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desktop support / service desk engineer
Martin Bray (Contractor may consider permanent)
,
Hornchurch, United Kingdom
Experience
Other titles
Skills
I'm offering
A Desktop Support Engineer / 2nd Line Support with over 10+ years' commercial experience in supporting between 250- 3000 internal end-users from entrance level to VIP personnel within the Marketing, Market Research, Legal & IT Sectors. Possesses strong problem solving skills and analytical approach, which have ensured effective issue resolution and timely delivery within SLAs. A collaborative team player with experience of working with a team spread throughout the UK, capable of building team and client relationships whilst liaising effectively across the business. Experienced in supporting users at all levels of seniority, including VIP users which has led to meeting quality expectations of all clients. SC Cleared. Seeks contract work being available at short notice for both interviews and starts for most locations within London
Markets
United Kingdom
Links for more
Once you have created a company account and a job, you can access the profiles links.
Language
English
Fluently
Ready for
Available
My experience
2019 - 2019
job
desktop support team assisting with any issues
Simon and Schuster.
for 150 users.
Based in Chancery Lane.
Responsibilities
• Deal with staff queries via email and in person.
• Assist with setting up of meeting rooms
• Requesting new user account setups.
• DEALING WITH MAC AND WINDOWS ISSUES
Based in Chancery Lane.
Responsibilities
• Deal with staff queries via email and in person.
• Assist with setting up of meeting rooms
• Requesting new user account setups.
• DEALING WITH MAC AND WINDOWS ISSUES
Mac, Windows, Support, UP
2017 - 2018
job
Tech
Cabinet Office.
(SC Cleared role)
May 2017 - April 2018
Employed to be part of the service desk team assisting with BAU operations for between 5000-7000 users.
working 9 - 5:30 Monday to Friday (Key working hours). Assisting where needed including on the Tech bar but primarily based in the build room.
Responsibilities
● Handle staff queries face to face and via email at all levels using Jira call management system.
● Resolving faults and issues on macs and pc's.
● Resolving issues with the google range of products.
● Making account changes as needed in active directory.
● Configuring both and Android and Apple Iphone.
● Building Laptops both windows/macs for new starters and replacing/rebuilding faulty laptops. Using Win 8.1 & Windows 10. This includes liaising with the build team when issues occurred with the build.
● Assisting asset manager with deliveries of kit and tagging of equipment.
Technical Snapshot: Windows 8.1, Windows 10, Mac OS. Android, IOS. Iphones. Active Directory. Google Suite. SCCM.
May 2017 - April 2018
Employed to be part of the service desk team assisting with BAU operations for between 5000-7000 users.
working 9 - 5:30 Monday to Friday (Key working hours). Assisting where needed including on the Tech bar but primarily based in the build room.
Responsibilities
● Handle staff queries face to face and via email at all levels using Jira call management system.
● Resolving faults and issues on macs and pc's.
● Resolving issues with the google range of products.
● Making account changes as needed in active directory.
● Configuring both and Android and Apple Iphone.
● Building Laptops both windows/macs for new starters and replacing/rebuilding faulty laptops. Using Win 8.1 & Windows 10. This includes liaising with the build team when issues occurred with the build.
● Assisting asset manager with deliveries of kit and tagging of equipment.
Technical Snapshot: Windows 8.1, Windows 10, Mac OS. Android, IOS. Iphones. Active Directory. Google Suite. SCCM.
IOS, Android, Jira, Operations, Active Directory, Management, Mac, Windows, Service, Google, PC, Manager
2016 - 2016
temp
Employed to assist the onsite I.T. person
Solmar Finance.
with issues relating to a VIP user after being migrated from Windows 7 to Windows 10.
Windows
2010 - 2016
job
IT Desktop Support Engineer
IBM.
for a WPP client, Millward Brown & Kantar Retail, supporting approximately 250 staff across 2 companies, previously part of a team covering a number of sites across London on a rota basis before being asked to cover this site permanently.
Responsibilities:
• Handle staff queries via email, phone or face to face, at all levels from receptionist to the global CEO using ITSM or ServiceNow within an ITIL framework
• Respond to new starter requests, check if the Active Directory account information was correct
• Build and configure new starter PC's using SCCM and MDT and install Cisco Phone equipment on the desk
• Hardware and software installation and support, including Windows 7 Pro, Office 2016/365/2013/2010/2003/XP, any bespoke software needed, Avaya IP Phones, docking stations, monitors and monitor stands, installing Memory, Graphics Cards, Network Cards, Basic Mac OSX Troubleshooting and installing Cisco VPN software.
• Maintenance of Dell desktops, Dell Laptop including running a defrag, installing Windows updates, updating the Sophos antivirus definitions, upgrading the Memory, installing additional hardware.
• Perform maintenance on the Xerox printers using the built in tools and liaising with the external support company when there are issues with the Equitrac follow me System
• Arrange I.T. Maintenance work, i.e. UPS replacement, Cisco network switch upgrades maintain and upgrade Blackberry's using the Blackberry desktop management software
• Blackberry BES (Blackberry Enterprise Server) Issues.
• Configure and set up mobile devices: Blackberry Android Phones, iPhone's and Android Tablets
• Configure and connect Cisco IP phones; both desk and conference phones
• Manage the WLS Door Card system resolving any issues within the SQL database as well as assisting reception to connect to the WLS server
• Meeting room IT facility management. Help users to output presentations to the projectors / TVs assisting with the use of conference phones, including dealing with issues with the Evoko booking system. Help users and guests to configure their laptops or mobiles devices to use the guest Wi-Fi network.
• Assist with Internal Office moves within and outside of business hours. This included moving any IT equipment from users old desk to their new desk and ensuring everything was working.
• Perform basic server maintenance on Windows 2008 / 2003 Server, rebooting it when requested by the server support team as well as resolving any start-up issues with the server
• Assist the viewing studios with any A/V issues, ensuring users can perform presentations on the screen and helping out with any issues with their ADSL lines for their internet recording systems
Achievements
• Successfully led the Windows XP to Windows 7 upgrade project for the site, which included managing and scheduling the upgrades. This was completed on time and to budget despite difficulties.
• Improved the building of laptops and desktops on site and cut down the build time from 8 hours+ to 4 hours by installing a new SCCM distribution point and setting up a build area in the comms room
• Improved the relationship between IT and other departments by liaising with PA's and EA's of each department and keeping them informed of progress of issues. Previously users had a ineffective relationship with IT which was causing them not to follow procedures, thus leading to delays in issue resolution
• Volunteered to take ownership of the bespoke Evoko meeting room booking system which officially was not supported by IT. Resolved all related issues by liaising with the manufacturers and internal messaging team. This enabled staff to reliably book external and internal meetings.
Technical snapshot: Windows 2008 / 2003 Server, Windows 7 Pro, Windows XP Pro, Mac OSX, iOS, Android, iPad, Tablets, Blackberries, MDT, SCCM, EVOKO, Sophos Safeguard, Sophos Antivirus, ADSL, Wireless Routers. Office moves. Citrix, Cisco VPN. UPS, WLS Door card systems. Visio, UPS, EQUITRAC, Office 2016 / 365/ 2013 /2010 /2003 , Active Directory
Responsibilities:
• Handle staff queries via email, phone or face to face, at all levels from receptionist to the global CEO using ITSM or ServiceNow within an ITIL framework
• Respond to new starter requests, check if the Active Directory account information was correct
• Build and configure new starter PC's using SCCM and MDT and install Cisco Phone equipment on the desk
• Hardware and software installation and support, including Windows 7 Pro, Office 2016/365/2013/2010/2003/XP, any bespoke software needed, Avaya IP Phones, docking stations, monitors and monitor stands, installing Memory, Graphics Cards, Network Cards, Basic Mac OSX Troubleshooting and installing Cisco VPN software.
• Maintenance of Dell desktops, Dell Laptop including running a defrag, installing Windows updates, updating the Sophos antivirus definitions, upgrading the Memory, installing additional hardware.
• Perform maintenance on the Xerox printers using the built in tools and liaising with the external support company when there are issues with the Equitrac follow me System
• Arrange I.T. Maintenance work, i.e. UPS replacement, Cisco network switch upgrades maintain and upgrade Blackberry's using the Blackberry desktop management software
• Blackberry BES (Blackberry Enterprise Server) Issues.
• Configure and set up mobile devices: Blackberry Android Phones, iPhone's and Android Tablets
• Configure and connect Cisco IP phones; both desk and conference phones
• Manage the WLS Door Card system resolving any issues within the SQL database as well as assisting reception to connect to the WLS server
• Meeting room IT facility management. Help users to output presentations to the projectors / TVs assisting with the use of conference phones, including dealing with issues with the Evoko booking system. Help users and guests to configure their laptops or mobiles devices to use the guest Wi-Fi network.
• Assist with Internal Office moves within and outside of business hours. This included moving any IT equipment from users old desk to their new desk and ensuring everything was working.
• Perform basic server maintenance on Windows 2008 / 2003 Server, rebooting it when requested by the server support team as well as resolving any start-up issues with the server
• Assist the viewing studios with any A/V issues, ensuring users can perform presentations on the screen and helping out with any issues with their ADSL lines for their internet recording systems
Achievements
• Successfully led the Windows XP to Windows 7 upgrade project for the site, which included managing and scheduling the upgrades. This was completed on time and to budget despite difficulties.
• Improved the building of laptops and desktops on site and cut down the build time from 8 hours+ to 4 hours by installing a new SCCM distribution point and setting up a build area in the comms room
• Improved the relationship between IT and other departments by liaising with PA's and EA's of each department and keeping them informed of progress of issues. Previously users had a ineffective relationship with IT which was causing them not to follow procedures, thus leading to delays in issue resolution
• Volunteered to take ownership of the bespoke Evoko meeting room booking system which officially was not supported by IT. Resolved all related issues by liaising with the manufacturers and internal messaging team. This enabled staff to reliably book external and internal meetings.
Technical snapshot: Windows 2008 / 2003 Server, Windows 7 Pro, Windows XP Pro, Mac OSX, iOS, Android, iPad, Tablets, Blackberries, MDT, SCCM, EVOKO, Sophos Safeguard, Sophos Antivirus, ADSL, Wireless Routers. Office moves. Citrix, Cisco VPN. UPS, WLS Door card systems. Visio, UPS, EQUITRAC, Office 2016 / 365/ 2013 /2010 /2003 , Active Directory
Booking, Hardware, Ceo, ServiceNow, Office, Software, Internet, Server, Facility management, PC, Support, Osx, Enterprise, XP, Framework, UP, ON, LED, ME, Basic, Management, IOS, Android, Retail, Budget, ITIL, Active Directory, Receptionist, Cisco, Database, Sql, Mac, Visio, Windows, Network, Citrix, Wireless, Reception, It
2001 - 2010
job
IT Desktop Support Engineer
Claranet.
UK
A London based provider of internet connections and web hosting to home and business users, offering the option of having customised hosting solutions.
Employed as an IT Desktop Support Engineer. Progressed from working as a shared web hosting support engineer to becoming the sole adsl faults management agent to working as a third line support engineer before promotion to the IT Desktop Support Team. The team consisted of 3 people supporting 250 staff, on call 24/7, helping to maintain internal IT infrastructure across 3 sites.
Responsibilities:
● Handle staff queries via email, phone or face to face, at all levels from receptionist to the global CEO using ITSM and Servicenow
● Hardware and software installation and support, including Windows 7 Pro, Office 2010 / 2003/ XP Goldmine, Navision, Avaya IP Phones, docking stations, monitors Hardware
● Managed new starter requests, build and configure PCs using NORTON GHOST and installing Avaya Phone equipment on the desk. Create staff logins and Active Directory accounts
● Maintenance of HP / DELL desktops, servers, laptops and printers
● Arrange IT Maintenance work, i.e. UPS replacement, Cisco network switch upgrades, network drive maintenance, server patching, McAfee anti-virus scans
● Maintain and upgrade Blackberry phones using the Blackberry desktop software
● Deal with Blackberry BES Issues. I.e. users emails not synching or calendars not working
● Maintain and manage Active Directory, Group Policy Objects, OU's and Permissions
● General administration duties including Exchange 2003 mailbox administration
● Run a weekly disk defragmentation on servers and desktops
● Install & Support Avaya IP phones, both desk and conference phones
● Door Card system, create staff door cards and configure building access rights
● Meeting room I.T. facility management, helping users to output presentations to the projectors / TVs assisting with the use of conference phones. Helping users and guests to configure their laptops or mobiles devices to use the guest Wi-Fi network.
● Assist with Internal Office moves within and outside of business hours. This included moving any IT equipment from users old desk to their new desk and ensuring everything was fully working
● Perform basic server maintenance Windows 2008 / 2003 Server including running a defrag, installing Windows updates, updating the MacAfee antivirus definitions, upgrading the Memory, installing additional Network Cards, Power Supplies, Graphics Cards.
● Build Windows 2008 Database Servers
● Assist with Avaya Phone Switch maintenance including deleting old phone extensions, deleting hunt groups and ensuring users are assigned a voicemail box
● Configure VLANs on Cisco network switches
● Resolve issues with Roaming Profiles including issues where the profiles could be corrupted and a new one needs to be created or where the profiles are to large so it does not synchronise across the network.
Achievements
● Was asked to work with the Managed Applications Team to design an upgraded network storage drive, going from a 500GB Desktop Storage drive to a Redundant 10TB Storage Array. The array was spread across multiple sites. This prevented data loss and ensured data was fully backed up.
● Due to the ability to ensure user buy-in and effective scheduling abilities, asked to assist with the Windows XP to Windows 7 upgrade project, managing and liaising with users to fit in with their scheduling to get the project completed on time.
● Became the sole engineer and an expert to be responsible for the Reception Avaya phone switch console and database server. This ensured all related issues were dealt with effectively.
Technical snapshot: Windows 2003 Server, 2008 Server, Windows XP Pro, Windows 7 Pro, Blackberries. MacAfee Antivirus, ADSL, SDSL, Leased Line, Wireless Routers. Office moves. Cisco VPN. UPS, Visio, UPS, Office 2010 / 2003 / XP Cisco Routers & Switches. Active Directory.
A London based provider of internet connections and web hosting to home and business users, offering the option of having customised hosting solutions.
Employed as an IT Desktop Support Engineer. Progressed from working as a shared web hosting support engineer to becoming the sole adsl faults management agent to working as a third line support engineer before promotion to the IT Desktop Support Team. The team consisted of 3 people supporting 250 staff, on call 24/7, helping to maintain internal IT infrastructure across 3 sites.
Responsibilities:
● Handle staff queries via email, phone or face to face, at all levels from receptionist to the global CEO using ITSM and Servicenow
● Hardware and software installation and support, including Windows 7 Pro, Office 2010 / 2003/ XP Goldmine, Navision, Avaya IP Phones, docking stations, monitors Hardware
● Managed new starter requests, build and configure PCs using NORTON GHOST and installing Avaya Phone equipment on the desk. Create staff logins and Active Directory accounts
● Maintenance of HP / DELL desktops, servers, laptops and printers
● Arrange IT Maintenance work, i.e. UPS replacement, Cisco network switch upgrades, network drive maintenance, server patching, McAfee anti-virus scans
● Maintain and upgrade Blackberry phones using the Blackberry desktop software
● Deal with Blackberry BES Issues. I.e. users emails not synching or calendars not working
● Maintain and manage Active Directory, Group Policy Objects, OU's and Permissions
● General administration duties including Exchange 2003 mailbox administration
● Run a weekly disk defragmentation on servers and desktops
● Install & Support Avaya IP phones, both desk and conference phones
● Door Card system, create staff door cards and configure building access rights
● Meeting room I.T. facility management, helping users to output presentations to the projectors / TVs assisting with the use of conference phones. Helping users and guests to configure their laptops or mobiles devices to use the guest Wi-Fi network.
● Assist with Internal Office moves within and outside of business hours. This included moving any IT equipment from users old desk to their new desk and ensuring everything was fully working
● Perform basic server maintenance Windows 2008 / 2003 Server including running a defrag, installing Windows updates, updating the MacAfee antivirus definitions, upgrading the Memory, installing additional Network Cards, Power Supplies, Graphics Cards.
● Build Windows 2008 Database Servers
● Assist with Avaya Phone Switch maintenance including deleting old phone extensions, deleting hunt groups and ensuring users are assigned a voicemail box
● Configure VLANs on Cisco network switches
● Resolve issues with Roaming Profiles including issues where the profiles could be corrupted and a new one needs to be created or where the profiles are to large so it does not synchronise across the network.
Achievements
● Was asked to work with the Managed Applications Team to design an upgraded network storage drive, going from a 500GB Desktop Storage drive to a Redundant 10TB Storage Array. The array was spread across multiple sites. This prevented data loss and ensured data was fully backed up.
● Due to the ability to ensure user buy-in and effective scheduling abilities, asked to assist with the Windows XP to Windows 7 upgrade project, managing and liaising with users to fit in with their scheduling to get the project completed on time.
● Became the sole engineer and an expert to be responsible for the Reception Avaya phone switch console and database server. This ensured all related issues were dealt with effectively.
Technical snapshot: Windows 2003 Server, 2008 Server, Windows XP Pro, Windows 7 Pro, Blackberries. MacAfee Antivirus, ADSL, SDSL, Leased Line, Wireless Routers. Office moves. Cisco VPN. UPS, Visio, UPS, Office 2010 / 2003 / XP Cisco Routers & Switches. Active Directory.
Web, Hardware, Infrastructure, Ceo, ServiceNow, Office, Software, Storage, Internet, Support, Server, Facility management, Power, Database server, XP, UP, Agent, Basic, Management, Administration, Active Directory, Exchange, Receptionist, Cisco, Database, It infrastructure, Navision, Design, Visio, Windows, Network, Wireless, Reception, It, Hosting
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