Marc H.

Experience

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  IT Career Switch

  Feb 2020 - Feb 2023

  IT Technician Trainee
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  Jardine Motors Group

  Jan 2021 - Feb 2022

  IT Support and Service Desk Specialist

  Key responsibilities & experience:• Provide IT Service Desk 1st and 2nd line support to 2800+ employees ensuring all calls/emails are logged within the ticketing system and resolved within the designated SLA's.• Management of user access via Active Directory and Dealer Management Systems in line with housekeeping procedures, ensuring systems are up to date and secure.• Management of the 'Report Phishing' mailbox, being the designated first line response to any phishing attempts. Utilising various scanning/sandbox tools to analyse potential harmful emails sent to employees. Providing education to colleagues when necessary and also escalating incidents when appropriate. • Remote support of hardware eg. Xerox MFP; and Microsoft back office applications.• Manufacturing systems support – CDK Global system – AutoLine & Drive• Remote preparation, configuration, installation and on-going administration of end-user web applications such as Experian & BCA.• Remote support and configuration of Mobile Devices (Both DECT VoIP phones and Apple iPhone/iPad).• Build and manage third party supply chain relationships.System Exposure:• Active Directory, Azure AD, Exchange Admin Centre.• Windows 7, 8 & 10.• Microsoft Office 365.• Forticlient including utilising the sandbox facility, Fortinac for troubleshooting NAC incidents. • AutoLine, VMWare, Certero, VNC viewer, Teamviewer.• Web Services: Exchange Admin Centre, HEAT, BCA, Experian/Cazana, DealerWeb. Show less

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  TECHFORCE SERVICES LIMITED

  Mar 2022 - Jun 2023

  IT Technician

  Key responsibilities and experience:• Provide remote and on-site IT support to a wide range customer base. • Build and maintain a wide range of hardware such as PC's, laptops and mobile devices with various performance requirements. • Network support including router/switch installation, DHCP & DNS configuration. • Troubleshooting all reported issues in a professional and timely manner. Logging all incidents within a ticketing system, ensuring the end user is provided updates and resolving said incidents within strict SLA's.• Liase with third party support when required.• Build and manage professional relationships with key stakeholders. System Exposure:• Windows XP, 7, 10 & 11, Server 2008, 2012 & 2016.• Microsoft Office 365• Active Directory, Admin Centre, Exchange Admin Centre. • Implementing Cyber Essentials with a range of companies including a MOD ship building organisation.• Support of Sage accounts and Sage drive.• Ubiquiti Unifi.• Emis Healthcare software installation and remote access.• 3CX Telephone system.• Yeastar telephone system.• Config of SIP trunks from various providers. Show less

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  Tradebox

  Sept 2022 - Aug 2023

  Customer Support Specialist

  • Providing 1st and 2nd line technical support to the existing customer base. • Help with the management of wider IT incidents, as well as support and complete project work if needed.• Manage tickets through to resolution and track/report on progress within strict SLA’s.• Build and maintain relationships with potential customers.• UAT Testing of application releases and bug fixing.• Updates, patches and upgrades of end-user software via remote desktop support software. • End-user account creation, updates and removal via Tradebox portal.• End-user incidents/request management and resolution.• Building the helpdesk knowledge base to promote self-help and training end-users on use.• Provide service updates and announcements e.g. in relation to schedule maintenance, releases, outages, etc.• Monitoring of system performance and alerts, raise issues proactively to the relevant technology teams.System Exposure:• Tradebox One – Automated E-Commerce Accounting software.• Sage 50 & Xero accounting software• ACT! CRM tool• Microsoft Office 365• Microsoft SQL & Microsoft SQL Server Management Studio • Windows 10 & 11, Server 2016 & 2019• FileZilla FTP Show less

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  FluidOne - Brighton office

  Aug 2023 - now

  • Senior Help Desk Technician

    Dec 2024 - now

  • IT Technician

    Aug 2023 - Dec 2024