Bryan Black Email & Phone Number

Dundee, Scotland, United Kingdom

Dundee, Scotland, United Kingdom

● Provide first and second line support to staff through various channels (phone, email, Teams, face-to-face), to over 1,500 end-users and endpoints.● Use Freshservice and Jira to log tickets, track progress, and update end-users on issue resolution.● Configure Microsoft 365, Windows, Windows Server, and macOS environments. ● Manage Windows Server Group Policy and Active Directory/Azure for seamless operations.● Install and provide support for antivirus solutions to safeguard system integrity.● Develop, update, and deploy Batch & PowerShell scripts to automate tasks, enhancing operational efficiency.● Successfully troubleshoot and resolve hardware, software, and network issues, ensuring minimal downtime.● Deploy, configure, and maintain endpoints according to department requirements.● Liaise with 3rd party vendors, effectively communicating technical issues and escalating when necessary.● Provide on-site support at various locations across the UK, ensuring prompt issue resolution.● Update and maintain IT inventory and records to ensure accurate tracking of assets.● Support Android and iOS mobile devices, utilising MDM solution, resolving issues promptly and efficiently.

Perth, Scotland, United Kingdom

• Performed Software/Hardware maintenance, installations, troubleshooting, backups, and patching for Windows 10 and MacOS.• Conducted remote support over the phone and on-site at client locations.• Executed Microsoft 365 troubleshooting and administration, including adding/removing users, enabling account security (MFA), password resets, email forwarding, client migrations, and resolving software issues.• Utilised N-Able RMM to remotely monitor clients' endpoints, prioritising and methodically resolving check failures.• Documented tasks and provided detailed follow-ups to end-users on issue resolution.• Assisted in the procurement of hardware for clients, selecting cost-effective solutions to meet their needs.• Delivered professional and courteous customer service by building rapport with clients and exceeding their expectations.• Logged all support cases in the service desk logging system.