Stuart Cohen Email & Phone Number

Reading, England, United Kingdom

Basingstoke, England, United Kingdom

Working closely with the Barracuda Backup Service, and helping to provide technical support and information to customers.This ranges from getting devices set up for initial use, fixing issues with backups, and assisting with restoring data as quickly and as efficiently as possible.

Basingstoke

In this role I am a 2nd line support analyst covering 3 sites within the technical services department. I am responsible for on-site fixes including PC’s, laptops, printers, MFD’s, phones and other such mobile devices etc. The support can be hands on, email, telephone or remote access. This is a complete 2nd line role, which also involves working with the 3rd line technical operations team.

Basingstoke

• Diagnosis of desktop, application, networking and infrastructure issues.• Experience of supporting a wide and varied client base. Troubleshooting PC’s, laptops and mobile devices.• Providing 1st/2nd line support to users. Administering the IT department’s policies and procedures.• Installation and support of telecommunication equipment.• Maintaining a log of all problems detected and system back ups.• Responsible for monitoring backups and for project work such as new builds.• Working closely with software suppliers to resolve operational issues.• Responsible for supporting: Windows XP/Vista/Windows 7/ Office 2003 and 2007, Windows Server, Small Business Server 2003/2008, Active Directory management Exchange 2003/2007, Backup products, Anti-Virus products, DNS/DHCP, TCP/IP, Ethernet, wireless router and Firewall Configurations.

Basingstoke

• Setting up private network between computers in the test lab area using windows server and setting up an active directory.• Teaching other members of staff how use and maintain all aspects of the equipment used in there working day.• Maintaining all correct IT functions are observed and managed.• Maintaining calibration database and performing calibrations.• Create and manage Back-up Contingency Plan.• Managing a clean and organised facility, where customers, vendors and other authorized personal can see work on there products being performed as well as asking any quires they may have. • Preparing reports for management, manufacturing and outside governing bodies and standards.• Having excellent communications within my team and other departments to assist in the smooth development of each project making sure problems are resolved in a timely and efficient manor.• Attending weekly meetings keeping management informed of any unforeseen problems on projects and reporting what measurements I have put in place to overcome them.• Booking and attending training seminars to keep up with current changes and developments in the industry’s ever changing standards.• As a support engineer I work professionally, methodically and with a sense of pride in my work. • Maintaining the call database, checking for unscheduled work that needs to be assigned. • Performing first article inspection and maintaining all quality control procedures thought out all projects undertaken

Basingstoke

• Building and testing new computers to be shipped out to customers.• Installing software onto new computers.• Call logging customers technical issues.• Covering all aspects of internal IT support for staff of 80+ (including remote users)• Building external devices for new orders or ones being returned to the customer after repair adhering to ISO 9001 quality management procedures.• Fault finding on returned computers and / or over the phone with customers.• Firmware / BIOS upgrading.• Liaising with all suppliers regarding: manufacturing / compatibility issues; Latest Diagnostics; training and any new products.• Using different platforms to fault find e.g. Windows, Linux, Macintosh, and UNIX.• Running daily checks to ensure all systems and software is being maintained. • Ensure all customers returned components are checked and tested within a reasonable time period, and placed on the relevant shelf in the Returns department, and the RMA database is completed with as much detail as possible. Where necessary, include any test reports / results with the product being returned to a customer.• Liaise with the Returns department when items are found to be incorrect, damaged or there are any other anomalies.• Generate reports containing all test results and informing the relevant management staff.• Ensure all items being returned to stock are as new and packaged to be sold as new, reporting any defects to the returns departmental manager and technical manager, and if necessary the warehouse manager.• Ensure all items are tested in accordance with ISO 9001 quality management procedures, and where applicable using the supplied test hardware or software.• Report any test deficiencies or requirements to the departmental Technical Manager.• Perform other duties to assist the rest of the team.• Make customer calls for the purpose of confirming faults on returned goods.

Advanced Cyber Security Diploma, Level 5

Nvq, Information Technology, Level 2

A Level, • Maths • Music • Electronics

Gcse

• English Literature • English Language • Science Double • Math • History • Geography • Art • C.D.T Design and Realisation