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IT Deskside SupportArdonagh PLC, Norwich, Norfolk● Closely collaborated with project members to identify and quickly address problems.● Created full-fledged implementation plans, accounting for ROI, cost-benefit and other analyses.● Performed detailed assessments of risks to determine constraints and develop mitigation strategies for working from home.● Oversaw daily performance of computer systems and immediately responded to any issues to keep end users up and running while working from home.● Daily reporting of statistics and number of compliant computers.● Manage and efficiently run computer systems on the network to keep the business operational.● Daily reporting on systems including existing problems and time frames for solutions, ROI on services used by the company.● Running Windows Server 2012 R2 Active Directory and DNS Servers.● Automation of existing systems to streamline other departments & make the company run more efficiently.● Facilitated best user experience through continuous support, training classes, webinars, improvements and communication of system changes.● Liaise effectively with others to promote on-going network design, reevaluation and optimisation that scaled with company growth due to the changes from working from home.● Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.

Watts Marketing Ltd, Norwich, Norfolk● Closely collaborated with project members to identify and quickly address problems.● Created full-fledged implementation plans, accounting for ROI, cost-benefit and other analyses.● Performed detailed assessments of risks to determine constraints and develop mitigation strategies.● Oversaw daily performance of computer systems and immediately respond to any issues to keep the network up and running.● Development of API's and custom reports to integrate multiple platforms reporting systems together.● Manage and efficiently run computer systems on the network to keep the business operational.● Management of email clients & IMAP email servers on a hosted cPanel.● Managing the cloud hosted solutions, including cPanel, Cloudflare, Sendgrid, Twilio SMS.● Daily reporting on systems including existing problems and time frames for solutions, ROI on services used by the company.● Running Windows Server 2012 R2 Active Directory and DNS Servers.● Automation of existing systems to streamline other departments & make the company run more efficiently.

● Read blueprints and schematics to correctly place equipment.● Installed and configured new devices and system components.● Worked closely with network administrators and server engineers to ensure quality service.● Coordinated installation of all new users and relocations of existing users.● Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.● Set up networks and computers for business and residential customers.● Planned layouts and ran cable into buildings and through walls, attics and crawl spaces.● Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP and CTI applications.● Researched and recommended network and data communications hardware and software.

● Maintained security of organization's IT database by updating security protocols and performing backups.● Ran quality checks on programs to guarantee optimal and efficient performance.● Created and maintained documentation for support and installation of new and existing systems.● Created scripts and batch services to run network, server and desktop routines.● Installed and configured IT systems, including local area networks and wide area networks.● Prepared new laptops and desktops for deployment by installing proper software and operating systems.● Oversaw development and maintenance of organization computer systems and intranet.● Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.● Installed, configured, tested and maintained operating systems, application software and system management tools.● Resolved issues related to operational components for Local Area Networks, Wide Area Networks and voice systems.● Built and maintained network infrastructure consisting of Windows, Linux and virtual products.

● Broke down and evaluated user problems using test scripts, personal expertise and probing questions.● Documented all transactions and support interactions in system for future reference and addition to knowledge base.● Explained technical information in clear terms to non-technical individuals to promote better understanding.● Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.● Removed malware, ransomware and other threats from laptops and desktop systems.● Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.● Configured hardware, devices and software to set up work stations for employees.● Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.● Engaged end users and answered questions via email, phone.● Removed and replaced malfunctioning components to correct hardware problems.● Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.