Simon Maskell Email & Phone Number

Orpington, England, United Kingdom

Folkestone

Based in Folkestone I work on a service desk where I respond and resolve incidents and requests to agreed policies/processes/procedures. These include complex business queries, corrections and general signing info enquiries. I exhibit a good standard of customer care in all communications and have learnt the appropriate skills quickly to carry out support for both internal and external clients. I log phone and email issues and take ownership of them through to completion. I also identify improvement opportunities and highlight them to the management team appropriately. I perform administration including password resets and account unlocks for the insurer’s market repository, the insurance portal and Lloyds account enquiry applications.

Chatham

I support up to 3000 users at Vanquis Bank, logging telephone calls and emails using Remedy and achieving a high first time fix rate. The applications I support include Good for enterprise, Transact, Documation, CRM, Call media, Mimecast and Sigma. My other duties include installing software using SCCM, monitoring solarwinds, using active directory to resolve profile issues, encrypting files, burning CD’s using PGP, supporting Avaya phone queries and recreating profiles for both 2007 and 2010 versions of outlook. Using Citrix XenApp and windows remote assistance I deal with HP thin client and desktop queries and also remotely connect to plasma screens using Sabercom to resolve issues.

Reigate

Based in Reigate, I was part of a team of six, supporting over 2000 internal staff across three UK sites. Being the first point of contact and achieving an 80% first time fix rate I dealt with exchange administration, created new user accounts, processed leaver accounts, provided file/folder permissions and resolved issues with QUICCS and Besure applications. Using active roles 7.0 I amended and created user and application groups. I gained exposure to running SQL scripts within toad oracle which assisted users with TIA profile amendments and by using Citrix XenApp I dealt with VDI and desktop queries. I was also on hand to send out critical communications for P1 and P2 issues, as part of the incident management team, providing updates to the business and seeing the incident through to completion. Finally I carried out account audits to ensure we remained within licensing agreements with third party vendors and also created documentation for procedures.

London, United Kingdom

I provided 1st/2nd line technical expertise for over 8000 internal staff. The role was desk based using remote tools to assist users and was fast paced. My duties consisted of training members of staff, dealing with walk-ins, unlocking smartcards, setting up new accounts using active directory, following up previously logged calls, adding users to security groups, remapping drives, reviewing SOP’s, installing printers, handling outlook/archive/personal folder enquires, password resets, escalating calls, NHS mail troubleshooting, reconfiguring outlook profiles, Citrix errors, VDI troubleshooting and any other MS Office/NHS application queries that arose.

Maidstone

I worked for the Maidstone and Tunbridge Wells Trust on the service desk providing 1st/2nd line technical support for internal clients. It was a role that required a strong ability to rapidly diagnose and fix incidents and some days I would be taking over fifty calls. I aimed for a first time fix resolution at the first point of contact across NHS mail, MS Office 2010 suite, NHS applications, desktops, laptops, tablets, printers and mobile telephony. The role relied on remote support via Zenworks 11 where I carried out software installs, updates and troubleshooting. I also carried out BMS token administration. I monitored queues and created new users account as well as amendment requests using active directory.

Rochester, United Kingdom

The campus IT team was the central point of contact for all IT related service, support and technical advice requests. My role was to provide support for all staff, students, and visitors at the university. I was responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. I provided services over the phone, through email, in person (for walk-in customers) and self-service. I would access the users machine and resolve issues including network configuration and connection problems on both MAC and windows machines, set up new user accounts and carry out active directory administration.

London, United Kingdom

I was a service desk analyst providing 1st/2nd line level IT support to eight European offices. I was based in London supporting over 200 members of staff. These included patent and trademark attorney personnel as well as solicitors, VIP’s such as board members and partners. My duties included setting up new user accounts and the removal of leaver accounts. I built laptops and desktops, set up meeting rooms, conference calls and webinars. I also carried out office/desk moves which involved network patching/cabling and testing ports. I was the single point of contact for users over the telephone as well as dealing with walk-ins and emails. I also ordered equipment and provided technical assistance for mobiles, laptops, MS Office suite, in house applications and printers.

Bromley, United Kingdom

My role was to take 1st line helpdesk support calls from up to 2000 users and log the incidents. Part of my role included setting up tablet and mobile devices for new starters, this included installing applications, setting up email and unblocking the devices. I supported users in both a Citrix and a desktop environment and in doing so followed ITIL best practice. I worked with users to reduce mailbox sizes and local drives, created mail boxes and distribution lists.

Ashford

My role included visiting various doctor’s surgeries and medical practices as part of a Windows 7 deployment team to either replace or upgrade existing hardware from Windows XP to a Windows 7 operating system. There were a number of clinical systems that I had to reinstall and configure on Windows 7 including Microsoft Office 2010, Vision, EMIS, Docman, Icap and Cardiosoft. I would back up the users data using Windows easy transfer tool, recorded individual settings, software installs and printer configurations. I would also image hard drives, remove existing equipment and install new equipment. I tested and fixed hardware, software, networks and application issues and liaised with 3rd party vendors.

Orpington

I provided remote and face to face support on a 1st/2nd line level to all internal staff. My responsibility was to log, triage and resolve all calls logged by the end users. I was also responsible for the management of the printer/scanner/photocopier inventory across five sites, ensuring toner levels were maintained.

Maidstone

I offered 1st/2nd line support as part of a Service Delivery Team with the main purpose being to triage and diagnose issues logged by the customer, to interact with other internal teams to support the resolution of the problem and to interface with customers to provide timely feedback and ensure excellent customer service and satisfaction. Occasionally I’d log calls from 3rd party providers and customer’s functions and used my own initiative to process and prioritise faults according to incident type and contract in line with SLA’s. I supported customer interfaces (via web monitoring of log files) for significant changes and notified the relevant manager as required. Finally I had to identify the need for CRFs (Change Request Forms) escalated to team lead for completion and installation of hot fixes to customers provided assistance with testing and implementation.

Folkestone

Working on a ‘follow the sun’ service desk I provided 1st/2nd line technical support for all applications and systems used by the 12,000 end user clients across Europe, Asia and the Americas areas using VNC remote access. My duties included resolving various issues such as network configuration and connection problems, lotus notes 8.5 queries, active directory administration, Microsoft Office 2010 and installed software using SCCM. I carried out data restores using IBM Tivoli Storage Manager. I gave precise instructions for the customers to resolve issues themselves, provided after call support and volunteered knowledge of products. I maintained a quick resolution of tickets ensuring SLA’s are met. I provided Blackberry support using BlackBerry Enterprise Server and used MobileIron support for iPhones and iPads installation. I handled Cisco IP Phone queries (both physical and Cisco Communicator IP soft phone), as well as the configuration of user preferences, speed dial troubleshooting and resetting phones.

Dartford, United Kingdom

The position required absolute dedication and meeting service level agreement deadlines and this experience has enabled me to have developed all the necessary skills required to manage commitments. My duties included carrying out daily monitoring and backing up of several IBM I-series AS/400, RS6000 and UNIX servers. I had to ensure all systems were made available for start of business day, resulting in business continuity. In addition I provided 1st line support to over 2000 users, logged calls and escalated where necessary. I ran and monitored several batch jobs ensuring these are completed within the agreed SLA. Lastly I provided and assisted with network and connectivity problems, resulting in minimal disruption to the business users.

Orpington

· Daily monitoring, backing up and rebooting of several IBM I-series AS/400, RS6000 and PC servers.· Scheduling of batch processing requirements and ensuring all systems are available for start of business day.· Performance reporting across all servers and ensuring they run at their optimum levels.· Restored and copied libraries and files.· Provided 1st line support to internal and external clients, recorded calls using in house call logging system.· Prepared and maintained operational documentation and procedures.

Burgess Hill

I was responsible for the scheduling and ordering of IT equipment for all internal Ericsson staff members. This involved working to strict deadlines, liaising and chasing external suppliers. The nature of my job required me to be self-motivated, organised and capable of ‘thinking on my feet’ to provide the best levels of service to my clients.

Oxted

I was responsible for the planning and forecasting of various microchip products for a number of high profile companies. I was required to meet tight deadlines and respond to emergency situations, order silicon and feed the production line in order to satisfy the customers’ requirements. This role required me to use my efficient communication skills and excellent interpersonal abilities.

Nottingham, United Kingdom

I worked for Benjamin Gough as part of their sales team recording orders for a wide range of paper products. I worked in a pressurised environment and this required flexible and efficient communication skills and excellent interpersonal abilities.

West Sussex

I was a data entry clerk, creating spread sheets and also verifying information.

Crawley

This job was under the governments Youth Training Scheme and involved attending college once a week working towards a diploma in Business Studies. My job involved compiling and preparing weekly sales and wages figures and inputting them onto a spreadsheet format.