Chris Crooks Email & Phone Number

Belfast, United Kingdom

At NI Water I am employed as an ICT Service Desk Analyst providing technical support and outstanding customer service for the company from our headquarters based in Westland House, Belfast (working from home since March 2020).Technical support is provided via telephone, email and occasionally face-to-face communication.I provide support in the following areas (list not exhaustive):Dell desktops/laptops running Windows 10Servers (physical and virtual) running Windows Server 2012/2016Printer support - HP & XeroxSamsung Android mobiles/Panasonic ToughpadsMicrosoft Office 2016Software/application supportOffice365 supportMicrosoft Exchange Server 2016 (on-premise) and Exchange Admin CenterUser account management using Active DirectoryMonthly account audit checksFile/folder backups and restoresFile/folder permissionsNetwork troubleshooting and support - LAN/WAN/Wi-Fi/3G/4GTelephony troubleshooting and support - Avaya desk phonesProviding updates on tickets already loggedProviding advice and guidanceService Desk mailbox administrationLiaising with 3rd party vendors

Belfast, United Kingdom

Agency contract with same duties as above.

Belfast, United Kingdom

At Spence and Partners I was employed as a Cloud Support Technician, responsible for various technologies such as:AzureSharePointExchange/Office 365Citrix hosted desktops and applicationsI also provided IT helpdesk and desk side support (remote & on-site) and video-conferencing support for the organisation. In addition to this I provided users with IT training and delivered IT inductions to new members of staff joining the company.The core applications/systems I used/dealt with on a daily basis in my job included (but were not limited to) the following:Active DirectoryAzure Active DirectoryCitrix/Citrix App Center/Citrix Receiver/Citrix WorkspaceExchange/Exchange Admin CenterFreshdesk ticket logging softwareMicrosoft AzureMicrosoft Office 2010/2016Office 365SharePointWindows 10 and MAC OSWindows Server 2008/2012/2016

Belfast, United Kingdom

At Allen and Overy I was the lead IT Support Analyst in the Desk Side Support Team, responsible for providing desk side IT support to the Belfast office which contains over 575 members of staff.I was the main point of contact and responsible for the overall day to day running of the team.In this role I gained exposure to supervising/training staff and assisting in various IT projects taking place.Core duties and responsibilities:* Managing aspects of several IT projects such as RAM upgrades, desktop roll-outs and deploying Windows 10 as part of project Verso* Training and supervising IT apprentices in the Desk Side Support Team, giving them guidance and support, acting as a mentor and allocating work for them to complete* Acting as a point of escalation for IT apprentices* Ticket logging and queue management using ServiceNow* Priority incident management and resolution* Hardware support - builds/repairs/upgrades of PCs and laptops etc* Windows 7 and 10 OS installs/deployments* Printer support for HP/Xerox devices - replacing toners/drums and clearing paper jams etc* Networking support - patching ports and cabling etc* Telephony support - supporting Cisco/Polycom desk phones and Apple mobile devices* AV/video conferencing support for Cisco equipment* Set-up meeting/training rooms and associated equipment such as PCs, laptops and projectors* RSA secure hard/soft token assignment, configuration and support for remote workers* Ordering stock - PCs, laptops, RAM, printer supplies, peripherals and desk phones/mobile phones* Following New Starters and Leavers company process* Maintaining IT assets database/CMDB and updating regularly* Co-ordinating and assisting with desk moves and moving IT equipment* Disposing of IT equipment* Liaising with 3rd party vendors and suppliers* Identifying areas of improvement and implementing changes

Belfast, United Kingdom

At Victim Support NI, I was the sole IT System Administrator, taking full ownership and responsibility for day to day issues and owning the IT function within the organisation.An important part of my job required me to deliver outstanding customer service and I did this effortlessly. I always made regular communication with staff and ensured to immediately notify the organisation of important or major system issues. I am heavily customer service focused and always looking for ways to improve customer satisfaction and IT systems alike.I provided administration and technical support in a variety of areas such as:* Hardware support* Software support* Software installs/deployments* Networking/telephony support* Cabling/patching ports* Barracuda VPN support* VM (Virtual Machine) support* Deploying Windows updates/patches* Active Directory administration* SharePoint administration* Microsoft Azure administration* Server administration* Office 365 administration* Providing user training* Providing information on user queries* Raising purchase orders for the company* Producing reports for management* Liaising with 3rd party suppliers/providers - Rainbow Communications, Microsoft, BT, Virgin Media etcThe core applications/systems I used/dealt with on a daily basis in my job included (but were not limited to) the following:Active DirectoryChronodat Helpdesk Lite ticket logging softwareExchange/Exchange Admin CenterMicrosoft AzureMicrosoft Office 2013Office 365SharePointSymantec anti-virusWindows 7 and 10Windows Server 2012 R2

Belfast, United Kingdom

At BNP Paribas, I provided on-site and remote IT support for approximately 800 users across two corporate business sites in Belfast and Solihull.My main duties included (but were not limited to) the following:* User account creation/modification* Account unlocks/password resets* Granting access to shared drives* Granting access to shared mailboxes/distribution lists* Creating shared mailboxes/distribution lists* Granting access to applications* Application support for bespoke company applications* Software support* Software installs/deployments* Network/telephony support* Desktop/laptop/server support* Providing information on user queries* Providing updates on calls logged* Handling customer complaints* Providing user training* Producing user guides* Service Desk queue management of tickets* Knowledge Base administration - updating existing KB articles and uploading new KB articles* Completing compulsory company bespoke e-learning modules on a monthly basisSole responsibilities included (but were not limited to) the following:* Producing weekly Service Desk SLA and Category Analysis reports for managementThe core applications/systems I used/dealt with on a daily basis in my job included (but were not limited to) the following:Active DirectoryBMC Track-It! ticket logging softwareExchange 2010LANDESK Management ConsoleMcAfee Endpoint EncryptionMicrosoft Office 2010/2013SharePointSophos anti-virusSymantec Enterprise VaultWindows 7Windows Server 2012

Belfast, United Kingdom

At Cased Dimensions, I worked on a secure managed service contract for CarillionAmey.The role required me to possess SC (Security Clearance) which I obtained in 2015 and this is valid until 2020.Acting as a single point of contact, I always ensured to provide customer excellence on every occasion and strived to deliver a first time fix for the majority of all issues brought to my attention.I provided technical support and was responsible for logging incidents, service requests and change requests for all issues, queries and/or requirements raised by the users. These were brought to my attention via telephone, email and the Self Service Portal.Issues and requests that I could not resolve or complete myself were escalated to an appropriate support group within the business for resolution.My main duties included (but were not limited to) the following:* User account creation/modification* Secure password resets* Granting access to shared drives* Granting access to shared mailboxes* Granting access to applications* Email management using Exchange* Printer installations - HP/Xerox* Printer troubleshooting - HP/Xerox* Application support* Software deployment using SCCM* Network support* Desktop/laptop/server/tablet support* Citrix support* Detecting/logging security breaches* Providing information on user queries* Providing updates on calls logged* Providing user training* Producing user guides* Service Desk mailbox administration* Producing weekly Service Desk reports for management* Mentoring/training new staff joining the Service DeskThe core applications/systems I used/dealt with on a daily basis in my job included (but were not limited to) the following:Active DirectoryCisco AnyConnect Secure Mobility ClientCitrix/Citrix Receiver/Desktop DirectorExchangeMicrosoft Office 2013Microsoft's Configuration ManagerMicrosoft's Service Manager ticket logging softwarePowerShellWindows 7, 8 and 10Windows Server 2012

Belfast, United Kingdom

At the Belfast Health & Social Care Trust, my main responsibilities as an ICT Service Desk Analyst included diagnosing and resolving any issues users had with desktop computers/laptops/tablets/thin clients, hardware issues relating to printers and monitors, rectifying network related faults and resolving problems with locally installed and virtualised software applications.I also had to deal with requests from users and typically these would have included granting them access to shared folders and shared mailboxes, allowing access to blocked external websites, adding them to application groups within Active Directory, installing software or performing an upgrade on software already installed, re-imaging their PC from an older operating system to a more up-to-date version (e.g. Vista - 7) and any other requests they would have had.In addition to the above, I was involved in two deployment projects. The first of which was deploying a large number of thin client computing devices across several Belfast Trust buildings such as community sites and health and wellbeing centres. A large portion of the Belfast Trust is currently utilising virtualised computers for daily operations and when this new system came into place, I was one of the first people to deploy these devices to hundreds of users and help them get setup.Secondly, I was also responsible for undertaking a Windows 7 deployment project on my own at the Royal Victoria Hospital for several months. I had compiled a list of hundreds of computers that were eligible for an upgrade to Windows 7 from previous versions such as Windows XP and Windows Vista and performed these upgrades on-site, ensuring that users were happy with this taking place and that there would be no compatibility issues after the upgrade.

Lisburn, United Kingdom

At Ignite IT, my main responsibility as an IT Support Technician was to upgrade and repair computers belonging to customers. I replaced laptop screens, upgraded RAM memory and hard drives. I also upgraded versions of operating systems on computers and performed software maintenance tasks such as virus/malware removal and software installations.Other duties included administration, stock control and delivering training courses to novice computer users at community sites across Belfast and Northern Ireland.

Education record

Studied various IT courses at Belfast Metropolitan College from September 2008 until June 2012

Education record

Education record