- Providing 2nd line technical support including pre-sales and post-sales support to our global business customers as well as delivering remote installation, troubleshooting and training sessions over the internet.- Checking support emails in off-hours and respond to urgent cases.- Creating, updating and maintaining technical documentation.- Assisting the QA team with software testing when needed.- Helping the Sales team with software demo when needed.

The daily IT support of a number of small to medium size businesses mainly within the M25, including new starter setups, Office 365, Azure Cloud services, Backups, Network infrastructure, Apple and Microsoft software Support, as well as hardware, upgrades and data recovery etc.

Acora is a managed service company providing IT outsourcing to a multitude of companies. I have worked on two company sites and on the Service Desk at Acora's head office.Day to day duties include:Answer end user enquiries professionally by phone, email or on line, to assess, classify, resolve and record them effectively. Manage case escalations as required to achieve the highest level of customer service across the cases in not only your queue, but that of your colleagues Communicate fully and effectively with customers throughout the case lifecycle, ensuring that at all times the customer is fully aware of the status of their incident, event or service request. Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs Delivering end user support on a range of Apple Mac devices (iPads, iPhones, Mac Minis etc). Provisioning and support of legacy BlackBerry and Blackberry10 mobile phonesTroubleshooting relevant, common technologies such as: Microsoft Windows Operating Systems inc. Office, Active Directory, Group Policy. Server and Networking hardware such as Dell Servers and Cisco Switches inc. Wireless solutions. Virtualisation (e.g. Vmware, MS Hyper-V) Enterprise Storage (e.g. NetApp, Dell EqualLogic) Microsoft Exchange, SharePoint and Sophos Anti-Virus. Citrix. Printing Services Telephony / ITP services such as Avaya and Mitel. Data Back Up and Replication Solutions, such as SRM (Site Recovery Manager). Escalations to 3rd party suppliers for Line of Business applications such as Sales Force, Sage, Click View (Management Reporting Tool).

WTMS is owned by WPP group of companies who have acquired such advertising agencies as James Walter Thompson, Young & Rubican, Wunderman and Rainey Kelly. Although initially placed at JWT I have now been seconded to Y&R/Wunderman to help with their IT needs at their offices at Greater London House in Camden. Supporting approx 600 users on Mac OSX 10.7-9 and Windows 7 - 8.1 platforms.

Currently on a project migrating Blackberry accounts from BES4 to BES5.Other roles include:Support the IT needs of the business, ensuring Imagination continue to deliver for clientsMonitor, maintain and resolve service desk callsDesktop Support of Windows XP, Windows 7, Mac OSX 10.5, 10.6 & 10.7 operating systems, MS Office, Internet Explorer, Chrome, Adobe CS3/5, and PowerPointBuilding, configuring of desktops/laptops: Mac Pro, Mac Book Pro, Dell , HP and LenovoAssist with office movesPrinter support for both networked and local solutions

Distributing new laptops and PCs to all UK based Barclays Corporate officesBuilding Lenovo desktops and laptops with either Windows XP or Windows 7 imagesPerforming pre and post deployment checks.Makes sure apps have downloaded to Windows 7Check mail has correctly migrated to Outlook 2010Set up PGP encryption on laptops.

Supporting the IT infrastructure set up at at Future's London Office.Supporting 40/60 split Mac/PC environmentImaging, setting up software and deploying Mac or Windows PCs to usersInstallation, upgrade or dealing with software faults of Microsoft Office applications, Adobe application, gaming PC screen grabbers.Deploying software via LanRev or Dell Kace systemWriting Software installation scripts, in order to execute silent software deployment through KaceSetting up and the deployment of the company Blackberries.Setting up and the deployment of the company iPads.Setting up extension numbers and Voicemail on The Mitel VOIP systemSupport of HP and Brother Printers and more recently the newly rolled out Xerox Multifunctional devices.

IT support consultant, looking after the IT needs of asset management including:• Upgrading and maintaining Bloomberg, Reuters and bespoke financial systems.• Troubleshooting issues with Blackberries, Printers, and desktop PCs and laptops.• Co-ordinate a departmental desk move, involving the movement of PCs, and peripherals and re-patching to the network.• Logging calls and Asset management via Altiris.

• Supporting 300 Users connecting to the network via a Citrix Metaframe Thin Client environment.• Supporting all desktop applications and operating systems including WINXP/Office XP/Outlook 2002/3.• Support of Windows 2000 and 2003 server, Active Directory and Exchange 2000.• Document and company information sharing via Microsoft Sharepoint and Interaction• Support of Bloomberg, SWIFT and BACS Financial systems• Setting up of HP Multifunctional Printers, Avaya IP Telephones and Blackberry mobile communication devices.• Induction of new starters and software training.