Jim Gilbert Email & Phone Number

London, Gb

London, Gb

Wimbledon

• Part of a team of 4 IT Systems Support engineers providing 1st, 2nd and some 3rd line support via phone, email, remote desktop and face to face, supporting over 900 users across London and the south east adhering to set SLA’s• Building PC’s, Laptops and Servers with Windows 7 and windows Server 2008 using FrontRange Heat DSM deployment and management software• Installing and configuring and patching in all types of hardware across the various network sites including PC,s Laptops, Servers printers, VoiP phones, wireless routers, Cisco routers and switches• Driving to over 60 office sites and home users across London and the south east to perform hardware and software installs• Setting up new user accounts and new hardware configurations for Blackberry’s , iPhones and iPads• Installing and monitoring user security software Kaspersky and running virus scans and updates• Monitoring spam email, email archive, email tracking, and blocking and unblocking email addresses and domains using email archive software Mimecast• Using Web filtering software Websense/ForcePoint to block or allow website access for departments or single users• Assisting the IT Systems Manager maintaining the existing IT systems and network carrying out preliminary technical investigations and troubleshooting any issues• Escalating incidents to 3rd party service providers and suppliers liaising with their support teams and account managers• Responsible for the successful management and conclusion of all calls and incidents relating to the front end desktop operating systems applications and hardware• Logging all incidents and requests using service desk management software• Writing new and updating existing technical manuals, user guides and processes maintaining the team knowledge base• Liaising with external suppliers to purchase new equipment and to arrange repairs and maintenance to the network infrastructure and IT hardware getting several quotes to ensure the best price

Wimbledon

• Part of a two man team of IT Helpdesk Analysts handling up to 120 calls per day within an IT department of 10• Logging calls and emails using the service desk software Heat, supporting over 900 users across London and the South East for both office staff and home workers providing 1st and some 2nd Line support• Escalating calls to the appropriate technical support teams• Creating new Active Directory and Microsoft Exchange user accounts and resetting passwords• Adding and configuring network printers for users and troubleshooting any issues• Troubleshooting and fixing Microsoft Office and Windows 7 problems• Installing software across the network for individual users• Writing new and updating user guides

Part of a team of 3 Service Desk Analysts handling up to 100 calls per dayLogging calls and emails on an ITIL based service desk ICCM system, supporting over 2000 users across the UKEscalating calls to the appropriate technical support teamsUnlocking Active Directory domain accounts and resetting passwords

London, United Kingdom

Troubleshooting networks for MacBook Pro and Power Mac G5 models, printers and scannersInstalling and upgrading software such as Adobe Creative Suite, Corel Draw, Maya and Microsoft OfficeProducing artwork in a fast paced studio for up to 37 clients to meet tight deadlinesCommunicating with clients, colleagues and suppliers via phone, email and face to faceWorking with a team, ensuring projects were completed on time which required excellent teamwork skills

Communicating with up to 10 clients per day and other departments via face to face, phone and emailTroubleshooting and providing solutions to design issues, requiring excellent analytical skillsWorking on multiple projects simultaneously, developing exceptional organisational skillsWorking within a team of 4 designers, dividing the workload evenly to ensure deadlines were met

Responsible for organising the promotional work which involved using software such as DayliteAnswering all internal and external queries via phone and email from suppliers and staffWorking within a team of 4 designers to complete projects, requiring excellent teamwork skillsManaging a network of 7 Macs including MacBook Pros, G5s, printers and scannersInstalling software such as Adobe Creative Suite and Microsoft Office, setting up email and adding accounts to Exchange Server, troubleshooting and escalating problems when necessary to an external Mac support company

Communicating with up to 10 clients per day and other departments via face to face, phone and emailTroubleshooting and providing solutions to design issues, requiring excellent analytical skillsWorking on multiple projects simultaneously, developing exceptional organisational skillsWorking within a team of 4 designers, dividing the workload evenly to ensure deadlines were met

Supporting up to 100 users on a dual format network via phone, email and face to face, documenting each enquiryRebuilding Macs an PC’s for new users, adding them to Active Directory and Exchange ServerInstalling, updating and troubleshooting Adobe Creative Suite, Quark Express, Extensis Suitcase and Microsoft OfficeMonitoring emails for spam and viruses using the Mail Sweeper applicationWorking within a team of 4 to administer and maintain the IT network, requiring excellent team work skills

Itil Foundation

Network Professional Programme, Information Technology

• CompTIA A+ Essentials • CompTIA A+ IT Technician • MCTS Windows 7 • MCTS Windows Server 2008 • Cisco CCNA

Hnd, Design, Advertising