2nd Line Desktop Support.Technologies in use SCCM, AppV, Windows 7,8.1 and 10Servers 2003, 2008r2 and 2012BES12 BAS 5RSA authenticationEncryptBitlockerBespoke applicationsMicrosoft applicationsiPhone, SamsungEquitrac printing

24/7 365 day's a year 1st / 2nd Line support to world wide users• Out of Hours Shift Team Leader • Incident co-ordinator during the OOH period of 1900-0700 for major incidents or outages• Desktop installations and hardware patching• Blackberry handset and Blackberry Enterprise Server 5 support• Meeting and exceeding the FTF (first time fix rate) of 60% averaging over 75%• Backup/restore operations using HP DataProtector and eVault• Providing support including but not limited to VIP’s, respective end users within the UK government and remote posts across the globe.• Producing an agent monitoring database to review service desk agent performance• Call life cycle management via HP OpenView Service Desk 4.5• Providing support for Windows Vista, Windows Server 2003, 2008 R2, HP hardware and bespoke applications.• Providing IT support to 13,000 users locally and internationally• Maintaining Active Directory using Quest Active Roles Server interface and AD console e.g. Create/update/delete organisational units, policies, users, computers, groups• Blackberry administration using BES Server 5 e.g. wipe device/reset password/assign to user/mailbox management/fault diagnosis• Co-ordinating service call, incident and project communications between departments and workgroups across the globe• Support new staff on the service desk in customer handling, SLA and KPI targeting, technical knowledge and ITIL procedures.• Providing “Team Expert” support for service desk agents who have exhausted known troubleshooting steps• Daily and Monthly feedback to agents under my control to enhance their working knowledge

24/7 365 day's a year 1st Line support to world wide • Desktop installations and hardware patching• Blackberry handset and Blackberry Enterprise Server 5 support• Meeting and exceeding the FTF (first time fix rate) of 60% averaging over 75%• Backup/restore operations using HP DataProtector and eVault• Providing support including but not limited to VIP’s, respective end users within the UK government and remote posts across the globe.• Producing an agent monitoring database to review service desk agent performance• Call life cycle management via HP OpenView Service Desk 4.5• Providing support for Windows Vista, Windows Server 2003, 2008 R2, HP hardware and bespoke applications.• Providing IT support to 13,000+ users locally and internationally• Maintaining Active Directory using Quest Active Roles Server interface and AD console e.g. Create/update/delete organisational units, policies, users, computers, groups• Blackberry administration using BES Server 5 e.g. wipe device/reset password/assign to user/mailbox management/fault diagnosis• Co-ordinating service call, incident and project communications between departments and workgroups across the globe• Support new staff on the service desk in customer handling, SLA and KPI targeting, technical knowledge and ITIL procedures.• Providing “Team Expert” support for service desk agents who have exhausted known troubleshooting steps