Oliver Adams
Chelmsford,Essex
Summary
Hardworking and dedicated, well-presented IT Professional with over a decade of experience in the IT Industry. With a positive outlook and a great deal of enthusiasm, I contribute particularly well in team based cooperative environments. My professional experience has provided me with the opportunity to utilize my skills which will bring value to your customers and your business.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
Work history
1st/2nd Line - User Support Analyst
Greater London Authority
London, Greater London
05.2017 - 10.2024
- Delivering 1st and 2nd line support for Greater London Authority
- Supporting 0365, Azure AD, SharePoint, MS Teams, MS Intune
- On-boarding and Off-boarding of New Starters and Leavers.
- Using Exchange Management Shell/PowerShell to automate tasks
- Intersect network traffic, filter e-mails, monitor incoming/outgoing emails using Forcepoint
- Using Remote Software to support all members of staff
- Using SCCM to image/re-image Desktops and Laptops
- Mobile device support, and configuration of company iPhones devices.
- Supporting Xerox, Ricoh, and Samsung Printers/Photocopiers
- Set-up Meeting Rooms/Conference Rooms and Mayors Question Time.
- Serving as an escalation point to colleagues, and training new members within the Service Desk
- Taking a lead role in a number of projects.
- Meeting KPIs and SLAs within the GLA.
- Creation of Documentation, Processes, and Guides to upload onto company Knowledge Database.
- Adhering to ITIL Framework V4 and adopting some of ITILs best practices
1st/2nd Line - IT Solutions Specialist
LHHPenna
London, Greater London
01.2017 - 04.2017
- Supported 400 members of staff internally and externally
- Dealing with numerous IT issues, primarily responsible for Deskside Support, Remote Support, and Server related issues
- Diagnosing and resolving malicious threats/malware/viruses using Windows Systems, Task Scheduler, Task Manager, McAfee Enterprise, and Malware Bytes
- Provided Office 365/MS Office 2016 support
- Allocating telephone extensions with telephony system (ipCortex)
1st/2nd Line Engineer
Olympus KeyMed
Southend-On-Sea, Essex
11.2014 - 01.2017
- Providing integral technical support for 1600 users across the UK, Europe and MEA Regions
- Technologies supported include Windows 7, 8, 10, IBM Lotus Notes, IFS, and Microsoft Office
- Managing time efficiently to perform to strict SLA's set out by corporate guidelines
- Prioritizing tasks so that our mission statement is unaffected
- Supporting Blackberry devices, knowledge of BES, configuration of Alcatel desk phone, headsets & phone docks
- Repairing and troubleshooting Dell, Xerox, Zebra, and Ricoh Printers/Photocopiers
2nd Line Service Desk Engineer
M&C Saatchi
London, Greater London
03.2014 - 09.2014
- Liaising and supporting customers
- Configuration of Avaya desk phones including patching and allocation of extensions using telephony software
- Managing and maintaining functionality of Ricoh photocopiers
- Preparing and setting up internal and external client meetings
- Setting up Pcs, Macs, iMacs, laptops, printers & desk phone's during desk moves and office configurations
1st Line Service Desk Analyst
Advanced365
London, Greater London
03.2012 - 12.2013
- Supporting up to 1000 users within a large delivery company
- Working towards strict SLAs in a fast-paced environment supporting users via phone, email and remotely using the Remedy call logging system
- Solving issues on PCs and laptops remotely
- Using Active Directory to manage user accounts including password resets, and account unlocks
- Providing support for Blackberry devices
- Using Citrix Integrated Remote Desktop Protocol Client and Citrix Management Console to resolve frozen servers/sessions/applications
- Helping users with any issues with various Software, including bespoke software used by the company
Education
Microsoft Technology Associate (MTA) Networking Fundamentals, Microsoft Technology Associate (MTA) Windows OS Fundamentals, Level 3 Extended Diplomas in ICT Systems and Principles, Level 3 Diploma in Professional Competence for IT and Telecoms Professionals, Level 2 Award in Work Skills for Effective Leaning and Employment, Level 2 Key Skills in Application of Number
Zenos I.T. Training Academy
09.2011 - 05.2012
BTEC National Certificate - ICT (Merit), Mathematics GCSE (C), English GCSE (C)
Havering Sixth Form College
09.2010 - 09.2011
Skills
- Team player
- Technical leadership
- Project Management
- Strategic thinking
- Troubleshooting proficiency
- Effective communicator
Affiliations
- Received a Jack Petchey Award
- Martial Arts
- Socialising
Timeline
1st/2nd Line - User Support Analyst
Greater London Authority
05.2017 - 10.2024
1st/2nd Line - IT Solutions Specialist
LHHPenna
01.2017 - 04.2017
1st/2nd Line Engineer
Olympus KeyMed
11.2014 - 01.2017
2nd Line Service Desk Engineer
M&C Saatchi
03.2014 - 09.2014
1st Line Service Desk Analyst
Advanced365
03.2012 - 12.2013
Microsoft Technology Associate (MTA) Networking Fundamentals, Microsoft Technology Associate (MTA) Windows OS Fundamentals, Level 3 Extended Diplomas in ICT Systems and Principles, Level 3 Diploma in Professional Competence for IT and Telecoms Professionals, Level 2 Award in Work Skills for Effective Leaning and Employment, Level 2 Key Skills in Application of Number
Zenos I.T. Training Academy
09.2011 - 05.2012
BTEC National Certificate - ICT (Merit), Mathematics GCSE (C), English GCSE (C)
Havering Sixth Form College
09.2010 - 09.2011
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