Colin Wilson Email & Phone Number

Belfast, Northern Ireland, United Kingdom

Duties• To provide support for staff in Action Cancer House, Big Bus, Retail locations and Regional Services locations.• To be responsible for the IT ticket system, prioritise and resolve IT ticket requests. • To assist with the project management of any long term tasks arising from the ticket system or assigned by ICT Senior Officer. • To setup new starters on the network and provide a minimum level of induction training.• To configure and support users on Office 365.• To assist with Cloud service maintenance and support in relation to staff data.• To be responsible for the allocation of ICT equipment to staff.• Provide ICT training in line with ICT Policies.• To provide general IT admin for 3rd party software. • To assist in the installation and configuration of new hardware and software in Action Cancer House.• To take responsibility for the installation, configuration and maintenance of hardware, software and CCTV in Retail, Regional Services and Big Bus locations.• To monitor the completion of daily backups for the organisations ICT infrastructure.• To provide the effective rollout of antivirus installations and updates.• To monitor the patch management of all devices within the organisation and make sure they are up to date. • To maintain and update IT databases within the organisation. • To represent ICT on the Social Media Committee• To assist in updating websites and any other micro-site within the organisation. • To assist in the support of mobile devices to staff.• To be responsible for the provision and support of IP CCTV across the Retail sites and Action Cancer House.• To provide and maintain an audit of the ICT Infrastructure.• To update and maintain the ICT Manual.

Belfast, Northern Ireland, United Kingdom

In my role at Flagship I worked in a small domains team. We worked cooperatively in putting new websites and emails live while also providing support.The responsibilities included;- Assisting users in setting up/troubleshooting their email in a mail client or webmail service that is provided.- Updating DNS records to accommodate for new websites or email services.- Investigating non technical customer Domain/email services- Using a command line tool to provide an email migration service, which includes creating a batch file and reviewing log files - Maintaining a cooperative relationship with customers- Creating company and customer documentation or guidance.

Newtownabbey, Northern Ireland, United Kingdom

During my time at Capita, I got the opportunity to work with a diverse group of people being sure we communicated effectively to resolve issues reported by technical or non-technical users. These issues were reported to us majoritively through calls as well as emails and tickets raised directly. Calls or emails had to be dealt with promptly to meet the SLAs agreed with the client.In the course of a ticket's life span, I would be completing various software, hardware and network troubleshooting. This would range from asking a client to restart their device to remotely connecting to a user's device or server to investigate the issue further. I was able to get a great deal of experience by helping users with a range of unsupported products using the best endeavours technic to ensure the user left with a positive experience. Other issues include; - Assisting with printer issues, user profiles and printer configurations within the end user's server remotely. - Carefully monitor server and network equipment status at the request of the end user to make sure their network is performing. Due to the recent pressure of companies moving to work from home, I also assisted users in connecting to their office computers from home by guiding them through the process of installing a supported VPN and making a connection.

Belfast, Northern Ireland, United Kingdom

Voice Support and email technical support to ensure closure as per ITIL incident Management process.Follow up/ update ticket for every call to ensure timely closure.Call ownership, drive to resolution and communication with customer.Perform Life Cycle of incident management process, starting with incident logging to call closure and customer satisfaction survey.Telephonic support to end users.Using the knowledge base to resolve Level 1 issues quicklyTroubleshooting on all types of issues with the help of knowledge base articles and experience.The use of active directory to assist with users account issues.Communicate with the users in a timely fashion via phone or email in a professional manor.

Knocknagoney

Taking on responsibilities such as providing customer support on any problems or issues customers have had with the store or service they have been given. Locking up the desk upon closing.

Ocr Level 3 Cambridge Technical Diploma In It (It Infrastructure Technician ), It, Pass Pass

Ocer Level 3 Cambridge Technical Introductory Diploma In It, It, Pass