Will Thomas Email & Phone Number

Bridgend, Gb

Pencoed, Wales, United Kingdom

Pencoed, Wales, United Kingdom

• Adhering to KPIs and OKRs, ensuring that Service Incidents and Service Requests are resolved within SLA commitments for our clients and with appropriate quality levels.• Maintaining some of the latest Server, Desktop, and Laptop technology from industry leaders such as Dell, Apple, HP, Microsoft, Veeam, ShadowProtect and more.• Network hardware support; including switches, routers and cutting-edge firewalls such as SonicWALL, Cisco, and UniFi.• Managing of Email Services on premise using Microsoft Exchange and in the cloud with platforms such as Microsoft 365.• Managing of Cloud File Hosting using various services, such as Microsoft Sharepoint, OneDrive, Azure and Google Drive.• Supporting First Tier Support Desk Engineers through feedback, mentoring and group learning.• Disaster recovery situations such as Ransomware attacks, failed drives, full Server restores & rebuild and more.• Attending War Rooms as a Technical Point of Contact, along with providing Incident Reports and continued communication with Clients and Service Delivery Managers.• Onsite Support for installation of Hardware, diagnosing of issues such as Network Outages, Hardware Failure and auditing.

Bridgend, Bridgend, United Kingdom

• Keeping calm under pressure and maintaining excellent communication with stakeholders at all levels while taking ownership of and progressing incidents.• Managing of Email Services on premise using Microsoft Exchange and in the cloud with platforms such as Microsoft 365.• Support and Installation of line of business applications and bespoke developed software packages.• Support and Installation and configuration of printers, scanners, and other peripherals and network equipment.• Supporting the Support Desk Lead and Service Delivery Managers to ensure clients have a positive everlasting relationship.• Liaising with suppliers, vendors and third-party IT companies to gather important information required to complete Support Desk tickets.• Updating the internal knowledge management systems with all information gathered or changed during activities.

Bridgend, South Wales

• Maintaining all networks, electronic devices and computer set ups.• Designed, built and implemented an SQL Database and user access through an App built in Visual Basic.• Coded applications for the company, an Automation Part Generator and employee HR Application.• Overhauled the IT Infrastructure on SAT Automations second office site.• Implemented SAGE 50 and SAGE 200 into the business.

Bridgend, South Wales

• Assisting with recruitment of external and internal resources.• Conducted technical and non-technical interviews for candidates.• Assisting in completing of the temporary to permanent process for agency staff offered permanent contracts.• Assisting with the process of recruiting staff on a Fixed Term Contract.• Managed attendance and timesheets for all Temporary Staff.• Assisting with the New Starter process in an efficient manner.• Ensuring all new starters are processed and checked for Government Security Clearance.

Bridgend, South Wales

• Collecting and diagnosing information to raise a fault call for the required company.• Resolving faults raised in a timely and accurate manner.• Maintaining a high First Time Fix rate, working towards and above analysts KPIs.• Contact with internal or external teams & departments to resolve any issues.• Handled multiple faults at once via Desk Queue Management.• Worked to SLA expectations.• Raised and processed Change Requests.• Monitored and handled the clients Site Servers, proactively monitoring alerts/requests/capacity.• Worked as part of the User Admin team in the creation and deletion of users.• Completed daily/weekly task such as Alert Management, Desk Queue Management, Email Commander and Exmerge in line with company process.

Bridgend, South Wales

• Reporting and booking fault appointments to BT Openreach, collecting the correct information on faults to update the customers when needed.• Finding and solving technical problems/complaints that the customer has reported.• Dealt with customer requests in a professional manner.• Dealt with escalations and handling of complaints.• Administration work, filing and archiving.• Floor support for 60+ staff members of the Technical Department.• Various Deputy Team Leader duties, such as managing staff and high priority calls.• Training and support for new members of staff on the team.

National Diploma It Practitioners, Computer And Information Sciences And Support Services

A Levels