Perform telephone, email and remote system support for software applications Use relevant Support software to log and manage client issues to the required standard Manage customer issues through to resolution within measurable SLA’s Maintain clear and regular communication with both end users and colleagues Participate in a rota for out of hours on call support Provide weekly reports and manage the hardware and software assetsUpdate the Documentation and internal training manualsProvide training to the staff on in house applications and portalsMaintain proficiency in software products sufficient to competently provide support to end users

Specialised in building and supporting IT networks for small and medium sized businesses in and across London. Also deployment and support services for companies as their IT department. Managing the clients' servers and administer the backup jobs on a daily basis.Troubleshooting IT related issues occuring over the servers or for the users. Giving both onsite and remote support to users for any IT related issues including problems with mail flow, Blackberry, Microsoft Office, Windows operating systems, Printers and Scanners.Troubleshooting issues with respect to Exchange server, Blackberry server, Symantec Backup and Trend Micro Antivirus. Providing network storage access, installation and maintenance. Backup and recovery of servers, installation of new machines, both software and hardware. Remote support for network maintenance, support and management.Overall IT support for small or medium businesses.

Worked as an associate engineer under the project “US Southwest Hub Messaging” with a team of 23 Engineers. Responsibility included troubleshooting and resolving clients problems in Exchange, Mails and Blackberry and also had to prepare a checklist for antivirus and database update.• Providing L2 Technical support for US based customers ( Finra, Medpro, Verigy, Sabre Travels, Molson-Coors, Bristol Myer Squibb, Lineage Power, Nissan, GMAC, Convatec, Merisant)• Managing around sixty six Exchange Enterprise 2003 Mailbox/Public folder servers and Bridgehead servers on Windows 2003 platforms.• Monitoring & Troubleshooting SMTP queues, Routing Group connectors and Mail flow issues.• Administration of 2 Right Fax, 4 Blackberry and 6 LCS servers.• Setup, maintaining & updating Trend Micro Scan Mail & MacAfee on all Exchange 2000/2003 servers.• Monitoring & analyzing Exchange servers’ performance on a daily & regular basis & performing scheduled maintenance as per the requirements.• Tools: Peregrine, Citrix, Terminal service, Remedy.