Joseph N. Email & Phone Number

United Kingdom

• Co-managed the cloud-based IT Helpdesk with the IT & E-Commerce Manager.• Maintained and administered the on-premises domain, Microsoft 365 deployment, Hyper-V based hosts, backups (MSP360 Backup) and VoIP system (Mitel).• Maintained embedded machinery software and e-commerce systems.• Procured reconditioned servers and laptops for lifecycle projects and other required purchases.• Migrated 3rd party managed gateway VPN to an in-house 2FA solution.• Deployed ESET Endpoint/Server Security to 70 workstations and laptops, as well as Remote Desktop Services for home workers.• Rolled out hardware refresh upgrades to all workstations and laptops.

Melton Mowbray

• Valued member of the EMEA IT team, supporting multiple UK sites and international locations in Europe and Dubai.• Monitored and resolved IT Helpdesk tickets, following ITIL practices for hardware, software, VoIP, infrastructure, CCTV and event issues.• Administered Microsoft 365 (Office and Azure AD) company-wide, and implemented WSUS for cross-domain use.• Provided technical advice to event professionals and assisted with on-site IT implementation, including custom Linux AV server builds.• Managed and maintained virtual Windows 10, Windows Server, macOS, VMware vSphere, and XCP-NG instances.

Nottingham

• Worked in a small team of four technicians and a team leader, resolving multi-tier issues.• Resolved issues for Hyper-V 2012 R2, VMware ESXi, Windows Server 2008 R2 to 2016, macOS Server, and CentOS platforms.• Handled Office 365 tasks, including user configuration, Exchange Online, licence renewal, and backups (Veeam Backup & Replication).• Resolved hardware faults for laptops, desktops, and servers in a break/fix environment, and attended site visits.• Managed warranty agreements and replacement items for faulty hardware, and informed customers about charges based on level of support contract.

Nottingham, England, United Kingdom

• Worked in a large team with one manager and eight technicians, resolving multi-tier issues, updating documentation, and maintaining customer relations.• Administered and troubleshot ESXi and Hyper-V hypervisors, performing tasks like VM migration and scheduled maintenance.• Managed Windows Server 2008 R2, SBS 2011, 2012 R2, and CentOS Linux, handling profile configuration, Windows Update, and RD.• Administered and troubleshot Office 365, including user and mailbox creation, Active Directory synchronization, and Exchange mail flow.• Managed server-side systems like Sophos Endpoint Antivirus, Symantec Backup Exec, Windows Server Backup, and AD Domain Services.• Remotely configured network hardware for small to medium-sized businesses (subnet/VLAN allocation, DHCP, xDSL configuration).• Liaised with internal departments and external third parties, adapting customer interactions based on technical ability.

Grantham

• Provided level 1 and 2 support for the company-wide IS service desk following ITIL framework, communicating with a diverse range of employees.• Supported nine geographically separate sites across Great Britain and Northern Ireland.• Collaborated with fellow analysts and IS Site Lead on hardware, software, scripting, and infrastructure issues.• Assisted with the Connected People project, deploying Office 365/2016, OneDrive for Business, and configuring mobile phones and laptops.• Troubleshot and resolved system issues for industrial embedded weighing and labelling factory systems.

Lincolnshire

• Managed and resolved helpdesk requests for 700+ employees at a multi-tier level, including Verifone customer EFTPOS transaction reports.• Coordinated with third-party providers for configuration and troubleshooting.• Conducted scheduled maintenance tasks, including service pack installation, Group Policy, DHCP, DNS, CCTV, and switch management.• Maintained and deployed workstation and laptop system images, file server and Oracle database backups.• Created and maintained Standard Operating Procedure documentation, and maintained MSSQL merchandising reports.• Developed a network backup solution for a legacy IBM AIX-based EPoS system, and assisted in the installation of a cloud-based EPoS RMS.• Scheduled product promotions for 100+ till points across all merchandise levels.

Lincoln

• Managed a comprehensive schedule for a large-scale, customer-facing digital signage system across 150 sites.• Implemented user-friendly OS recovery systems (Windows and Linux) for a software development project.• Resolved service requests, involving software/hardware troubleshooting, MSSQL troubleshooting, customer relations and device RMAs.• Provided support to high-profile business customers like Network Rail and Royal Mail whilst liaising with the software development team.• Managed vital physical and virtual client/server images for test and production environments, and built, tested, and configured client/server systems.• Assisted on-site engineers with advanced configuration, network OS deployment, and troubleshooting.

Lincoln

• Diagnosed LAS IT helpdesk service requests, supporting administrative, management, training, and healthcare employees.• Managed automated system images for segmented administrative and dispatch networks.