Keneil Wright Email & Phone Number

• Accurately record and maintain call management system records, logging calls, assigning priorities and technicians while keeping users informed of the progress of their incidents/requests.• Supporting external users professionally and efficiently via Phone or Remote Support, using LogMeIn and RDP.• Supporting up to 350 users across 11 different locations worldwide on Windows 7/8 and Server 08/12 environments, troubleshooting user accounts, group policies and permissions and bespoke software, monitoring and troubleshooting backups with Symantec Backup Exec.

London, United Kingdom

• Providing friendly and professional customer service at all times, ensuring SLA targets are maintained through proactive management of individual and team calls, escalations and workarounds, within a strict SLA and ITIL environment.• Accurately record and maintain call management system records, logging calls, assigning priorities and technicians while keeping users informed of the progress of their incidents/requests.• Supporting external users/field technicians/3rd party suppliers professionally and efficiently via Phone or Remote Support, using RDP (Windows), Rescue Desk, VNC and Symantec pcAnywhere, to ensure user satisfaction.• Supporting up to 5000 users across 80 different locations in the UK on Windows 2000/XP and Server 03/08 environments, troubleshooting user accounts and permissions using Active Directory and bespoke software, monitoring and troubleshooting backups with Symantec Backup Exec.

London

• Logging incident/request calls, assigning priority and technicians, taking on additional workload providing 2nd line troubleshooting or workarounds and escalation, providing feedback to users to ensure SLAs are met, within an ITIL environment.• Professionally and efficiently supporting up to 3000 users, within Windows XP/7, Server 2003 and Citrix environments via remote support (Teamviewer/VNC/Windows RDP), face to face, phone or email.• Troubleshooting bespoke software, MS Office 03-10, Exchange 2010, Users Accounts/Permissions and shared folders (Active Directory), Kaspersky Anti-Virus, Citrix, HP Desktop/Laptops, Blackberry, Network patching, IP Phones (NEC), VPNs, Image Deployment (Clonezilla/HP), Printer connectivity (HP/Xerox), basic network and server support.• Carrying out daily administration procedures, recording accurate details of software and hardware assets, providing end user training and rolling out new hardware and software.

London, United Kingdom

• Logging calls, remote support using VMWare 3.5, Hyper V, ESX Server, troubleshooting hardware/software such as Ms Outlook/Office 03, McAfee Virus Scan, dual monitors, Wyse S10 Terminals and user accounts.• Diplomatically dealing with frustrated customers while remaining professional at all times.• Informing clients about the progress of their IT related issue via phone or email.• Working within a team of 4 developing excellent flexibility, adaptability and teamwork skill, taking additional responsibilities, setting up new workstations with computers and network connections.

London, United Kingdom

• Troubleshooting application compatibility and Active Directory to configure user accounts, in a team of 3 sharing workload, within a Windows XP and Server 2003 environments.• Developed my communication and interpersonal skills by explaining complex information clearly to students aged 11-16 and teachers, to provide excellent customer service.• Adapting to assist teachers and students with training and preparation at short notice.

London, United Kingdom

• Working within a team of 3 configuring, installing and maintaining hardware such as memory, hard drives, NIC and PSU, creating images using Symantec Ghost Solution Suite 1.0, developing exceptional troubleshooting and problem solving skills to diagnosis memory and monitor issues• Developing my time management and organisational skills, by monitoring hardware stock levels such as memory, monitors and hard drives, improving my written communication skills.

Btec National Diploma, Information Technology, Distinction

Gnvq, Information Technology, Pass

Btec First Certificate, Information Technology, Pass