• Manage and promptly resolve 40+ daily users Incidents/Service Requests with the utilisation of Service Manager to log tickets in accordance with the complexity of the SLA agreements of a 3500+ active users company. • Troubleshoot Citrix and Citrix hosted applications, Cisco VPN, Outlook 2013, User account and connection issues through the use of Citrix Director, Active Directory and knowledge of the Network configurations. • Supporting MS Exchange Admin Centre 2013 in the creation of user’s emails, shared mailboxes, DL’s, security groups and additional requests forwarded from users. • Troubleshoot Xerox and HP printer issues and setting up new site printers on the sites print server. Provide staff training on supported applications and processes. • Support MS applications on Windows 7/8/10 operating systems. Managing site downs to ensure that the site server is back online whilst being a main POC for the site. • Managing a workflow of emails, calls and portal tickets to ensure a quick resolution.

- Provide training to new staff on the daily tasks they will face and best practises in relation to communicating with clients and team members. - Discuss task related progress and issues with both clients and team members to arrive at the most efficient outcome. This was mainly through the use of e-mails, team meetings and conference calls. - Deploy skills onto systems such as PDM, GDMS, Oracle and various Microsoft applications. - Deliver progress reports to team members on any problems faced and weekly feedback on my own work. - Compose various methods of quality checking to ensure that clients are receiving documents completed to the highest standards. By doing so, this has increased the first time right percentage for the overall workload. - Organise events both inside and outside the company to allow better team integration and team member confidence. - Review current team affairs and how they are best resolved with the main aim of improving work efficiency.

- Attend monthly meetings and discuss improvements needed and progress to date. This helped team members understand issues that arised and how they can be avoided in the future. - Review documents created by clients with the use of Microsoft Excel, Word and PowerPoint. - Provide spreadsheets on companies project expenditures related to a four year period, discuss these findings with team members. - Meet with clients and discuss information related to any recent R&D projects. - Provide training documentation for new intern staff. Completion of these documents was through the use of Microsoft applications and presentations. - Compose training for current staff members on various topics aimed improving work standards through the use of presentations and one to one demonstrations. - Work closely with higher management to discover efficient methods of completing documentation content.