Ethan Defoe

My role as IT Support within Advent is to provide advanced technical support and guidance to our end-users. i am responsible for resolving complex technical issues, troubleshooting software and hardware problems, and ensuring the smooth operation of the IT systems and networks. Additionally, I play a key role in mentoring and training our clients and staff, as well as documenting and maintaining IT procedures and guidelines. With my expertise and experience it is crucial in identifying and implementing improvements in IT support processes and technologies to enhance efficiency and user satisfaction.

• Working within SLA to make sure all Tickets are resolved within a timely manor, this includes triaging tickets to the correct teams
• Operated, enforced and suggested modifications and additions to our Hardware refreshers and Asset system , leading to an increase in service efficiencies.
• Established and supported wireless LAN controllers and access points to provide wireless solutions with streamlined hardware.

Within this Role I have worked with the following software:

• MacOS
• Windows 10 & 11
• JAMF
• Office 365 / GSuite
• Confluence
• Active Directory
• SIEM Tools

• Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
• Troubleshot operating systems, hardware and software problems to identify root causes.
• Translated lengthy troubleshooting steps by breaking down and simplifying instructions.
• Drove short-term troubleshooting and long-term improvement efforts across multiple platforms.
• Carried out preventative checks and maintenance at end of customer interactions to prevent need for further support.
• Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely.
• Assisted wider customer service teams to produce external user guides and internal support tools.
• Delivered complete set-up assistance for networking systems, IP phone equipment and related IT gear.
• Offered technical expertise to contribute to 2nd and 3rd line of support.

• Responding to support requests and resolving technical issues in a timely manner
• Installing, configuring, and upgrading computer hardware, software, and peripherals
• Troubleshooting network connectivity issues and ensuring the smooth operation of IT systems
• Collaborating with other IT team members to identify and resolve complex technical problems
• Documenting support requests and resolutions in the ticketing system
• Providing training and guidance to end-users on using IT systems and applications effectively
• Providing AV Support around offices around our UK & EMEA offices
• Communicated complicated concepts to customers with varying levels of technical understanding in non-patronising manner.
• Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.

• Asset management making sure all equipment ordered is logged into our system (Active Directory)
• Provided 1st & 2nd line Helpdesk remote and telephone support to over 350 clients.
• Supported various operating systems and server technologies.
• Guided and assisted users with technical issues, improving network performance and usability.
• Troubleshot system and network problems, diagnosing and solving hardware and software faults.
• Maintained high level of support by consistently improving knowledge of operating systems and application software.

• Delivered on projects' key objectives with agreed budgets, timelines and standards.
• Used project management tools and techniques for positive, successful outcomes.
• Built and nurtured professional relationships with wide range of stakeholders.
• Identified and managed budget, timescale and scope changes, recommending actions and improvements to meet project goals.
• Led technical delivery teams to deliver high-quality solutions within agreed timescales.
• Troubleshot operating systems, hardware and software problems to identify root causes.
• Investigated and diagnosed customer's technical and product queries.
• Logged and followed-up on unresolved issues and edge cases not covered by internal resources.

• Tested alternative pathways to address complicated issues.
• Communicated with clients to verify roots and causes of computer problems.
• Connected to computer of client using remote link to install programmes.
• Troubleshot hardware and software issues to resolve bugs.
• Advised client to navigate software systems to streamline process.
• Managed servers and data to perform optimal levels.
• Monitored performance and speed of desktop to establish strong infrastructure.
• Documented technical issues and solutions to maintain accurate logs.
• Customised desktop applications to meet user needs.
• Responded to client support requests to download and personalise applications.
• Used ticket systems to answer queries and resolve desktop issues.
• Provided computer training to instruct staff regarding operations.