Nicki Hull Email & Phone Number

Redhill, Gb

Reigate, England, United Kingdom

esure PLC - Support Analyst December 2012 – Present Providing desktop support to 1,700 users. Covering application and operating system support on systems. Additional responsibilities and supported systems include:• Intune Azure, Azure Active Directory.• Provide on-site support to VIPs and support the resolution of these issues by 3rd party outsource providers.• Meetings Logitech, VideoWall, Audio Visual Equipment.• Desktops, AVD’s, Macbook and laptops.• Intune application bundling.• Analyse problems, identify the issue, understand the impact to the business in order to determine the priority, and establish an approach for its resolution.• Contribute to asset management audits and review and action audit reports.• Produce and maintain technical documentation and user guides for relevant systems.• Provide out-of-hours support as required.• Support and drive key projects (including migrations and implementation) in line with esure strategy.

Redhill, Surrey

I founded my own company in October 2006 which provides IT services for corporation and individuals. From Desktop/Server support. service desk through to IT training.

Chessington, Surrey

Providing 1st/2nd line Support to 30,000 users across the World. Covering application and operating system support on systems ranging from XP to Windows 7. Additional responsibilities and supported systems include:• Implementing changes Active Directory including access rights, profile/account creation and Citrix setup• Administration of Galaxy (Admissions Software), Avaya Phone software, Goldmine and Info Flow• DameWare and PCAnywhere remote support software, Alteris call logging software.• Supported products include: Office 2003 to 2010

Redhill, Surrey

Providing Operations support 24/5 rota basis to • Act as a first point of contact for any issues outside of hours supported by the Service Desk to provide smooth operation of Travelers International systems• Incremental and full backups are completed of all production servers every day using TSM – Tivoli Storage Manager • Avaya phone support, creating and moving extension.• Integration equipment to Data Centre• Day to day management of the back-up operations e.g. tape changing, job verification• Monitor and report on status of scheduled batch jobs and processes using IBM I-Series• Develop and maintain supporting documentation

Crawley, West Sussex

Providing 2nd line Support to 12,000 users via desktop and remote support. • Completing Desktop incidents and service requests within SLA• Written “How to Documents”• Create processes and procedures according to ITIL principles• Building desktop and laptop machines using CCM• Installing RAS and Becrypt• Remote access using Altiris, Dameware, PCAnywhere and VNC• Installing standard applications Office, Adobe, and specialist applications eg, Doors, and Cordis both remotely and locally• Creating user accounts and permissions using user manager and Exchange 5.5

London, United Kingdom

Providing 2nd/3rd line Support to 500 users across two sites one site accessing systems via VDI, thin clients.• Providing support to home users by configuring secure cards and setup OWA or Cisco VPN. • Installation, configuration and administration of Windows 2008, Exchange 2003 & 2007 • Building, deploying VMware and supporting Wyse and HP thin client machines.• Created a knowledge base using SharePoint• Installation of LAN Desk agent on machines, and rollout of software, security updates and running queries using the LAN Desk product;• Managing Service Desk working to strict SLA’s• Installing, Patching, Configuring and Supporting Training Network • Create Ghost images, Encrypting software (Serco).• Server and desktop build and support • Daily monitoring of checking of hardware & software scans, including license compliance (use of LAN Desk software); • Management of daily back-ups using HP Data Protector Manager (includes formatting tapes, creating media pools, scheduling back-ups, and restoring files ); • Monitoring networks for incidents using Network Monitor, and managing domain controllers and Windows 2003 servers.

Crawley, West Sussex

• Involved in managing and migrating Service Desk to Doncaster, which involved writing documentation, building machines, organising and training staff and troubleshooting problems.• Supported adhered to ITIL Incident and Change Management, co-ordinated and ran Major Incidents (End to end coordination of major incidents from initial report to resolution and analysis)• Issued outage communications to senior management, ensured the Service Desk had enough technicians to cover call volumes, acted as an escalation point for team members for both technical and process queries, produced documentation on procedures to improve performance and service. • Liaising with 3rd party companies for bespoke applications and hardware support.• Ensuring delivery of service to the agreed SLA’s.• Encryption software (Becrypt)

Crawley, West Sussex

Providing 2nd line Support to 12,000 users across 17 UK Restricted sites and Domains covering application and operating system support on systems ranging from NT4 to XP and Server 2000 and 2003 in an ITIL environment. Additional responsibilities and supported systems include:• Implementing changes including access rights, profile/account creation, application installation and remote access• Administration of Active Directory and User Manager, Server Manager, DameWare remote support software, CA SDO, CCM command centre, Unicenter AHD & USPSD call logging software• Supported products include: Office 2000 to 2007, NT4 through to Vista, Windows Server 2000 & 2003, Exchange 2000 & 2003

London

Providing 2nd line hardware and software support by visiting MPS sites using remedy helpdesk system and solving incidents within SLA limitations. These included:• Fixing printers• Diagnosing hardware\software problems in desktop machines• Rebuilding desktop machines.• Fixing problems on Bespoke systems

London

Providing 2nd\3rd line Support to 35,000 users across London covering application and operating system support on systems ranging from Windows 3.11 to Vista and Server 2000 and 2003 in an ITIL environment. Additional responsibilities and supported systems include:• Creating Accounts, Mailboxes, groups and updating policies/profiles using Active Directory and MS Exchange tools.• Providing 3rd line support by visiting customer sites and solving incidents that customer raised using Remedy support system within SLA limitations. These included:Hardware configuration issues.Network connection issues.Building Windows servers 2003 Resolving problems on desktop machines and servers. Working along with 3rd parties to get the job completed within timescale and to the customer satisfaction. • Working Apps Support at looking at bespoke software and giving support and upgrading on new desktop systems.• Working on the out-of-hours rota this meant have to be flexible and versatile in all systems. • Created the Outlook Pilot system. This involved the whole cycle from planning, testing, installing and training the customers on the new software. • Compiling web knowledge based system• Experience of Unix Servers• Working with TCP\IP, DNS, WINS and DHCP

London

• Providing 3rd line network and desktop support based on a customer site working mainly with a Windows 95 client.• Other duties include implementing new equipment, resolving incidents within Service Level Agreement and carrying out Network Administration duties and voice/data infrastructure including fault diagnosis. Supporting Windows 95, Windows NT, Novell 4.11, Route 400 e-mail, Outlook 98, standard office applications.• Implemented NT servers and an Exchange Server 5.5 for DSS Ministers and built several NT servers for various projects within the DSS contract. Performed day-to-day maintenance and supporting customers with queries on the Outlook 98 client.

London

• Provided 2nd line support by using either remote software or customer facing. • Supporting Office applications in Multi-languages, Lotus Notes• Providing 3rd line support involved getting incidents through Vantive system and solving them usually within 8 hours. This contact had ISO approval requiring timely updates to documents and attention to SLA’s. • TCP/IP, DNS, DHCP patching and rectifying network problems, • Resolving problems and changes on packages on Multi language versions, • Installing packages and investigating work to solve problems with equipment.

Bracknell

• Part of a ten strong technical support team providing 2nd/3rd line network and desktop support to 2500 users on 57 servers running NT4 server. Using both office standard applications and bespoke applications• Configure and Support of NT4 workstation to registry level. The office was migrating from Windows 3.1x platform to Windows NT 4.0, and CC-Mail to Outlook. • Meetings with staff to explain the transition onto the new system, Service Level Agreements and training.

Bsc (Hons) Computer Science In Business 2:2, 2:2

Activities and Societies: • A four-year course at Brunel including two work placements. The course involved all aspects of computing eg.

Itil Foundation

Working towards the foundation ITIL certification

Comptia Ctt+ - Certified Technical Trainer

Train the Trainer course

Microsoft Office Specialist Outlook 2003

Mcse

NT4

Bachelor Of Science - Bs, Computer Science With Business

Fundamentals Of Computing