IT Support/Project Manager & Business Analyst

Jan-2010/Current:  Midas Telecom SL, Spain & UK (Telefonica Reseller) - IT Manager / 3rd Line Support Engineer.

Responsibilities:

• Manage all IT Infrastructure within the company
• Look after IceWarp Email Server & Manage new User Accounts
• Maintain MS SQL Server for CRM & Billing Platform (Telavanti)
• Manage VoIP PBX & Phone System
• Support to New IT Projects within the company
• Assist in 2nd/3rd Line Support Queries
• Managing Provisioning (ADSL & New Lines) with Carriers

• Installing WiFi antennas for Internet Connection
• Email & Phone Support with clients resolving Internet & Email problems
• VoIP Phone (ATA) Installation, Grandstream Devices
• Installation of parabolic dish antennas for wider coverage in rural areas
• CCTV Camera Installation & Wireless Alarm Systems
• Install & Configure Mozy Online Backup Software on clients PCs (Distributor for Mozy)

• Desktop Analysis for New Roll Out Project
• Upgrading Desktops ready for New Platform (Vista & XP)
• Internal IT Support
• Working within ITIL Processes
• Managing Support Tickets using Landesk Service Desk Console

• 1st and 2nd line support of approx. 5000 users, both remote and desk side
• Supporting internal CRM applications
• Basic troubleshooting for Exchange 2003
• Account and profile creation for new users
• Data Management and monitoring on servers
• Hardware and Software Upgrades

• Supporting over 15,000 internal staff users through Helpdesk support via “Remedy” package
• Account and profile creation for new users
• Basic troubleshooting for Exchange 2003
• Resolve password issues and restrict certain data information
• Data/Mailbox Migration when people moved departments
• Working within ITIL Processes
• Managing Support Tickets using Landesk Service Desk Console

• Workshop & On-Site position dealing with local businesses
• PC/Server Installation & Repairs  HP,Compaq,Dell,Fujitsu,IBM
• Network Design & Installation LAN & WAN
• Printer/Fax/Copier Specialists HP,InfoTec,Epson
• Dictation & Typewriter Repairs

• Network & End User Support for local Doctor’s Surgeries and NHS departments
• New PC / Printer Installations
• Hardware & Software Support
• Customer facing role