Ebenezer Hayford
IT Specialist
Croydon,CRY
Summary
Friendly Help Desk Technician with 9 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
1
1
Language
Work History
Senior Help Desk Technician
LexisNexis Risk Solution
Sutton, STN
2022.12 - 2023.02
- Administered company-wide SAP and Active Directory servers for 30,000 employees worldwide
- Implemented Active Directory Services ADFS for single-sign-on access to Office 365 environment
- .Enhanced helpdesk ticketing system (Top Desk), resulting in reduction in support call turnaround time.
- Achieved working knowledge of Active Directory 2008 and above with regard to Security Events logging, user CN.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Information Technology Support Specialist
IT MISTRY
London
2022.05 - 2022.11
- IT MISTRY provide IT support to a range of small business who are in the financial sector
- The role was a Remote work and we visit clients on site once a week
- Support end users in person and via remote assistance, telephone, chat and email
- Provide resolution to technical or application issues reported by customers or management
- Respond to customer issues with status and resolution
- Document and maintain support records of customer interaction for knowledge base in the ticketing system
- Track issues and act as liaison between IT Department, Operations team and related departments in order to resolve issues
- On-boarding and off-boarding of employees
IT Deployment Engineer
Dell Technologies
Edmunds
2022.03 - 2022.05
- I was recruited for Dell via WIsa to roll out over 40 new Laptop/Desktop across a company called Dalehead food the Core Duties required to install software /windows OS for their new Laptops/Desktops , test, image and carry out documentation ,copy profile and data from old machine to new and support new user
- It an extremely customer focused role so customer skills had to be second to none
Information Technology Customer Experience Center
Exxon mobile
Leatherhead, SRY
2021.08 - 2022.03
- My Role is varied with a focus on ensuring that the highest possible services standard are met
- I am one of the team in the IT solution centre where users can pop in to seek assistance for any IT-related- requirement, issues, support and basic training or just to have a chat with the friendly IT guys
- We offer problem solutions for all mobile devise including IOS devices and laptop, system support, configuration and installations and deskside support from moves and changes to hardware support
- Support of remote home based users are also available
- I am also responsible for providing network support in and out our office site, implemented procedures for architecture.designing support and maintenance of AD and IT infrastructure projects we are the heart of the IT support within the office and attract a lot of demand, I have learnt a lot on the job and a lot about
- Exxon Mobil IT and this has been invaluable when helping customer or users who need extra help
- Most of my duties involves the use of active directory and 365 to manage domains
- Auditing user permission across platforms.reset and Change user password and plan disaster recovery with the team
- We have recently seen the ticketing system migrated to service now which has brought about new learning challenges and also undertook zoom project by converting all the companies 11 conference room from Av & click share into zoom Logitech rally room technology
lead Computer Centre Engineer
Wisa Services
City Of London, LND
2021.07 - 2021.08
- General 1st line ServicesDesk administrative duties such as answering calls, replying emails, creating and updating tickets and keeping clients up to date Design and maintain computer hardware and software by testing computer processors, circuit board and the network system
- Improve cloud solutions by creating new services and improving existing ones
- Ensuring 1st time fix rates across the client portfolio, negating need for additional site visit
- ServiceDesk technical duties such as troubleshooting issues from slow computers to virus\malware scanning adding/removing users account,/office 365 user account administration
IT Hardware Engineer (Team Supervisor)
IT Moving Service
London
2020.08 - 2021.07
- This role involves both windows and Mac skill
- Support with windows operating system and
- Microsoft 365 and general hardware, software ,PC built and networking (DHCP.DNS )
- Moving and reinstalling the desktop and IT
- Equipment of the users between office locations new installation and replacemen
- Connecting and conducting operability testing of the equipment in the office including patching the network connections in the office
- Installed and upgraded Jamf Software Server/JSS, Apache Tomcat, and MySQL
- Created macOS 10.12 Sierra end user self-update policy in Jamf/Casper Self-Service
- Applied Confidential to harden Mac OS X 10.10 Yosemite security
- Prepared upgrade proposals for Confidential ’s Mac systems
- Managed iPhone, iPad, Android, and BlackBerry devices.
Passenger Check in Agent
Gatwick Airport
London
2019.06 - 2020.07
- Demonstrated respect, friendliness and willingness to help wherever needed
- Offered friendly and efficient service to all customers, handled challenging situations with ease
- Resolved problems, improved operations and provided exceptional service
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Completed all paperwork, recognizing any discrepancies and addressing them in a timely fashion
- Customer service delivered by actively providing assistance to customers or travellers
- Including those desktop help Administrator
Desktop Help Administrator
Panalux
London
2018.03 - 2019.03
- Collaborated with department or management to achieve result
- Administrate the process within the IT service desk team
- Administrate user account process including the creation
- Deletion and disabling of network system and application account
- Provide technical support on all IT related matters
Desktop Support Engineer
Nhs Croydon Sickle Cell, Croydon
2014.03 - 2018.04
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated
- Removed malware, ransomware and other threats from laptops and desktop systems
- Provided continued maintenance and development of bug fixes and patch sets for existing web applications
- Assessed system hardware and software and suggested modifications to reduce lag time and
Education
Network and computer systems in CompTIA Security+SY0-501 -
2021.10 - 2022.01
CompTIA security +SY0-601 in Computer Networking -
CompTIA
2010.09 - 2011.08
Bachelor's - Cyber security
City University
City Of London, LND 2020.11 - 2021.10
Bachelor's - Business Information Technology
London South Bank University
2018.06 - 2019.07
Skills
Security hardware Excellent
O365
Active Directory
Engineering support
Windows /Mac
Timeline
Senior Help Desk Technician
LexisNexis Risk Solution
2022.12 - 2023.02
Information Technology Support Specialist
IT MISTRY
2022.05 - 2022.11
IT Deployment Engineer
Dell Technologies
2022.03 - 2022.05
Network and computer systems in CompTIA Security+SY0-501 -
2021.10 - 2022.01
Information Technology Customer Experience Center
Exxon mobile
2021.08 - 2022.03
lead Computer Centre Engineer
Wisa Services
2021.07 - 2021.08
Bachelor's - Cyber security
City University
2020.11 - 2021.10
IT Hardware Engineer (Team Supervisor)
IT Moving Service
2020.08 - 2021.07
Passenger Check in Agent
Gatwick Airport
2019.06 - 2020.07
Bachelor's - Business Information Technology
London South Bank University
2018.06 - 2019.07
Desktop Help Administrator
Panalux
2018.03 - 2019.03
Desktop Support Engineer
Nhs Croydon Sickle Cell, Croydon
2014.03 - 2018.04
CompTIA security +SY0-601 in Computer Networking -
CompTIA
2010.09 - 2011.08