Myran-David Ferguson Email & Phone Number

Salisbury, Gb

North Tidworth, Wiltshire, United Kingdom

• Handling Active Directory to Add/Remove/Modify Users and Permissions.• Inventorying of hardware and setup ready for users. • Remote assistance with users to resolve issues. • Site visits to users where remote assistance is not possible. This can involve:o Hardware issues.o Physical printer setups.o Networking troubleshooting when a building is down. • Documentation of work carried out onto a ticketing system. • Updating internal knowledgebase with latest procedures or new methods for troubleshooting.

Whiteparish

• First point of contact for customers. • Responsible for consolidating and upgrading internal knowledge base to a more manageable and up to date system that will benefit the company in the long term. • Providing networking troubleshooting and assistance for users of all knowledge levels. • Assistance engineers with product feedback to improve products for reliability or to add features. • Administrator for a cloud system, this involved: o Adding/Removing/Modifying users.o Guiding users on how to make the best use of the cloud system.o Investigating anomalies, bugs or errors and forwarding these to the development team. • Testing of pre-release hardware and software. Then issuing a report on findings. • Generating a monthly report that can help lead to a prompter response for future trend cases.

Swindon, United Kingdom

• First line customer support assistant. • Assist customers with both client and server products with hardware and software products. • Troubleshooting and informing customers on products best suited for their needs.• Prioritising business critical cases (Triage).• Employed as a multi lingual first line support assistant for German and English customers.• Part of SME development program to develop technical, social and management skills. • Mentored L1 employees to ensure high standard of customer support. • Provided support and guidance for L1 agents where cases can avoid L2 or L3 escalations. • SME for first line support covering holiday periods.

Andover

• Advice clients based on their needs and recommend appropriate products and/or solutions. • Fist line support/point of contact for customer issues. • Documentation of work carried out on a ticketing system.• Time and priority management of tasks.• Troubleshooting of windows based operating systems. • Diagnostics of hardware issues and replacement of failed hardware. • Virus/Malware removal. • Resolving issues with Antivirus software not functioning properly. • Setup and troubling emails on POP, IMAP and Exchange. • Setup and Instillation of software and profiles on new systems. • Occasional on-site visits to clients to set up systems or resolve issues. • Set up and management of NAS drives.• Troubleshooting of network issues, mostly Wi-Fi. • Troubleshooting of Microsoft Office software (98 to 365)

Stockbridge

It, Software, Web And Telecoms Professional Level 3, Information Technology

- Level 3 Diploma in ICT Professional Competence - Level 3 Diploma for ICT Systems and Principles for IT Processionals - Functional Skills.

Information Technology

Activities and Societies: - BTEC L3 Extended Diploma in IT software development (QCF): Pass, Pass, Pass - EDEXCEL BTEC Level 3 Subsidiary.

Education record

- EDEXCEL BETC L3 Certificate in IT: Destination - EDEXCEL BETC L3 Subsidiary Diploma: Pass - OCR Level 2 National Award in ICT: Pass.