Director at Managed IT Service company Intelligent IT Solutions.Providing a range of Managed IT services including: IT Support, Cyber Security, GPDR, Internet Connectivity & Telephony, Business Infrastructure , Strategy & Consulting and Cloud Solutions.

My role, as an IT Support Engineer is providing support to customers and leading on the delivery of technical projects. I predominantly work with progressive small businesses through Wales and the UK. Providing excellent support and managing day to day operations of the service desk. Key Responsibilities:- Take ownership of major incidents/problems quickly restoring service to normal operation within SLA. - Responsible for escalated users queries or issues and personally resolving them to full resolution. - Develop strong relationships with key members of functional areas and business stakeholders, ensuring they are consistently satisfied with the availability and the performance of IT services, ensuring corrective action is put in place within realistic timescales but ensuring customer expectations are managed.- Responsible for the regular maintenance of client systems. Technical Knowledge: - Administration of Windows servers 2003/2008/2012, (Active Directory, Exchange Server 2007/2010/2013, Server patching, Group Policy, print services, DHCP, DNS) workstations Win XP/7/8/10- Administration of Microsoft Windows server applications; Sage, IRIS, Quickbooks, SQL server, Microsoft Office, Office 365, Security software (Webroot, Panda, Bitdefender) - Microsoft Azure- Networking, including Firewalls, Routers, Switches, Patch Panel Management, VPNs (Cisco Meraki, Draytek, Netgear, Dell, HP etc.)- Virtualisation Technologies; Hyper-V- Storage and Backup; Symantec, StorageCraft, Veeam, NAS and Cloud based backup. - Linux systems administration- Apple administration- Experienced with PSA and RMM tools including Autotask, ConnectWise, LabTech, N-Able, GFI Max, LogMeIn, GoToAssist etc.- Fault analysis and resolution

In this role my key responsibilities included the maintenance of the school's personal computers, network management and other IT related equipment in conjunction with the Network Manager. This included the installation / configuration of new hardware /software. Additional responsibilities included the ability to record IT related incidents and diagnose and rectify faults to support the staff and students alike.I also participated in a number of projects to improve the school's IT infrastructure. These projects ranged from setting up new ICT and Apple Mac suites, replacing routers and switches.Key Responsibilities: Install and maintain in good working order, on a day-to- basis, the ICT network systems, hardware and software within the School Provide technical support in line with the school’s ICT support service definition Undertake research, evaluation and implementation of new technologies for internal use in conjunction with the Network Manager. Install software and prepare system images for deployment. Desktop and Application Support Perform routine maintenance tasks, including installing software packages and setting common options Server and Network Support Set up hardware and perform checking of networked PCs Undertake research to problem solve aspects of technical issues Install and maintain server software core technologies Continuity, Maintenance and Security Ensure that data back-ups are maintained and stored appropriately proportionate to the data value in connection with the IT Disaster Recovery Plan. Assist in the maintenance and audit of the school’s ICT inventory Use appropriate anti-virus software to protect the network. Undertake/co-ordinate repairs to hardware e.g. servers and workstations. Research, install, maintain and renew requested software. Implement IT systems security and continuity and ensure the IT Disaster Recovery Plan is thorough, practicable and complete.

Four week work placement which was as part of my university course. This involved a weekly rotational placement in a number of the Company’s IT departments which included: Networking, Information Management, Testing and Web Design.

Worked as an Contact Centre Operator for the council using several systems which were used for different enquires such as social services, highways, council housing and general enquiries.

During my time working at Lloyds TSB I worked as a Contact Centre Agent dealing with incoming customer banking enquiries plus selling products.