Skillsets
Windows 10, OSX, rudimentary Linux, Mobile Devices (Android, iOS)
Office 365 Administration (licensing, billing, user administration)
Setup and configuration of Office 365 Applications - Word, Excel, PowerPoint, Outlook
Many hours of understanding backup procedures such as Acronis, Synology and various other cloud executions.
MS Teams & Sharepoint setup and configuration
Network:
Network:
AD, Server DNS, Group Policy, DHCP, User, PC, and local domain setup.
Setup PFSENSE, DRAYTEK, OPNSENSE, and UBIQUITI ecosystems
Integration with Onedrive from a personal and corporate level.
Good implementation and understanding of VLANs, trunking and network management
Customer support:
Onsite 1-1, Phone and remote support using Teamviewer, Splashtop and Anydesk deployments
Site visit support. Able to analyse issues and action solutions
Azure client deployments
Experience in a helpdesk ticketing environment
Excellent customer service experience. I always have a friendly, relaxed approach to clients; often have a light-hearted tone to reduce any technical anxiety and to strengthen client relationships.
Enthusiastic and a 'can-do attitude.
Administering security solutions
The ability to troubleshoot hardware issues. I can build PCs from scratch, and diagnose issues with laptops as well as most Apple Mac issues.
Beyond Azure...
After over a decade in the creative world (Graphic Design and UI/UX deployment), I needed a change and started from scratch in 2019. My ambition and hunger to consume IT skills as lead me to be of a small but very efficient IT team. My job is varied and fun.
I love my new career supporting the staff, creating policies and bringing new tech into the business.
Look after tickets serving 1st line for all of UK, Ireland and ODI
Process hardware onboarding, and 1-1 staff onboarding; introduce them to the Microsoft ecosystem, answer their questions, and be their one point of contact for all IT issues.
Respond to tickets within 1 hour if possible; solve tickets within 4
Changed the culture of OD UK; before I arrived, our ticketing system was negotiable; which led to misleading reporting (solved), an accurate history of issues (solved) and a formal and unified shift to change how staff interface with IT, policies and security
Preemptive solution by applying Atera, a companywide method of monitoring hardware and potential issues before they happen. “Get ahead of the game” as I call it
Pushed Org-wide transition from on-prem laptops to Azure. I sold the campaign by calling in an MOT (which isn’t technically correct but is more palpable to staff.
Front-line support; so, I'm the focal point for 90% of first contact with IT. I’m here to solve hardware, login issues, some comms problems, printing, networking, WIFI, SharePoint, Teams as well as many others
I keep the wheel turning. Because I respond quickly, I give our UK staff the tools and information to serve OD and the greater good with maximum effort.
I ran regular workshops called Terry Tech Tips; online sessions answering Q&As regarding all aspects of IT, from poor Wi-Fi issues, home printers, the relationship between Teams, OneDrive and SharePoint
