2nd line technical support analyst at telematics firm masternaut.

CPP Card Protection plan - Finance/personal insurance;The first point of contact for all IT related issues and systems for an international company. Supporting all aspects of IT with an average 90% resolution rate on first responses, adhering to SLA’s and liaising with other teams from all aspects of the business. I am constantly required to work under the pressure of tight deadlines in order to support global business critical applications and projects.I have been involved in creating guides for new software installation, user admin, and most recently I created the Agent Training manual to assist agents with minor troubleshooting and to enhance their knowledge on the systems they are using, thus increasing their productivity.Below are some of my main duties within my role:• Ensuring all incidents are dealt with within the SLA’s provided to the business• User Admin – Creates, Deletes, disables etc, this included creating/disabling remote access, H drives installing relevant software adding/removing from distribution or security groups. Creating and managing new distribution/security groups• Arranging and carrying out desk moves including all hardware, telephony and some patching• Monitoring Network Node Manager for interruptions on services worldwide and escalating as necessary.• BES administration, activations, additions and deletes• Use of Altiris remote control and PC DUO• Incident Management of major incidents• IT Requests – for new hardware, software etc• Use of HP Service Desk for call logging• Network drive mapping• Manage RAS SecurID token setup and usage• Monitoring and mounting daily backups for UK and International sites using HP Data Protector• Supporting Genesys• Use of Genesys config Manager for assigning telecoms pins, creation of new users and adding users to groups• Occasional chairing and minute taking for the monthly IT Service Desk meetings

Handling the mobile working needs of an international law firm, supporting all things mobile e.g. mobile phones, Blackberry's, data cards, iPass, iMail+ both when they are deployed and when there is an incident i.e. faulty, lost, stolen etc Troubleshooting devices with problems, liaising with our service provider O2. Projects I have been involved with in this roleUser Administration - I completed a project to upgrade all of the electronic user administration forms for the company which involved liaising with Applications teams, Human Resources, Intranet Analysts and the people who complete the web based forms - a project which has gone incredibly wellAssociates Blackberry rollout - upgrading all associates Blackberry's whether as a first device or exchanging and transferring data from the existing device. This involved adding the user to the BES server, activating the devices, installing Repligo and arranging training plus much more.

In this role my aim was to provide support for IT problems and incidents that are raised by the firm's partners, associates, fee earners, solicitors, secretaries and other support staff. This consists of:Support core applications such as Exchange 2003, Word, Excel, PowerPointProvide support for in-house finance applications such as PKC and Arista Support and configure mobile phones, Blackberry devices, laptops and desktops Use Microsoft Exchange server and Active Directory to administer users Support general and bespoke applications such as iPass and Microsoft Office, Worksite (our document management system)Use SMS to remote users desktops to troubleshoot and install softwareLog calls for users in Touchpaper softwareInternal account transfers each quarter for the internal trainee moves Help with general training issues Projects I have been involved with in this role Hard Copy Project - the installation of new Xerox solutions to all UK officesSetting up a new office in Sheffield (setting up, configuring and testing PCs, laptops and printers). The introduction of Exchange and Outlook 2003, which also involved configuring, testing and supporting Blackberry'sRolling out Worksite, preparing all UK offices for the roll out, providing training and on site supportThe installation of new PCs for all UK users. Offered on site support during and after installation

I had responsibility of looking after four Front Line Services managers (the IT Front Line Services manager, the IT Learning manager, the two IT Regional Support managers and the Service Desk manager).The responsibility includes:Being the office function for the IT Project approval board - this includes arranging and attending meetings, agendas, minutes and the collation of all documents and statistics for thisAdministration of all overtime and expenses for IT departmentCovering on the IT Service Desk, which requires a real customer focusSupporting new applications which are put out via rollouts, this includes working in other offices and supporting the users on a one to one basisProvide weekly Service Desk stats to the CIOMaintaining our Disaster Recovery plans and invoking the service when neededArranging travel for Front Line ServicesAttending and organising interviews for Front Line Services new recruitsArranging and updating the Local Support teams performance reviewsThe compilation of management information for the monthly progress reportsArranging meetingsLooking after the IT director and Deputy IT director when their PA is away from the officeManage all administrative aspects of meetings for Local Support, Learning and Service Desk including agenda, minutes and collecting informationArranging training courses both internally and externally, monitoring the budget and ordering external resourceInputting invoices for hardwareDiary managementArranging training and awareness days and Christmas partiesMonitoring and updating the Local Support movements sheetIT Service and Operations meeting - arranging and attending the meetings, minutes, agendas and collating any statistic reference needed for this