Support Office
Resume:
Jack McCauley-Kite
IT Support Technician
SUMMARY
I am a highly motivated and enthusiastic individual with over four years of IT support experience within the accountancy, insurance, agri and dairy sectors. During my career, I have demonstrated the ability to work independently, as well as in a collaborative team environment. I have excellent communication and organisational skills, allowing me to manage expectations, and deliver results in an efficient manner. I pride myself on making the IT department the most respected in the company, by being a dependable member of the team and enabling the business to function without IT issues causing a hindrance.
Outside of the working environment I take time to continue my professional development partaking in online studying, forums with other IT professionals and setting myself learning objectives. I have a keen interest in Azure Cloud and gaining further knowledge of on-premise and cloud hybrid infrastructure and support.
TECHNICAL SKILLS
Microsoft Software/Products:
Office 365, Office 365 Admin Centre, OneDrive, Microsoft Teams,
Skype for Business, Skype Audio Conferencing, Active Directory, Exchange, Microsoft Server, SCCM/Config Manager, CRM, Resco Mobile, Intune, Company Portal, Powershell, Azure
Operating Systems:
Windows 7 - 10, Mac OS, Android, iOS
Hardware:
Lenovo, Dell, Acer, HP, Microsoft, Polycom Phones, Cisco desk phones, Microsoft Surface Hub, Barco Clickshare, CCTV Cameras, Jabra Products,
Xerox Printers, HP Printers, Dell Printers, Ricoh Printers
Mobile/Phone Applications:
Citrix Secure Hub, GOOD, MobileIron, Cisco Call Manager, Cisco Jabber,
Skype for Business/Teams Integrated Phone Software
Remote Access Software:
SecureEnvoy, Webex, Team Viewer, Cisco AnyConnect, Global Protect, TightVNC, Zoom
Service Desk Applications:
Zendesk, ManageEngine, Maximo, Simplsys, Fresh Service
Other:
RBS Bankline, BluePrint OneWorld, IBM Notes, Oracle EBiz, Core POS, CoreHR
PROJECTS UNDERTAKEN
iPhone Email Migration (Munich RE)
Follow ME Printer Upgrade/Migration (Munich RE)
IT 2020 CB5 (Munich RE)
Office 365 Upgrade (Mazars LLP)
Windows 7 to 10 Upgrade (Mazars LLP)
Vohkus Website Development/deployment (Mazars LLP)
Vodafone MobileIron to Intune Upgrade (Mazars LLP)
M-Files Deployment (Mazars LLP)
Office 365 Upgrade (IT Alliance/IBM)
Windows 7 to 10 Upgrade (IT Alliance/IBM)
Xerox Equitrac Printer Upgrade and Deployment (IT Alliance/IBM)
Windows 7 to 10 Upgrade (Dairygold)
Asset Management Improvement (Dairygold)
Hardware Improvement (Dairygold)
Xerox Equitrac Printer Upgrade and Deployment (Dairygold)
Joiners and Leavers Process (Dairygold)
Microsoft Intune Rollout (Dairygold)
Meeting Room Upgrades (Dairygold)
Boardroom AV Upgrade (Dairygold)
Microsoft Teams Deployment (Dairygold)
EDUCATION
2012 – 2014. North West Regional College – Derry, Northern Ireland.
- Level 3 National Diploma: IT (Double Distinction)
2011 – 2012. St. Columb’s College – Derry, Northern Ireland.
- AS Level – ICT Double Award, grades A and C
2005-2010. Hall Mead School – Upminster, Essex, UK.
- 10 GCSE grades A – C
- Mathematics B, English BC, Information Technology BC
EMPLOYMENT HISTORY
October 2018 – April 2020. Dairygold Co-Operative Society Limited
Position: IT Support Engineer
1st and 2nd line IT support for 500+ employees via telephone, email, remote desktop control and face to face.
Office 365 rollout for 500+ employees, desktops builds and Skype conferencing setup, deployment and verification.
Remote support and resolution using VNC Remote tool
Upgrading users from Windows 7 to Windows 10 and managing Windows 10 builds using SCCM
Installing Sophos Cloud onto all machines.
Configuration and testing of Cisco Desk Phones.
Configuration and testing of Barco Clickshare wireless device.
Setting up users on CRM and managing users on Resco for mobile.
Password administration, access support via Active Directory, Exchange permissions, hardware, file restores, imaging laptops, setting up mobile/desk phones, meeting room equipment, configure and install software for end-users’ machines, logging laptops to be repaired and preparing new starter kit
Provide on-call cover on weekdays and weekends
Site visits: I travel to one of the 4 sites or various stores to carry out any onsite support that has been requested.
May – October 2018. I.T. Alliance/IBM (Located onsite at Musgrave Retail Partners Ireland)
Position: 1st and 2nd Line Deskside Support Engineer
1st and 2nd line IT support for 900+ employees via telephone, email, remote desktop control and face to face.
Office 365 initial rollout for 900+ employees, desktops builds and Skype conferencing setup, deployment and verification.
Upgrading users from Windows 7 to Windows 10
Configuration and testing of Cisco Desk Phones.
Password administration, access support via Active Directory, Exchange permissions, hardware, file restores, imaging laptops, setting up mobile/desk phones, meeting room equipment, configure and install software for end-users’ machines, logging laptops to be repaired and preparing new starter kit
Working with IBM support to resolve high priory issues.
Provide on-call cover on weekdays and weekends.
Site visits: I travel to one of the 6 sites carry out any onsite support that has been requested. I am also travelling to sites to migrate users onto the new Windows 10 build or Office 365.
October 2017 – May 2018. Mazars LLP
Position: 1st and 2nd Line IT Support
1st and 2nd line IT support for 2000+ employees via telephone, email, remote desktop control and face to face
Office 365 initial rollout for 2000 employees, desktops builds and Skype conferencing setup, deployment and verification.
Configuration and testing of Microsoft Surface Hub, including active directory account creation.
Configuration and testing of Polycom Skype for Business desk and conference phones, including active directory account creation.
Configuration and testing of Barco Clickshare wireless device.
Password administration, access support via Active Directory, Exchange permissions, imaging laptops, setting up mobile/desk phones, meeting room equipment, logging laptops to be repaired and preparing new starter kit
Site visits: I travel to one of the 17 sites every 2 weeks to carry out any onsite support that has been requested. I am also travelling to sites to migrate users onto the new Windows 10 build.
October 2016 – October 2017. Munich Re Specialty Group Limited
Position: 1st and 2nd Line IT Support
1st and 2nd line IT support for employees via telephone, email, remote desktop control and face to face
Asset management: ordering products and parts from suppliers, dealing with third party support companies
Build equipment: workstations, laptops, mobile phones, configure desk phones using
Networking: Cisco and Citrix by shadowing two infrastructure engineers
Site visits: travelled to 12 different sites across the UK and Ireland to successfully migrate over 500 users, this included spending one day a week at Lloyds of London.
April – October 2016. ICSA Software
Position: 1st Line Product Support Technical
Blueprint and BoardPad worldwide support
Weekend work on a rota basis
Remote and onsite training for clients
Onsite support for clients
Update knowledgebase articles
June – July 2013. North West Regional College
Position: IT Helpdesk Assistant – 1 month Internship
IT support for the whole college
Resetting passwords, troubleshooting network and workstation problems, and resolving printer issues
REFERENCES
Excellent professional recommendations available on request.
My full profile is also available on LinkedIn along with excellent professional recommendations.
Work Type: CONTRACT
Mobile: +353 (0-85-800-****
Linked In: linkedin.com/in/jmccauleykite
Email: *************@*******.***
Location: London, United Kingdom
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