Key Responsibility• SCCM SOE deployment, Windows Update deployment & App packaging• Provide Level 2/3 support to ServiceNow incident and problem ticket resolution meeting SLAs• Fielding end user requests, providing insights and solutions.• Administratoring Sharepoint Enviroment (Version 2013)• Administering MS Exchange 2013• PowerShell (Exchange, AD & SharePoint online)• Experience with Windows, Office356 as well as virtualised desktops and VMware applications• Mentoring Level 1 team members• Developing Knowledge Base articles for issues which can be fixed by L1 team• Root cause analyses of major issues• Constantly reviewing and improving workflows and process to improve efficiency.• Liaise with hardware vendors to purchase computer hardware – Asset life cycle maintenance (laptops/iPhones/scanners/printers)• Ensuring Software licence obligations are maintained – annual renewals/ true-ups• Evaluating new software and systems tools before purchasing.• Change management – Raising CABs to implement any production system changes.• Liaising with other cross functional team in order to identify the root cause of any issues (Database/Network/Unix)• Windows Server Administration 2012/2016/2019IT Projects• FIM to MIM upgrade – 2019 – Performed UAT• IPFX Contact Centre System Upgrade – 2016 & 2018• Implemented SCCM - 2014 and ongoing upgraded until now• Upgraded Cisco TMS.

Maintain, analyze, and repair hardware and software systems.Attend Customer calls and support tickets.Respond to tickets, and troubleshoot and resolve problems in a timely manner.Ensure information technology (IT) policies are enforced appropreatelySet up and configure new systems, new applications, and upgrades.Manage user account information, permissions, and rights, including groups.

Desktop Support

IT Desktop Support