• Working directly to the Schools Management Team and providing on site resolution of problems and a proactive approach to desktop management and ICT delivery within the school.• Responsible for on-site resolution of problems relating to desktop computing environments, and to identify opportunities and recommend solutions for improving service efficiency and effectiveness• To look at the latest technologies in order to make sure the school get the most out of ICT.• Installation, configuration, and ongoing usability of desktop computers, Laptops, Wireless Access Points (Install Only), telephony, peripheral equipment and software within established standards and guidelines.• Management of all assets including updating of asset management systems as well as tagging equipment and/or software as required, with strict adherence to Asset Management Inventory process• To provide assistance and technical knowledge to aid implementation of projects • To assist in producing standard configurations, documentation and procedures in order to streamline processes and produce efficiencies • Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.• To give 1:1 help and guidance on desktop applications including, MS Office, Intranet, Internet, printing etc in order to maximum use of ICT.• To provide onsite training to staff for new\current software and hardware when required.• To ensure a visible presence in the schools and have a proactive approach to walking around the school, speaking with Teachers and ensuring ICT is running well.• Assist with procurement of equipment and provide advice.• To complete regular site Audits of the Network Infrastructure (Cabinets), Hardware and Software • Delivering Silver support when requested through visiting those schools that have logged calls.• Working on call queues as directed by the Education Desktop Services Team Leader

• Call allocation and setting of daily priorities for Service Desk Assistants• First point of call for escalation of Support Calls by the customer• Make recommendations for improvement to operational procedures where necessary • Give advice on more complex issues where necessary• Assisted in the interviewing of two vacant positions on the ICT Service Desk

• Creation and maintenance of security and distribution groups on active directory• Creation of mailbox and contacts on Microsoft Exchange and administration of mailbox access (full access and send as permissions) and also mail flow settings. • Provide prompt response to telephone, intranet and email requests; highlighting operational problems to relevant support staff• Responding in line with ICT Service Level Agreements (SLA’s) to all requests raised with the service desk.• Ensure that all requests assigned to him/her are dealt with efficiently and effectively, keeping the customer informed of progress, and logging resolution for future reference• Enter all requests correctly into the Service Management system and escalate to other support teams as necessary.• To maintain ICT assets in desktop hardware and software in order to ensure secure user network access for email, file and print, desktop applications, system client installations and telephone connectivity• Provide initial help and guidance to users• Maintain Microsoft Active Directory (AD) user network access accounts (local and remote) in order to provide secure and efficient access to email, standard and non-standard software and systems. • Maintain AD Security and Distribution Groups, • Installation of basic software to client access equipment using a variety of tools i.e. Microsoft System Centre Configuration Manager (SCCM).• Rotation with desktop support teams for skills transfer and professional development.

• Web editor for what was the Environment & Regeneration Portfolio spanning 12 business units and just over 700 web pages. • Provide support and training to Web authors via phone, email and in person • Assist in the co-ordination of new equipment to be installed for new starters and those that are to be disposed with ICT. Including the purchase of the hardware via Telford & Wrekin Councils ICT catalogue and also co-ordinate the transfer of any software if disposing of an old system. • Monitor and submit inventory for portfolio (approximately £500,000 worth of equipment) and submit to ICT covering items such as; Desktops, Laptops/Tablets, Blackberrys and Plasma screens used in bus stations. Setup new contracts for clients requiring transport to and from schools and day centres in Telford & Wrekin • Carry out DBS checks (Disclosure & Barring Service) for transport providers to ensure all drivers are enhanced checked to work on contracts for schools and day centres • Key role in the implementation of our bespoke system assisting in training of team members and administrator role ensuring smooth transaction in the migration of the system. This also included developing a user guide specific to the daily tasks of the team due to the company’s user guide being too “generic”.

Training and obtained the following:IC3 Qualification (Computing fundamentals, Living online and Key applications) Basic knowledge of Internet Explorer, Microsoft Word, Excel and configuring the applications. Network + (Passed 20th February 2007) Knowledge of the commands used to troubleshoot networks to locate the fault, such as; ipconfig /all, tracert, ping and etc.