intune

SCCM Administration

Knowledge and troubleshooting experience of networking infrastructure and telephony systems: Avaya

Support and management of Sophos anti-virus and Sophos encryption for Microsoft and Apple Mac platforms

Hardware maintenance and troubleshooting of Dell & Apple desktops and laptops as well as associated peripherals.

Team player

Incident management

Employment history

Win Technologies (Part of the Betway Group) - October 2016 – May 2017. Centro 4, 20 – 23 Mandela Street, London, NW1 0DU

Job Description- Desktop Support Engineer

Assure continuity of desktop and laptops for all users

Managing over 450 users in house over 600 remotely in South Africa

Answering calls on the Service Desk and provide technical assistance and advice

Proactively work from Cherwell (IT Ticket Management tool)

Install software and hardware

Repair and support equipment as necessary and work closely with service vendors to ensure continuity of service

Run desktop projects

VIP support

Be part of an on-call out-of-hours support team

Support AV Units (e.g. Polycom)

Administration of Anti-Virus Software Kaspersky

Exchange administration (email accounts, distribution lists, shared mailboxes, resources) plus O365 administration

SCCM Administration

MAC user support

Mobile Device Management experience -Air Watch

Microsoft Lync/Skype for Business 2013

Web Filtering Websense

Mimecast – Exchange management tool for security

Communicating with 3rd parties to resolve incidents

Intermediate infrastructure and network support

Palo Alto VPN support

Lebara October 2009 – October 2016. 25 Copthall Avenue, London, EC2R 7BP

Job Description- 2nd Line Desktop Support Engineer

Processing Joiners, Movers and Leavers, Windows 7,Windows 8.1,Windows 10

Troubleshooting application systems and basic networking issues

Take ownership and responsibility of incidents and requests to drive them to a timely resolution

Using Manage Engine Service Desk plus call logging system. Supporting over 400 UK users & supporting international users across 9 different locations.

Active Directory/Group Policy, Managing MS Exchange 2007/2010 (Hybrid environment).

Office 365, Office 2013, Windows Intune cloud deployment console, Windows Server2008 R2 /maintenance/set up.

MDT 2012 creating & updating images

Hyper-V administration. Linux SFTP-FTP administration & support. Supporting Avaya & Polycom

Creating Documentation for users

Forti Client, CISCO & Microsoft VPN support.

MAC OSX Support – Using Casper Suite to manage MAC equipment, maintain self-service update packages

VIP support

Incident Management leasing with the Network Operations team.

Hardware fix (calling up manufactures if still in warranty)

Lebara June 2009 September 2009 –Volunteer Work Experience

Job Description- Helpdesk trainee

Maintaining server room

Help to launch customer service for UK Call centre (equipment set up)

Build and reformat Laptops and Pc

Support staff with basic IT issues and Hardware issues.

Administration of Symantec Antivirus

Qualifications:

IT Qualifications:

ITIL V3 Foundation (working towards part of PDP)

Higher Education:

Middlesex University, Business Information Systems and Management 2:1 (2011-2015)

Further Education:

Cardinal Wiseman Catholic School and Language College, Coventry, (2009 – 2011)

A-IT

B -Business Studies

C- Government and Politics

Secondary Education:

Cardinal Wiseman Catholic School and Language College, Coventry (2004 – 2009)

11 GCSE Passes including English and Maths

Hobbies:

In my spare time I like to socialize with my friends and family. My main interests is playing football and going to the gym.

REFERENCES AVAILABLE UPON REQUEST

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