Managing client inquiries via phone and email, addressing both initial and follow-up questions and concerns at the first and second support levels.• Procurement of IT hardware for clients and managing inventories.• Citrix Administration – skilled in monitoring and managing virtual desktop and application environments, ensuring optimal performance, troubleshooting issues, and providing efficient end-user support for a seamless Citrix experience.• Deploying iOS devices for users, managing user devices via Azure/ Intune.• Accountable for creating documentation for new procedures and establishing standardized processes for dissemination among IT personnel.• Tasked with routinely maintaining COMMS room devices to ensure they operate at peak performance.• Avaya administration – maintaining users, telephony features, hunt groups and switchboards.• Packaging – PDQ Deploy, including software deployment, patch management and system configuration.• WSUS – working knowledge of WSUS, managing Windows updates centrally, ensuring patch compliance, and enhancing system security for efficient network maintenance.

-Provide 1st line telephone support for internal and external clients.-Using Active Directory to unlock users account and view permissions on the user account.-Facilitating technical integrations between key stakeholders.-Closely working with IT Incident problem management team to create reports on trends of problem/issues and create problem record on Service Now-Responds to users via phone, email and with ITSM (Service Now).-Troubleshoot issues via remote support using Citrix Director.-Providing support to hardware issues on WYSE terminals and Thin PC’s. -Creating documentation on process and procedures.

-Training users and new staff to use computer programs and system.-Served as first point person for troubleshooting.-Perform routine upgrades on existing systems-Answering user’s questions and general enquiries.-Implementing hardware and software testing procedures.-Creating E-mail domains on hosted Exchange server.-Creating users on Active Directory with correct permission.-Dealing with leaver tasks ensuring all accesses disabled. -Keeping inventory, maintaining documentation of installations and upgrades.-Providing desktop and remote support for users at the firm.-Liaising with network engineers to find solutions in a timely and effective manner. -Responsible for installing, configuring and upgrading computer systems.-Dealing with network and internet connectivity issues.-Responsible for finding, negotiating and arrange purchasing for hardware and software.