Harrison-Lloyd Craigie Email & Phone Number

Bournemouth, England, Gb

Bournemouth, England, United Kingdom

Bournemouth

Southampton, United Kingdom

 TUPE Transfer from for HP-CDS to CSC due to company restructures now working on Global IT Services for CSC on the SELEX ES account. Now supporting 71579 users Managing user profiles using Appsense including software Supporting Blackberry users using blackberry administrator service. Project work - Supporting end users through a migration from one Domain to a new domain Project work - Acting as a central point for the old AD domain and users of that AD domain Project work – working on the team dealing with geographical migration of IT equipment from one site to another Providing 2nd line remote support using Dameware and bomgar across both domains Supporting Windows XP, and windows 7 users using office 2003 to office 2010 Actively monitor and respond to Mcafee ePo Security Alerts Troubleshooting and configuring end users lotus notes Working in a ITIL environment Tracing and chasing Infections detected on the network (Client Side) by McAfee using the ePo 4.6.4 dashboard

 Deploying images using PE\PXE BOOT\Ghost Symantec\ Hardware break/fix and implementation.  AD Admin duties Create \ Amend \ Delete users, resetting passwords, adding users to group etc, keeping within naming convention policy documentation.  Asset tagging of new equipment and updating the Asset Register. Ghosting Laptops \ PCs and then added machines to the domain Moves and Changes, including patching at the switch Installing bespoke software. Actively monitor and respond to Mcafee ePo Security Alerts Working in a SLA environment Tracing and chasing Infections detected on the network (Client Side) by McAfee using the ePo 4.6.4 dashboardt

 Working for HP-CDS IT Services on a customer account.  Actively monitor and respond to Mcafee ePo Security Alerts 3 person Service Desk with a 95% break fix rate, supporting Over 1000 Users Working in a SLA environment Providing 2nd line remote support using Dameware Supporting Windows XP, Windows 2000 and windows 7 Tracing and chasing Infections detected on the network (Client Side) by McAfee using the ePo 4.6.4 dashboard Moves and changes including patching at the COMMS cabinet Installing bespoke software. Active Directory Admin duties, resetting passwords, shared area access etc Performing administrative duties using RDP connection (i.e. NTFS Folder permissions, Profile issues) Troubleshooting and configuring end users lotus notes Re-Building Roaming Profiles. And creating new roaming profiles (inc’ .v2 profiles) 1st line troubleshooting of printer faults. An understanding of Windows server 2003 including DCPROMO group policies DNS DHCP and TCP/IP(V4) using an management approved test rig Hardware break/fix and implementation.  Deploying images using PE\PXE BOOT\Ghost Symantec\

 Identifies difference between internal and external customers Has positive approach to dealing with customers Understands and is able to meet requirements to be flexible in approach to both customer / location / hours of work and approach to problem fixes Can articulate when and where a flexible approach may be required. Is articulate in both written and verbal communication Taking ownership of raised faults and managing own workload  Using active directory for administrative tasks and request fulfilment’s on a customer domain Monitoring the Help Desk call queue and am logging \ updating \ escalating and closing calls using RMS Help Desk Package.

Norwich, United Kingdom

Working on a busy Telephony service desk supporting a variety of users Raising faults using the Remedy help desk application Taking ownership of raised faults and managing own workload  Liaising with Third Parties to assure faults resolved Troubleshooting telephony faults over the phone with the customer (1st line support) Keeping customer updated as to the Status of there raised fault. Working to personal deadlines and company service level agreements  Deferring, escalating, accepting, pending and closing tickets as necessary. Taking part in regular training sessions to keep up to date with process changes, Using active directory for administrative tasks and request fulfilment’s on a customer domain Managing Team work pool when required Part of the support team responsible for a major role in the re-branding of Norwich union to Aviva

London, United Kingdom

 Working in a pressurised environment for Ramesys E-Business Services Limited working on their client site at Haringey Sixth Form Centre.  Monitoring the Servicelink Help Desk call queue and am logging \ updating \ escalating and closing calls using Servicelink Help Desk Package.  Dealing with support calls via desk visits. AD Admin duties Create \ Amend \ Delete users, resetting passwords, adding users to group etc, keeping within naming convention policy documentation.  Exchange 2007 Create email accounts and set up forwarding email accounts. Asset tagging of new equipment and updating the Asset Register. Printer setups. Ghosting Laptops \ PCs and then added machines to the domain. Wireless configuration of the newly ghosted laptops added wireless settings and adding the root certificates on the laptops.  Image the Wyse Thin Clients, using Wyse Device Manager. Created a new backup job and documented an offsite tape library process. Installing bespoke software. Moves and Changes, including patching at the switch and troubleshooting VLAN issues by using Cisco Administrator. Prepared a new 15 store laptop trolley (ghosting, making network ready) and deployed it to a department.