Working in the 3rd line support team providing technical support to the firm for all technologies in the estate.Resolving issues on a range of services and applications including Microsoft products (Windows Server, Exchange, SQL server, SharePoint server), iManage Case Management and BigHand Dictation.Taking on responsibility for support tickets escalated from the 1st and 2nd line teams.Help the 1st line and 2nd line teams with any queries, questions or issues raised.Monitor and maintain the Penningtons Infrastructure including all Windows Servers from 2008-2016, VMWare private cloud site, Hyper-V office sites, Exchange services and Backup & Storage services.Work with the Technical Solutions team on projects collaborating knowledge between us for well-planned out solutions and project implementation.Migration from Exchange 2010 to Exchange 2016.Hyper-V Server 2016 upgrade from 2008R2/2012.DPM 2012 to DPM 2016 upgrade.General upgrades & improvements replacing out of support products and providing better processes and visibility of the IT Infrastructure.

Administrator of systems & infrastructure for all Clarkslegal LLP IT services. Responsible for infrastructure delivery, project implementation and monitoring of services.Working with the business to improve services and deliver what the company needs in changing times.Server virtualisation implementation - Hyper-VWindows Server installations and upgradesDesktop operating system image deliveryOffice 365 implementationExchange AdministrationBackups AdministrationSharePoint AdministrationTCP/IP networkingWindows 7 & Windows 10 Support & deliveryMTA - Windows Server Administration certificateLooking to continue my career and learning path, studying for MCSA qualifications.

Working within a team of 4 taking 1st line calls and training users• Provide a fast, reliable and excellent support service answering queries to people over the phone, by email, by using our Helpdesk system and/or visiting on site.• Investigate problems with the Office 2000/2007 package helping people with formatting and crashing problems.• Maintain & support print services including hardware maintenance, consumable orders and server administration including installing new printers on print servers.• Support the telecom and network systems using the Mitel VOIP technologies including phone setup, server maintenance and LAN/wireless connections• Maintain the internal Case Management system setting up and maintaining document templates.• Provide training to all people in the firm including new joiners making sure they are able to use the services and products that we provide.• In this time, I supported & helped carry out the roll out of Office 2007 and Windows 7 to the firm upgrading from Office 2000 and Windows XP.

This role included working as part of a team of 15 support analysts on an IT Service Desk. • This role entailed answering IT support queries over the telephone and processing calls through a call logging database called Assyst, providing first line support to internal customers and passing onto second line support where applicable. • Tracking calls through the support management database, making sure internal customers were kept up to date with progress through to completion. Also receiving email requests, ensuring these requests were processed quickly and efficiently through change request processes.• I also had responsibility for the email security system called GSI in which I released work related emails as requested, when they had been blocked from a user’s mailbox to stop harmful emails reaching the system. I investigated whether they were business related and also reporting unsuitable emails to security. • Resetting passwords and set distribution list access when requested using a customised program connected to Exchange & Active Directory.• Setting up new starters when requested on several different bespoke systems.