Working for a small company with a large global customer base gives me the opportunity to carry out tasks ranging across the whole spectrum of IT Network & Customer Support. I may be planning and deploying a server one day, or catching a plane to a far away destination to carry out software installation, training or support. This role regularly switches between customer and network infrastructure support.

I was the one man IT support team here. I took on all roles covered within IT support. Ranging from ordering consumables to full network overhauls. I managed telecoms, network and server infrastructure.

• To supervise a team of 6 1st and 2nd Line IT Support staff.• Ensure SLA’s are adhered to.• Ensure helpdesk requests are responded to in a timely fashion.• 3nd Line Infrastructure Management, Planning and Implementation.• Introduce new working methods to improve helpdesk and Infrastructure efficiency• To provide support for 17 UK Based Cold stores over Wide Area Network.• To take support calls from customers.• Provide IT consultancy to 3rd party customers • To perform system maintenance on existing client network infrastructures.• Carry out weekly health checks on Local and Client networks.• Carry out software and hardware audits.• Maintain Black Berry Enterprise Server infrastructure.• Install and Support IBM AS400/iSeries Clients (including Dumb Termainals)• Configure GPS and Tracking Units for Trucks and Trailers.• Inform customers of new technologies beneficial to their business’s• Install hardware and software at customer premises.• Design and construct customer websites.• Provide IT consultancy to customers.• Carry out software and hardware audits.• Report up to date system status to management.• Become software knowledgeable to train staff and author custom company software training guides.• Purchasing and stock control of IT related consumables.• Administer Avaya VOIP phone systems.• Administer ForitMail AntiSpam Systems.• Administer and assign CRYPTOcard secure VPN.

• Management and maintenance of three networks in three locations over a Wide Area Network.• Delivery of IT solutions that meet current & future business needs.• Install, configure and maintain Microsoft Windows based servers and Workstations.• Maintain service level agreements• Design and action disaster recovery plans.• Manage prioritisation of helpdesk support cases.• Guarantee availability of data synchronisation between office and PDA’s.• Manage and implement IT refreshment policy.• Ensure software licensing agreements are adhered to.• Ensure software and hardware are fit for purpose.• Design and construct customer websites.• Provide IT consultancy to customers.• Carry out software and hardware audits.• Write and enforce company IT policies and procedures.• Managing departmental budgets for the purchasing of all company IT equipment and software, ensuring cost effectiveness at all times.• Purchasing and stock control of IT related consumables.• Administer phone systems.

In this role I covered a wide ranging variety of tasks. From building server hardware and disk arrays, to installing server operating systems, to supporting desktop users, to carrying out software installs at international airports all over the world.