Burnley, England, United Kingdom
I am a highly motivated loyal person who enjoys a challenge and always strive to achieve success within ICT Technical Support. I am responsible and capable of making decisions and working on my own initiative. I believe my I.T skills will be an asset to any organisation along with my varied work experience having over 9 years in technical support. I have a strong ability to develop and train others, and am accustomed to working to SLA targets. I enjoy working under pressure and learning new skills. Outside of work I have a passion for performance cars, electronic music and travelling.
August 2018 – Present – ICT Service Desk Analysist 1st / 2nd / 3rd line IT Support, Exertis UK Burnley - Providing 1st / 2nd /3rd line support Face-to-Face, over the phone and remotely to over 1500 internal users across 5 different countries, 2 time zones, 14 Exertis locations within Warehouse and Office environments. - Maintaining agreed KPI / SLA targets using Zoho Help Desk tool to receive incident requests. - Excellent customer service skills and a polite telephone manner. - Building PC’s / laptops, creating operating systems, reimaging using Macrium Reflect, creating backups of laptop / PC’s, Windows 10 desktop troubleshooting. - Completing new user setups, PC’s / Laptop’s, Active Directory accounts, email accounts - Microsoft Exchange, mailbox creation, migration of mailboxes from Exchange to Office 365, distribution lists and shared mailboxes. - Asset management and asset disposal saved the business over £80,000 by fixing assets with replacement parts. - Asset disposal and documenting disposed assets. - Setting up and programming printers to work on the network, replacing faulty or used parts - Printer cost containment, managing printer budgets and stock control. - Incident management, dealing with P1 and P2 outages and root cause analysis - Identifying replacement, I.T hardware and parts for printers, PC’s and laptops - Completing various site visits across the Uk. - Working on large and small scale projects also alongside 3rd party vendors. - Network patching and troubleshooting - Creating knowledge articles and guides for service desk technicians
ICT Support Technician 1st / 2nd line IT support, Vodafone Automotive Burnley - Proving 1st / 2nd line support Face-to-Face and over the phone remotely at both Burnley and Blackburn sites whilst providing class customer service support. - Maintaining agreed SLA targets using Spiceworks help desk tool to receive incident requests. - Keeping internal and off site staff updated as to the progress of their ticket request. - A general awareness of GDPR, recently reviewed and amended various application accounts in line with the correct polices. - Creating new user setups in Active Directory & creation of security groups. - Completing new user setups, PC’s / Laptop’s, Active Directory accounts, Office 365 email and creation of Xerox printer accounts. - Supporting Microsoft Office 365 with the use of Symantec 2 factor authentication security. - Windows 10 desktop troubleshooting. - Upgrading, Installing PC / laptop hardware and diagnostics. - Configuring new IP and digital telephones using the Mitel DB Database system. - Assigning new extensions numbers, creating agent ID’s, and adding new Agent ID’s into the correct hunt groups for various customer service teams. - Setting up VPN accounts to enable off site working using the Fortinet Client Console. - Dealing with 3rd party suppliers and renewing software, server licensing and telephone outages. - Identifying and recommending new Desktop and software and hardware - Monitoring the network for outages using PRGT network monitor. - Administration of Microsoft SharePoint 2013, creating / designing new pages, settings up new folders and assigning permissions. - Assisting the I.T projects team in settings up and configuring new hardware and software. - Working out of hours on call 24/7 once a month.
Technical Support 1st / 2nd line support, BT Lancashire Services / Lancashire County Council • Providing 1st / 2nd line ICT technical support for Lancashire County Council, West Lancashire and various schools across Lancashire. • Ability to work under pressure to help meet SLA targets on a daily basis within a constantly changing environment. • Providing world class customer service telephone support, customer facing and corresponding to customer queries via email. • Supporting and configuring cloud based mobile device management systems to help customer’s access corporate applications and emails. • Completion of helpdesk incidents and change management requests by using the application of ITIL. • Remote desktop application support using SCCM 2013, ISL Light client, Citrix RDP using ICT administration credentials. • Completing hardware diagnostic troubleshooting using the F10 function within the bios. • Logging laptop warranty calls with Lenovo. • Providing operating system support and troubleshooting within Windows 7 / 8. • Training and mentoring new and existing staff. • Following and helping to create knowledge articles on a daily basis.