IT Helpdesk
Cedar White Bradley
Total years of experience :24 years, 2 Months
• Managing and maintaining inter-office connectivity over a WAN
• Maintaining and creating new databases
• Handling Tier 1 help desk escalation through ticket and phones.
• Provides support for Skype for Business Cloud PBX telephone system
• Creating AD accounts and configuring hardware as part of the on boarding process
• Supporting Audio and video equipment for conferences
• Managing and monitoring internal assets to ensure accurate inventory record
• Following up on outstanding requests and ensuring timely resolution
• Installing upgrades to existing software without disruption
• Troubleshooting IT issues that come up from time to time
• Programming and developing new applications to improve work efficiency
• Develops workflow in SharePoint 2010/2013 projects like Absence Request, Expenses Request, Travel Request, Training Request, New Joiner List, Induction Process, Leaver Process, Supplier Approval Process and provides in house training if required
• Propose new ideas in SharePoint like the Customer Credit Application workflow to higher management to automate request for credit approval
• Provides 1st, 2nd and 3rd level support - troubleshooting of all IT related problems from in-house software to hardware such as Laptops, PC’s and printers
• Responsible for BlackBerry, iPhone, Samsung email configuration as well as manages the local and roaming packages
• Develop Asset Database via SharePoint
• Responsible for Mitel Telephone System setup/maintenance for offices worldwide
• Troubleshoot basic network issues and administration
• Server Administration (Mail Exchange Server, DNS, Symantec Backup and Print Server)
• Creates Active Directory user accounts, reset passwords, Security and Distribution groups
• Basic Citrix Administration like publishing application like Microsoft office excel, word and other internal
software’s like Microsoft Dynamics which is being used remotely by employees
• BlackBerry account management and provision
• Arrange external technical support where problems cannot be solved internally
• Maintain a strategic understanding of the existing infrastructure and its relationship to the business
• Roll-Out of IP Telephony in the region.
• Lead internal resources for optimal voice network design and adherence to Clients policies.
• Proactively plan and manage the implementation of voice services and voice network for Clients.
• Coordinate voice PABX and network upgrade, implementation, and test plans.
• Ensure compliance with international regulatory voice guidelines.
• Consult with client organizations to understand their business, technical, and financial needs.
• Perform as the customer’s consultant for all of Clients voice technology related services.
• Perform level 3 technical support and escalation for telecommunications voice issues.
• Assist clients and peers with planning for voice services and equipment.
• Creating and maintaining productive relationships with suppliers of telecommunications services to increase knowledge about new network services and equipment.
• Develop solutions to share communication facilities among different Clients entities.
• Provide technical and management support to peers.
• Requires the ability to manage multiple projects simultaneously each with critical deadlines
Responsible for all IT related concerns(LAN/WAN, PC and peripherals, System Upgrades, Communication Equipments upgrades/maintenance)
Bachelor of Science in Electronics and Communications Engineering