Experience

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  London borough of lambeth

  Sept 2004 - Nov 2005

  Network admin

  · Windows Active Directory2003 User Management and Microsoft Exchange© Server 5.5: setting up user/E-mail accounts, Users Areas, login scripts, Network printers.· Maintaining 26 Server Windows 2000© Environment within L.I.T team dealing with request, queries and complains from over 4000+ council members of Staff.· Auditing and installing Client hardware and software (Hardware/Software Upgrades)· Daily Backup, Disaster Recovery (Veritas© Backup, NT Backup, Norton Ghost©, PCAnywhere©).· Managing and administering network profiles.· Common administrative tasks.· Liaising with engineers and management providing on going support and relevant information to enable early and accurate project completion. Show less

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  The utility warehouse discount club / telecom plus plc - authorised distributor

  Oct 2013 - Feb 2015

  Customer technical support analyst

  · PC/Mobile/Mac Email Configuration, support and solutions (Remote Access using WebEx, Outlook configuration, Blackberry configuration).· BT’s network and infrastructure as well as IP Stream, SMPF, LLU (local loop unbundling), Landline, Mobile & VOIP services.· Landline and Broadband fault finding, Troubleshooting and support. · Opal system support, BT strategic Imperatives fault testing and reporting. · Email support of e-mail clients such as Outlook, Outlook Express, Mac Mail, Windows Mail, Android and IOS for our customers and partners.· Samsung Tablet support email configuration and support.· Certified Samsung Product Specialist. · Advise for the individual or small organization. Show less

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  Apple

  Dec 2014 - Apr 2015

  Apple specialist

  · Guiding small groups to learn or helping individual’s complete projects using Apple Software/Hardware.· Use your presentation skills to act as a facilitator, helping users get set up, get trained and get going, taking the time to understand what each user hopes to achieve or learn.· Teach to each user’s individual skill level, maximize his or her understanding and own time. · Ability to assess customers' support needs, then provide relevant hardware/software solutions.· Strong Grasp and Background in different technical specialties and skill sets.· Ability to learn and implement changing and emerging technologies. Show less

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  Parliamentary digital service

  Apr 2015 - May 2022

  · Providing direct Support to MP and Peers in the House of commons and Lords.· Windows 10 rollout support, deployment, enrolment and administration.· Windows Office 365 administration, device management, whitelisting using ISE.· Apple Mac handover, management and administration using Jamf/Casper · Intune Enrolment, Management and P· Provides first- and second-line support, takes ownership, and follows agreed procedures in receiving and correctly logging, assigning and updating incidents and requests for service · Applies excellent analytical and technical skills to systematically troubleshoot and resolve incidents relating to hardware and software, providing workarounds where timely fixes are not possible· Provides support for the introduction, change and removal of services (through projects and business-as-usual) and works with the online services team to create & amend customer-facing (and internal) knowledge base and self-sufficiency material · Contributes actively to Continual Service Improvement, including identifying trends in patterns of incidents and utilising problem management to drive down incident volumes identifying trends in requests, and documenting recommendations for more efficient or effective self-service / automation / request fulfilment.· Intune Show less · Service Desk Analysts provides a key role within the Operations and Member Services directorate of the Houses of Parliament. They provide high quality customer advice and support via telephone, email and face-to-face, including floor-walking. · Combining strong advisory skills with good business and technical skills, Customer Advice & Support Officers undertake a broad range of work in a variety of environments in order to deliver Parliamentary ICT’s first-class Customer Advice and Support service. · The role requires initiative and discretion, and sustained performance at competency level 3. · Provides excellent, professional, frontline customer service through the provision of ICT advice and support at the Parliamentary ICT Service Desk/in the Commons Members Centre and PICT Local drop-in center and users’ places of work.· Combines good business and technical knowledge to understand customers’ issues and needs within the context of Parliamentary business, and thus provides appropriate advice and support to customers on ICT matters. Show less

  • Senior Support Analyst

    Apr 2016 - May 2022

  • Support Analyst

    Apr 2015 - Mar 2016
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  Paramount pictures

  May 2022 - Dec 2022

  Desktop support engineer

  • Windows 10 support, deployment, enrolment, and administration.• Windows Office 365 administration, device management, whitelisting using ISE.• Apple Mac handover, management and administration using Jamf/Casper.• DEP Intune Enrolment, Endpoint Management, and support.• 2nd Line support, Windows 10 rollout, Hardware refresh and Disposal• Key stake-holder support• Create network accounts using Active Directory• Setting up / troubleshooting MS Teams/ VPN /direct Access for staff and students to work online efficiently.• 110 users to support in the London office, some remote support for European offices (Paris, Munich & Madrid at around 30 users each).• Patching and troubleshooting faulty network ports• Installing and setup printers /scanners.• Troubleshooting Email accounts / OneDrive /SharePoint access on Azure Admin console. Show less

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  Prime video & amazon studios

  Jan 2023 - Oct 2023

  2nd line desktop support engineer

  · Technical Support to a diverse user base, working with corporate and creative teams in the Film industry. · 70/30 Mac and Windows environment with servers hosted in AWS. Ensuring minimal downtime, strict data security policies are maintained. · Patching and troubleshooting faulty network ports· Installing and setup printers /scanners· Troubleshooting Email accounts / OneDrive /SharePoint access on Azure Admin console.· Develop and maintain working documentation/Knowledge base. · Troubleshooting and diagnosing A/V issues on set, connectivity, backups and recovery of data. Show less

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  The design museum

  Nov 2023 - Jul 2024

  2nd line support analyst

  • Microsoft Intune OS/software deployment and device management.• Windows 11 deployment, enrolment, administration and support. • Microsoft Autopilot config/deployment and support. • Microsoft SharePoint, Teams and OneDrive administration and support. • MS Office 365 administration, Exchange Email management, SharePoint administration/management.• Apple Mac Management Jamf/Casper administration and management.• DEP Intune Enrolment, Endpoint Management, and support.• 2nd Line support, Windows 10 rollout, Hardware refresh and Disposal• Key stake-holder support• Setting up/troubleshooting MS Teams/VPN/direct Access for staff to work efficiently from home.• Patching and troubleshooting faulty network ports• Installing and setup printers /scanners. Show less

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  Acrisure

  May 2024 - now

  Service desk technician