Daniel Straker

- Remote support for 5 alternative provision organisations across Ashington and Cramlington

- Administration of Microsoft 365 account

- Security for Microsoft 365 with a focus on cross-organisation Teams and file sharing

- Support for office hardware including computers, printers and wi-fi

• Company Overview: www.partnerize.com
• Management of business IT estate globally. Primarily working with Mac (JAMF Pro, Apple Business Manager) with some Windows (Intune, Azure) and Linux (Manage engine central, Landscape) - MDM provision, policy creation, asset management, creation and investigation (JIRA asset management)
• Hardware repair management in office (Macbook Pro, Dell & Lenovo laptops) liaising with third party if required on repairs.
• Access management for business systems, Staff on-boarding and off-boarding in line with Company Security policies. I also engaged with new and exiting staff on return of company owned equipment and shipments globally.
• Delivered training to staff on new technologies (examples include password management rollout, device migration, BYOD setups)
• Handling 1st,2nd and 3rd line support tickets across multiple locations globally for internal staff, ensuring tickets are managed within agreed SLA timescales (JIRA service desk, Zendesk experience)
• Assisted and led projects for the business, examples including Office moves, Tech Refresh hardware cycles, migration of users to systems following company mergers, Security improvements + procedures
• Some SQL knowledge, assisting 3rd party clients with reporting tasks via Database exports.
• Updated and created documentation on new processes and procedures (JIRA Confluence)
• Www.partnerize.com

• Company Overview: www.nelt.co.uk
• 2nd line support, taking ownership of helpdesk tickets via Freshdesk and Solarwinds systems; escalating if required after thorough diagnosis/investigation.
• Assisting and guiding colleagues in 1st line support team where necessary with issues they escalated to 2nd line.
• Management of wired and wireless network infrastructure using Meraki web UI
• Management of site-wide Google accounts via Google Admin portal
• Installation of network hardware including Meraki switches, wireless access points, network points, including a Physical networking overhaul including network cabinet replacement and patching schedule improvements
• Supervision/mentoring of L2 Apprentice through their course and practicals
• Creation and maintenance of cloud-hosted user accounts and mailboxes in Office365
• Management of Sophos anti-virus clients and server management console
• Management of Microsoft DPM 2012 console to monitor and restore backups
• Creation and maintenance of Group Policy objects, and diagnosis of Group Policy-related problems on-site
• Physical networking on site. Cable runs, wiring local ethernet ports, patch panels
• Updating knowledge base documentation via solarwinds/freshdesk

- Took further responsibility with L2 and L3 support across multiple school sites in Ashington.

- Hardware and software support for chromebook laptops and android tablets, screen replacements and general upgrades.

- Assisted with online examination prep and setup with senior techs, ensuring all software is updated and smooth for student examinations.

- Assisted in event setup, presentation creation, general audio and video support and supervision for important clients.

- Managed on and off site backups of multiple site systems.

- Assumed a more central, sole point of contact role on one of the sites, gaining vital experience on working independently and under pressure.

- Provided cross-team and staff training for members of staff joining from newly acquired sites, creating documentation and provided training presentations on bespoke software and processes.

• Company Overview: now nelt.co.uk, was Ashington High School
• Assisted with Level 1 IT Support and maintenance.
• Active directory - assisted with user creation, deletion, passwords and some group policy changes.
• Hardware support for all on site PC's, laptops, tablets and third party tooling.
• Provided front of face customer service for the IT department for all staff and students.