Servicetechniker/in - IT

• Windows 7 Pro and 10, Office 2010 enviroment
• Point of contact in IT for business users and other stakeholders in context of active, IT delivered services.
• Facilitate resolutions to operational issues by engaging with business users, vendors and IT service providers
• Work closely with application vendors to improve application development, maintenance and updates to align with corporate policy, standards and Service level agreements (SLA) & expectations.
• Ensured that all work is logged on the Service Desk System, actioned progressed and documented with the relevant details and solutions within agreed SLA’s
• Support system administration activities to ensure system performance and availability
• Foster an agile service delivery by collecting, analyzing and summarizing process service issues and provide a relevant information to the Business Services delivery team.
• Support Business Services delivery team in efforts to procure and deliver relevant business services by understanding needs, conferring with users, studying systems, data usage and operational business processes.
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists
Remote desktop connectivity applications
• Facilitate regular and open communication between business users and IT department.
• Participate in project initiatives and team meetings by interacting and collaborating with team members as required.
• Served as an escalation point for more complex issues.
• Work with relevant project managers and other departments on larger systems integration projects
• Ongoing maintenance of Microsoft Security Patching using Ivanti for Desktops and Laptops across the business local and remote to sites
• Write technical, procedural and user training documentation on in house wiki and guide sheets
• Defined the technical skills that are necessary in the team to ensure backup in case of absence and ensured the continuous training to meet the objectives of competence and qua

• Dealing with incoming faults in a professional, courteous manner over the phone and via email
• Taking ownership of faults and managing them in a logical and methodical manner
• Correctly logging incidents and faults, categories and prioritizing them in line with team procedures
• Conducting full and through diagnostics with end users to enable first point of contact fault resolution
• Ensuring all faults are progressed & cleared within SLA escalating to other internal and external teams as appropriate
• Undertook tasks to research new or existing systems and the continuous improvement of new or existing systems.
• Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
• Diagnosing and resolving problems to the users satisfaction
• Engage with other sites as and when needed to support and collaborate on IT issues
• Maintain and develop own knowledge and skills to assist with first time fault resolution
• Identify and escalate repeat issues or service risks into service management teams
• Experience working with recognised application/service delivery processes and methodology
• Manage a number of scheduled tasks for users, designed to ensure that the users systems remain operational
• Provided staff training on hardware and software
• Support video conferencing meetings and corporate meetings audio visual system
• Ensure IT Manual documentation is kept up to date as well as any IT administration tasks and compliance to IT Policies and Procedures
• Work as part of a team to consistently achieve team targets
• Research, reproduce and lead support case resolution efforts for user software and technical issues
• Ensure network connectivity and patching
• Deploy new PC's, laptops, software and peripheral equipment
• Creating instructional videos for users
• Blackberry, Android & IOS support knowledge
• Log support calls with third-party vendors
• Deployment of win

• Rolled out Office 2010 – create install package, Installation and configuration and migrate users onto the domain
• Configured XP Pro - add to domain, create new account and transfer old account to new one, change PC name, map drives, add printers
• Migrated Internet mail accounts – Eudora, Windows live, Hotmail and export contact and Mail as PST
• Delete mail accounts on Alt N Mdaemon server pro 9.6.2
• MS Exchange Server 2010 - create new mail accounts
• Infrastructure of HP laptops and PC’s
• Servers running - Standard Windows Server 2008 R2
• Active Directory – reset passwords, change OU’s, add info about user
• Visnetic server – delete mail account and setup forwarding
• Proactivactively approached any issues faced, providing advice and positive resolutions.
• Worked closely with the project Central Team to ensure that users receive a prompt and efficient support service
• Managing client expectations and scope, and dealing with change requests
• Able to drive issue resolution through technical troubleshooting, escalation and management.
• Ensured quality standards were adhered to for any deliverables to the client.
• Effectively logged issues and ensured follow up and feedback with the end user
• Troubleshooted any user issues and resolved first and second line support incidents
• Carried out a range of floor-walking activities post-migration and ensured user issues are logged, resolved, and escalated when required
• Deployed Windows 7 based desktop and laptop devices and ensuring users can log-onto domain, print and access all agreed applications
• Supported the client during the pre- and post-deployment stage of the product deployment
• Provided a One 2 One service to each user when training was required

• Windows XP Pro, Windows 7 Pro, Office 2007 and 2003 enviroment
• Provided IT support services to staff, managment and remote users; installed, configured and performed troubleshooting for hardware and software issues.
• Installation and configuration of PC’s and Laptops via fresh install and Ghost
• Setting up Laptops for sales department for offsite presentations running SQL, LDAP and Eclipse
• Enrusing SLA agreements are met
• Fully supporting, configuring, maintaining, and upgrading corporate Hardware
• Support and administer third-party applications
• Installation and configuration of Hardware for PC and laptops
• Setting up and configuring laptops for offsite users
• Ability to support senior management and directors on desktop and connectivity issues
• Maintain asset register for all IT assets on the site.
• Overseeing the running of the Helpdesk
• Assists users in making more effective use of desktop systems, products and services. Makes initial diagnosis of any problems and advises known solutions where applicable.
• Leading and mentoring more junior systems engineers
• Providing documentation of knowledge base articles for the end user, IT partners and HelpDesk staff
• Video conferencing testing
• Assist in identifying trends in user reported issues and developing solutions for common problems.
• Active directory support
• Research technical solutions in department specific applications
• Monitor and manage Infrastructure components
• Level 3 escalation support and root cause analysis
• Netsupport and remote desktop for support
• Encrypting Laptops with pointsec
• Involvement in cable management & telephone systems / VoIP
• Using VMware to create test environments
• Following procedures and guidelines to install, patch, configure, customize, troubleshoot, upgrade, integrate, secure, and maintain systems
• Liaising with suppliers and vendors
• Call logging using Footprints
• Figaro AS400 support
• Responsible for the security patching of PC’s and L

• Windows XP, Windows 7 Pro, Microsoft Office 2007 enviroment
• Support all clients internally and remote across 4 sites in UK using Netsupport/ RDP and telephone support or onsite service
• Supported remote users who were away from the offices
• Helpdesk and desk side support with some 3rd level
• Led evaluations and performed tender evaluations.
• Maintain, monitor and analyse systems, networks and peripheral IT.
• Extensively research and document user software and technical issues as Knowledge Base articles
• Dell infrastructure Desktops, Laptops and Servers
• Participate in, and support, capacity planning and the development of long-term strategic goals for the IT infrastructure, in cooperation with end users, department managers and the global Infrastructure team
• Responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure
• Configuring and managing backup (performing restores, monitoring integrity)
• Ensure that the infrastructure is developed and maintained and that preventative actions are carried out within acceptable timescales in line with internal and external SLA’s
• Contribute to team & business improvement and change initiatives
• Responsible for installation, configuration and ongoing maintenance and usability of desktop/laptop computers, printers, handheld/mobile devices, peripheral equipment and software within established standards and guidelinesActive Directory - resetting passwords, setting up accounts for user and PC and adding rights for users to access network shares
• Assisted in the development of plans to react to disasters and ensure business continuity.
• Setting up Exchange mailboxes
• Support, monitor, test and troubleshoot hardware, software, application and network problems.
• Handling rollout projects to meet time scale
• Configuring Switches and patching
• Ensure adherence to service le

• Windows XP Pro, Office 2003 enviroment
• Maintenance of systems and telephony
• Provide first and second level support to end users
• Trouble-shoot, investigate, diagnose & resolve complex IT issues PC’s/ Laptops/ PDA’s etc and Applications for all onsite employees
• Install and configure windows XP Pro and in house applications
• Software supported - Lotus Notes, Euclid, MCH, Adobe, FACTS, Investrade, EDS, DWS, Crypto, Clio, NBEISS, Global Toc, ISS, Invest Suite, Office 2003, Aladdin, Macros
• Run procedures Start and End of Day for Fund Accountants
• Configure employees in Active Directory
• Use Outlook and Remedy for call logging issues.
• Configure users phones using Avaya site administration and website
• Dealt with Vodafone Optima support for issues, new connections data dongles and phone
• Configuring mobiles for email on Nokia, Sony Ericsson, iPhone, HTC
• Liaise with other I.T. departments for various Server and Application issues
• Maintain all I.T. hardware onsite
• To assist and expedite the diagnosis and resolution of incidents and requests assigned to the Desk-side Support group in line with agreed SLA.
• Maintain Patch Panel for desk moves phones/ PC’s
• Project manage I.T. Requirements and implement change
• Install and configure Printers and Multifunction units etc
• Maintain a steady customer Service with the end users on 2 client sites
• Provide Support for All Users, Desktops and laptops and LAN
• Dealing with service requests (installation, configuration), rollouts, testing and occasional project management of smaller projects
• Work to tight time scales
• Installing and troubleshooting general network/desktop problems,
• Manage operative demands and service requests according to IT Governance strategy and regulations.
• Work in a team to diagnose client technical issues
• Work with vendors to progress administration activities and help desk issue resolution
• Provided IT technical support for applications under your responsibility.

• Install and configure windows XP Pro and in house applications
• Support and maintain PC’s/ Servers/ Laptops/ PDA’s etc and Applications for all onsite employees and remote users National and International.
• Provided solutions, which implement industry best practice to deliver improved productivity and efficiency throughout the organization
• Helpdesk and desk side support with some experience of 3rd level support
• Ensured a strong customer service ethic and a commitment to ongoing service improvements.
• Research into new software / hardware
• Troubleshoot and testing of current and new hardware/ software
• Setup and configure employees in active Directory
• Backup Management and System Recovery Imaging using Backup Exec 10a and 9
• Maintain all I.T. hardware onsite and remotely
• Maintain Patch Panel
• Support remote users 24 hours 7 days a week
• Installs and deployed systems, software and peripherals as required, liaising with external vendors and service contractors as appropriate. Sources appropriate equipment and services through appropriate liaison with Management
• Maintaining an inventory of installed software, managing software licensing, and creating policies and procedures for upgrades
• Roll out Software updates
• Illustrations / 3D Animations / Multimedia Design & Production
• Project manage I.T. Requirements and implement change
• Install Printers and Multifunction units, Faxes etc
• Stock check and order relevant quantity of toner for the Business
• Onsite Support for Sales Reps/ Directors and In House Staff
• Black Listing and White Listing E-Mail with GFI Essentials
• Maintain Antivirus across the company
• Quarantine E-Mail
• Maintained RightFax

• Installed and configured Backup Exec 10 at two office Locations
• Trained in new I.T. person
• Implemented Backup Domain Controller
• Train users and create step by step documentation
• Setup and Configure Wireless onsite and remote sites

Client Sites:
• Installing and troubleshooting general network/desktop problems, Windows 95/ 98/ 2000/ XP/ NT
• Maintain a steady customer Service with the end users on various client sites
• Provide Support for All Users, Workstations and laptops on various client sites
• Dealing with service requests (installation, configuration), assisting third, line support teams, rollouts, testing and occasional project management of smaller projects sites
• Work to tight time scales
• Install and support varied Desktop, LAN and WAN
• Work in a team to diagnose client technical issues
• Liaising with third party hardware and software vendors
• Liaising with internal departments for project organisation and implantation requirements
• To provide technical input and guidance with respect to the various projects being implemented
• Account administration, NT and Lotus Notes account creation, deletions and amendments within both environments
• Designed an Internal Hardware Replacement Website for Microsoft
• Clearly documented all troubleshooting steps and relevant interaction details to facilitate a consistent customer support experience.
• Assisted users by providing second line technical troubleshooting via telephone and/or on-site support within an agreed SLA for the installation, configuration, and troubleshooting of computer hardware, operating systems, Network configuration and software applications desktops on the following operating systems.

• Responsible for providing software restoration for the laptops and desktops PC's using the customer standard builds.
• Installing and integrating new hardware and applications
• Acting as a liaison with the development and test teams to ensure that the requirements are understood from the users
• The escalation point for major incidents and problem management including root cause analysis.
• To provide advice to users on systems, products and services, which are available to them
• Providing Solutions for Hardware (Modems, Sound / Video / Network Cards, Printers, Scanners, Monitors, CD-ROMs, and Upgrades, etc.) and Software (All Microsoft Platforms and Applications running on various networks)
• Installed and configure all Microsoft platforms on Workstations and Laptops
• Track and monitor calls overseeing their resolution inline with agreed service levels.
• To deal with all Service Desk tasks including responding to calls, providing 1st line fixes, incident management, responding to alerts and alarms and approving changes.
• To manage & monitor processes and procedures to ensure optimum performance
• Demonstrated a clear commitment to meeting customer needs & delivering a high quality service
• To respond to calls, providing 1st line fixes, incident management, responding to alerts and alarms and approving changes
• Fault diagnose, test and repair computer hardware

• To provide technical consultancy & support clients
• Working alongside the sales team
• Responsibilities include, hardware replacement, delivering SLA's and ensuring user satisfaction
• Interface with users and user management at all levels
• Provided technical support (pre/post sales)
• Implementation of action plans for clients on a case-by-case basis
• Responsible for answering initial telephone and written inquiries from customers

· Principles of Design
· Adobe CS6 InDesign
· Adobe CS6 Photoshop
· Adobe CS6 Illustrator

Frontend Website Design using HTML, CSS and Photoshop CS6

The course also covers the following:
· XHTML and CSS
· Adobe Dreamweaver and the Spry framework
· Responsive design
· WordPress
· Facebook, YouTube and Twitter customisation
· Google Analytics
· Adobe creative suite

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