Just joined the IT help-desk team at City Holdings as a level 1 analyst on a short term contract. This means new challenges, new technologies, new procedures and new colleagues. The level 1 team comprises of six analysts, so it is a busy help-desk. The internal IT department provide support to all CityFM, City and CBES in the City Group and the help-desk is the first point of call for all staff with IT issues.

Working as an analyst on the help desk you provide first line support to all corporate, education and Cordia care staff. Customers contact the helpdesk via phone and email. Remedy On Demand is the helpdesk software that is used at AccessLLP to record all incidents, requests and manage service delivery. Support can be delivered to users verbally over the phone or by remotely accessing machines using SCCM and troubleshooting the issue. As an analyst, your main duties are those that I have listed below.• Receive and accurately record all contact made by customers to the service desk. • Provide initial assessments of all incidents; reported to the Service Desk making the first attempt at incident resolution• Refer to 2nd line support or correct resolver team if an incident requires more time to resolve. • Apply call ownership and incident management, keeping customers informed on status and progress.• Provide advice, guidance and assistance to customers.• Take responsibility for quality of own work and personal development to increase learning• Also, take collective responsibility for team’s workloadEssentially though you are the first person that the customer speaks to, to resolve a problem. You are just a small part of a much larger team. It is a requirement then that when speaking to the customer you get essential information that allows other members of the team do their job.

Northern Networking Events are a company based in East Kilbride that specialise in conferences. At Northern Networking Events, I learned a great deal on how a conference is prepared planned and delivered. In addition, I also supported and managed websites using WordPress. • Managed and developed ten websites using various content management systems• Supported a small network of approximately ten users. • Answered telephones• Attended team meetings

ICT officer had two broad roles firstly maintain and deliver the Associations IT strategy and secondly maintain and develop existing systems. Dunbritton required a complete overhaul of IT systems and equipment and the introduction of better processes to obtain and use information. Manage and Monitor Network Infrastructure• Monitor Daily Backups• Monitor Server Reports• Purchase, install and configure new PC’s• Update Asset Registers• Resolve phone system problems• Create and manage budgetsManage & Monitor Database Application • Manage backups and ensure working correctly• Ensure regular maintenance on Database Application Provide Reporting Services Solution• Review existing reporting processes using Excel • Install SQL Server Reporting Services• Create reports using Reporting ServicesEffective Team Working• Present reports at team meetings• Create training material to allow staff to use reports• Create training material on upgraded application. • Train staff on both reporting services and asset management database applicationDesign New Website for organisation• Review existing website & score on design & functionality• Review available CMS technologies • Meet design company to discuss advantages new technologies offer business• Present new design to organisation• Migrate all existing Data from Present Website to New Website• Create Umbraco Content Management Guides• Hand over website administration to admin team

Current Project centralise All data on virtualised server suite & link all offices on WANCurrent project uses EFM, Fibre, MPLS and thin clients for national networkProject managed and delivered training to over a thousand staff for a web based reporting systemMain Office Network VMware DC Server 2008, Exchange 2010 Terminal Services 2008Branch office active directory domain with Windows small business server 2008Office 2010, Finance Opera and XRL, HR Open People Arc Serve BackupAvaya Office IP phone system, Cat5E Gigabyte network Intelligent Switches and MobilesClient operating systems Windows XP, Vista and Windows 7I liaise with our external companies to provided IT support to approximately thirty officesWeb based applications including intranet, accident reporting system

• Support Windows NT Server Environment And Approx Twenty Users At Main Office • Support Approx Fifty Users at Department Offices and approximately seventy PC’s in IT suites

Preparing and delivering IT Courses in Web Design at HND levelMonitoring and Assessing Student Progress

Preparing and delivering introductory IT lectures the outreach project at Cardonald College Monitoring and Assessing Student Progress

Preparing and delivering Lectures in a range of IT subjects at National Certificate to HND LevelMonitoring and Assessing Student Progress