Jonathan Williams Email & Phone Number

Swansea, Wales, United Kingdom

Troubleshooting issues on site and across 3 other sites remotely via teamviewerUsing Azure portal to administrate profiles and group policiesUtilizing Intune for Endpoint management across Windows, Android and apple devicesNetwork PatchingAsset Management for the Swansea SiteDesk setupsAssisting the IT Service Desk when it is busyO365 Admin dutiesOn call support duties on a Rota basis after 5pm and on weekends

Cardiff, Wales, United Kingdom

Taking ownership of technical tickets on the service deskWorking under an ITIL frameworkWorking with 2nd line teams to reduce escalated tickets by providing real time feedbackActively check agent’s tickets and assist when requiredWork closely with SD team leader to improve processesIncreased responsibilities with asset management and laptop buildsEquipment Procurement Use of remote deployment tools (Desktop Central)Increased usage of endpoint management tools

Cardiff, Wales, United Kingdom

Dealing with day to day running of the IT service deskLiaising with 2nd and 3rd line colleagues to resolve user issuesUsing Active Directory to add users and process leavers and manage group permissionsO365 Admin – adding and removing licenses, general exchange dutiesManaging the service desk ticket queue and prioritizing workload and resolving user issues either hands on or remotely across multiple sites.Comfortable with accessing Servers to carry out general Admin duties over multiple domainsAdministration duties on a single sign on enterprise system (Okta)Troubleshooting new software/systems implemented across multiple lines of business and creating troubleshooting documentsManaging Server access and Updating softwareSharepoint Admin tasks – Creation of sites, user permission

Swansea, Wales, United Kingdom

Dealing with CEO complaints regarding high end customer issuesAddressing day to day Network issues on the Virgin Media NetworkTaking ownership of single customer Network Issues, monitoring the tickets from raised to closed.Advising front-line colleagues on how to resolve customer issuesOversaw call Centre employees to ensure customer satisfaction goals were consistently met i.e. floor walking new agents to the departmentEffective time management of working tickets on any given dayResponsible for logging into to TDM telephony exchanges to identify network issues and amend feature issues via putty interfaceLogging into CMTS to identify possible WAN IP leasing issues or varied types of connectivity issues