Managing and administering several customer environments focusing on multiple different technologies.MCSE, VMWARE, Windows Server, Wintel

Managing and administering several customer environments focusing on different technologies including but not limited to Microsoft server 2003/2008/2012, VMware ESX 4.0/5.0/5.5, DHCP, Active Directory, Backup Exec 2003/2008 and Citrix.

The Service Desk provides end-users with the ability to log incidents and requests, acting as a single point of contact for all Applications, Infrastructure and 3rd Party related problems.We assumed full responsibility to progress each ticket logged onto the Ticket Management System for any resolver group, irrespective of geography, application or support area, managing by priority and determined by business impact, providing regular end-user updates and ‘realtime’ escalation within any support groups or vendors to ensure visibility of any potential failures to resolve issues to the satisfaction of the end-user. We were also required to provide a technical understanding and effective communication to the end-user to assist in resolving any tickets where possible. Responsibilities included but were not limited to: - Incident Management- Ensuring SLA’s are met throughout the incident/request lifecycle.- Providing training for junior members of the team- Monitoring and maintaining the Service Desk mailboxes- Assisting with the creation of shift rosters.- Creating run book documentation for new first time fixes and processes.- Providing technical remote support for end users.- Efficient escalation to resolve/prevent possible failures. Technical areas of focus: Extensive Desktop & printer trouble shooting, basic server knowledge, basic network troubleshooting, network administration, Basic Citrix administration, Microsoft Office troubleshooting.

Freelance role while studying in 2008.Responsibilities:- Personally market and advertise the products.- Arrange meetings with potential customers and educate them about the product.- Complete all necessary documentation and administration for a sale.