Carys Pollard Email & Phone Number

Surrey

My role was to primarily provide 2nd line support to 1k+ users of staff and students at a 2-school trust of prestigious private schools in Surrey. Day-to-day tasks would include, but not limited to, troubleshooting network and hardware/software issues; backup solution management; MDM management; and in charge of assigning and actioning helpdesk calls that are logged.A number of projects were undertaken including:- Implementing 1:1 iPad device scheme to 500 pupils and 200 staff using Lightspeed MDM- Lead and implemented the project of Windows 10 migration of over 500 (most of this project was done completely solo) devices and upgrade from Server 2012 across Summer 2019- VLANning of a flat network with over 1.5k devices- Full refresh to network of almost 50 switches- Full refresh of 160 Cisco Meraki Access PointsExperience working with:Vanilla; Windows Server 2019, 2016, 2012 and 2008; Windows 10 and 7; Active Directory; onsite Exchange and Office 365; Office 2019, 2016, VMWare; Sophos anti-virus (local and cloud Central); MDM solutions (Meraki and Lightspeed); Microsoft Intune; Apple School Manager; Apple Classroom; Smoothwall internet filtering; Redstor backup solutions.

Haringey

Customer-facing engineer working within the North London Managed Service team and further flex contract extensions to provide on-site 1st and 2nd line support to managed service schools within the Haringey borough to action and monitor service calls whilst adhering to contractual SLAs and KPIs before moving to Flex Managed Service in Surrey. In my time at RM, I worked alongside a senior technician, as 1st line support and point of contact for all users. I maintained the network of a number of secondary schools, overseeing the day-to-day running as part of our managed service.- Nominated for a staff ‘Shining Star’ award by Park View School in recognition of the level of service providedGained experience with, but not limited to:RM CC4 Networks; Vanilla systems; Windows Server 2016, 2012, 2008 and 2003; Windows 7 + XP; Symantec Backup Exec 2014, 2012, 2010; Exchange 2016, 2013, 2010, 2007; Office 365, 2013, 2010; VMWare ESXI 6; Sophos anti-virus (local and cloud); Cisco IP Phone VOIP; MDM solutions (Meraki and Lightspeed); SIMS MIS.

Haringey

Gaining lots of experience in shadowing Network Manager and being 1st line support for users

Croydon, United Kingdom

Working towards certifications and gaining the knowledge to support a further career in an IT workplace.Developing best workplace practices, customer relations as well as hard and soft skills, creating technical help documentation.