Highlights:Handling an integration of our Canadian office (circa 200 people) into our current Active Directory and Office 365 environment, and getting to visit Toronto as part of that.

Skills:IT, networking, computing, office 365, sysadmin

Goal:To be as good as I can be every single day, wherever and to whatever place that may lead me.

Certification:ITIL Foundation In Service Management ITIL Intermediate In Service Operation

2nd, later 3rd, Line IT Engineer 09/2016 - current
Building Design Partnership, Manchester, Lancashire United Kingdom
Industry: Construction
IT engineer working on a 3rd line team supporting 1200 users across multiple (circa 15) offices. Responsibilities include being part of the 3rd line team’s End User Computing Team, involving project delivery, as well as day-to-day administration and resolution of requests and incident/problem management processes, and facilitating effective management of the day to day IT support function.
In my current role I have gained experience of the following (as well as continuing to use the technologies outlined in previous roles): - VMWare Horizon Virtual Desktop deployment (VDI) – deployment of VDI environment for our London, Manchester and Toronto offices (around 300 users in all). - Office 365 and Azure management and operation – migration of on-premises to cloud - Microsoft Lync/Skype For Business administration – including management of Skype for Business to Microsoft Teams telephony migration for each of our offices. - Scripting using VBScript/Powershell, both for the automation of general tasks and application deployment. Developed automated scripting for both our on and offboarding procedures (account creation/deletion, appropriate permissions, Teams/Mailbox setup, etc.). - Security management – all Microsoft 365 security portals, as well as Crowdstrike and Darktrace deployment and monitoring. - Experience with SCCM – Management of devices, applications, and Windows Updates. Also experienced with PDQ as an alternative mechanism. - Technologies required for day-to-day user support (Active Directory, Exchange, DHCP, DNS etc) - Checkpoint and FortiGate Firewall configuration - VMWare Virtual Machine building and deployment - Knowledge of Direct Access and Always-On VPN - Knowledge and configuration of DFS File Systems - Administration and support of Fiery and Konica devices in conjunction with Papercut. - Network license manager configuration and troubleshooting (HASP, Sentinel, Dongle-based licencing, etc) My role requires me to be a strong communicator with other teams, specifically my colleagues in 2nd and 3rd Line, Business Systems and Project Technology functions, as well as provide a polite, courteous, user facing attitude towards our customer base. In addition, I believe I have shown good learning skills in my time with the company, as many of our technologies are constantly shifting and changing, particularly towards the cloud. The environment now is very different to the one I started in, but I have progressed from a 2nd Line Engineer for the first year to a member of the 3rd line team every since.--
Service Desk Operator 02/2014 - 09/2016
Runshaw College, Leyland, Lancashire United Kingdom
Industry: Education
As the first point of contact for all technical queries for circa 1000 staff and 9000 students, I logged calls obtained via email, telephone and voicemail, in order to resolve issues where possible on first call. In the event I could not do this I did suitable triage, setting priority, funnelling to IT, IS, or Print Shop support teams as appropriate. I shared my work among these teams as well where required.
As the first point of contact for all technical queries for circa 1000 staff and 9000 students, I logged calls obtained via email, telephone and voicemail, in order to resolve issues where possible on first call. In the event I could not do this I did suitable triage, setting priority, funnelling to IT, IS, or Print Shop support teams as appropriate. I shared my work among these teams as well where required. Worked to the ITIL methodology in which I am fully qualified. I used the following skills and competencies daily: - Call logging + triage - SLA Management + Usage of Service Management Tools -Windows and Mac Support - Printing and MFD Support - Script Creation and Support (inc logon and account creation) - Roaming Profiles - Server and VM creation These skills were facilitated by my knowledge of the following technologies: - Active Directory/Microsoft Exchange (2003-2013)/Windows Server (all years from 2003-2012) - Office 365 setup and configuration - Remote Desktops/Terminal Server - Intermediate to Advanced Logon and Powershell Scripting - Intermediate SQL - Sophos Web + Email Appliances - VMWare Management - 3cx MyPhone and Avaya IP Telephony - uniFLOW and Papercut Print Management - Watchguard Firewalls - Sophos Antivirus/Puremessage - Microsoft HyperV - Symantec Backup Exec - Networking Fundamentals I was therefore required to have strong problem-solving skills while maintaining good relations with our user base, meaning I had to communicate in a polite and friendly way.--
1st Line Support Officer 05/2013 - 02/2014
ICT Northwest (Now ICT UK), Preston, Lancashire United Kingdom
Industry: IT Managed Services
First point of contact for all IT queries for a small-medium company in the North West of England supporting several external customers.
Amongst other things, I gained experience dealing with: - Call logging + triage - SLA Management -Windows and Mac Support - Active Directory/Microsoft Exchange - Logon Scripts - Roaming Profiles - Remote Desktops/Terminal Server - General IT Queries - Watchguard Firewalls - Sophos Antivirus/Puremessage - Microsoft HyperV - Symantec Backup Exec - Networking - 3cx MyPhone (briefly) I also developed strong problem solving skills and a professional telephone manner.--

Albany Science College 09/2001 - 06/2006
Chorley, Lancashire, United Kingdom
Degree: High School Or Below
Major:9 GCSEs
Albany Science College, 2001-2006 – GCSE 9 GCSEs at A*-B, including Maths, English, Science, ICT and Business Studies.

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