Coventry, England, United Kingdom
• Ensuring that a high level of customer service and support is provided. • Microsoft Azure: troubleshooting all sorts of aspects, implementing conditional access, creating new VM and AVD, Universal Printing • Post vulnerabilities report system patching and hardening. • Performing Nessus vulnerability scan on client demand • Working on projects like Microsoft Universal print implementation, domains migration and adapting o365 environment. • Supporting and Troubleshooting client's O365 environment: Exchange, SharePoint, Compliance. • Writing PowerShell script to push small software installation via MMR system. • Applying PowerShell scripts wherever it possible for report or automation purposes • Active directory Global Policies – troubleshooting, updating, creating new. • Firewall support: SonicWall, Fortinet. Updating records according to client needs, and troubleshooting network outages. • Microsoft Intune: troubleshooting, and implementing new Apps, Policies, and Compliance Policies. • Performing o365 eDiscovery searches • Troubleshooting all aspects of mail issues starting from Outlook client, and ending up on online exchange storage analyses. • Updating client DNS records according to their needs, implementing SPF, DMARC solutions. • Unify Wi-Fi switches equipment – troubleshooting, adopting and configuring new devices. • Network monitoring via PRTG tool
• Maintain technical excellence so as to maximise service within the Support team, user departments and optimise commercial benefit to the Group. • Escalation and timely resolution of Incident/Problems/Requests • Adherence to ITIL procedures & policies; Log & manage all calls through the ServiceNow. • EMEA Remote Support (TeamViewer) • Support of standard/third party desktop software. • Taking part in Problem management. • Laptop Build and enhancements. • Server room maintenance, • Software upgrades. • Banking Software support, • Microsoft PowerApps Maker. Apps made for company: - Laptop Asset management - Room Booking System - Desk Booking System - TechBar Form • PowerShell Basic Scripting • Implementation of new projects, systems and services. • Proactive approach to system reliability. • Creation of Service Desk knowledge articles. • File server support: Nasuni • Conduct regular review of systems, procedures and controls. • IP Telephony – Cisco/Skype/Teams • VIP Support as and when needed • AV Support, Conference Room etc. • Mobile phones support IOS, InTune
Answer and to respond to calls made to the Service Desk either by telephone, email; - Resolve 1st and 2nd Line support issues in accordance with SLA's; Support, maintain and prepare PC's, laptops, printers and other network equipment within agreed service levels; - I took around 25 calls per day with an average First Time Fix rate of about 85% & average call time of around 4 minutes. - Cisco: account creation, and support - Working with Windows Server platform 2003-2008, Exchange Server 2010, 365; Citrix support; VPN support, Office 365. Desktop/Laptops builds using imaging tools / SCCM - Supporting Windows 7 Platforms - Asset and Configuration Management; - Responsibility for Service Requests (e.g. new starters, moves, leavers); - Adherence to ITIL procedures & policies; - Log & manage all calls through the Service Desk system; - Ensure IT records are kept up to date; - Preparing Weekly/Monthly Reports for client; - New staff training; - Knowledge base update; Team Leader Assisting the Manager with interviews; First Point of escalation for the Service Desk Agents.; Ensure the team adhere to: ITIL procedures, Policies, Global Service Desk Standards; Maintain professionalism to the EMEA regional managers and SDM and to be the first point of escalation for them; Leading a team of 6 staff and monitor their performance with frequent reviews; Identify training needs, and implement PIP where required; Ensure any new services that transition to production or task’s that shift left are tested and meet service standards; Checking live statistics: Incoming emails, unassigned tickets; and inform analysts of where they need to improve in real time.