Senior Deployment Analyst
Microsoft
Total years of experience :23 years, 0 Months
Europe, Middle-East and Africa.
•Responsible for Microsoft Windows post deployment support and updating all stake-holders on progress by providing regular reports
•Successfully resolved all customer queries in relation to the 3000+ applications such as Citrix Receiver, RSA SecureID and Junos Pulse, Microsoft Exchange server/Outlook etc.
•Rolled-out Laptops using Microsoft System Center 2012 Configuration Manager (SCCM) and Microsoft Deployment Toolkit (MDT)
•Resolve and troubleshoot all customer queries within the agreed Service Level Agreement (SLA)
•Monitored the backup and restore of the users data using SCCM and the liaised with the Offshore team
•Provided training for the new Microsoft Windows 7 deployment engineers and users
•Ensured Dashworks Juriba application was up to date at all times with the project/asset management details
Working as part of The Windows 7 Migration Team. We were tasked with migrating 8700 Birmingham City Council users from Windows XP to Windows 7. As a Lead Engineer of team of 9 engineers I was responsible for ensuring daily migration targets were met with minimum disruption to services. Troubleshooting application issues and deploying apps via SCCM. I also report to management on a weekly basis with any issues and totals of users migrated. Liaising with users at different levels.
•Resolve 2nd line incidents and requests within the Service Level Agreement (SLA) and in accordance with ITIL and Local Council procedures
•Escalate any incidents to the appropriate teams - ICT team including the Managers, 3rd line support and project managers
•Identify and document workarounds for desktop/laptop related problems
•Image, deploy and manage Desktops, Laptops and tablet PCs
•Update and maintain asset management records using Assyst
•Distribute software collections using System Centre Configuration Manager (SCCM)
•Remotely configure customer devices using NetSupport Manager 11 and Remote Desktop
•Reconcile Active Directory Domain Services records
•Configure Vodafone/O2 Mobile Broadband and Netmotion (Virtual Private Network) for field/home based customers
Successfully completed the deployment of five hundred Desktops, laptops and Servers for Capita IT Services in Rochdale's Wardle Academy.
•Imaging using PXE for Windows and Mac machines to deploy Windows 7 and Mac OS (Dual Boot)
•Encrypt desktops and laptops using BitLocker
•Install Dell Servers, Cisco Switches/Routers and KVM switches
•Check if Group Policy Object (GPO) was applied successfully
•Train staff on the new Information Technology (IT) systems and resolve queries
• Lead a team of six sales consultants for hotel room reservations
• Scheduled and trained sales consultants to improve sales and customer services
• Exceeded weekly sales targets of £60, 000 in reservations
• Mentored junior staff members
• Single point of contact for all customer escalations
Report key issues raised by agents and their KPI to the Operations Manager
Server Administration (Windows 2003/2008, Exchange Server 2003 and Mac OS)
•Identify patterns of failure through the use of the job ticketing system (Filemaker)
•Regular support of all desktop environments as defined by SLA's
•Support and Configuration AS/400 custom software used by for loss adjusters
•Scheduled server backups and maintenance
•Provide 2nd line support for both front and back office systems
•Diagnose, escalate and coordinate faults to 3rd party engineers
•Network Support Troubleshoot (Remote sites, home workers and VPN users)
•Update and ensure that tickets meet the Service Level Agreements (SLAs)
•Create and maintain a knowledge base to support helpdesk issues and fixes
•Administration of Blackberry Enterprise server and end-user support
