Curriculum Vitae

Roll Out and Enrolment of Microsoft Window Surfaces by means of using Microsoft Azure and Microsoft Intune
Mobile Device Management (Airwatch/Intune).
2nd Line Support for ticket Management

Provides day-to-day technical support to employees for internal standard client hardware, client OS, and software packages.

Installs, configures and troubleshoot desktop systems, laptops, both Windows and Mac, operating system configuration and standard software.

Coordinate vendor engagement for onsite support requirement

Maintains passwords, data integrity and file system security

Recommend hardware/software solutions including new acquisitions and upgrades.

Pro-actively identifies issues and risks; seeks appropriate level of guidance and advice to ensure the delivery of quality outcomes

Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors.

Work to improve user support experience through promotion of self-service tools.

Exercises judgment within defined procedures and practices to determine appropriate action. 

Build productive internal/external working relationships.

Consulting and design within given policies & processes

Experience with end-user system analytics and tool sets, ability to complete data analysis, review trending, identify applicable solution and document for use by team members globally

Experience with Windows 

Remediation of Google Drive to OneDrive migration issues in testing

Remediation of Google Docs to Office Docs formatting issues (as Office is installed on all users, we are encouraging the Working group to start fully using Office so we can test the full extent of opening Google docs in Office)

Creation of a common issues guide that we can publish on later Migration batches

Post Migration Support (OneDrive, Email, Forms) and formatting support

Password Reset ability (taking the load of the helpdesk with delegated admin)

Triage of all Migration support calls 

View and contribute to a dedicated Teams space for specific Google /Microsoft Support issues

View and contribute to shared Email account that will be communicated out to the business

1 week remote contract facilitating Microsoft Teams offering Microsoft 365 1st & 2nd line support and hardware troubleshooting

3 day remote contract providing phone based 1st Line Activities including diagnostics, logging incidents and covering Windows 10, Microsoft Office Suite and Office 365

▪ Helping the NHS deliver supplies during the coronavirus pandemic

▪ Migrating desktops from a local domain to a hosted domain in GP practices in Gloucestershire

▪ Maintaining strong relationships with customers while executing desktop/laptop projects

• Three-week contract to rollout Windows 10 computers at Thornbury Nursing Services.
• Making sure all users have continuity with their PC’s

• Providing technical support during Windows 7 and 10 rollouts while supporting over 1,000 customers
• Troubleshooting issues with Windows 7 and 10 while deploying hardware and installing applications
• Building and configuring desktops, laptops and WYSE terminals
• Executing a project to implement a VPN solution to laptops

• Managing the rollout of Windows 10 and serving on the tech bar
• Responding to user’s queries and resolving technical issues

• Providing 2nd line support, as well as Mac and Office 365 support
• Building new devices – including Windows, Mac OS, Linux and mobile platforms – and issuing them to users
• Diagnosing and resolving faults with hardware and software
• Serving as Technical Service Manager for specific services while conducting lifecycle management of products

• Assisting users with IT issues and problems
• Managing and triaging the Helpdesk, using Service Desk Plus
• Specialising in both Apple Mac and Microsoft computers
• Maintaining a proactive approach in order to mitigate problems
• Building mobile smart phones with Mobile Device Management, issuing tickets to Technicians and serving as the admin of VCOL (Vodafone Corporate Online)

• Supporting the upgrade to Windows 10 and providing comprehensive laptop support in a corporate environment
• Assisting with repairs and basic hardware fixes
• Delivering ‘Lunch & Learn’ sessions in the Technology bar
• Attending events, demonstrating new technology and managing technical forms/key knowledge creators

• Rolling-out Windows 10 to replace the Windows 7 laptops
• Maintaining customer satisfaction by ensuring end users were adept with the new implementation
• Delivering bespoke support to users with issues such as antivirus, OneDrive and mapped drive locations
• Conducting floor walks for quality assurance purposes

• Diagnosing and resolving issues with hardware and software, including Windows 7/10 and macOS and iOS
• Building Mac computers using Jamf
• Engaging with the customer to ensure high levels of satisfaction while troubleshooting problems
• Conducting Microsoft Office 365 administration

Maintaining an inventory of IT assets via ServiceDesk Software.

• Serving as the Escalation Point Supervisor for a team of seven and the first point of contact for all IT issues for over 4,000 staff and students
• Delivering 1st & 2nd line ServiceDesk & Technical Support
• Performing Office 365 Administration and resource management to meet demand
• Managing/resolving demand management for admissions
• Performing change management to mitigate risk and ensure the efficient transition to new processes
• Conducting third-party management, involving the management of vendor contracts
• Identifying trends and monitoring the Service Desk while working to an ITIL framework

City and Guilds Computer Technology.

City and Guilds Communication Studies.