Summary
Overview
Work history
Education
Skills
Timeline
Interests
OperationsManager

Neil Robert Crawford

Smethwick, Birmingham,West Midlands

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude.

I possess practical experience of IT administration with excellent communication skills and experience managing operating systems & various software applications and the installation & configuration, maintenance and refurbishment of PC's and other hardware. Desktop support engineer with wide range of technical skills and experience with Windows, macOS and Linux operating systems. Accomplished at working independently and in team environments and providing exceptional customer service.

Overview

38
38
years of professional experience

Work history

Internal Support Analyst

Computer Systems Integration Limited
05.2019 - Current
  • Primary job responsibilities include:
  • Maintaining and creating user accounts, ticket creation and management within SLAs, internal asset management and management of external accounts
  • Create and maintain preventative maintenance tasks
  • Creating new user accounts and removal of leaver accounts
  • Taking ownership of tasks
  • Management of Groups including Microsoft 365/Azure /Microsoft Navision
  • Microsoft Application license management and purchasing
  • Administering internal IT starters and leavers process
  • Intune configuration and deployment windows laptop management and iPhone/Android mobiles & iPad
  • Intune configuration and deployment to Apple Macbook
  • Hardware management, fixing PC hardware issues, upgrading user equipment
  • Training other staff members on troubleshooting and diagnosing system faults
  • Utilise remote access software to resolve issues for remote users using remote help/and Microsoft Teams
  • Carry out internal projects from initiation to roll out
  • Liaise with 3rd parties for internal and external users and systems
  • Management
  • Resolve software and configuration issues
  • Work with 3rd parties to resolve phone hardware problems
  • Maintain asset management systems and SIM card administration.
  • Solved interruptions in machines and equipment through collaborations with internal and external third parties.
  • Managed technical support page by creating FAQs and posting knowledge-based articles.
  • Responded to incidents on-site, providing precise time estimations and managing customer expectations.
  • Troubleshot operating systems, hardware and software problems to identify root causes.
  • Reduced escalation workload and maintained timely feedback to management.
  • Performed on-site beta testing for new systems to identify and resolve potential problems.
  • Provided remote support for product functionality, maintenance and troubleshooting.
  • Recommended and implemented configuration changes and system additions to optimise performance.
  • Participated in weekly department meetings to provide input on new and technical processes.
  • Reported incidents, risks and hazards by following set procedures.
  • Wrote technical documents related to current products for publishing on support page.

Service Support Operator

Computer Systems Integration Limited
01.2019 - 05.2019
  • · Work with external clients and both internal resources and external third parties to resolve technical faults as arise and keep up to date with progress as required until issues are resolved
  • · Review Monitoring Alerts to identify any issues that require escalating to incidents and ensure are reported on and followed up
  • · Support drive to improve service delivery by contributing to identification and resolution of incidents and problems as arise
  • · Complete Requests for Change (RFCs) in line with Company’s Change Management process and in order to meet agreed targets or prioritisation
  • · Report any actual or potential security risks or incidents become aware of to line manager and, if required, Group InfoSec Manager
  • Knowledge share and use experience and expertise to support all operational teams beyond own function where appropriate
  • Build and maintain effective and productive working relationships with both colleagues and third parties and support company’s values

Freelance Musician

Musician
07.2017 - 01.2019
  • Managed other musicians in rehearsals, performances and other musical activities.
  • Acquired new performance skills to broaden and diversify live music act.
  • Expanded vocal skills consistently by attending training and learning new techniques.


Senior IT Support Officer

NHS Sandwell & West Birmingham Trust
02.2017 - 07.2017
  • Windows 7 & 10 desktop and laptops deploy and rebuild or hardware maintenance
  • Rollout of IT equipment to various projects
  • Active Directory starters/leavers and group administration/ SCCM administration
  • Exchange and printing services
  • Generic NHS systems (SystemOne, IPM, ICM and CDA
  • Remote authentication technologies
  • Network monitoring - File and Restore and cabinet port patching

Senior Second line Line Analyst

Serco Global Technology Delivery
Birmingham
03.2004 - 01.2016
  • Providing 2nd line remote support to all clients
  • As a senior member of the team, demonstrating significant technical understanding of the client needs
  • Hardware & Software incident investigations and resolution
  • Basic server and network diagnosis and support
  • ITIL process
  • Capturing and reporting on incident and service request data using Remedy to improve team performance against KPIs & SLAs
  • Monitored and documented performance and up-time for company products.
  • Reduced escalation workload and maintained timely feedback to management.
  • Wrote technical documents related to current products for publishing on support page.
  • Reported incidents, risks and hazards by following set procedures.

PC Support Specialist

ITNET Plc Laburnum
Birmingham
01.1997 - 03.2004
  • Support over 500 + PCs and peripherals
  • Mainframe TSO,CICS & As400 administration

User Support Operator/Shift leader

Forte Plc
Dudley
01.1991 - 12.1996

Medical Records Officer

Birmingham City Hospital
Birmingham
01.1990 - 10.1990

Systems Support Engineer

Dentons Computer Systems Ltd
07.1989 - 12.1989

Systems/Dtp specialist

Apricot Computers plc
Birmingham
06.1987 - 07.1989

Technical Support Assistant

Westwood Computers ltd
Birmingham
04.1986 - 05.1987

Education

MIT Diploma - Music instrument Technology

University of Central London
London
1983

Skills

  • Active Directory
  • Powershell scripting
  • Azure & 365 administration
  • Intune configuration/deployment - Windows Laptops
  • Intune configuration/deployment - Apple Mac
  • Intune configuration/deployment - Android phones
  • Intune configuration/deployment - Apple Iphones
  • Safenet Administration
  • Staff education and training
  • ITIL Foundation

Timeline

Internal Support Analyst

Computer Systems Integration Limited
05.2019 - Current

Service Support Operator

Computer Systems Integration Limited
01.2019 - 05.2019

Freelance Musician

Musician
07.2017 - 01.2019

Senior IT Support Officer

NHS Sandwell & West Birmingham Trust
02.2017 - 07.2017

Senior Second line Line Analyst

Serco Global Technology Delivery
03.2004 - 01.2016

PC Support Specialist

ITNET Plc Laburnum
01.1997 - 03.2004

User Support Operator/Shift leader

Forte Plc
01.1991 - 12.1996

Medical Records Officer

Birmingham City Hospital
01.1990 - 10.1990

Systems Support Engineer

Dentons Computer Systems Ltd
07.1989 - 12.1989

Systems/Dtp specialist

Apricot Computers plc
06.1987 - 07.1989

Technical Support Assistant

Westwood Computers ltd
04.1986 - 05.1987

MIT Diploma - Music instrument Technology

University of Central London

Interests

Interests and Hobbies , As a Musician, I enjoy singing in various choirs and conducting play both the piano and organ.

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Neil Robert Crawford