Ryan Mather

• Independently managing the IT Asset Disposal Scheme in collaboration with our Information Security Team - ensuring all asset disposals are compliant with GDPR policies & sustainability practices. Supervise all incoming asset disposal requests from other faculties & departments - responsible for maintaining disposed asset records within our inventory and keeping records of data destruction certificates within departmental SharePoint.
• Installing PC’s and other related IT equipment in both office and teaching centre environments.
• Using problem solving skills to troubleshoot and rectify software issues at operating system/driver and application level. Escalating to other support staff where necessary
• Maintaining spare parts stocks and replenishing as necessary.
• Using tools to provide remote support to users working from home or off site.
• Providing 2nd line support to University IT Systems.
• Working with project teams assisting the delivery of set outputs to satisfied customers.
• Investigating new technologies and making recommendations for the continuous improvement.
• Ensuring sound time management, multi-tasking effectively in order to adapt plans, prioritise and coordinate work, responding as necessary to changing priorities, circumstances, and workload.
• Ensure queries from users referred by the Service Desk are dealt with.
• Where necessary liaising with the Desktop Support Team Leader and the Desktop Manager, ensuring that jobs arising from formalised requests are processed in accordance with agreed service level standards.
• Forge excellent working relationships with clients, suppliers and colleagues, internal and external to the Department and University.
• Provide advice and consultation to staff and students when required.
  Develop and maintain quality working relationships with all other Departments in order to deliver a high quality efficient and effective service.
• Handling enquiries, requests, faults and other matters concerned with PC issues.

• Assisting over 2,000 students and staff with varied technical ability.
• Providing 1st & 2nd line support.
• Supporting IT Systems Officer with switch/server mounting and some limited configuration experience.
• Supporting and resolving issues with Mitel/MiCollab telephone systems.
• Supporting and managing MFDS. Toner replacement, paper refill, hardware fault troubleshooting.
• Liaising with external suppliers and warranty providers (tech disposal, konica minolta, hp, dell, lenovo).
• Limited experience utilising VMWare.
• Limited experience using Linux systems (mainly Ubuntu/Debian).
• Ensuring PC/Mobile estate complies with Cyber Essentials requirements.
• Refurbishing PC teaching spaces and fitting/installing portable laptop trolleys.
• Troubleshooting general user account issues and 2FA via Azure AD/on-prem AD.
• Providing support & equipment for marketing events (enrolment, open days, etc).
• Assisting with use/management of digital signage.
• Switching out failed drives in servers.
• Assisting users with office365 (outlook, calendars, teams, meetings), autodesk & adobe softwares.
• Great understanding of corporate licensing.
• Assisting users remotely throughout COVID-19 pandemic.
• Assisting users with VPN, RDP & Citrix technologies when working remotely.
• Assisting users with shared drives, storage space, quota, etc.
• Maintaining stock lists and storage rooms.
• Patching/rewiring/recrimping network ports.
• Providing support & assisting students and staff with online exams.
• Finding lost/mislabelled ports using network probe.
• Finding and resolving network loops.
• Assisting with Cyber Essentials/security audits.

Apprentice until 2021, I was employed as full-time IT Technician from May 2021 whilst continuing my apprenticeship until August 2021.