IT Support Analyst Desktop/MS

3/2013 – 12/2013

• Responsible for smooth running of IT infrastructure in Roubini Global Economics, Rentrak, ZAK Media, Inspiring Interns, We are social and other highly pressurised media and financial companies
• Care of IT devices including PCs/Laptops/All Apple devices/Tablets/IP Phones/Printers/WiFi AP/Cisco Firewalls/Cisco Network
• Completed Account Administration in Active Directory including Exchange and Gmail email system
• Kept up to date with all IT documentation including auditing of all IT equipment
• Cooperating with the IT head office in the US to apply all IT Projects to the business and provide necessary training

Key Achievement:
• Built and implemented new Small Business Server Solution all Inspiring users in two weeks with minimal impact to the business.
• Created VMware test centre for the better understanding of new Microsoft and other technologies
• Evolved great communication skills with all level of seniority

1/2007 – 12/2012

• Responsible for 1st and 2nd line support to staff at Daily Mail, Mail on Sunday, Loot, Metro, Evening Standard, Irish Daily Mail, Ireland on Sunday and The Independent in highly pressurised media environment
• Supported 5,500+ computer users and 300 + apple users across multiple sites and overseas
• Win XP/7, Active Directory MS Windows server 2003/2008, MS Exchange server 2010, MS Office 2010, VPN, WiFi Access, HP/Dell workstation, Apple Mac/iMAC/MacBookPro and Canon/Ricoh/HP printers, Cisco IPT, Blackberry, iPhone and iPad configuration
• Provided account administration in AD Windows 2008 R2 (AD and Exchange account creation)
• Training in basic ITIL procedures as part of ITIL implementation on newly revamped service desk
• Worked with CA Service Desk System for call logging, tracking, delegation and ownership

Key Achievement:
• Developed customer support skill in huge corporate organization in highly pressurised environment including managing VIP customers
• Migrated all applications from Windows XP to Windows 7 for 5,500+ users in 6 months with minimal disruption.
• Polished my interpersonal skills and understanding of corporate policy within huge IT Department
• Established great planning, monitoring and controlling assignment

Projects within Associated Newspapers;

Project Active Directory Upgrade
• Moved all company accounts to new hierarchy in Active Directory 2008 from Tivoli system
• Transferred company AD structure from Windows 2003 to 2008 R2
• Created all new Account policies for the Helpdesk

Windows 7 and Exchange implementation
• Responsible for smooth implementation from Windows XP to Windows 7 including Application and user training to staff of Daily Mail, Mail on Sunday, Metro, Evening Standard, Irish Daily Mail and Ireland on Sunday, Independent
• Rolled-out new HP/Dell hardware, planning and co-ordinating the time schedule together with department requirements
• Transferred new knowledge of Windows 7 environment to each department representative and arranged face to face training if required

7/2005 – 7/2006

• Provided a high level of technical support and advice following ITIL principles, dealing with issues promptly and effectively regarding computer equipment, telephones, printers, scanners and networks
• Undertook routine maintenance of equipment and back up procedures to minimise equipment failure and downtime in the event of disaster
• Dealt with queries and problems in company offices throughout Europe
• Updated the Manage Now call logging system and producing inventories regarding software and hardware placement and installations

Key Achievement:
• Expanded understanding of Symbol Wifi devices in very busy international warehouse
• Established understanding of company processes within international company with USA head office