Jacob Scaife Email & Phone Number

Sunderland, England, United Kingdom

In my current role, I provide comprehensive support for the corporate computing environment, covering hardware, software, and mobile devices. I offer on-site ICT support to Sunderland City Council sites, procure necessary hardware and software, and actively develop and maintain ICT processes and documentation. My responsibilities include immediate on-site support for the new City Hall, managing network and application user access, maintaining records in the ICT Service Management database, and efficiently handling service requests from capture to resolution, adhering to quality standards and documented processes.

Durham, England, United Kingdom

Managed the configuration, deployment, and maintenance of IT hardware assets, including hardware upgrades, repairs, troubleshooting, and fault-finding. Oversaw procurement and stock control of IT hardware, ensuring accurate asset tracking information. Cultivated and maintained relationships with external suppliers and partners, collaborating with them and colleagues to coordinate the delivery of IT hardware projects. Developed and maintained technical documentation, policies, and procedures. Ensured the accurate and timely resolution of service requests in accordance with SLAs.

Offered extensive IT support to diverse entities such as branches, smaller travel agents, homeworkers, and premier staff. My responsibilities included network and hardware support, aiding with COVID contracts for Public Health England, Windows support, email administration, software support, on-site IT support, browser support, managed antivirus, Active Directory management, DHCP, DNS, IPV4, Group Policy, monitoring, and resolving issues within agreed SLAs. I also handled the deployment and imaging processes using Symantec Ghost/VEEAM/Macrium, provided support for VOIP telephony, and addressed general IT queries.

Sunderland, United Kingdom

Attained Distinction in Level 3 IT Infrastructure Apprenticeship (City & Guilds) and gained hands-on experience in both Helpdesk and Technical Support, fulfilling the role of an IT Technician.

Sunderland, England, United Kingdom

Provided exceptional customer service and surpassed challenging targets. Collaborated with the technical team to troubleshoot hardware/software issues for display stock and addressed customer complaints. Organized software updates and performed maintenance on various hardware, including branch and display computers and printers. Offered customer support on broadband, explaining different types, routers, and home networking. Delivered customer-centric advice on relevant products and services, organized installations of new home broadband packages, and maximized sales by leveraging independent research on evolving consumer technology.