Martin Bogan

Experience

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  SAIC

  Nov 2006 - Jan 2008

  Service Desk Analyst

  • Respond to user queries received via phone, email and web• Resolving and where necessary escalate incidents and assign to relevant second line Support team and third party support teams.• Resolving incidents assigned to the Helpdesk using a variety of resources (Websites, personal knowledge and training)• Troubleshooting of Network and LAN issues• Development and distribution of procedures for resolving incidents• Incident management – Investigating incidents that have been assigned to incorrect support teams and assigning to correct support teams Show less

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  A&E Russell Ltd

  Jan 2008 - Oct 2008

  IT Assistant

  • Installation and configuration of new PC’s ,telephones, printers & Configuring thin client terminals for use on terminal services.• Resolving hardware/application incidents using a variety of resources (Websites, personal knowledge and training)• Administration of user accounts• Troubleshooting of Network and LAN issues

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  MITIE

  Oct 2008 - Oct 2013

  2nd Line IT Service Desk Analyst

  Working within a team of Service Desk analysts, to provide remote 2nd line support to MITIE employees across the UK. Responsibilities include:• Provide excellent customer service keeping the customer informed of progress of the ticket to completion.• Blackberry Enterprise Server Admin, Blackberry / PDA device support.• Server 2003/2008 admin.• Exchange 2007/2010 admin.• Remote Hardware fault diagnosis.• Manage and resolve problems at 2nd line covering Windows XP/Windows 7, GPRS/3G, VPN, Microsoft Office 2003-2010, DNS, TCP/IP.• Remote support and fault resolution using Remote Assistance, SCCM Remote Control, Remote Desktop and VNC.• Citrix client support.• Domain Administration using Active Directory, maintaining an accurate and organised domain. User account creation and maintaining file security by means of access security groups.• Logging and updating service calls via Marval IT Service Management system. • Troubleshoot and resolve remote connection issues (VPN, Vodafone Mobile Broadband).• Network troubleshooting and liaising with 3rd party suppliers (Cable&Wireless) Show less

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  National Australia Group

  Nov 2013 - Jul 2015

  Desktop Support Engineer

  Responsible for the delivery of specialist technical knowledge within the 2nd/3rd line teams of National Australia Group.

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  Hewlett-Packard

  Jul 2015 - Aug 2016

  SC Technology Consultant

  Working as part of the 4th line EUD team responsible for implementing and testing a Windows 10 deployment across a multi-platform environment, required to build servers and configure virtual environments as well as producing relevant technical documentation detailing all work carried out for the testing team. Technical support for the project teams involved and seeing through changes from the end to end lifecycle.

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  ISYS COMPUTER SERVICES LIMITED

  Aug 2016 - now

  Technical Support Specialist

  Contract role supporting approx. 13K laptop/desktop users for VirginMoney/CYBG across Windows 7 & Windows 10.Remote support and fault resolution using Remote Assistance, SCCM Remote Control, Remote Desktop and VNC.Troubleshooting SCCM Software deployments and APP-V application installs and communicating any findings with packaging team. Support of Windows 7 and Windows 10, Microsoft Office 2010 and O365 software suites.Support of various banking business applications.On Desk Remote Rebuild of client machines using Intel AMT to connect and Microsoft SCCM 2012 for operating system and application deployment.Laptop/Desktop builds for new employees and receiving and returning devices to stock from leavers.Liaising with 3rd party providers for machine swapouts and providing user support to ensure all applications and data are restored when devices have been swapped out. ServiceNow - Prioritising and managing call assignments across the team and assisting in any training required. Show less