• Support of Service Analyst(s) as and when required• Upkeep of Servers in the Data Centres to ensure they are operational at all times and fully patched• Monitoring of Branch Infrastructure Network and ensuring Branch uptime• Supervisory of Branch IT Assets in respect of Accountability, Serviceability, Repair and Replace• Correct Software Handling involving Accountability, Install, De-install and asset maintenance/upgrade• Training/Development support of Service Desk Analyst• Ensuring IT Security Policy is upheld for Users of IT. Also, ensuring the Network and Assets are Virus/Malware free• 3rd line support in respect to Office365, Exchange on Line, Active Directory (ADFS) and Directory Sync (DirSync) for Grafton Group• Undertaking of Projects relating to IT across Grafton IT Estate including Branch Visits (overnight stays if required), Arranging Third-party contractors and liaising with Property due to building works.

• Support of Service Analyst(s) as and when required• Upkeep of Servers in the Data Centres to ensure they are operational at all times and fully patched• Monitoring of Branch Infrastructure Network and ensuring Branch uptime• Supervisory of Branch IT Assets in respect of Accountability, Serviceability, Repair and Replace• Correct Software Handling involving Accountability, Install, De-install and asset maintenance/upgrade• Training/Development support of Service Desk Analyst• Ensuring IT Security Policy is upheld for Users of IT. Also, ensuring the Network and Assets are Virus/Malware free• 3rd line support in respect to Office365, Exchange on Line, Active Directory (ADFS) and Directory Sync (DirSync) for Grafton Group• Undertaking of Projects relating to IT across Grafton IT Estate including Branch Visits (overnight stays if required), Arranging Third-party contractors and liaising with Property due to building works.

• 2nd Line Support – Team of 8-12• Working off a call list within Cherwell clearing 60-80 jobs daily • Learning ACSL and Kerridge – due to company merge• Training New Staff members on Opal and the new Business Systems• Training/Go-Live cover on New Business systems as acquired• Creating and Executing Test Plan for Boss on Kerridge which was a new system to me at the time• Dealing with Request due to upgrade to Citrix (Virtual Desktop) and Office365/Merge from 3 domains to 1

• Supervisor to 6 team Service Desk• Scheduling team to cover hours of work, weekend cover, email cover, time for team to come off phones to catch up on call queues and changing things around to cover holidays• Creating Documentation for I.T and Opal• Producing Reports and analyzing the reports to improve Service Delivery• 3rd Line Support for one of the Business Sales system (Opal)• Opal is used by 70% of our user base and equates to 70-80% of our logged jobs for Business Sales Systems• Liaised with External Supplier of Opal either through conference calls or visits to Manchester to discuss outstanding calls and prioritize order of fixes and communications regarding upgrades and fixes to go-live• Creating New Branches and Data streams on Business Systems• Creating Customers on Web Portal to allow access to Sales and Statements

• 1st and 2nd Line Support – Team of 4• 70-100+ calls per day plus email support and logged jobs in call logging system • Internal Business system support (Opal) and Desktop Support• Working closely with 3rd Line to provide information on various jobs• Creating/Amending Users (Opal and AD/Email)• Onsite support/training for newly opened acquisitions • Hardware testing as old technologies became redundant • Business System Testing – Creating, and overseeing test plans• Data backup – loading and unloading tapes into various servers and confirming the data was backed up.