Helping to provide tailored and bespoke messaging and communications services. Responding to customer support/customer queries regarding any issues or needs to do with online accounts, pagers, two-way pagers, smartphone apps or any other services we provideMonitoring systems and effectively responding to maintain services as part of a dedicated technical teamPre-release testing of web features/fixes as well as app testing for various smartphone platformsOnline Accounts• Amending branding (XML)• Adding/Removing services• Making database changes and running SQL queriesPagers• Administration using Novell ConsoleOne2Way Responder Pager• Setting up new orders• Amendments/Replacements/Cancellations• SQL Database and ConsoleOne AdministrationSmart Apps (iOS, Android, Windows)• Setting up new orders• Amendments/Cancellations• SQL Database administrationHelping customers to connect to services via various API’s• SOAP/XML• REST• SMPP• SMTP• SNPPOut-of-hours On-Call Support• Taking calls 24/7 from the Bureau or from customers directly• Dealing with Systems Alarms (Web/Paging/Database/Telephony Servers)• Dealing with any system/Network Connectivity issue• All dealt with promptly and escalated when necessaryTesting (Web and Software)• Pre-Release full function testing of web services• Software testing for iOS, Android and Windows apps

Working on-site, remotely and off-site to assist in the effective day to day running of the IT services, maintaining software, hardware and networks, dealing directly with users and troubleshooting a wide range of technical support queriesAssisted in all facilities coordination responsibilitiesDuties/Responsibilities: • Installing and configuring computer systems (Windows XP) • Monitoring and maintaining computer systems and networks• Training clients and staff on new procedures and programs, either face to face, over the telephone or via remote desktop.• Troubleshooting system and network problems (e.g. TCP/IP; LAN/WAN)• Diagnosing and solving hardware/software faults• Finding solutions to problems and logging issues within an internal helpdesk.• Replacing parts as required via IT supplier.• Providing support (including procedural) and relevant documentation• Following diagrams and written instructions to repair a fault or set up a system• Running network applications to support systems and users (e.g. Cape Pack 2.09; Symantec Norton Anti-Virus; Seagull Scientific Bartender 9; Symantec Backup Exec 10) • Installing and supporting desktop applications (e.g. Microsoft Office 2003; various Adobe applications including Creative Suite 3; Symantec Anti-Virus; Fiberlink E360 and Cisco VPN) • Working continuously on a task until completion (or referral to third parties, if appropriate)• Prioritizing and managing several open cases at one time• Rapidly establishing a good working relationship with other professionals (e.g. contract businesses) in order to make necessary repairs• Blackberry support• Overseas travel to Germany branch for I.T. setup