David H. Email & Phone Number

Horsham, England, United Kingdom

Horley, England, United Kingdom

I run a connect IT bar across 2 sites in Horley and Orpington for the utilities company SGN. -Walk up service and assisting with helpdesk calls (making appointments to call to site, using remote tools to fix or attempting solutions over the phone)-Looking after Windows 7 and Windows 10 OS as well as some iOS due to some teams having iPad devices.-Hardware support for a wide range of Lenovo products (desktops, laptops and tablets), ranging from usability queries, triaging… Show more I run a connect IT bar across 2 sites in Horley and Orpington for the utilities company SGN. -Walk up service and assisting with helpdesk calls (making appointments to call to site, using remote tools to fix or attempting solutions over the phone)-Looking after Windows 7 and Windows 10 OS as well as some iOS due to some teams having iPad devices.-Hardware support for a wide range of Lenovo products (desktops, laptops and tablets), ranging from usability queries, triaging hardware/software faults and fixing where possible.-Supporting O365, Citrix, Adobe applications mainly but also includes applications specifically used by SGN (standalone maps applications etc)-Mobile, both Android and iOS support. Mainly Motorola devices, assisting with setting devices up for users registering on InTune, showing them how to access Outlook, Teams, Skype etc and how to download other required apps from the app store. Diagnosing faults and logging warranty calls if required.-Supporting MFP devices: general maintenance, installing replacement consumables (fusers, transfer kits, toner, drums etc), fault finding and troubleshooting.-Assisting with projects (the most recent has been the upgrade from Windows 7 to 10, plugging the service gaps with any manual installations of software or spotting potential faults before being rolled out)-Using TFSnow to log incidents and requests as well as manage my own stack assuring calls are resolved within the SLA.-Providing training for users where needed and taking everyone on a case by case basis.-Escalating faults I am unable to resolve to the correct team. Show less

Belfast, Northern Ireland, United Kingdom

Working in an IMAC role for a large public sector organisation in Northern Ireland. I provided technical support activities as part of service delivery provision and projects deployment, including installation, troubleshooting, problem resolution and maintenance. -Advising customers on preventative maintenance and configuration adjustments to improve product performance (for example, not blocking desktop computers with pedestals or other equipment which caused overheating). -Most of my… Show more Working in an IMAC role for a large public sector organisation in Northern Ireland. I provided technical support activities as part of service delivery provision and projects deployment, including installation, troubleshooting, problem resolution and maintenance. -Advising customers on preventative maintenance and configuration adjustments to improve product performance (for example, not blocking desktop computers with pedestals or other equipment which caused overheating). -Most of my day was lone working so relatively self-sufficient, acting with some depth of specialisation in a given area.-Supporting Windows 7 desktop builds along with their peripherals as well as projectors, scanners and other niche equipment that fell within the realm of IT -Involved in several pieces of project work including refresh of Dell Optiplex workstations to Fujitsu Esprimos. Involved identifying workstations out of warranty, building replacement devices with correct naming convention, arranging time frame with the FM for each site, taking new kit to site, locating/removing/decommissioning old kit and replacing it with new, and test that it works.- I built up a good working relationships with the customer’s in-house IT team which meant certain tasks could be completed much easier by being able to share knowledge.- I developed problem solving skills by taking ownership in obtaining the information, evidence and data required to diagnose and resolve more complex problems (both new and known), and tended not to leave site until the hardware/software fault was resolved and end user was happy.-Training/coaching members of the team to provide knowledge, assistance/advice. -Stand in for a team leader which involved scheduling, getting machines prepped for workload, arranged appointments with end users etc-Close working within IMAC team as well as data networks, service desk and 2nd line in order to complete daily jobs as well as larger projects. Show less

Belfast, Northern Ireland, United Kingdom

Providing 1st line support and was a single point of contact for users in a large public sector organisation. -Dealing with the management of both routine and non-routine incidents, problems and requests via phone, email and self service. Using VQSM call logging system to create new incidents and monitor existing calls.-Supporting standard technical queries including Windows Vista/7 OS, MS Office, Citrix, Xerox printers, Blackberry/Android devices.-Managing accounts using Active… Show more Providing 1st line support and was a single point of contact for users in a large public sector organisation. -Dealing with the management of both routine and non-routine incidents, problems and requests via phone, email and self service. Using VQSM call logging system to create new incidents and monitor existing calls.-Supporting standard technical queries including Windows Vista/7 OS, MS Office, Citrix, Xerox printers, Blackberry/Android devices.-Managing accounts using Active Directory-Basic networking used to check servers were live after outage, check last time user rebooted etc. -Sending email/SMS comms in a timely manner to notify of any outages. -Escalating issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis. -Meeting regular KPIs such as call answering time, call length, first line fixes and customer feedback -Monitored and rebooted server’s & DCU’s via SCOM Show less