Adam Stevens

Areas I cover in my role include, but are not limited to; Azure, O365, Exchange Online & 2013, VMWare, Windows Servers, Networking, Cisco switches, Telephony, (Teams, Skype for Business, Sonus SBC's, Polycom), Palo Alto firewalls, Active Directory, GP, WiFi (Meraki), Worksite/Filesite, Server patching, Ivanti security, SCCM, IAAS. Having been promoted from 2nd line deskside/EUC to 3rd line Infrastructure, I have a good understanding of what user/client expectations are which enables me to provide the best support.

• As 2nd line support, I am responsible for dealing with and resolving all calls that are passed on from the 1st line helpdesk • Responsible for patching & configuration of Cisco switches, Polycom phones, PC’s, printers & WIFI AP’s • Part of a team responsible for Bluecoat & HEAT security systems • Responsible for complete user setups inc Active Directory • Good experience using Exchange 2007 & 2013 management centre • Overlook Ricoh MFD’s and Equitrac as well as the onsite engineer • Building of Surface Pro’s / PC’s via SCCM & Altiris deployment agents • Good knowledge of Win10 & Win7 • Good experience with supporting Bighand & Winscribe • Setting up of meeting rooms & seminars • Meraki cloud WIFI setup and monitoring • Full desktop setups for moves and testing of equipment prior to users arrival • Setting up of iPhones with WorxHome & previously BB’s for users and use of BES services

Employment History: HP CDS; within Deutsche Bank - March 2012 - January 2014 Technical Field Engineer, - Provide support for 1700 HP managed print service MFD and desktop printing devices across 12 Deutsche Bank sites across the City of London. - Thorough diagnosis and repair of devices to ensure no re-visits are needed - Work using a ticket system and respond to calls raised by users regarding issues they have come across with their printing devices and provide full service support ranging from diagnosing the problem to replacing the units & parts to ensure it is back up and fully operational within the SLA agreement - Installation of new devices and perform extensive tests through both to make sure it is in fully working order and to the customer’s specifications. - Set up networking including knowledge of DHCP/DNS settings - Full support of the pullprint service (Safecom) – Hardware and software - Fit maintenance kits to all desktop printers and MFD devices at these sites to keep the fleet running without the worry of avoidable issues - Have extensive knowledge of how to use devices and more than capable to demonstrate the users how to setup all aspects to get full use out of the devices - Use WJA (webjet-admin) to overlook all devices remotely for supplies and detailed information and assists with the swift response times I have completed the Comptia Server+ certification while working for them and as a result I understand the networking and server side of the setup in much more detail. I am looking to expend my knowledge into these services.

- Be on call to solve hardware issues that arise on High volume Xerographic MFD’s by identifying the issue and performing the right solution to keep the device on test whether that be fixing the part or replacement/modification - Work closely with the software/hardware development teams to determine root causes of problems and input my opinion into a cost effective fix - Install structured software across a fleet of over 100 machines as well as hardware modifications to pre-production and post-production photocopiers - Oversee a group of colleagues and be ready to contribute my opinion when asked or considered necessary - Use software development programs as well as ‘back-channel’ traces to adjust and develop the software manually - Responsible for training new colleagues to the high standards that are expected along with current workers who required / requested re-training

- My role was to test all software aspects of prototype, pre-production and post-production photocopies and printers - Discover software issues during the course of the 3 stages of production - Maintain high standards of data quality to ensure best results have been established and logged on to the system - Compose detailed reports of issues found throughout the course of production