Duties consisted of service requests and incidents, including:-REIMAGINGSCCM for Windows 7 and 8.1 and separately Ubuntu. They can either be done by myself in the office, or for elsewhere, a field engineer can attend. I help keep the reimaging guides up to date and provide engineer telephone support.O365 MAILBOXESThere are shared, F1 and E3 flavours and distribution groups. Only shared mailboxes and distribution groups are created by me in the O365 Admin Center, as F1 and E3 mailboxes are set to synchronise from AD.FILE SERVER ACCESSIf a new AD group is required then 3rd line has to create it, but not before I study the existing groups’ permissions first to give access.ONEDRIVEAs the estate uses folder redirection for automatic OneDrive synchronisation, if the OneDrive client fails to run for any reason then it can lead to either multiple local OneDrive locations, by the user trying to fix it, or even worse, a complete failure of any synchronisation. Responsibility fell on my team and I and we came up with our own procedure to ensure the user’s data gets fully sync’d again.WINDOWS1st line escalated a ticket because their credentials weren’t being accepted to make administrative changes on a user’s computer. My suggestion to flush DNS and reboot didn’t help. So, using Telnet, I set a password on the local Administrator's account, logged in on that, mirrored my DNS and got domain authentication working again. Still a mystery how it obtained those settings.KNOWLEDGEBASEAlso, part of the catering contract with MoD sites is to use dial-up modems, possibly to disenchant would be hackers. The onsite Compass computers and tills solely rely on this network and too often tickets were being escalated to us. Frustrated by this, I wrote a 17 step knowledge base guide to troubleshoot the technology and since then the escalations have dropped considerably.

ENGINEERINGPart of the team assigned to the imaging, configuring, testing and repair of desktops, laptops and servers. Additionally providing client technical support and with dealing with complex escalations of complex issues.PROJECTSDemonstrated technical prowess when maintaining, configuring and testing Windows XP Embedded touch screen gambling kiosks on a recent project. Would identify solutions for hardware and software problems and liaise with the customer on technical issues and workarounds.INITIATIVEKick started off another project and showed own initiative when solely testing and evaluating components from decommissioned computers for direct liaison withthe sales team. Devised process documentation to assist future project members and built spreadsheets that queried the company database.