InterCallIT Support Engineer
Nov. 2006 - Mar. 2012While working at "Intercall Conferencing Services Europe Ltd" I have been proactively acting as a part of team, including two support engineers in Gloucester and within a team of five support engineers Europe-wide and supervised user base of over 500 individuals across Europe and Canada. I have been proficiently overseeing and maintained connectivity of VPN, TCP/IP, and FTP. Supervising and maintaining user accounts by utilising AD and CA provisioning manager alongside setup Blackberry users through BES and configured desk phones using Intertel session manager. I have been leading and monitoring overall software related queries regarding general productivity software and operating systems, including MS products, Citrix, CA antivirus, and Bespoke software such as accounting packages and communication bridge software
• Established and implemented login script for an EMEA wide project.
• Assisted Satellite European Offices through telephone and remote desktop sharing software.
• Improved local internal users experience by identifying and resolving issues over the phone, messaging, Service Desk Requests, and face-to-face scenario, while local user base up to EMEA managing director level.
• Overhauled and configured all hardware including laptops/desktops, printers, monitors, AV hardware and telephones such as Desk and Mobile/Blackberry as well as cable and switch installation.