Senior IT Support (Infrastructure)
Hexagon Housing Association
Total years of experience :18 years, 7 Months
Providing assistance to the IT team with 3rd line BAU tasks and troubleshooting issues
Providing assistance with company DR/BCP tests and Backup Processes and procedures
Assisting the team as an Infrastructure Lead
Documenting processes and procedures for IT staff to use and use in BAU tasks/processes
Working on infrastructure upgrades and improvements
Assisting the team with the infrastructure change requests
Providing assistance with maintaining, configuring and troubleshooting with ASA, DMZ, Firewall and Switches
Providing assistance to Information Management & Technology (IM&T) team with assistance on day to day and Infrastructure activities, such as migration from Server 2003/2008 to Server 2012 R2 and supporting the deployment of Citrix XenApp/App-V (ie publishing Applications). Configuring deployment of Windows 7 via automated deployment tools (ie MDT and SCCM). Using Solarwinds Orion Monitoring software to maintain our Infrastructure environment (i.e. Routers, Switches, SANs, WAN/LAN Connectivity etc.).
Providing 3rd line support to 2 x Service Desk staff members with escalated tickets and guidance towards desktops, laptops, Infrastructure/MPLS (routers and switch configurations). Technologies such as VoIP site setups, remote assistance, MFD Configuration and maintenance, Smart Device setups and Video Conferencing setups. Speaking with Suppliers for hardware and software, Service Providers for new office and line upgrades.
Providing assistance to the Infrastructure Architect for SAN Administration (i.e. FW Upgrades, replace faulty HDDs, creating VMs, upgrading VM hardware resources and storage monitoring), Group Policy Creation/Management, Backup Software Assistance (HP Data Protect) and support with HP Insight Manager reporting.
Assistance in Incident Management, Configuration Management, Knowledge Management, Problem Management, Asset management and Change Management, Event Management within ITIL Framework
Hardware/Software Installation and configuration for laptops/desktops, Windows XP/Vista setup and Office 2003/2007 installations/support.
Switch configuration, Citrix support, Wifi setup, Ad 2003, LAN/WAN troubleshooting, 1st/2nd and some 3rd line support, Citrix support, VPN support and Audio Visual setup
Incident Management, Asset Management and Knowledge Management
Taking calls from users, Password resets, raising/chasing Remedy incident tickets
Remote Assistance provided to staff members and assisting with staff difficulties
Logging software/hardware faults and day to day faults, VPN/RSA token issues
1st line and 2nd line (Remote support), Citrix, AD, Lotus Notes, VMWare, Web Application Support
Assisting staff with email support by chasing and raising necessary tickets (if applicable)
Supporting/Troubleshooting Citrix and Lotus notes along other applications
Contacting users/teams via email and telephone regarding incidents/requests
Remote onto users pc’s/laptops and assisting with users issues, completing requests/tickets
2nd line support, Citrix, AD, SMS, Remote Access Support, RDP, MS Office and WinXP
Using citrix to connect to Servers, training staff on the procedures/process,
Customer Service/Customer focus and Call logging software (Remedy)
Logging software/hardware faults and day to day faults (i.e. login issues, lotus notes)
Discussing requests with different departments/users by telephone or email
2nd Line and System Analyst, Active Directory, MS Office, W2k and WinXP
Supporting Bloomberg, Reuters, .Net, SDAPS, Right Fax (user accounts) and many more.
Setting up Citrix/Lotus notes on staff computers and troubleshooting applications
COE Building pre-installed Windows 2000 Professional client systems
Installing licensed software to the staff members requirements
Liasing with staff members to audit their systems of hardware and software’s that they use
Technician issues where raised to/by the line manager
Troubleshoot any issues occurred during the installation of hardware or software
Replacing old systems with a faster specification for the new intranet
Supporting helpdesk and staff members with Desktop, 2nd and 3rd line support
Building and Maintenance of Computer Systems
Network Configurations of Windows 2000/2003 Server & Windows 98/2000 and Exchange 2003
Configuring Cabling, Hubs, Routers & Structured Cabling/Housing
Network Administration and Configuration
Configuration of TCP/IP Protocols
Windows 2000 Pro, XP Pro and MS Office 2000/2003
Network Management and Troubleshooting
Active Directory, Exchange, DHCP and DNS
Computer programming, development, hardware/software, website deployment.
Higher National Diploma (HND) in IT