Michael Campbell Email & Phone Number

Bellshill, Scotland

Bellshill, Scotland

• Delivering first point of contact support to the global user base to perform technical fault finding and troubleshooting.• Providing accurate and detailed call logging within an Axios Assyst ticket to detail fault given, diagnosis, troubleshooting attempted, any further action required.• Resolving Incidents, Service Requests and Problems then updating support call with the current status and the workaround/resolution steps taken.• Issuing communications to users and support teams with accurate and relevant information regarding open incidents and problems affecting the estate and the current status.• Remote Access and Support to desktop and laptops through SCCM, LogMeIn and VNC• Supporting Windows Operating System, Application and Hardware issues on Desktop and Laptop devices.• Creating and maintaining user accounts throughout various IT systems including active directory, ERP, Audio and Video conferencing.• Managing corporate shared drives, user access and permissions through active directory.• Creating and configuring email shared mailboxes and distribution.• Performing Exchange Administration through Office365 and Powershell.• Configuring and troubleshooting hardware, Cisco Unified Call Manager and Cisco Unity voicemail accounts for desk phones / telephone lines.• Deploying software to Desktops and Laptops across the corporate estate through SCCM.• Performing preventative software patching to secure desktop and laptop vulnerabilities.• Setting up and deploying corporate Android mobile phones and managing through Maas360.• Supporting issues with Cisco Telepresence equipment and Cisco Telemanagement Suite.• Liaising with 3rd party support teams (BT, O2 & Concept) to implement new services and resolve technical incidents.• Creating and updating support documents stored on Assyst knowledgebase which is shared within the IT department.• Delivering training sessions, with supporting documentation, to User base on newly implemented technologies.

Eurocentral, Scotland

As a Retail Helpdesk Specialist within NCR it was my role to provide second level software support to the Sainsburys Retail chain exclusively for unresolved or escalated calls from the customer and also support Field Engineers on Site with device queries.Duties Included:• Covering 24/7 Remote Support shift work across 365 days.• Remotely supporting and monitoring recently implemented IBM Virtual Servers using vSphere and VMWare.• Supporting servers running Windows Server 2000 & 2003 operating systems• Using Intel Active Management Technology to enable remote rebuild of system software.• Providing remote software support / assistance to both Company and Customer Engineers.• Working through unresolved issues passed through from Level 1 support team.• Supporting devices running Windows 2000, XP & 7 operatings systems.• Undertsanding and supporting retail specific peripheral devices to provide sofware and telephone support to other teams.• Liaising with other support teams (Level 3 Problem Management, Level 1 Support Team, • Engineer Field Support Centre and the Customers own IT Support Desk) through email, phone call and chat applications (Microsoft Lync) to ensure call is dealt with correctly and by correct support team.• Handling priority escalation calls to ensure quick troubleshooting, proper handling and customer care while working towards a resolution within Service Level Agreement.• Assisting with estate wide planned project implementation (Legacy to Virtualised Servers and Verifone to Ingenico Pinpad Upgrade).• Mass and remote deployment of software using CA Unicentre.• Provide system software updated and system patching.• Cover nightshift for overnight updates and estate monitoring.• Assisting with helpdesk transition to another centre in another country.

Eurocentral, Scotland

As a Retail Helpdesk Analyst within NCR it was my role to support company specific hardware and software for a number of National Retail companies including; Sainsburys, ASDA, Tesco, WHSmith & Dansk.Duties Included:• Handling inbound first point of contact for calling, through the Cisco CTIOS system, for multiple customers.• Providing accurate and detailed call logging within a BMC Remedy ticket to detail fault given, diagnosis, troubleshooting attempted and any further action required.• Supporting devices using the Windows 2000, XP & 7 Operating systems.• Diagnosing and troubleshooting hardware and software faults through use of VNC and other bespoke remote access and support tools.• Multi-tasking logged tickets with thought for contract Service Level Agreements.• Working with non technical Customer staff with an aim provide technical support and remote resolution to reduce the requirement for engineer attendance.• Flexibility while covering an adaptive shift pattern.• Providing cross contract support for more than one customer.• Assisting Company Engineers with their Active Directory logins.• Updating company knowledgebase with tested solutions.• Training new staff members to a self-sufficient level.

The Technical Support Representative role at beCogent involved working in tandem with RadialPoint staff to provide remote IT support to Virgin Media customers.Duties Included:• Dealing with inbound customer calling• Multi tasking with customer problems on web based remote support client through LogMeIn Rescue• Supporting customers with issues on computers running Microsoft Windows XP, Vista & 7 Operating Systems• Supporting customers with issues Apple Mac computers running Apple iOSx Operating systems• Mobile devices Apple iPhone / iPad and Adnroid Phones setup and device support.• Virus & malware removal and system cleanup services using recognised Anti-Virus and Anti-Malware software• Telephone support to non technical customers to troubleshoot connection issues to the internet when Virgin Media Technical Support Service have confirmed not an issue with the line.• Networking router support.• Updating client ticket with information on services provided• Providing information for company knowledge base• Providing colleagues with possible solutions through tech based chat client

Working as a Technical Assistant at ALcontrol On-Site Services covered both administrative and techical support activites while working at a remote satellite site.Duties Included:• Generating high value reports for clients through use of Microsoft Word, Excel & Access• Creation of database systems through Microsoft Access to improve the quality and workflow• Designing Database queries and forms for Management staff to answer client specific data and results.• Creating user documentation and system guide for new database using Microsoft Word and Powerpoint.• Providing training for Management and Administrative staff on newly developed systems and processes• Providing general I.T. and Network consultancy and maintenance on site• Working as an IT Support point of contact for site• Liasing with commercial customers through Email (Microsoft Outlook) and telephone calls

Bachelor Of Science (Bsc), Networking And Computer Support

Education record