Providing first and second level support by monitoring live wifi systems on various Train Fleets in UK, Europe, USA and Canada reporting and resolving any issues uncovered using NMS (Network Managing Systems) and Remedy Force monitoring systems. Liaising with third level teams such as System Administrators, Dev Ops and Portal Teams.

Starting off on a leveraged helpdesk providing support to numerous blue chip clients across the country. I then made the move to the CID (Co-ordinated IMAC delivery) team which provided all aspects of technical changes to the Ministry of Justice. In CID I was responsible for the Active Directory account management, creation of user accounts including granting required mailbox access, deletion of AD accounts, granting and removing required folder access.. I also managed from beginning to end of other changes that were out of my direct remit.I have also gained Incident Management experience dealing with high severity problems,this entails dealing with Service Delivery Managers, third party companies to arrangeengineer visits if necessary and also speaking to 2nd and 3rd level engineers as required underSLA agreements , also keeping the customer informed of any updates.I then moved to my current position working as part of a highly skilled team of helpdesk agents providing first and second level support to public and private sector clients on a 24*7 basis. Following the ITIL framework, I am responsible for providing excellent customer care, whilemaintaining an 85% first time fix rate. Issues range from simple printer re-installs,Active Directory account management and creation. As part of our second levelduties I am responsible for resolving server issues such as print spooler stoppages and shared folder maintenance.Experiences : Helpdesk, Service Desk, SLA, ITIL, Windows XP, Windows 7, Windows 8, Server 2008, Server 2003, Active Directory, Microsoft Exchange, Peregrine,

Machining various types of Automotive parts to tight tolerances,Quality Control of finished parts.

Production of various thicknesses of wire, and also quality control of finished material.