Edinburgh, Scotland, United Kingdom
- SaaS Administration - Stakeholder & Vendor Engagement - Product Management - Business workflow support and management - Project Management - SaaS Platform Security - Internal Platform & Product Evangelist
• Saas Product support (Zoom / Atlassian) • IT asset management • MdM and Windows End-Point Management • Active directory - security groups, creating and amending distribution groups, and managing group policy • PowerShell (Exchange online / Azure) • Incident management for break fix situations • SSO Administration (Okta for multi-factor) • Jamf administration (Apple MdM)
• Oversaw a small desktop engineering team across two campuses in Edinburgh and Glasgow with over 2000 users to support. • Incident management via ServiceNow requests • Large scale projects, which were typically of moves and changes nature. • Installed WAPs and Cisco conference rooms and brought TP and conference rooms online using Cisco and Zoom equipment. • Deployment and depreciation from physical hardware to a Virtual desktop interface environment.
• Provided first line support for end users and had the opportunity to work with a range of customers, some who were computer literate and others who had no understanding of technology. • Had first-hand experience in provisioning services and providing technical support to customers based on their exact needs. • Was regularly called to resolve issues for customers who could be challenging and demanding, giving me insight into Telecoms on a large scale.
• Provided first line support for end users with their ISP needs. • During this time completed an NVQ in customer support. • Gained a lot of knowledge on working in an enterprise environment and in large scale customer management systems.