Onsite and Remote IT Support for Reinsurance Organisation.

Promoted to Axios contract, Sole primary contact on End User Support and System Administration for clients located globally, providing best in class support to all levels of the organisation.Administration of all in-place systems, licensing and ticket management (Azure, Office 365, LenovoGenerating reports at client request, providing information quickly, clearly and concisely. Provided quarterly and annual reports on various metrics.I was temporarily assigned as ICT01 and ICT02 Team Leader, participating in daily meetings with the management team and a quarterly service meeting with the client discussing performance.Identifying issues with existing processes and suggesting more efficient methods to achieve objectives.Worked with client to identify and remediate issue in 500+ user database, utilized Microsoft Azure to create report and created a script to re-upload new accurate information for uniformity and clarity.End user support for 100% remote users, Client Onboarding/Offboarding, Permissions and hardware/software issues.Managed and assisted WFH transition, order management and logistics for users to maintain productivity.

Contracted to Avolon aerospace as part of the initial onboarding and system enhancementsOnsite IT and Administrator providing white glove service solutions to end users and A/V specialization.Software, application and hardware support to internal and external stakeholders with an exemplary track record for delivering within SLA. Identified as a primary escalation point for all issues for C-Suite and Management.Support O365, Azure and various enterprise applications (Windows 10, Teams, Stream, Office Apps, Windows Virtual Desktop, Adobe suite, MS Cloud app admin, Mimecast email management and Licensing).Assisted with the development and maintained extensive SOP’s relating to any procedural changes across the organisation.Extensive knowledge of IT security best practices. Assisted and coordinated with regular but intermittent testing of penetration, phishing and cyber training security campaigns.

Contracted to Microsoft Ireland providing full spectrum Onsite IT admin duties including A/V SME for EMEA, TechLink and Desktop Support.Managed remote technicians on the Microsoft Teams Room System.Identified and managed a hardware refresh for damaged hardware, coordinated and implemented the upgrade with zero downtime.5000+ end users onsite with a walk-up and fix environment, requiring agile thinking and extensive knowledge of Microsoft software and hardware and peripherals.

Contracted to the Google Nest, Assisted public customers with technical issues on smart home devices via Phone, Email or Chat.Order Management for Hardware replacement, RMA, Client updates and stock management (Salesforce)Other internal roles filled such as Administration Team, Advanced Networking Team and process improvement.Noteworthy Accomplishment - Nomination and Winning of the Above and Beyond Award for job competency and performance. This is a quarterly internal Voxpro award.

This role was that of a Tier 1 Technical Support Representative with some additional assigned duties from Management such as Advanced Internet troubleshooting, Irate customer call-backs and occasional Tier 2 support for customers and some Business customers.

Originally was a 6 month Internship during the Summer for 3rd Year, however was kept on after completion to manage internal projects and vacation leave cover, covering all Infrastructure, Networking, Application, End device and Server management on Windows and Linux servers.Primary role was managing client escalations, providing assistance and troubleshooting remotely with onsite visits as required.Project Managed a client hardware and infrastructure upgrade on 33 client sites (Sonicwall Firewalls, Networks, Primary and redundant broadband connections and Cisco & Meraki WiFi Access Points, MS Project). Upgrade was completed on time and within budget.

Day to Day work involving customer interaction, manual labor and working with a cash daily.