• Customer facing desk side support of standard build desktop laptop and thin client computers responding to issues logged by an ITIL service desk in support of the Welsh Government. • Remote installation of software using Manage soft and Active Directory groups. • Created desktop and thin client build images for deployment on HP hardware using Altris and Ghost. • Hardware break fix support of HP desktop, laptop and thin client computers and printers.• HI Path DX System admin of… Show more • Customer facing desk side support of standard build desktop laptop and thin client computers responding to issues logged by an ITIL service desk in support of the Welsh Government. • Remote installation of software using Manage soft and Active Directory groups. • Created desktop and thin client build images for deployment on HP hardware using Altris and Ghost. • Hardware break fix support of HP desktop, laptop and thin client computers and printers.• HI Path DX System admin of PABX telephone exchange. • Support of applications delivered via Citrix metaframe, ICA Client. • CAT5 data and voice cable patching and telephone cable punching on jack frame. • Impact and End user acceptance testing of software, hardware and monthly security patches. • Installed and managed security codes of Becrypt hardware encryption software for 1900 laptop computers. • Led a rollout team deploying Barron McCann X-Kryptor to customers in an assisted rollout of client software combined with VPN Key fob migration and KMI software registration.• Co-ordinated large scale moves and changes of ICT equipment in support of customer office moves. Show less

Incident Manager (deputy) • Management of major incidents (Impact Levels), liaising with and coordinating the efforts of different support teams to ensure timely resolution of service effecting incidents with minimal disruption to the customer. • Preparing written statements and updates for major incidents for distribution to customers and key stake holders. • Ensuring incidents are handled in conformance with service desk procedures and work instructions. Providing advice to… Show more Incident Manager (deputy) • Management of major incidents (Impact Levels), liaising with and coordinating the efforts of different support teams to ensure timely resolution of service effecting incidents with minimal disruption to the customer. • Preparing written statements and updates for major incidents for distribution to customers and key stake holders. • Ensuring incidents are handled in conformance with service desk procedures and work instructions. Providing advice to analysts on the handling of complex support incidents.• Preparation of daily KPI and call management reports.• Handling escalations from Service managers and the customer’s service control team. • Attendance of CAB meetings to ensure no schedule change has an undue impact on the service desk. • Trend analysis of incidents logged by the service desk to identify common issues and escalating relevant problems to the account problem manager.Service Desk AnalystMain Duties:• Providing 1st and 2nd line technical support to customers within the Welsh Assembly Government as part of an ITIL compliant service desk.• Ensuring customers support incidents are accurately entered into the fault logging system.• Liaising with technical support lines of service and third party vendors to ensure that customer’s needs are fully met within agreed service levels.• 1st-2nd line support of Blackberry handsets and their e-mail connectivity to a Blackberry enterprise server.Technical Support Roles:• End user support of the Windows XP operating system on desktop, laptop and thin client computers. • Support of Citrix application sessions on Citrix presentation servers and deployment of applications through Citrix, Softgrid and Managesoft groups. • Providing technical support and assistance to users of Microsoft Office 2007 including MS outlook.• Administering MS exchange mail accounts through active directory. Show less

Main Duties:• Proactive service and performance monitoring of a wide range of web hosting solutions on a 24x7 basis for customers based in government departments and multi national organisations.• Fault resolution on Windows 2000/2003 server running IIS and SQL server databases.• Problem management and escalation of priority incidents through to resolution.• Liaise with the IT service desk and support\development teams to ensure incidents were resolved in a timely fashion in… Show more Main Duties:• Proactive service and performance monitoring of a wide range of web hosting solutions on a 24x7 basis for customers based in government departments and multi national organisations.• Fault resolution on Windows 2000/2003 server running IIS and SQL server databases.• Problem management and escalation of priority incidents through to resolution.• Liaise with the IT service desk and support\development teams to ensure incidents were resolved in a timely fashion in line with agreed SLA’s\ OLA’sTechnical Support Roles:• Performing server reboots and service restarts on Windows 2000/2003 servers.• Fault finding and resolution for Windows IIS services, Cold Fusion and SQL databases.• Troubleshooting on server hardware and installation of replacement components in HP servers.• Server installation and network patching. • Backup management on over 2000 hosted internet and application servers. Show less

Fixed term contract supporting rollout of SAP R3 in a manufacturing environment.

Fixed term contract providing desktop support in Norweb Communications a division of United Utilities