Client Service Analyst
New York University Abu Dhabi
Total years of experience :18 years, 10 Months
2nd level technical support to the NYUAD community. Incidents and Requests are escalated to the Client Services team via the IT Service Desk and directly via walk-ins. Configures, installs, monitors and maintains IT users’ desktop software and hardware; supports mobile workforce. Provides consultation to IT users for all aspects of end-user computing and desktop-based LAN systems software. Provides technical support and guidance through Tier 2 support and works with vendors to resolve Tier 3 issues. Responsible for documenting solutions to problems and developing end-user guidelines and provide informal on-site training to users.
Key responsibilities include:
•Troubleshooting level 1 & 2 Incidents and carrying out Requests
•Making updates to the CMDB as necessary
•Installing and supporting IP Telephones (Cisco)
•Performing tasks related to projects as requested by Project Managers
•Performing tasks related to Changes raised by colleagues
•Contributing to technical documentation of processes, procedures and guidelines
•Installing, diagnosing, repairing, troubleshooting, maintaining and upgrading IT equipment (including Macs, Windows machines, printers and peripherals)
•Ensuring optimal performance of laptops, tablets and desktops with a strong focus on security and virus management
•Provides mobile phone support for all major brands (Apple, Samsung, Blackberry)
•Acting as a 'face of IT' in a client facing role
I.T Engineer for all Tom Tom employees across EMEA - Managing Milan, Madrid, Barcelona, London & Edinburgh sites. Duties included call logging, working to SLAs and KPI's, troubleshooting on Tom Tom Bespoke Applications and liaising with External Companies where necessary, Network/Routing issues, Microsoft Applications including Project, Visio, SCCM and SDS; VPN issues, Windows
IT Engineer/Project Analyst: 2nd Line Engineer for internal and external (Volvo Dealers) users. Duties included call logging, working to SLAs and KPI's, troubleshooting on Volvo Bespoke Applications and liaising with External Companies where necessary, Network/Routing issues, ISA Server Support, Microsoft Applications including Project, Visio, SCCM and SDS; VPN issues, iSeries\AS/400 and, Windows 2000/XP/Vista, Windows Server 2000/2003 and Apple OS X and Server support.
Roles:
• Logged incidents, resolved. Ensured documentation and procedures were current.
• Administration and installation of Windows servers.
• Administration and design of Active Directory.
• Management and reporting of Symantec Backup Exec solution and Tivoli TSM Backup.
• Creation of procedural documents and configuration standards.
• On-site installations and projects. Installing new servers, switches, and firewalls.
• Managed ISP services and migrations when a new Volvo Dealer is assigned.
• Firewall ACL’s, NAT policies and LAN to LAN VPN tunnels for Volvo Dealers.
• Managed Active Directory, Group policy, Exchange 2000 & 2003, IIS and DFS.
Project:
• Office move with 300 users and migration of core infrastructure from client site to Data Centre in Gothenburg.
• Ford 3G Connection migration for all 150 Volvo Car UK Dealer sites in the UK and Ireland.
• Migration away from Ford to Volvo Car Corporation
• iPad and Application development for Volvo Car UK Apps.
Mobile Technologies:
• Managed and supported all Mobile Technologies for Volvo Car UK employees. Email, ActiveSync and DME software.
• All Apple Products : iPhone and iPad.
• Blackberry Support.
Fiat Auto UK, Fiat House, 240 Bath Road, Slough,
Berkshire, SL1 4DX
IT Support/helpdesk for Fiat Auto, was first point of contact for internal and external users. Duties included call logging, domain migration, system and server maintenance, dealing with in-house system problems. Troubleshooting in Windows 98/me/NT/2000/XP and all Microsoft Applications, for example, Word/Excel/PowerPoint/Access. Also maintain the Fiat Auto Financial Services intranet (http://fafsintranet).
1st Year Construction of Programs, Foundations in Computing, Learning & Communications Skills, Information and Software Architecture, Data Structures and Algorithms and Functional Programming and Formal Systems. 2nd Year Interactive Systems, Computations and Algorithms, Software Engineering Methods, Professional Software Practice, Database Development and Software Analysis and Verification. 3rd Year E-Commerce, Distributed Systems Infrastructure, Distributed Systems Multimedia and Software Project Management
courses: Achieved Distinction in GNVQ Advanced Information Technology