sirdifield james

* My role was a 1st/2nd Line Support analyst ensuring the smooth running of the business. I was empowered to provide diagnostics, at the desk side or by remote support across a Windows 7 and office 2013 platform with skype as the VOIP System. * Key Responsibilities: * Respond to incidents and problems in a timely manner within agreed business SLA’s, via phone, Email and online support * Diagnose, troubleshoot and resolve hardware and software issues for: Desktops, Laptops, MFDs, IPads and IPhones * Action and prioritise calls that are logged in the ICT Online Service Desk * Service Matter Expert * Mobile communications support * Assist Site Support and Infrastructure Team in technical project work * Key Achievements in role * Won Best Achiever award at MACE January 2013

* I joined Wizard IT as an Apprentice Engineer and upon completion of my professional qualifications, I provided local and remote technical support and attended site where necessary, as well as out of hours support, also liaising with Internet service providers when necessary. * I used to undertake system and network installs and configuration of key client networks, and the client backups. * Key Achievements in role * I was promoted to 1st/2nd line technician support, dealing with accounts and queries for several high-profile contracts. * Winner of Advanced IT Apprentice of the year 2012 * Managed mailboxes within Exchange 2003/2007 and 2010, * Managed message labs Email Security and Hyper V Virtualization.