Responsibilities include being the first point of contact for internal and external customers, which vary from a single office/small network environment to multi-site international enterprises, supporting Networking (Cisco, Juniper)/EBI (Enterprise Buildings Integrator)/Voice (Cisco, Avaya) infrastructures, among others. Performing fault diagnostics/troubleshooting, and fault resolution, if required, passing to the relevant 2nd/3rd line teams or 3rd party to investigate further. All the while fully managing the fault using an in house fault management system, ensuring SLA’s are adhered to, keeping the customer updated on a regular basis (using various means of communication, including Hiplink - Messaging system, phone, email and customer fault management systems, ServiceNow & Remedy etc.) from the initial fault being logged, to full resolution. We aim for, and regularly achieve 99.9% Network uptime every month, as well as 99% fault resolution. I was also responsible for creating, updating and maintaining internal documentation, which comprised of running full hardware audits, and maintaining our in house CMDB (Configuration Management Database) and constantly finding ways of improving processes and procedures to better serve both the company and customers. During this role, I have greatly enhanced my knowledge within EBI & networking (Including passing the CCNA exam) which has enabled me to take on more responsibilities and help with 2nd line and hardware engineers on a regular basis. This role is based on 24/7 shift structure, which incorporates on call and standby.For this role, I am one of the select few on the offshore/oil rig hardware call out rota for a number of years. This required me to be trained and certified in a number of skills including BOSIET, CA-EBS and MIST. During this time I was called out on a number of occasions.

Relevant responsibilities included calling and liaising with external companies, constantly building customer relationships. Good customer service was imperative, with a need to always be vigilant and both look and act professional.

Responsibilities included general bar work.

Responsibilities stemmed from computer recycling. Receiving batches of PC’s and determining which ones were workable and could be fixed and which ones could be used as spare parts.Perform fault diagnostics and fault rectification where needed. Building PC’s from scratch, including hardware, operating system and applications to be used as in house desktops or to be given/sold to other charities. I also performed ad hoc support of PC’s and network media.

Responsibilities included full support in many areas of the day to day running of the hotel. Duties included setting up conference areas, meeting and greeting guests, being the first line of customer care, night porter, waiter, barman, and at one point, even a lifesaver!I have excellent customer facing skills and was called upon many times where these skills were necessary.

Responsibilities included the installation/rollout, upgrading and support for 1500+ PC’s, updating the Novell client V3.32/V4.83, Zen Works (Application launcher V3.20 and MacAfee Virus scanner V4.5V4.5.1 Whilst updating the hosts file, checking all desktops were standardised. Responsibilities also included desktop support when needed, for both hardware and software related issues. Application support of Novell GroupWise, Office 97/2000,and various other in house applications, Operating systems included 9x, NT and 2K. Other responsibilities included the installation of networking equipment and cabling, mainly twisted pair, diagnosis and troubleshooting TCP/IP. Liaising with users. Implementation, support and repair of desktop PC’s, laptops, printer and various other hardware, often of Compaq, Dell and HP specification.

Responsibilities included full support and administration of 150 users, creating and maintaining user accounts, printers, TCP/IP administration, departmental adds, moves and changes etc in a Windows NT and 2K operating system environment. Application support of Office, Outlook, Remedy and various other in-house back-office trading software packages including Experian, Crest, Zapcode, Wincab and Macro-image, in addition to Nucleus, G2, Brokerview and Nexus which were in-house applications.Other responsibilities included the installation, configuration, upgrading and troubleshooting of desktop PC’s, printers and various other equipment. Day-to-day tasks included usage of Ghost imaging and MS installer and maintained and supported hardware from a range of different manufacturers including Compaq, Dell, Unisys, Kyocera-Mita & Xerox. Additional responsibilities included liaising with various companies for support with respect to a variety of software and hardware.

Responsibilities included documentation, planning and deployment of floor plans, liaising with customers and peers, the preparation of site and implementation of various floor coverings within a specified time frame, meeting both business and customer requirements.

Employed for year 2000 upgrades and fixes. Responsibilities included the identification of equipment, desktop PC’s and laptops that needed to be brought up to year 2000 specifications, analysing both hardware and software and then applying the fixes as required either through hardware upgrades or installation of patches and fixes.This also included all documentation updates and operating change control processes. Responsibilities also included the installation of software images using ghost. The operating system environment was NT, Windows 9x client PC’s with NT and Novell 411 employed to support users and core applications.