Infrastructure Support Analyst @ Attenda

Support for Windows servers through incidents raised by monitoring tools, telephone and e-mails.Support of Windows Server 2000, 2003 and 2008 Operating systems.Monitoring and supporting dedicated client Exchange, SQL and Web servers, as well as clients own business critical applications Support and manage IIS 5, 6 and 7Supporting and managing SQL Server 2000/2005/2008Load-Balance Management using Content Switches Maintaining backups of client data and also dealing with restore requests (Backup exec. and NT backup)Maintain the clients Infrastructure regardless of standalone or shared environmentsGood understanding of ITIL framework as well as working within an ITIL environmentManaging and documenting progression of alerts/incidents within Support Works call logging systemLiaising with clients of emerging issues through telephone and e-mail, to bring incidents to a successfully resolution within tight SLA'sEscalate incidents to other support lines (e.g. 3rd line, Networks or SAP etc.), and where necessary appraise the Team Leader of emerging issues

Providing technical support on ITIL based Service desk via phone, remotely and email.Responsible to log the problem and the steps taken to resolve the issue.Ensuring the SLAs are met for all Technical support and IT helpdesk ticketsCreating and administering Active Directory & Exchange for new and existing users.Administrating Citrix users using Chip PC technology or Wyse terminals.Remotely logging onto client machines to troubleshoot and resolve any issues.Installation and troubleshooting of printers on Citrix enabled Thin Client and network machines.

Visiting customer sites for IT Audit.Making sure that all IT Equipment is logged and tagged.Listing any redundant IT equipment that needs removing off the asset register.

Create SQL queries to execute reports in user friendly format.Data extraction using SQL and incorporate results in Crystal Reports.Backup and Restore of MS SQL Databases.Responsible for producing reports on a weekly and monthly basis relating to progress of different branches and Agents performance using crystal reports. Provide 1st and 2nd line support logging internal and external users on the main applications Creating new users using Active Directory and Ms Exchange on Windows server 2003Maintain all hardware and handle any daily software issues on record, developed in-depth documentation and reports for senior management.Manage and update company's website via HTML and Photoshop.

Provided 1st line support logging internal and external users on the main applications Logged on average 25 calls a day, resolving 60% on first contact.Kept up to date record of all IT equipment assigned to all agents in UK and Europe.Maintained backup of the Servers and any other routine checks assignedMaintain awareness of Virus Alerts and Potential threats and updates of systems