Mark Waller Email & Phone Number

Hull, England, United Kingdom

Kent, England, United Kingdom

Contract fulfilled.Second Line ICT Support Engineer in a remote based team, providing remote ICT support for Cantium Business Solutions, Kent County Council and The Education People for Kent schools covering corporate, public and education sectors.Main duties were to pick up and resolve a range of tickets within SLA providing excellent customer service.Tickets were a selection of faults and requests including but not limited to VPN, O365, Teams, Windows 10 operating system, profile rebuilds, requests for advice and software installations. Being able to follow standardised procedures and share new information with the team. A large part of my role specifically was to clear the backlog of tickets in date order and to monitor for any tickets due to breach SLA to prevent further breaches which I fulfilled within agreed timescales closing 690 tickets in 5 months. I achieved great success in this role utilizing my skills and experience to troubleshoot and resolve incidents and share my findings and documentation with the team

Hull, England, United Kingdom

Contract fulfilledProviding day-to-day IT tech support for schools based in Hull. Assisted the senior engineer with daily IT tasks. Tasks included turning around the ICT systems to a professional standard with great degrees of success and satisfaction.Diagnosis, trouble-shoot and perform resolutions of all IT issues from 1st-3rd line level support, while engaging with IT end users within schools, including staff, students and head teachers, as well as heads of the trusts and other professional bodies. The support for IT included all Desktop PCs, laptops, tablet and mobile devices, Printers, Scanners, electronic whiteboards, catering tills and chip and pin and peripherals, all on a CC4 network.Building, updating and imaging new devices. Supporting all network switches, including VLAN configurations, panels and access points for the wireless. Performed off site backups on tape.Accessing and using servers running Windows Server 2008/2012/2016 was a daily requirement.Reconfiguring image builds and then rebuilding devices for all students and staff to access the school network from home using VNC.Performing operating System migration and software migration using admin consoles such as RMMC and MSCCM.Upgrading of the chip and PIN and Tills system at my recommendation.Using remote software, DATTO, to provide remote support to all users and devices used at home during the pandemic.Installing digital touchscreen whiteboards to replace the old smart boards

Grimsby

The primary purpose of the job is to support the achievement of corporate objectives by optimising the use of technology across the Council. Respond effectively to changing business needs and provide an expert ICT service.To provide ICT desktop support to the Council as a whole as well as individual services and functions with the purpose of making the Council better able to achieve its aims and objectives.To assist with the provision of an ICT desktop support service.To provide full technological knowledge of current I.T practices on a desktop support level, including expert knowledge in current Operating Systems and Office packages used within the council.Providing support for hardware and software as well as network and peripheral support is a major role.Making sure ICT documentation is maintained and provided for on SCCM.Answering queries and provide accurate advice to managers, supervisors and employees within set timescales.Assist in the development of new ICT systems, processes and procedures including undertaking research.Maintain relationships with internal and external ICT customers of ICT services, as well as liaising with management of all levels.Participate in ICT discussions and ensure that ICT services are developed in a manner which supports ICT customers.

Grimsby

To provide expert ICT support and running of all information systems within the college.This included hardware and software support. The setting up of networks from switch installation to the laying of the cabling itself. Peripheral support was also a requirement.Logging faults on the helpdesk was also a role.Up keeping and maintaining the Colleges Intranet site.

Portsmouth, United Kingdom

To manage a team of up to twenty people working on a 24/7 shift rota toensure the smooth running of IBM’S e-business architecture within EMEA which consists of supporting the Lotus Notes Mail, ADSM, database, Internet and Intranet servers.

Portsmouth, United Kingdom

To provide expert ICT support for the running of IBM’S e-business architecture within EMEA which consists of supporting the Lotus Notes Mail, ADSM, database, Internet and Intranet servers.Providing remote support for up to 17,000 devices which are monitored through Netfinity, OpenNet and Tivoli TME 10.

Grimsby

To ensure the smooth running of the HP MPE/IX system while supporting users and performing software and hardware upgrades.Providing P.C hardware and software support as well as network and peripheral support.