Engineer Microsoft Office

Niall Chapman

Address: Carrer de Valencia ***, Entresuelo 2A, 08013

Email:***************@*****.***

Contact No:+34-665******

https://es.linkedin.com/pub/niall-chapman/6a/3b7/839

L2 IT Support Analyst

& Previously Electrical Engineer

Currently working as a Level 2 IT Technician in Computacenter, joined in June 2013, for the 6 years prior to that I worked as an Electrical/Mechanical Maintenance Engineer for Coca-Cola Ireland and before that for a Ricoh Photocopier franchise. More info below

Job History:

Level 2 IT Analyst Tier 2 – (03/2016-Present) Promoted from Tier 1 to Tier 2, 3 months after initial Promotion

Since being promoted to the Level 2 IT Analyst position, a lot of my role involves troubleshooting and investigating issues which 1st Line analysts were not able to resolve with users at the first point of contact. These issues range from Hardware to Software or even something as simple as advising which resolver team a ticket needs to be routed to.

A lot of the role involves MS Exchange (email server) management and troubleshooting Operating System or Application issues on LAN or VPN (Remote users) machines, as well as SCCM management (issuing software).

I've become proficient in creating batch files to make tasks shorter and analysts/tools more efficient, and am also skilled in Knowledge-base creation and management and have a good knowledge of the KCS (Knowledge Centred Support) approach

The service that I assist the team in providing and the tools we use to do that are as follows:

We use a Self Service Portal, Knowledge-base, Web-chat, telephony and email to assist clients with troubleshooting and resolving issues, giving advice, and obtaining information for resolver teams.

We also provide clients with updates on incident progression and completion and escalations if required.

We assist clients with Outlook, Remedy, Microsoft Office, SAP and various other issues and use multiple applications such as Active Directory, Remedy ITSP & ITSM, SAP, Blackberry Enterprise, RDP, Dameware, Citrix and VPN

1st Line IS Service Desk Analyst Tier 3 - (06/2013- 03/2016) Computacenter

Within this role we use webchat, telephony and email to assist clients with troubleshooting and resolving issues, giving advice, and obtaining information for resolver teams.

We also provide clients with updates on incident progression and completion and escalations if required.

We assist clients with Network Troubleshooting (TCP/IP, IP, Ethernet, WAN, LAN) Outlook, Remedy, Microsoft Office, SAP and various other issues and use multiple applications such as Active Directory, Remedy ITSP & ITSM, SAP, Blackberry Enterprise, RDP, Dameware and Citrix Troubleshooting etc

I have also become proficient in creating mailboxes and distribution lists using lotus notes and Microsoft Exchange Server.

I helped manage the NGSD Knowledgebase (KCS) as well as training new starters and I also provided SME support for Citrix GME incidents that come into our Desk

Electrical/Mechanical Maintenance Engineer (11/2007-5/2013) Coca-Cola Hellenic Bottling Company

Within my role as an Electrical and Mechanical engineer I worked a 12.5 hour 24/7 shift rota, carrying out breakdown and preventative maintenance on the variety of machinery that the plant contains, such as; PET preforming machines, Bottle blowing machines, Air conveyors, labelling machinery, conveyor systems, beverage tanks, valve networks, water treatment systems, waste water treatment systems, bottle filling machines, bottle packaging machines, palletizing machines, pallet wrapping machines, an Automated Warehousing System and more.

Within those systems I fault find and maintain the common; Variable Speed Drive’s, contactors, soft starts, PLC’s, three phase motors/pumps & brake motors, encoders, servo-drives, pneumatic and hydraulic cylinders valves, labelling machines chain conveyors etc, and the other equipment you would expect to find in any modern manufacturing facility.

Tele-Operator -(05/2013-06/2013) CPM

Dealing with in-bound calls, booking hotel rooms, handling customer queries complaints etc.

Waiter– (01/07-08/07) Glenowen Inn Belfast

Food and Drink Service

Photocopier Service Engineer (07/07-10/07) Kennedy Business Systems

Refurbishment and breakdown maintenance of RICOH photocopiers, which included the setup of printer networks etc

Qualifications:

●G.C.S.E Mathematics: C

●G.C.S.E English: B

●G.C.S.E Double Award Science: C C

●G.C.S.E Spanish: C

●G.C.S.E IT: B

●G.C.S.E History: B

●G.C.S.E English Literature: B

●Basic PLC Programming (Belfast Metropolitan College)

●Working at Heights Training (‘In House’ Training)

●Gas Mask Training (‘In House’ Training)

●NVQ Level 2 Electrical Wiring and Installation (South Eastern Technical College)

●NVQ Level 2 Manufacturing Engineering (Engineering Training Council NI)

●NVQ Level 3 Electrical Engineering (Engineering Training Council NI)

●ONC Engineering Mechanical and Electrical (Northern Regional College)

●HNC Electronic and Electrical Engineering. (Belfast Metropolitan College)

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