SmartFocus February 2017 - at PresentIn February 2017, I was promoted to Service Desk Lead, heading up my own team of support engineers. It’s my responsibility to ensure that all IT systems work smoothly across the business. I personally oversee software migrations and am responsible for application deployment throughout the business and making sure the security of our in-house hardware and devices meets industry security standards.
As the team lead I provide support and share knowledge to my team on best practices for the integration and administration of Active Directory, SCCM and Office 365 .
It's my responsibility to categorize calls and issues and log them in our internal ticket system, JIRA.
IT Support Consultant
SmartFocus April 2015 - February 2017Providing 1st/2nd Line technical support; answering support queries via ticketing system, phone, and email or at site to Windows or Mac based systems and the respective hardware and applications in use on the clients. Office 365 migration. Traveling on request.
1st/2nd Line Team Member
Olympus Academy Trust November 2014 - December 2014supporting two sites; Bradley Stoke and Abbeywood Community Schools based on Windows 8.1 systems.
Support Team Member
Cardiff University February 2014 - May 2014Support Team Member giving support in a migration of Lotus Notes server to Microsoft Office 365 project. Installing and setting up new programs also giving support and teaching to users about new systems as customer service.