Continuation of second-line support tasks, with the addition of site delivery tasks:
Set up & maintain project site environments - switch/WAP configuration, Mitel phone installation, documentation. Remove IT infrastructure equipment at close of project.
Windows XP, Windows Vista, Windows 7
Server 2000, Server 2003, Server 2008
Norton Ghost, Acronis Backup & Restore, SCCM Images
HP Procurve Switches
Cisco Aironet, Aruba IAP WAPs
HP server hardware
IT BAU Second Line Support Technician
November 2010 – May 2011
Providing second-line (field) support to users across southern UK.
Windows XP, Server 2000, Server 2003
Backup Exec 2010
CA Arcserve Backup
Mitel - Hot Desk user configuration, Ring Groups, Pickup Groups etc (SME - Provided training to colleagues and other teams plus end-user training)
IT Service Desk Analyst
January 2009 – November 2010
First-line telephone and e-mail support for approx 3,000 users across European hub.
Worked with Windows XP, Server 2000, Server 2003
Took on responsibility for Mitel ACD/IVR system, later expanded to a general Hot Desk system for all end-users - responsible for management of Service Desk system and day-to-day administration of the Hot Desk user accounts.
Blackberry (BES) user administration & device support
IT Procurement Officer
September 2008 – January 2009
Contract position to provide maternity cover.
Responsible for all IT-related day-to-day procurement tasks for the European hub.
Provided assistance in basic hardware troubleshooting and raising warranty calls with hardware manufacturers.
Responding to end-user enquiries in relation to IT hardware/software purchase.
The Technology Partnership
January 2008 – June 2008
Initially a 3-month contract, extended to 6 months.
General end-user IT support tasks/troubleshooting - Windows 2000/Windows XP
Re-imaging of machines - Norton Ghost
Small team of 3 permanent staff plus myself responsible for all IT issues across approximately 500 users.