Help Desk Analyst/Field Engineer• Troubleshooting applications primarily being Oracle, Citrix, Microsoft, Outlook, Adobe and IE Engineering Applications within Windows XP and Windows 7 environment.• Responsible for the troubleshooting and resolution of network, software applications and OS technical problems, IT on-boarding of new staff and change management of IT assets. • Performing IT Help Desk incident and problem management creating, maintaining and follow-up on tickets using BMC Footprints and Ticketing system• Maintaining IT SharePoint site and install software via Altiris Console and SCCM Manager Console• Diagnosing and resolving technical issues with my objective being to resolve all support requests at first contact• Performing change management in coordinating installations, upgrades, moves/adds/changes • Monitoring support requests ensuring service levels are being maintained• Working independently on technical research and as a team participant on project activities, documentation• Assess situations and take initiative making timely judgment calls and adapting quickly to changing needs• Performing role of Help Desk Lead back-up and take the lead when required• Providing feedback and suggestions on procedures with objective being continuous improvement in service management processes• Assisting with on call rotation and escalate issues to appropriate groups• Soft skills• Resilience and stamina to sustain performance when faced with a high volume of work and conflicting priorities. • Strong relationship management skills with colleagues and users in pursuit of delivering high quality services whilst maintaining targets. • Build solid relationships with administrators/super users to assist in the delivery of the organizations objectives.

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As Technical Supervisor it was my responsibility to develop and maintain a team of Specialist skilled to meet the needs of our clients.I was responsible for delegating issues to the staff and offer continuing education to them to improve the level of support we provide.Maintained a quality relationship with our clients and provide prompt service. Project management for the deployment of upgrades, installations and updates to keep the network and infrastructure in a quality state.

• LAN/WAN Administrator, Maintaining & Installation of over 30 Servers.• Experienced with VMWare and Citrix (Installation & Administration) • Managed and maintained Active Directory (Group/User policies etc.)• Microsoft Windows Server (Installation & Administration)• Microsoft DHCP, DNS experience with file/print Server installation.• Server installation, migration and experience with Veritas Backup Exec 10.0• Software specific implementation and upgrades & IT Asset Management

• Infrastructure design and installation for over 100 users (Windows XP/2003/Novell)• Hardware upgrade, Dell Workstations Imaged with Windows XP• Cisco Router Rack installation, CAT5 Wiring, Data Backups• Supported the development of the company’s website• Responsible for training users and maintaining inventory