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Senior
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Desktop & Remote Support specialist
Emmanuel Osunsanya
,
Aveley, United Kingdom
Experience
Other titles
Skills
I'm offering
Microsoft & Comptia certified IT Desktop professional & Computer Science Graduate with experience in support for Windows, Office 365, Desktop and laptop hardware.
My aim to deliver the best possible customer service for all your IT & technical requirements. Available to provide technical guidance, assistance, coordination and follow-up on customer questions.
This includes resolving various service issues, including troubleshooting and repairing network connectivity issues, hardware and display failures, and printer problems as well security related issue with successful virus detection and removal.
Supported mobile devices, including personal and work issued iPads, iPhones, Android phones + tablets.
Establishing customer/caller relations using excellent communication & interpersonal skills on a daily basis with highly demanding users. Contacting customers regarding repair status, soliciting additional information, and provided work estimates to keeps users updated on current issues.
My aim to deliver the best possible customer service for all your IT & technical requirements. Available to provide technical guidance, assistance, coordination and follow-up on customer questions.
This includes resolving various service issues, including troubleshooting and repairing network connectivity issues, hardware and display failures, and printer problems as well security related issue with successful virus detection and removal.
Supported mobile devices, including personal and work issued iPads, iPhones, Android phones + tablets.
Establishing customer/caller relations using excellent communication & interpersonal skills on a daily basis with highly demanding users. Contacting customers regarding repair status, soliciting additional information, and provided work estimates to keeps users updated on current issues.
Markets
United States
(Remote
only)
United Kingdom
Industries
Language
English
Fluently
Ready for
Ongoing relation / part-time
Available
My experience
2019 - ?
job
IT Service Desk Analyst
Farrer & Co LLP, 66 Lincoln Inn Fields.
WC2A 3LH
• Being the 'face of IT' by responding to customer requests in a timely and professional manner as well as taking ownership of issues to deliver high levels of problem-solving for a wide range of software and hardware, within a 20+ member team requiring strong interpersonal skills.
• Administrating accounts in Exchange online, Microsoft Azure & Active Directory, Intune MDM, and Microsoft Systems Centre Configuration Manager for software deployment.
• Supporting NetDocuments document management system, Digital dictation (BigHand), InterAction CRM, IRIS Laserforms software &Citrix XenApp 6.5 for remote access as well as configuring and supporting Apple iPhones and iPads devices for solicitors and attorneys as well as Mitel VoIP telephony for all staff.
• Environment where learning new skills quickly is critical, in addition to requiring high attention to detail and organisational skills to prioritise workload and accurately log all support incidents.
• Confident when approaching technical issues with good communication skills by having approachable, flexible, and friendly manner with all 600 users.
• Ability to work under pressure and deal with demanding and sometimes difficult and demanding customers with high levels of detail when logging all support incident.
• Being the 'face of IT' by responding to customer requests in a timely and professional manner as well as taking ownership of issues to deliver high levels of problem-solving for a wide range of software and hardware, within a 20+ member team requiring strong interpersonal skills.
• Administrating accounts in Exchange online, Microsoft Azure & Active Directory, Intune MDM, and Microsoft Systems Centre Configuration Manager for software deployment.
• Supporting NetDocuments document management system, Digital dictation (BigHand), InterAction CRM, IRIS Laserforms software &Citrix XenApp 6.5 for remote access as well as configuring and supporting Apple iPhones and iPads devices for solicitors and attorneys as well as Mitel VoIP telephony for all staff.
• Environment where learning new skills quickly is critical, in addition to requiring high attention to detail and organisational skills to prioritise workload and accurately log all support incidents.
• Confident when approaching technical issues with good communication skills by having approachable, flexible, and friendly manner with all 600 users.
• Ability to work under pressure and deal with demanding and sometimes difficult and demanding customers with high levels of detail when logging all support incident.
Voip, Manager, Online, Detail, Software, Hardware, Analyst, Support, It, CRM, Service, Citrix, Management, Deployment, Microsoft azure, Exchange, Active Directory, Azure
2011 - 2019
job
IT Support Assistant
EIP Partnership LLP.
• Responsible for handling 1st and 2nd line queries in a 5 member IT team supporting 120 users in offices based in the UK, Germany & San Diego, as well as updating documentation of new systems or processes.
• Troubleshooting Office 365, web-based document management system Hardware, A/V equipment and mobile support requiring the ability to find flexible solutions under pressure, sometimes out of hours.
• Configuring and supporting company issued and BYOD devices including iPhone and android devices. Deployed recent rollout of Microsoft Intune to increase the control and security of mobile devices.
• Responsible for video conferences with internal and external clients using Jabra wireless headsets and Polycom meeting phones as well as storage an maintenance of A/V equipment
• Deploying and configuring Dell hardware (Optiplex desktops and Latitude laptops) running Windows up to Windows 10 / Windows Server in addition to Apple MacBook pro laptops running Mac OSX versions 10.7 onwards, running office 365 with a VMware horizon client to allow windows based programs and environment to be accessed.
• Office 365 / AD administration via Azure sync and Skype for business software support, patent application software, cloud-based document management system (Nedocuments) and SharePoint.
• Configuration and rollout out of ticket management portal for end users and knowledgebase for members of the IT team via Sysaid. Working independently to complete issues through to resolution and as well as Windows server backups
• Troubleshooting Office 365, web-based document management system Hardware, A/V equipment and mobile support requiring the ability to find flexible solutions under pressure, sometimes out of hours.
• Configuring and supporting company issued and BYOD devices including iPhone and android devices. Deployed recent rollout of Microsoft Intune to increase the control and security of mobile devices.
• Responsible for video conferences with internal and external clients using Jabra wireless headsets and Polycom meeting phones as well as storage an maintenance of A/V equipment
• Deploying and configuring Dell hardware (Optiplex desktops and Latitude laptops) running Windows up to Windows 10 / Windows Server in addition to Apple MacBook pro laptops running Mac OSX versions 10.7 onwards, running office 365 with a VMware horizon client to allow windows based programs and environment to be accessed.
• Office 365 / AD administration via Azure sync and Skype for business software support, patent application software, cloud-based document management system (Nedocuments) and SharePoint.
• Configuration and rollout out of ticket management portal for end users and knowledgebase for members of the IT team via Sysaid. Working independently to complete issues through to resolution and as well as Windows server backups
It, UP, Portal, Processes, Osx, SAN, Server, Patent, Skype for business, Web, Storage, Software, Office, Hardware, Support, Administration, Security, Wireless, Windows, Windows server, Management, Mac, Cloud, VMware, SharePoint, Azure, Office 365, Video, It support, Android
2017 - 2017
freelance
Information Technology Activity Leader volunteer
Crisis UK charity.
• Helping to provide guests with IT based activities to broaden their computing skills and knowledge.
• Supporting and troubleshooting Citrix based thin clients running Office 2016, Google Chrome & Internet Explorer browsers as well as setting up cloud accounts and providing tutorials to users.
• Managing PC and IT equipment usage and resolving any potential conflicts calmly within a small team.
• Submitting tickets to Freshdesk website and liaising with external support to resolve issues.
• Supporting and troubleshooting Citrix based thin clients running Office 2016, Google Chrome & Internet Explorer browsers as well as setting up cloud accounts and providing tutorials to users.
• Managing PC and IT equipment usage and resolving any potential conflicts calmly within a small team.
• Submitting tickets to Freshdesk website and liaising with external support to resolve issues.
Cloud, Citrix, Technology, Website, It, Support, Office, Internet, Google, PC, UP
2006 - 2007
job
during degree sandwich Work Placement
EMA Textiles.
1st Line Technical and Desktop Support
• Working with the IT manager to support 60 Windows XP based users. Administration within Active Directory includes creating groups within Windows Server 2003 & 2008, troubleshooting network issues & configuring hardware as well as VPN connections, mobiles and laptops by providing remote support.
• Providing desktop support for Microsoft Office 2003, 2007 and Outlook 2010, Adobe Creative Suite 4, Internet explorer applications & Firefox. Responsible for small designer's network consisting of iOS iMacs, on a Windows 2003 server, installing an internet ADSL connection, multiple printers and Wacom tablets.
• Working with the IT manager to support 60 Windows XP based users. Administration within Active Directory includes creating groups within Windows Server 2003 & 2008, troubleshooting network issues & configuring hardware as well as VPN connections, mobiles and laptops by providing remote support.
• Providing desktop support for Microsoft Office 2003, 2007 and Outlook 2010, Adobe Creative Suite 4, Internet explorer applications & Firefox. Responsible for small designer's network consisting of iOS iMacs, on a Windows 2003 server, installing an internet ADSL connection, multiple printers and Wacom tablets.
Administration, IOS, Active Directory, Windows server, Windows, Network, Printers, It, Support, Adobe, Hardware, Office, Internet, Server, XP, Manager
2005 - 2006
job
Retail Assistant; DVD & Games
HMV UK.
Serving over 100 customers per day developed my ability to work within a fast paced and busy environment, as well as dealing with irate customers in a calm and diplomatic manner whilst maintaining a high level of customer service at all times. Explain technical aspects (graphics cards, minimum specs, direct X) and provide reviews to customers.
Retail, Customer service, Service
2003 - 2005
temp
Part Time Head of Kitchen
Lindley Catering Services, Tottenham FC Stadium.
• Responsible for managing kitchen in a 5-member team preparing match day food & drinks and ensuring food standards were adhered to. Making sure kitchen area is clean and ready for use, cooking food, as well as ensuring clean-up was correctly completed.
• Successfully learned and implementing kitchen area hygiene and health and safety practises (i.e. different chopping boards depending on food type when possible), resulted in increase in sales and our kitchen area as one of the most improved within the workforce.
• Successfully learned and implementing kitchen area hygiene and health and safety practises (i.e. different chopping boards depending on food type when possible), resulted in increase in sales and our kitchen area as one of the most improved within the workforce.
Sales, Safety, Health, UP
2001 - 2003
job
Travel Agent & Technical Support Assistant
DEBUK Travel Agency.
Trained new members of staff to use the Visual basic 6 based online booking system over an ISDN connection. Lotus Notes was used for communications with head office and other travel agencies in the UK. Between 30-50 calls made per day, including confirming passenger bookings with airlines.
Support, Office, Online, Booking, Agent, Basic
My education
University of Westminster
BSc, Computer Science
BSc, Computer Science
Bishop Stopfords School
BSc, Foundation Computing
BSc, Foundation Computing
n/a
Secondary, Economics
Secondary, Economics
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