Deskside Support Consultant / British Medical Association

Dec 2019 - currently

Service Desk Technician / Essex Partnership University NHS Foundation Trust

Dec 2013 - Dec 2019

As a Service Desk Technician, I support sites in the South Bedfordshire area. Which involves either face to face or over the telephone. We have all been basic security as going into secure NHS sites. Take ownership of the issues that are log through the helpdesk which can be logged via website, email and telephone.
I have to diagnose and resolve software and hardware issues, which includes operating systems (Windows 7 and 10), printers (HP Laser and inkjet).
Re-imaging Desktop and Laptop on the network using Linux based system and SCCM for Windows updates and software installs. There is a move by the third line to go towards using SCCM 2016 as a trust to push out Windows 10 on every desktop and laptop.
On the trust laptops with have to make sure Sophos is installed and pulling the updates for the server. Sophos is the anti-virus software. For encryption, we use McAfee endpoint encryption for Windows 7 and BitLocker for Windows 10 as this is secure the data on the laptop if stolen.
Using DameWare to remote access to user computers to resolve their issues.
Help install and setup scanner, printers and other devices. To provide user help with Microsoft Office (2010 or 2013) and other standard software.
I have created ‘How to’ style guilds for user to use for example mapping a network to secure print on Xerox copier.
Create user accounts in Active Directory for the trust and two others trust plus creating the email on Exchange 2012 and NHS Mail (Office 365). Setting up group folders and user home folders.
Using Apple Mac to image iPad and iPhone which installs Airwatch which is set up so we can push through emails and application they use on the devices.
Providing a Citrix-based system as they have multiple sites across Cambridge, Bedfordshire and Norfolk area using two different versions of Citrix, Xen Desktop 7.15 and Citrix XenApp 6.3. We access through Director Web link for the user session and remote access.
I have creates scripts in PowerShell to allow me to move user account or getting folder information regarding access to the folder. I have also created batch scripts for regedit fixes and check who remoted on to servers.

Computer Support / Confidence IT

Dec 2012 - Nov 2013

Working with Schools and small to medium companies to provide the correct computer solution.
Using there in house helpdesk call logging system to record call and fixes either remotely or on the customer site which could be some distance away. Providing quotes, solution and installing of new IT equipment and updating the current IT.
Working with Servers, Desktop, Tablet and laptops with different operating systems but mainly support Microsoft products. My key role is to help with setting and supporting Office 365 SharePoint.

1st Line Analysts / Computacenter - For EADS Astrium

Jun 2010 – Dec 2012

Supplying first line support analyst at customer site to over 1000+ users in three locate the UK in a helpdesk role, troubleshooting and resolving problems within tight targets in SLA agreement. As it was a new helpdesk I was also helping to put new idea into the service they were providing.
HP OpenView to call log the problems the users have with their computers. Where necessary try to fix them over the phone (using Remote assistant or advising) or to establish the problem so the second line analysts can fix the issues as fast as they can.
ware they were using is Microsoft Office 2003, Microsoft Visio 2003 and Microsoft Project 2003. Also having the understanding what bespoke software they need on some of their projects.

Computer Engineer Support / Lockheed Martin

Dec 2007 – Mar 2010

Provides technical and operations support to users of company's personal computers either by telephone or on-site relating to desktop hardware and software packages (predominantly on Windows XP and MS Office 2007).
orting the customer at six building at the Ampthill site (warehouse and offices).
Performs hardware diagnostics and coordinates repairs. Assists in planning and designing personal computer support systems. Acts as liaison for data transfer systems design and implementation. While there also done Dell warranty repairs training and also HP printer repairs training.
While I was there I was COSHH trained for the disposal of printer cartridges and electrical waste. Trained Firer Warden for the IT area.
Installs and tests personal computers, printers, and other peripherals; configures operating system (Windows XP, 2000, Windows 2003 server or Linux Red Hat) and applications software programs (Microsoft Office Product 2003/07 including Project and Visio, and Adobe CS4 Master Collection).
Using System Management Server 2003 to push through the software onto the PC remotely and Symantec Ghost to build multiple PC on and off the network.
Started to learn SharePoint MOSS 2007 and hoping to process into development side of SharePoint. Already looking after Backups and record logs of the SharePoint system.
I was given a project of setting up Visual Display unit across the Ampthill site. Communication team had brought VDU but did not inform the IT department. I had to organize a meeting and a walk around the site looking at the location they wanted the units. I had to set up meeting with a third party, network technician, site manager and an electrician. Network Technician and I found an abandon switches across the site. There was a limitation of the software they were trying to use in the fact it could only broadcast on the same IP range. The reason to use a septate network was the security of a MOD network and it was not a authorize software. As a result of this I received an award for my help and managing this small project. I was Security cleared (SC).

IT Helpdesk Support / Kuehne & Nagel

May 2006 – Dec 2007

Senior Technical Support Analyst / Phoenix IT Services

Nov 2005 – May 2006

User Accounts & First Level support / Merlin Information System

Oct 2004 – Nov 2005

IT Support Assistant / Bedfordshire Police HQ

Jun 2004 – Jul 2004

1st Line Analysts / Computacenter

May 2004 – Jun 2004

IT Hardware Controller / Nissan Technology Center Europe

Apr 2004 – May 2004

IT Field Engineer / GV Technologies Ltd

Feb 2004 – Apr 2004

IT Hardware Controller / Nissan Technology Center Europe

Sep 2003 – Dec 2003

University of Bedfordshire

1999 - 2002

BSc(hons) in Computer Science - 2:2

Barnfield College

1996 - 1999

BTEC in Computer Studies - Distinction

GNVQ Intermediate in Information Technology - Merit

Lealand High School

1996 - 2013

GCSE – English, Mathematics, Information Technology, History, Geography, Science