2ND LINE IT SUPPORT
A friendly, personable and determined IT graduate with over 4 years' professional experience. Highly service-orientated, they have excellent customer service skills and a passion for working with end users. They're seeking a technical position in which they can be further challenged and can give them exposure to IT infrastructure and fresh technology.
2nd Line IT Support/ERP Support
4 Years’ Post-Graduate Experience
Unique Selling Points:
Experience with IT in wide-ranging fast-paced distribution environment
Has supported the organisation’s ERP systems to a senior 3rd line level
Operated in a project focused environment in a business analyst/project support capacity
2:1 BSc Computing with Business Degree attained from University of Ulster
MS Office, SharePoint 2007 - 2010, Project 2010, Notepad++, Dreamweaver 8, Photoshop, Joomla, Edeptive, Google Analytics, Team Viewer, Tight VNC Viewer, Trackit, Exchange Management Console, Active Directory, Mail Chimp, Zen Desk, Get Satisfaction, LanDesk Software, Perito ERP, Windows Server 2003/2008 and 2012, Installing - Autodesk AutoCAD LT 2015, AutoCAD, Building Design Suite Standard,
Last Position Details:
IT Project Support
My role at ************ is very varied, it includes 1st - 3rd line end-user support over 3 premises whilst being heavily involved in projects management and project support.
Using the Agile Methodology Scrum, I have managed various projects such as:
• In-house 1 to 1 Excel 2010 training for the entire company -
o I created the training program and rolled it out to all users, allocating some of the training to my colleague. I successfully exceed the target and deadline set by the Finance Director.
• Migration of all users to Safecom on a Windows Server 2008R2 print server -
o All administration was completed by myself; set up of user profiles on Safecom Administrator platform (on Windows Server 2008R2), linking accounts and swipe cards to the print server. Completed effective testing and troubleshooting before implementation, which involved liaising with our Safecom Service provider Ergo, to resolve any major issues.
• Hardware upgrade of all thin clients from Linux systems to Windows 8 terminal servers –
o Set up all terminals and connected them to the terminal server, tested these and scheduled times with each department for roll out.
• Sourced, tested and implemented an E forms app and higher spec laptops for our Catering Design Solutions (CDS) department to improve processes.
For the above projects, I was able to ensure effective time management, meet milestones and deadlines, with the use of MS Project 2010 in creating Gantt Charts and keeping track of all projects.
I created all documentation to ensure my colleague and manager could also fully troubleshoot any issues arose. For the above, I am the go to person in troubleshooting and resolving issues, as well as for Exchange server queries, set up of restrictions of AD and all Mac queries as I have elaborated below.
Projects I assisted my managers on were:
• Domain change from ***********
o I created all users in Active Directory and Exchange Management Console on Windows Server 2012, exported and imported user mailboxes while ensuring all milestones were met.
• Hardware upgrade of laptops/PCs (Windows 7, 8.1 and Apple Macs), printers, tablets (Android) and mobile phones (Android and IPhones):
o I joined all devices to the network. Solely I worked on joining the Mac’s to the network and created documentation to share with our PLC headquarters in England to enable them in doing the same for other companies.
• Software upgrade from MS Office 2003 to MS Office 2010 and of our ERP system, Perito:
o I took part in testing on the ERP upgrade and then demonstrated, advised and supported users with the new systems (both ERP and MS Office 2010)
Other aspects of my role also included:
• Web Administrator for the company website on the Edeptive web platform;
• Working with the Marketing department on improving their current marketing website
Good with notice