Craig Inett

Experience

• 

  Atos Origin

  Sept 2008 - Oct 2009

  IT Service Desk Anaylst

  • Logging and Resolving faults as recorded on the Help Desk system (USD) in accordance to SLA.• 1st line IT support for 1000+ (Judges and Clerks).• Support various law/court applications such as “Xhibit / Crest / Caseman”.• Running an environment of Windows XP with Microsoft Office suite.• Exchange Server administration for resolving mail issues.• Active Directory – password reset, unlocks and group modification.• Outlook – resolving numerous issues from settings to lost pst files.• Remote access configuration & troubleshooting, VPN, Secure ID & Outlook Web Access.• Hardware and Printer support.• Working in accordance to ITIL.• Liaising with server team and Applications team to resolve day-to-day faults.• Maintenance of hardware including liaison with any third party support contractors.• Support variety of desktop / laptop make Dell.• Supporting mobile devices such as Blackberry’s.• Assisting with the transition of new contacts into the service desk. (ETS)• Liaising with different support teams within Atos Origin as well as 3rd party vendors, i.e. BT, Vodafone, C&W, Phoenix, and SSL. Show less

• 

  Ricoh Business Solutions

  Oct 2009 - Oct 2012

  Service Desk Analyst

  • Logging and resolving faults as recorded on the help desk system, (Assyst) in accordance to SLA.• 1st /2nd line IT support for 5000+ end users across 38 sites • Liaising with different support teams within Ricoh and Ramsay Heathcare, as well as 3rd party• vendors, such as Carestream, Phoenix, Telstra and Velos• Adding new machine and printers to the domains.• Accessing Terminal Servers to complete session kills for specific software.• Supporting various Health Care applications such as Cambio Cosmic and Choose and Book. • Accessing File and Print servers to investigate printer problems including spooler and driver issues. • Supporting mobile devices such as blackberry’s and hand held scanners• Supporting Microsoft Outlook and Exchange Servers from access to Administration.• Accessing terminal servers and domain controlers to complete software installations. • Support for users remotely, using VNC and Bombgar• Supporting a variety of desktops and laptops.• Maintenance of hardware including liaison with any third party support contractors.• Password resets, account creations, OU modifications and access rights within Active Directory.• Supporting a number of different Operating systems including Windows XP, Windows Vista and Windows 7• Supporting Lotus Notes issues from access to administration.• Domino Server administration for resolving mail issues• Supporting various flight information applications such as Chroma, Indigo etc.• Support variety of desktops and laptops.• Installation and Un-installation of software through Altiris Deployment Console.• Password resets, account unlocks and group modifications within Active Directory.• Liaising with different support teams within Ricoh and Manchester Airport as well as 3rd party• vendors, i.e. FS Walker Hughes, M2 and T-mobile. Show less

• 

  INEOS ChlorVinyls

  Oct 2012 - May 2013

  IT Support Engineer

  Since joining Ineos on a contract basis back in October 2012, I have vastly improved my trouble shooting skills and knowledge of different IT systems on a broad scale. I have gained knowledge and performed tasks that were completely new to me with minimal problems. These have ranged from Laptop Builds and Images to Infrastructure Preparations and Implementations. I have also gained further knowledge of software including support of Windows 7 & XP and Microsoft Office Suites ranging from 2000 - 2010. I have also been working with Lotus Notes 8.5 and many databases within that have been created specifically for Ineos.Further Details of the role are as follows: • 1st – 3rd line support for 4000+ Users across 4 UK sites and multiple European sites• Laptop Hardware repairs ranging from Corrupt Startup Files to Screen replacements• Laptop/Desktop/Thin Client Configuration• Laptop Handovers and training for new users • Microsoft Office/Windows Upgrades for single users and across Citirix Environments• Lotus Notes Support from Database Administration to Client Configuration• InRas/RSA Token Support for remote access• Support of home users. • AD / Dameware knowledge – Password Resets, Permissions, Account Creations including home drives and profiles• Remote support via VNC and Dameware Utilities• Internet connection and configuration support including Proxy Settings/DNS support• Hardware Virus Scans and removal• Some Infrastructure Knowledge – Patching Ports, Back Ups • Back Ups via Tape Devices / Previous Versions (Shadow Copy)• Site Visit – Face to face support for hardware and software issues• Local Printer Support – Basic cleaning, Paper Jams, Tonners. • Acquiring correct drivers and installing printer for local printers• Setup of Network Printers scan to email/network drive facilities• Mapping Network Drives/Printers• 3rd Party Liasing – NG Baileys (Telecoms) BT (Telecoms) Kelway (Printer Hardware Faults) Dell / HP (Laptops under warrenty) Show less

• 

  Four Seasons Healthcare

  May 2013 - Dec 2015

  Senior Technical Analyst

  Senior Technical Role reporting to Service Desk ManagerProviding 1st – 3rd line support for 2500+ usersWorking to ITIL FrameworkActive Directory AdministrationCitrix Administration, Application Support, ICA ConnectionsProject planning and implementation for Citrix XenApp upgrade (XA4.5 / XA6 / XA6.5) Citrix Group Policy ManagementAsset Management (SCCM 2012)VOIP Installation and Management (Cisco)Airwatch and Apple product support Blackberry Enterprise and product supportNetworking with TCP/IP protocols, LAN /WAN, Cloud, WiFi SupportMicrosoft Office 2007-2013Microsoft Exchange 2013 AdministrationMigration of users from 2010 – 2013 exchangeNetwork Printing support including creation of print queues and policies Remote support for home users using VPN (Cisco Anyconnect)Email filter administrationWriting of new procedures to share knowledge gained via SharePoint3rd Party Liaising – Infinity (Telecoms), Arc Services (Field Engineers), Orchard (Printer Hardware Faults), HP (Laptops / Printers under warranty)Leadership / Supervisor responsibilities including: Coaching new and existing team membersDaily Statistics and call focusCompleting InvoicesEscalation Management Show less

• 

  PHOENIX Medical Supplies Ltd

  Dec 2015 - now

  • Project & Programme Manager

    Oct 2021 - now

  • Project Change Analyst

    Jun 2018 - Oct 2021

  • IT Support Analyst

    Dec 2015 - Jul 2018