Support the Users with IT Queries that cannot be recolved by the Service Desk at First ContactHelp mobilise new sites by going to the site setting up equipment and help with basic training.Also involved in setting up printers for network printing, also create application installations in sccm which are attached to ad groupsHelp with administration and troubleshooting in office365 with apps and emails.also worked with creating power apps and flow with sharepoint lists that help collate data for the team

Working on a IT Service Desk Supporting up to 5,000 users worldwide taking between 30-100 contacts per day by phone or e-mail.Whilst working on the Service Desk I have completed the ITIL Foundation Course, Also has basic Office 365 and Windows 10 Training.Also during my time on the Service Desk have helped with the reporting to the management teams by getting data from various sources and even automated the process so all they do is open a spreadsheet and click a button to get the latest data which also adds it to an Access Database so can be used by other reporting tools. I also help produce ad-hoc reports for my team and management when required.I have a very good working knowledge of the following software/systems: MS Office 2007 – 2016, Office 365, Active Directory, Exchange, SCCM, Avaya CMS, Landesk Console, Terminal Services, Connect 3, Direct Access.

Working on a Service Desk Supporting upto 5,000 users worldwide taking between 50-100 calls per day my phone or e-mail. Also on the Request Management Queue progressing any requests assigned to the services desk as quickly as possible. Whilst Working at ComputaCenter I have completed a Customer Care Course, Also had basic Citrix Training and completed a Blackberry Enterprise Server Training Course. Also during my time at ComputaCenter generated ad-hoc reports from Remedy to give to management teams show analysis of calls that were logged that could of been First time fixes and to help highlight potential Training required. Also help with another reporting queries from Management.Also while working at CompuatCenter I have used the following Operating Systems and Software Packages: Windows XP SP2 & 3, Windows 2003 Server, Active Directory, Remedy, Siemens OpenScape, Office 2003 & 2007, Dell PC’s and Laptops, Lenovo Desktop and Laptops, Citrix, NetOP, Office Communicator, Terminal Services, Bespoke Software Packages, Bighand, Document Management, Clarity

Working on a Technical Support Desk supporting up to 300clients on software called encore (Estate Agent Software).Questions ranging from application not loading to complex backend issues (including network and database issues

Working On A Internal Helpdesk Supporting Upto 5,000 Users Taking Between 50 - 150 Calls Per Day. Also Worked As An Incident Manager Looking After High Priority Cases Making Sure The Teams Respond Within The Sla's.

While Working For The AA I Am Involved In Answering Calls From Patrols, Garages And Other Departments In The Business Dealing With Queries In Regards To Members Breakdowns Ranging From Queries About Job To Technical Questions (I.E What Is Wrong With The Vehicle And What Is Needed To Move/Repair Vehicle).. I Also Make Calls To Patrols, Garages, And Member Passing Information About A Breakdown Ranging From Full Details About Job Down To Ringing The Member To Advise The Eta Of Patrol. Taking Calls From Patrols, Garages And Other Departments About A Member Breakdown Ringing Patrols, Garages, And Member About Breakdown Dealing With Members Who Have Rang To Complain About Service Given

While Working At Celestica I Was Involved In Answering And Making Calls To Customers About Their Sony Ericson Mobile Phones That Have Been Sent In With Different Faults.. Taking Calls From Customers About The Progress Of The Repairs. Ringing Customers Who Requested Updates On Repairs. Dealing With Customers Wishing To Complain About Any Aspect About The Repair. Advising Customers About What The Warranty Covers. Line Assembly / Quality Control

While Working At Faurecia I Was Involved In Quality Control Where I Had To Check Parts For Defects Before They Were Shipped To The Customer. Also Gained Fire Safety Qualification.

While Working At Cocentric Ltd I Was Involved In Building And Configuring Cisco Routers And Switches Ready For Shipping To Abbey National Branches All Over The Uk To Replace Old Networking Equipment To Run The Bank And The Cash Points.. Building Cisco Routers (E.G. Fitting Extra Power Suppliers, Adsl Cards, Isdn Cards, Etc"). Configuring Cisco Routers And Switches Using A Pre-Built Script For Each Branch. Packing Equipment Ready For Transport To Abbey National Branches

While Working At Npower Plc I Was Involved In Supporting Internal Users Over The Phone Or Email. If I Was Unable To Resolve The Problem Over The Phone I Had To Log The Call On A System Called Assyst And Assign The Call To Relevant Resolving Agency Within The Company.. Support Users On A Windows Nt Network. Network Administration - I.E. Resetting Passwords, Creating And Managing Windows And Unix Based Printers. Support Microsoft Office 97 Packages. Check That Users Problem Has Been Fully Resolved Before Closing Calls. Make Sure That All Calls Are Resolved In The Agreed Sla. Support Outlook 98 Using Microsoft Exchange Server