Cadnam, England, United Kingdom
A successful Desktop Support Engineer, skilled in trouble shooting and the delivery of customer service support. Certified as a Microsoft Professional, skilled in the diagnosis and resolution of software issues in Windows 7 and XP environment. Experienced in monitoring and resolving incidents within strict SLA deadlines and consistently managing a high workload. Reliable and highly motivated, working well with others as well as independently. Using strong inter personal and communication skills to assist a wide range of customers. • Desktop support for MS Windows XP and Windows 7 • Active Directory • Microsoft Exchange • Office 2003, 2007 and 2010 support • LANDesk
Cloud Engineer at Tata Consulting Services supporting GCP and Azure users
•Providing 2nd line desktop support to almost 1000 users, that use a very large variety of design software •Escalation point for first line team, working closely to go through fixes and pass on knowledge •MS Exchange, creating mailboxes, changing permissions, increasing mailbox size •Active Directory, adding groups, adding/removing machines •Liaise with software companies to ensure smooth installation and operation of working software •Work closely with development team to create new computer build processes •Create and update build images for deployment, managing these using Landesk •Project lead to upgrade over 600 desktops & laptops from XP to Windows 7 •Regular visits to regional offices to fix a variety of software and hardware issues •Install and refresh software and hardware
• Deliver effective 2nd line desktop support to Barclays Bank staff based in the UK and abroad • Successfully diagnosed, analyzed and resolved user laptop and desktop software issues • Liaised with other internal teams during problem resolution to ensure swift completion of the tasks • Produced process procedures and problem documentation • Selected on first joining this team to travel to Budapest to help establish and train the new monitoring team that was being created; the results of this were a smooth transition of all the monitoring functions and support • Referral of diagnosed hardware faults to appropriate hardware vendor
• Provided 24/7, 2nd line, remote desktop support to countries - UK, India, Singapore and Pakistan • Undertook Active Directory Administration – created new users, added and removed applications to users accounts, closed accounts • Provided 1st/2nd line, out of hours, server support in order to reduce the number of call outs to engineers • Proactively monitored server generated alerts to resolve issues before ‘knock on effect’ was felt • Unlocked user accounts and reset profiles • Monitored, documented and approved change requests
• Provided 24/7 monitoring of the company servers; liaised with colleagues to ensure that incidents stayed within strict SLA deadlines, and logged daily reports within MS Word and Excel • Monitored various Barclays server systems • Undertook troubleshooting on servers • Searched company databases for any outstanding issues and reported these to appropriate teams to ensure strict SLAs were adhered to • Created process documentation and updated company procedures • Created and despatched daily reports • Logged incidents and liaised with the server support teams to ensure swift resolution