Greg Jankowski

Experience

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  Unisys

  Nov 2013 - Jun 2015

  - Advanced software technical end users support. In-depth: Windows XP/7/8, MS Suite, diagnosing, configuring, troubleshooting within SLA all faults escalated by first level support. - Troubleshoot e-mail users’ issues using O365, Exchange 2k7/2k10, escalating high severity issues to Microsoft - Hardware technical end users support: Laptop, Desktop, printers, mobiles. Cooperate with Dell, HP, Lenovo.- Active Directory/O365/Exchange2010/Lync2010 server user and object administration.- Troubleshooting all Network related issues: VPN connections, routers, switches, access point’s configuration.- Providing assistance, support and guide to Onsite system engineers.- Reviewing / building technical documentation and recommend changes and additional information,- Providing support to L1 agents and Team Leaders/Subject Matter Experts in case of a technical escalation- Performing required troubleshooting both on all warm transfer and outbound calls and direct escalation on calls which are outside the 1st level agent’s technical abilities or support boundaries- Delivering technical trainings to the agents- Monitor and handle all incidents referred to 2nd level queue in SLA Working thresholds, prioritising and managing several open cases at one time Show less -Initial point of contact for customers, answering queries via phone, email and remote control for the range of services and products - Providing basic remote assistance over a phone for Windows XP/7 operating system, - Diagnosing hardware malfunctions, - Troubleshooting basing network related problems, - Working to SLA thresholds, prioritising and managing several open cases at one time- Escalating to 2nd level IT support and 3th party resolver using ITSM tools: Service Now, BMC Remedy. Show less

  • Level2 IT service desk support

    May 2014 - Jun 2015

  • First Level IT service desk support

    Nov 2013 - May 2014
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  Trustmarque (Part of Capita plc)

  Jul 2015 - Nov 2018

  IT Service Desk Engineer

  - Act as the initial point of contact for any customer issues and provide technical support to end users. Escalate to the appropriate resolver group and management in a timely fashion if required. - Recording various ticket using ITSM logging tools: TESSA, HEAT, MARVAL- Providing 1st and 2nd line support to corporate clients for Windows XP/7/8/10, variety application and hardware devices.- Create/modify/delete/offer changes in AD, Exchange 2010 on all domain object and users.- Remote troubleshooting and configuration corporate printers.- Creating daily and weekly ticketing reports for corporate users.- Diagnosing systems malfunctions by completing BAU tests and auditing Solarwinds logs, escalating issues to higher resolvers and 3th parties. Show less

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  Aston Martin Lagonda Ltd

  Nov 2018 - now

  • IT Operation Engineer - Desktop

    Feb 2021 - now

  • IT Support Analyst - Desktop Support

    Nov 2018 - Feb 2021