Providing customer focused support. The 2nd line Desktop Engineer role is to work with key clients to deliver services in Infrastructure, Helpdesk and Second Line Support to Sol-Tec's diverse client base. It primarily involves working with Windows Desktop and Server Operating systems and application suites. It also involves participation in small implementation projects with focus on deployment of operating systems, applications, upgrade of security patches or similar future projects according to customer requirements.

The Desktop and Server Administrator’s role was to ensure continuity and smooth-running of servers, desktops and all other IT resources, as well as continuously seeking to improve these systems in order to help staff work efficiently and effectively. The role included, but was not limited to:-• Supporting 120+ internal users across 4 sites.• Troubleshooting and supporting laptop, desktop, printer, server and networking issues.• Hardware and Software procurement.• Management and administration of MITEL VOIP PBX with 100 IP phones• Ensuring Active Directory was up to date and maintained to ensure maximum efficiency.• Administering legacy Exchange 2010 environment prior to migration on to Office 365.• Maintaining Office 365 admin site to ensure license use was kept to a minimum and permissions were set correctly.• Setting up new accounts ,equipment and performing IT induction with new starters.• Management of IT assets to ensure compliance with warranty, licensing, support and value for money• Assisting in maintaining an IT section on intranet (SharePoint) up to date.; • Creating “how-to” documentation and amend IT policies where and when required.• Assisting internal staff in resolving technical queries from customers.• Maintaining anti-virus software.• Creating documentation of the internal IT environment.• Helping to establish training requirements for internal staff.• Managing laptop testing.

I provided day to day IT support and was involved in the delivery of a series of IT improvement projects to Olive Communications as the client.These included migrating end-users to Office 365, implementing MItel Communications Director and IP handsets and rationalising management of the IT server, desktop and mobile estate.

My role covered administration and support of on site DHCP, Print, and AV servers, on campus support to over 1000 end-users with a mixture of desktop and laptop equipment, incident management of support tickets, change management, hardware builds and delivery of key internal infrastructure improvement projects.

I provided Desktop Support in a mixed Netware/Microsoft environment to a user base of 2000 end users based across 14 offices in the Thames Valley region Other key roles included end user training, change management, local IT security and evaluation of IT software and hardware.