Field Service / Desktop Support Engineer
Phoenix IT
Total years of experience :31 years, 5 Months
• Visiting various client sites across the north of England for the company.
• Troubleshooting and repairs of laptops and desktops, both hardware and software.
• Troubleshooting and repair of various hardware including printers and peripherals.
• Imaging of laptops and desktops with the clients dedicated images.
• Various project work including IMACs, cabling of complete offices, and so on.
• Testing and patching the network ports at the server cabinet, switch cabinets and user ends.
• Backup and transferring of users data.
• Encryption of user’s laptops using PGP.
• Replacement of hardware components in laptops including system boards, screens, and so on.
• Troubleshoot and repair of Wyse Terminals, laptops and desktops, both hardware and software, along with printers
and peripherals.
• Resolve customer hardware/software PC problem tickets within contractual Service Level Agreement (SLA).
• Resolve customer IMAC tickets.
• Configure desktops, laptops and printers either standalone or networked.
• Network fault troubleshoot/fix, network builds and installations.
• Network printer installs and configuration.
• Re-image of terminals and desktops using Ghost Image software.
• Setup accounts and liaise with 3rd Party vendors for repair to hardware, for example Dell.
• Actively manage local stock and asset controls systems.
• Carry out any ‘ad hoc’ RFS assignments as and when required on site or other sites.
• Imaging and deployment of new and used laptops and Computers.
• Asset Register administration.
• Patching of ports in the patching cabinets
• Troubleshooting any network connection issues.
• Building laptops using Radia, configuration, deployment and despatching of new laptops to the
end users.
• 2nd line support for users queries over the telephone.
• B-Crypt software, token configuration and installation on the laptops.
• Implementation of new work ideas for the team.
• Extensive Active Directory work including addition/deletion of computer accounts
• Call logging and requisition using Universal Service Desk (USD) software.
• Troubleshooting and hardware repairs to laptops (Dell and HP).
• Transfer of user’s data from old to new encrypted laptops.
• Installation and floorwalking at various MOJ sites to help users understand their new system and resolve any issues that have occurred after the rollout, with regards to their new system’s hardware and software.
• Worked for Wipro on Electricity Northwest project in the capacity of Discovery Engineer.
• Data discovery at Electricity Northwest sites within the Northwest of England.
• Attendance of Start-up meeting on site with various representatives before commencement of the Discovery visit to explain the purpose of the visit and answer any queries.
• Worked with end users to record details of hardware and applications, on time and in line with agreed project lifecycle and scheduled milestones.
• Ensured the Application Portfolio/Catalogue was kept up to date as discovery commenced.
• Ran routines to interrogate workstations for user’s data and programs.
• Configuration of Siemen VOIP telephones.
• Decommissioning and installation of new telephones at various council sites.
• Re-routing of user’s old telephone line to the new infrastructure.
• Deployment during the night at Centrica offices in Northwest, Leeds, Leicester and Glasgow.
• Preparation of PCs before deployment.
• Swap out of 100 to 150 PCs per night.
• Imaging of PCs at the desk using Altris and troubleshooting any failures.
• Installation of additional software.
• Decommissioning and removal of old PCs.
• Helping users with queries about their new systems on many occasions.
• Installation of new IT equipment at Whitehall and Old Admiralty Building.
• Auditing of equipment and network ports availability.
• Production of networking plans before the day of deployment.
• Configuration, installation and troubleshooting of Cisco switches.
• Pre-patching and patching of ports in the cabinets.
• Troubleshooting and fixing problems with equipment and ports.
• Answering users queries regarding their new equipment on the day of deployment.
• Setup of the new prison, HMP Bure with IT Infrastructure in the capacity of Team Leader.
• Setup and installation of the new main server.
• Server racks built and installed to include server, switches and UPS.
• Configuration, re-scripting, installation and troubleshooting of Cisco switches throughout the prison estate.
• Testing and patching the network ports at the server cabinet, switch cabinets and user ends.
• Building, configuring and deployment of new PCs and printers on time and within the time limit agreed.
• Testing and troubleshooting of new IT equipment.
• 2nd line support for the housing trust’s two main networks.
• Site visit and remote support of users across the United Kingdom.
• Extensive work carried out in Windows XP, Windows 2003/2007 Server and Active Directory.
• Setup up, Installation and Fault/Fix of Citrix Wyse Terminals
• Fault/Fix and installation of printer hardware locally, and software either locally or remotely.
• Network maintenance, troubleshooting and support, including cabling work at both the Switch and wall port ends.
• TCP/IP, Default Gateway, DHCP and DNS issues investigated and resolved.
• Blackberry support on both handsets and Blackberry server.
• Installations, Moves, Additions, Changes (IMAC) work.
• Eradication of virus on the company’s network during the evening and weekends.
• Desktop Support and rollout engineer for various minor contracts in the United Kingdom.
• Extensive work carried out in Windows XP, Vista, Windows 2003/2007 Server and Active Directory.
• Contracts worked on include various travel companies, Prison Service (HMPS), Department of Works and Pensions (DWP), LSC and many more.
• Floor-walking for the LSC and Tribunal Services to help users understand their new system and resolve any issues that have occurred after the rollout, with regards to their new system’s hardware and software.
• Fault/Fix and installation of computer hardware (Dell, HP/Compaq), HP Servers and software.
• Building and installation of server racks.
• Network maintenance, troubleshooting and support, including cabling work at both the Switch and wall port ends.
• Installation of Cisco VOIP telephones.
• Installations, Moves, Additions, Changes (IMAC) work.
• Rollout of hardware using various deployment software including Altris, Radia, SMS and Ghost.
• Worked for ATLAS on Ministry of Defence DII(F) project in the capacity of Site/Team Leader.
• Preparation of Work Order(s) for data capture to be used by the discovery team.
• Data discovery at Ministry Of Defence sites within the UK and Northern Ireland.
• Attendance of Start-up meeting on site with various representatives before commencement of the Discovery visit, to explain the purpose of the visit and answer any queries.
• Liaised with site contacts (BUPOC, Head of Departments) to ensure effective and efficient discovery of the visit.
• Worked with end users to record details of hardware and applications, and delivered back to head office on time in line with agreed project lifecycle and scheduled milestones.
• Used Migration Toolkit, Work Orders and Application Portfolio to advise end users on the alternative available for non-compliant applications for migration to DII(F).
• Ensured the Application Portfolio/Catalogue was kept up to date as discovery commenced.
• Ran routines to interrogate servers, workstations and Data conversion reporting tools.
• Addition/deletion of user accounts, call logging and requisition and password reset
• Floor-walking, fault finding, remote support resolution and recommendations for user issues, both over the phone and side by side.
• Worked in accordance to ITIL processes and procedures.
• Field based role.
• Fault/fix calls logged by the prison staff at prisons and area offices, within defined Service Level Agreement (SLA).
• Desktop and server rebuilds, switch installation and configuration.
• Fault/fix the prison’s security system hardware and software.
• Desktop operating system ranged from Windows 95 to Windows XP.
• Training of other engineers.
• Applications used varied from standard to bespoke.
• Hardware ranged from new to very old equipment and consisted mainly of Dell desktops and servers, CISCO switches, and printers from various manufacturers (Dell, Brother, and HP).
• Project management of MAYTAS at sites through out the Northwest. This was primarily used to record all training achieved by inmates and was designed to be accessed by the learning departments within the prisons, probation service and colleges.
• Desktop support for the users at the Manchester Airport site as part of on-site team.
• fault/fix, installation of new desktop and printer hardware, and answering general queries for the users.
• Creation and resolution of accounts on the Microsoft NT4 and Exchanges servers.
• In a Team Leader position, rollout of new computer hardware, migration of computers and data from the old system to the new infrastructure and operating system (Windows NT4) at the Manchester and Stanstead Airport sites.
• Fault fixed any problems left over after the rollout.
• Project managing of the creation of a new intranet site, which was be used by the support engineers to obtain relevant information to complete any tasks with automated forms for users, to help them do their jobs efficiently and effectively.
• Worked as part of a team to troubleshoot and fix problems on Servers, Desktops and network infrastructure.
• In 1999 moved to Manchester Airport to take charge of three airports Manchester, Birmingham and Belfast, to provide Desktop Support for hardware and software.
• Creation of new accounts on the network.
• Upgrading and configuration of hardware and software, including Lotus Notes.
• Project management of the migration of new equipment, effective utilisation of existing hardware to reduce cost and setting up of the EDS Intranet Site for the Desktop Support Engineers.
• For migration servers were upgraded to Windows 2000 from IBM OS/2 Warp, and the workstations to Windows 95 from Windows 3.1.
• Visiting client sites in most areas of the United Kingdom.
• Troubleshoot, upgrade, install and repair standalone and networked computer and printers.
• Computer hardware consisted of desktop and laptop machines from various manufacturers including Compaq, IBM, Dell and various clone machines.
• Printers were mainly dot matrix, inkjet, and laser from various manufacturers.
• Installation of software consisting of Microsoft Office; Lotus SmartSuite; MSDOS; Windows 3.1x, 95, NT4, various other industry standard and bespoke packages.
• Design, build and installation of networks in the company's three offices in Singapore, Jakarta and Bangkok.
• This was to enable effective usage of resources in the offices and communication between the three sites.
• Network comprised of File and Print Server, Exchange Server, workstations, printers and new cable infrastructure.
• New hardware and software sourced locally with difficulty.
• Administration, account creation of the servers.
• Fault/fix the system until the contract finished.
• Employment of system administrator and training the staff.
• On-site to the various sites of Halifax Building Society on the evening of the changeover.
• Supervising of the powering down and bring back on-line of the branch controllers.
• Upgrade to Fibre Optic and Cat 5 Cables.
• Bring back online all the branch computers successfully before the site could be signed off as completed.
• Fault/fix non-functional computers and controllers including software.
• Cabling patching in the cabinets and the cashier desks.
• Fault/fix of existing IT equipment until it could be upgraded or replaced.
• Upgrading of the existing system and by purchasing of new hardware and software to bring the company’s I.T. infrastructure up to date and functioning at full capacity.
• Main network in the company was IBM AS/400 running in Server and Client mode by the use of Dumb Terminals.
• The desktop computers used thin Ethernet infrastructure.
• Management of main project was to reduce dumb terminal and the desktop computer to one desktop computer running terminal services client for the AS/400 and Microsoft Windows.
• Limited programming work on the IBM AS400 system.
• Training of staff upto and including the directors.
• Start up of the business for the proprietor and making into a success.
• Sale to the public of home computers hardware and software, games consoles, and games.
• Sale to businesses of desktop computer hardware and software.
• Recruitment and training of new staff.
• Fault/fixing, upgrading of customers hardware and software.
• Administration including banking.
