Michael is an experienced professional who has more than 5 years of hands-on expertise. He is flexible, competitive, and can work under pressure. Overall, he is an outstanding worker with leadership tendencies.
IT Helpdesk Technician L2
October 2017 - Present
Provides Level 2 Technical Support incoming queries and issues related to computer systems, software, and hardware, including printer and telephony systems.
Responds to customer queries over the phone or by email.
Informs users on the proper use of the technology by using a remote desktop connection.
Coordinate with proper escalation support teams for any sitewide outage or issues.
Install, configure, modify, and repair computer hardware and software.
Provide support, testing and maintenance of provided services including software, hardware and networking.
June 2015 - October 2017
Provides technical and desktop support to colleagues in customer services.
Performs all routine IT site support responsibilities to include but not limited to the following: installation, configuring, maintaining and troubleshooting PC hardware and software in accordance with WilliamHill and partner specifications.
Provides end-user technical support on WilliamHill applications and project-specific applications.
Performs administrative functions and inventory control as required.
Proactively recognize technical issues affecting the agent or call centre production and recommend an effective solution.
Runs reports on internal trouble ticket activity, printing work orders and following up to resolve issues ensuring timely resolution of site's workload as required.
August 2014 - June 2015
Maintains and monitors the overall IT Infrastructure, including server and network management
Configure server roles such as Active Directory, DHCP, DNS, Print and File Services according to the business needs.
Responds to downtimes and provides resolutions to clients
Manages the telephony services (Fonality) and PABX infrastructure.
Directly coordinates with third-party providers for any additional business requirements.
Developed an Inventory System for managing internal IT assets and equipment.
February 2013 - August 2014
The objective of the project is to give a detailed view of all the laptops currently issued to each user (i.e. The Operating System installed on a user’s laptop, hardware specifications etc.) These data are used for software license inventory using a Microsoft console snap-in called Volume Activation Management Tool v2.0).