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I joined Atmoso as a 2nd line engineer where I am jointly responsible for maintaining VDI Infrastructure, updating VDI templates with new software as required by customers and troubleshooting issues such as VPN connectivity, problems with backups and implementing new firewall rules to name a few. Other tasks include building new servers and racking within datacenter’s for deployment into the existing infrastructure.

After 18 months with TMB I was promoted to the role of IT Helpdesk Team Leader. Responsible for a team of nine engineers across three offices, I organized engineer shifts to make sure that early and late finish times were covered along with monthly site visits to client sites. Alongside this I ensure that my team are responding to customer queries within SLA time frames to meet set monthly KPI targets. Other tasks included liaising with Account Managers on a frequent basis and onboarding of new customers when needed. I also undertook tasks assigned by the Helpdesk Manager and Company Directors as and when required which could range from organizing training for team members to liaising with external suppliers and racking of new server hardware for our internal infrastructure. This was done whilst maintaining an involvement with technical work on a 50/50 split.

I joined TMB as a 2nd line engineer and was responsible, along with the helpdesk team, for resolving customer support queries which could range from password resets, backup failures and more complex issues such as site wide outages at customer sites. Other requests could include implementing or making changes to group policies on networks for password policies, printer deployments or mapped network drives. During my time at TMB I studied and passed the MCSA exams for Office 365 and was able to use the skills I learned to troubleshoot mailflow problems with emails and managing user accounts when sync’d in a hybrid environment.

My main responsibilities were providing 3rd line support by means of internal escalations, telephone support and responding to support tickets via a custom designed control panel according to SLA’s. Alongside this, I was also shift supervisor and responsible for assigning roles for on-shift engineers and ensure tasks were being carried out in line with company procedures. Other responsibilities included monitoring of datacenter facilities and infrastructure, maintaining site security along with the provisioning of Dedicated and Managed Server orders, processing upgrade and cancellation requests when customers decide they no longer had a requirement for a server.

I held the role of Senior Computer and Network Engineer at a computer support firm in Romsey providing Outsourced Support Services to the SMB market.Tasks I was responsible would include:*Practical/research work to continually update my knowledge of the IT Industry so that new ideas and solutions could be provided to clients*Oversee and provide 1st and 2nd Line support*Co-ordinating the installation of new software and hardware, ie Servers, Core Networking, Workstations etc.*Providing ongoing support and ensure the efficient running of core systems by minimising downtime for clients.*Providing quick and effective resolutions to problems by means of remote software or on-site visits for our clients all over the county*Maintaining positive working relationships with clients and liaising with them on a regular basis.During my time with Widenet, I was jointly responsible, alongside our Managing Director, for the negotiation of support contracts with both new and existing clients. At the time if my departure, there were approximately 30 support contracts in place.

Responsibilities were to carry out installations of PCs purchased from Comet Stores on the South Coast, installations of Wireless Networks and advising customers on using their new computers. Also I would carry out extended warranty repairs on PC’s and Laptops, whereby I would identify faults and liaise with insurance companies over the cost of repairs.

Providing day-to-day IT Support for a legal firm with offices in Southampton and Bristol.