IT Support Technician
Mentorn Media
Total years of experience :5 years, 1 Months
Study Labs Nov 2013- Present
• Teaching myself new technologies on labs set up on vmware.
• Keeping up my skills up to date on the virtual test environment.
IT Support Technician
Mentorn Media July 2013- Nov 2013
• WSUS- management and configuration.
• Sophos- configuration, management, and deployment.
• Dealing with 1st and 2nd line issues.
• Troubleshooting windows and Macs (OSX 10.6 onwards) on a daily basis.
• Troubleshooting and supporting VDI related issues.
• Exchange- using message tracker to trouble mail flow issues, using code two pro for email signatures, using power shell to export mailboxes.
• File server- configuring share and NTFS permission, configuring file screening.
• Servers and AD- worked with 2003, 2008R2, and 2012.
• BES- Troubleshooting BES related issues
• Backups- Dealing with Asigra cloud backup and restore related issues
• IIS 6/7- Web hosting, troubleshooting and administering multiple sites, configuring directory services.
• SQL server- Exposure to troubleshooting and maintenance of failover clusters, basic scripting knowledge.
Self-Training
Study Labs Feb 2013- June 2013
• Studying for MCITP.
IT Support Analyst
Harrods (ITIL environment) Nov 2012 - Feb 2013
• SAP Management Console 720 - Unlocking user accounts, resetting user passwords, reconfiguring setting s for connections.
• GiroVend Card Management - Checking balance for users card, blocking old cards, refunding payments.
• Retail - J - Configuring roles of users according to their department, disabling or enabling user IDs accordingly.
• DameWare/Utilities - Remote into users machines to make necessary troubleshooting, disk space trouble shooting for machines running low on disk space.
• VMware View Administrator - Resetting VMware sessions, VDI machines.
• EPoS/PoS Systems - Troubleshooting retail tills running enactor software, troubleshooting chip and pin machines SC5000 and Verfione, troubleshooting retail tills running PoS/EPoS software.
• Service now - Logging tickets, assigning tickets, resolving tickets.
• Exchange - Trouble user profiles on exchange 2003, 2010 and office365.
• Scripts - Using batch scripts to troubleshoot corrupt user profiles, clearing till tables which are not functioning.
• Other applications - Intouch, Omnia, Webnow, Report viewer.
Travco -London
2nd Line Support July 2012 -August 2012
• Sophos Endpoint management - Dealing with user groups and updates, administering different group policies to machines.
• Barracuda backup management- Checking daily backup logs and troubleshooting any errors, data and email restoration. Dealing with server backups and replication.
• Anti-Virus- Dealing with and troubleshooting errors and alerts on a daily basis, rolling new endpoints to machines.
• Dealing with Postini to filter emails for spam, SPF, and junk. Creating new user accounts, enabling and disabling users.
• Exchange 2010- Using PowerShell to create new accounts and assign quotas, e.t.c. Dealing with mail forwarding, archiving and user signatures.
• Talisman- Using telnet to create new users, unlock stuck accounts.
• Active Directory (2008) - Create new users, dealing with group membership, removing/disabling users.
• SCCM- rolling out new windows 7 images onto machines.
• BES server - Creating new user accounts.
• Vmware ESX - Dealing with virtual machines.
• Mitel phones- Setting up and configuring new user accounts.
• Working with SharePoint on a regular basis.
• Remote Software- VNC.
• Terminal Services.
• Citrix Web Interface.
• Linux kernel virtualization hypervisor - KVM installation of guest OSs.
African Minerals LTD ( Tonkolili Iron Ore Project) - Sierra Leone
IT Field Engineer May - Dec 2011
• Good knowledge and experience of NAS/File servers.
• Good working knowledge of all 1st and 2nd line related issues as well some 3rd line.
• Involved in IP changes and domain migration.
• Good working knowledge of Group policies on Wintel Servers.
• Experience is supporting VoIP phones.
• Confident in providing user support on Blackberries.
• Good working Knowledge of TCP/IP and DNS and an understanding of VPN.
• Maintenance of user profiles on windows server 2008 in AD.
• Confident in providing face to face support on windows 7 and office 2010.
• Building new desktops and laptops for new users with windows 7.
• Fixing wireless and local area network problems for miners' onsite.
• Setting up, fixing and maintaining network printers (MFP) on sites for all users.
• Configuring user's machine for local file and printer sharing.
• Experience with windows/Wintel server 2003/2008 (R2) and Exchange 2010.
• Dealing with stock inventory.
• Running fibre optic cables in new containers and configuring wireless access points.
• Exposure to HP Procurve switches, routers, IP phones and proxim access points.
• Good working knowledge of patch panels, network hubs, and exposure to HP procurve switches.
• Configuring and troubleshooting Black Berry issues.
• Configuring and troubleshooting outlook profiles.
• Working with and configuring Virtual Machines.
• Supporting mining applications like Deswik and Datamine.
Selection Services- London
Rollout/Migration Engineer April 2011
• Removing machines from old domain.
• Manual backup of user's mailbox.
• Mapping user's home drives.
• Configuring bios and profile settings as well as outlook.
• Joining users on new domain and carrying out post domain cleanup after migration.
• Updating software on PCs and Laptops.
• Configuring the IP and proxy setting on the WYSE terminals.
• Configuring TCP/IP and DNS server IP address for both PCs and Laptops.
• Dealing with some 1st and 2nd line issues.
Babcock International Group (BSF) - Portsmouth Naval Base (SC cleared Role)
IT Helpdesk/Service Desk Engineer (ITIL environment) June - October 2010
• Dealing mainly with 1st line issues over the phone.
• Creating new user accounts and profiles in active directory.
• Supporting Blackberries, Printers, Interactive White Boards, etc.
• Providing email support on exchange and outlook.
• Responding support via email on regular basis.
• Maintaining Staff/student permissions and network drives for 7 schools in Lewisham.
• Good Working Knowledge of Citrix, Cisco, Net Sweeper, Sharepoint, Centra Stage, VPN, Fronter, and maintenance of windows server 2003 and exposure to 2008.
• Maintaining and logging McAffe antivirus software and dealing with firewalls issues.
• Working in a team of 3 to fix software problems remotely or locally within SLA's.
• Taking more than 50 calls and logging them in Magic.
• Filtering websites that need to be blocked or unblocked.
• Checking overnight server backups daily and restoring user data when needed.
• Restoring lost files and documents as requested by the users.
Acronym Systems Ltd - Southsea, Portsmouth
IT Consultant/PC/Laptop Engineer October 2007 - May 2010
• Resolving and Managing 1st and 2nd line issues.
• Good working knowledge of networking components/principles and the ability to make CAT 5 and CAT 6 Ethernet cables.
• Installing/re-imaging, repairing, maintaining and upgrading OSs (2000, XP, Vista, and 7) on Laptops and Desktops as requested by the customer.
• Computer maintenance, sales, support,
Offering advice, consultation and IT solutions for home and business.
• IT training - delivering 1 to 1 tutoring on regular basis.
• Repairing and disassembling laptops and desktops to motherboard level.
• Diagnosing and troubleshooting hardware failures as well as occasional call outs to customer's houses.
• Building machines from scratch as well as backing up and restoring user data.
• Experienced in Break fix of Laptops and Desktops.
Kawempe Muslim Secondary School 2000- 2002 Subjects Studied: Accounts, Maths, English, Geography, Art, and Commerce.