Lea L. Janciauskaite Email & Phone Number

London, England, United Kingdom

• Good knowledge of Cisco, O365, Active Directory, Azure, Windows & MAC OS.• IT project planning and execution, such as One Drive/Exchange/Intune migration.• Provided services to 1000 end-users, vendors, and customers.• Provided coaching, mentoring, goal setting, and performance guidance to the team. • Reviewed, approved, and managed financial decisions & requests. • Participated in training of employees on IT tools & services, optimizing end-user experience. • Ensured customer time-frames were met by Desktop Support Team.• Provided both first and second-line support for operating system issues.• Provided end-to-end management of all reported problems.• Managed suppliers, ISP contracts and software licenses. • Exceled at hardware and software troubleshooting.• Experienced with Service Desk tools such as Service Now & Jira.

London, United Kingdom

• Solid in supporting independently multiple offices in UK.• Configuring computer hardware OS Windows 10, InTune and OneDrive migration. • Imaging Mac OS Sierra, Mac OS High Sierra and other applications.• Working with Active Directory, DNS, DHCP, RDP, Print Management.• Microsoft Exchange, Office 365, Teams and InTune support.• Resolving issues with laptops, mobile devices, VOIP in a timely and efficient manner.• Supporting 300 + users in Google Apps, Gmail, Google Authentication.• SCCM deployment via PXE (Pre-boot Execution Environment).• Autodesk license maintenance and software support such as Maya, 3ds Max.• Adobe Creative Cloud product support such as Photoshop, InDesign, Lightroom.• Casper Suite and Jamf Pro installation for Apple hardware.• Unity 3D creation engine for gaming support and license volume troubleshooting.• Apple software and hardware repair and maintenance. • Video and Audio Conferencing support such as Life Size and Zoom. • Proficient with Jira (Atlassian) and Service Now ticketing systems. • Provide support, including procedural Confluence documentation.• Setting up new users' accounts and profiles in Active Directory.• Rapidly establishing a good working relationship with VIP and other professionals.• Communicate with vendors through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues.• Troubleshooting network problems and diagnosing and solving hardware or software faults.• Replacing PC and MAC parts as required.• Responding within agreed time limits to call-outs (SLA).• Prioritizing and managing multiple open cases at one time.• Testing and evaluating new technology.• Supporting roll-out of new applications.• Procurement of purchasing hardware, software and mobile device orders.

London, United Kingdom

• Provide 2nd, 3rd line support by telephone, email and internal ticketing system.• Desktop support for Windows and MAC OSX environment.• Work with (Service-Now, JIRA) to update and resolve incidents within SLA.• Support 600 users in Google Apps and Postini, Gmail and other applications.• Microsoft Exchange Server 2010/2013 and Outlook support.• Support end users in Windows Server 2003 / 2008 infrastructure.• Installation of (VMware) Virtual machines and deploying from Images.• Developing and maintaining documentation in a concise and organized manner.• Involved with Active Directory administration (GPO) group policy changes.• Configuring and administering MAC based devices (OS X Yosemite & iOS).• Configuring and administering cloud-based systems such as Office 365, Google.• Create and troubleshoot accounts in Lync and Skype for Business.• Setup Cisco Access Points within the premises, cabling, mounting, patching the switch.• Look after Video Conferencing Polycom Real Presence Group Series.• Create Modify and Delete VOIP phones in Cisco Call Manager.• Cisco Unity Unified Messaging Management and configurations.• Experience in Active Directory, DNS, DHCP, File & Print Server, FTP.• Resolve problems with the SAP (ERP, BI, and HR).• Troubleshoot Adobe Suite issues, | CS6, CS5.5, CS5.• Taking ownership of issues through to resolution.• Ensuring work is completed and delivered to a high standard.• Working solo, and/or as part of the team.• Involved with Infrastructure projects where appropriate.

Vancouver, Canada Area

• Troubleshoot 3000 users in the office and 10 000 volunteers in venues.• Provide support for POP, SMTP, IMAP E-mail creations and mobile configuration.• Create domain names and dealt with transfers and restore issues.• Setup, configuration and maintenance of user accounts on MS Exchange 2007.• Undertake initial diagnostics of the incident, using the tools available and resolve as many as possible.• Resolving or escalating threats to appropriate parties.• Log tickets using the Service Now system and dealt with the tickets within the given SLA.• Provide support remotely using Remote Desktop Connection, Team Viewer/Mobile & VNC.• Investigate, replicate or test problems and queries to resolve open tickets.• Answer all incoming calls to the Service Desk in a professional, confident and timely manner.• Liaise with suppliers to order desktops, laptops, toners and other peripherals.• Add/Change/remove users profiles in Active Directory.• Modify end user permissions on the file server.• Accurately record and classify all incoming incidents with the appropriate priority.• Cisco Call Manager and Unity Administration.• Acer/IBM business series desktop/laptop technical support.• End user support with MS Office 2003/2007/2010/2011/2013 (MAC).• Performed routine maintenance, installation, and troubleshooting of telephones, PCs, printers, and other peripheral equipment.