I am working as a 2/3rd line engineer, I am assisting with multiple different companies and ensuring that this their users issues are resolved in a timely fashion, I assist with maintaining of servers and helping with users with more difficult issues that my colleague isn't able to resolve.I also ensure that backups are maintained and helping with server changes such as GPOs or OU changesIn one of my busiest months as of the time of writing this, I have the following SLA times; Out of 527 tickets that I dealt with alone my on time resolution was 100% with a first contact solution was 60% (319) my average first response time was 4 minutes and 44 seconds

When working with this company I was a 1st line engineer and worked with a law company, we would get roughly 250-300 calls per day with a team of 5/6 people, as stated I would be the first point of call and try to resolve any issues the users this would relate to fixing specialized software or any issues with their operating system or other software

I worked at Forest bridge school as an apprentice, it was a fun job specially when I got to interact with the students and could have a laugh and a joke with them.I mainly worked a 1st line job assisting teachers/students with any issues they would have such as password resets or creating accounts on AD. I also assisted with basic work around the school such as assisting the janitor clean the grounds when the service desk was not busy

I joined QA through the Cisco traineeship program which allowed me to grow my knowledge on the IT sector and understanding all the different departments in Cisco and understanding what type of job role I would like to be apart of, I also was able to speak to the managers and CEO of the British side of the company to understand there job roles and get a day in the life of them and seeing what they do