• Providing day-to-day IT support for all employees on any issues as necessary. Including, but not limited to; software installation, password resets, printer installation/troubleshooting, network connectivity.• Diagnosing and resolving Citrix XenApp 6 based issues. • New employee setup, induction and staff desk moves. • Troubleshooting network issues related to SSL VPN and RDP connectivity. • Taking ownership of user issues and following up on the status of incidents on behalf of the user and whilst communicating progress in a timely manner to management and senior members of staff. • Publishing standard operating procedure based documentation to assist staff with initial hardware setup.• VMware vSphere ESXi host management, maintenance, troubleshooting/resolution and configuration.• VMware workstation 12 P2V machine creation and backup to ESXi hosts.• Windows server 2008/2012 deployment, configuration and management• Synology NAS maintenance configuration, management and backups setup.• Nimble storage management and configuration.• Other duties as and when required.

Mencap is a charity who support people with learning disabilities. Whilst at Mencap my duties included: • Receiving inbound calls from service user users with technical issues and then resolving them remotely or having the machine sent back to head office for re imaging.• Ensuring all incidents are closed within target SLA's and users updated a daily basis• Escalating more complex incidents to the 3rd line support team• Remotely configuring computer with the Kaseya client• Creating and configuring user accounts in AD (Server 2008 R2), Kaseya and Kaspersky NetAgent• Ensuring users are able to access their personal desktops via Citrix v2.1 and v3• Assisting users/managers with tablet/projector configuration• Re imaging laptops/desktops following a checklist using Symantec Ghostcast server• Diagnosing and replacing faulty components in a wide variety of Dell desktops and latops• Liaising with third party companies to arrange hardware disposal

Whilst working at the Intech Centre I carried out a number of different roles. These include:IT Technician:• Diagnosing and resolving any hardware software related issues on computer/laptop/networks assets at the centre• Carrying out repairs on computer/laptop issues from walk in customers along with existing clients with over 95% success rate.IT Tutor:• ECDL Extra/PTLLS level 4 certified IT Tutor assisting learners with the ECDL level 1/2 IT courses• Checking and marking assignments• Identifying eligibility requirements and collecting required documentation• Writing monthly progress reviews and entering the support provided onto the online VLE• Keeping an accurate log of support provided to learners via tutor supports uploaded to the LearnDirect online VLE Home Office approved - Life in the UK test supervisor:• Validation of candidate documents in line with Home Office guidelines• Supervision of candidates both personally and via Home Office CCTV cameras Other general admin duties as and when required

• PC deployment and installation/de-racking of business critical network assets at client or partner sites following a script.