Stephen Smith
Coventry,West Midlands
Summary
Dedicated desktop support analyst with expertise in Windows 10 and 11, employing Microsoft Intune and SCCM for streamlined system management. Skilled in equipment maintenance, system updates, and user training, consistently aligning with organizational targets. Strong communication and adaptability enhance IT operations in evolving environments. Proven track record of resolving helpdesk tickets efficiently, showcasing problem-solving capabilities under pressure.
Overview
19
19
years of professional experience
1
1
year of post-secondary education
Work history
Desktop Support Analyst
Conectiv-SCS formally Vantiva and Technicolor
Rugby
2022.06 - 2026.04
- Working at Conectiv-SCS in Rugby as Desktop Support Analyst Providing support for onsite and remote workers, addressing user issues effectively.
- Utilised in-house ticketing system to manage incidents, aiming for first-fix resolutions within SLA agreements - If unable to resolve issue myself assigning ticket to desired department for them to look at resolving but still taking ownership of assigned ticket until resolved.
- Executed daily system checks, proactively identifying and resolving potential disruptions to ensure optimal system performance.
- Major upgrade has just been actioned to upgrade all Laptops and Desktops to Windows 11 plus migration to new domain that was created for Conectiv-SCS domain and ensuring all devises were migrated to new domain correctly.
- Undertook upgrade of devices to Windows 11, ensuring user access to required software and that all licences were valid.
- Laptops were actioned using Microsoft Intune- this automates device enrolment, compliance, app deployment, and security updates . Had to ensure that all devices were enrolled correctly.
- Desktops were managed by SCCM (System Centre Configuration Manager) - this automates device enrolment, compliance, app deployment, and security updates.
- Replaced non-compliant hardware to meet upgrade requirements.
- Working with 3rd party company - Apogee Corporation, had to look after all printers onsite ensuring Toners were replaced only when required, Toners should be sent by Apogee when below 20% -Run weekly check to see if any toners had not been sent and where necessary order replacements. Raise support calls on Apogee portal for any issues that could not fix myself and needed site visit by Apogee.
- Collaborated with third-party suppliers for hardware repairs, contributing to resource savings.
- ·Administered user accounts using Active Directory to maintain security standards.
- Provided training on new software applications to enhance user confidence.
- Onsite AS400 is used for picking ordering process and part of job is to run daily checks to ensure system is running smoothly. Resolve any errors that occur on system and where needed replace hardware if anything becomes faulty.
- Look after label printers onsite ensuring there are no issues with print heads and are regularly cleaned. Also, where needed run adjustments so as label prints properly. Where needed run repairs on devices if any problems occur.
- Voice and hand Scanners are used for picking and packing system onsite - both hand scanners and voice scanners use Honeywell system. Ensure software is up to date and that there are no communication issues. If fault occurs try if possible, to fix issue myself or if needed raise ticket and send device away to be repaired. Also keep in regular contact with Honeywell for any software upgrades available. Also, daily monitoring is used to check all connections are working correctly to minimise disruption.
- Support company mobile phone Network and resolve any issues that users have connecting their devices both Apple and Android to company network. Also run checks to ensure company Guest Wi-Fi is functioning correctly and where required grant access for external visitors to access company Wi-Fi.
- Fulfilled ad-hoc duties as required including out-of-hours support, demonstrating flexibility.
Desktop Support Engineer
Peugeot \ Stellantis
Coventry, West Midlands
2020.10 - 2022.06
- Assisted onsite workers and remote users at PSA headquarters in Coventry during COVID-19 pandemic.
- Supported Peugeot, Citroen, and Vauxhall dealerships across UK with technical issues.
- Provided general support for incidents and requests raised on company service desk, both onsite and remotely.
- Reassigning tickets that could not resolve to relevant departments for them to investigate while keeping users updated.
- Participated in refreshing machines within business scope, following 3-year replacement cycle for laptops and 4-year for desktops.
- Configured new machines using SCCM, selecting appropriate software for distribution.
- Contacted users to arrange machine swaps, ensuring data transfer and software accessibility.
- Informed users of any changes upon receipt of new devices
- Keeping Asset registers up to date and arranging disposal of old equipment which was shipped to France.
Desktop Refresh \ Support Engineer
HP Enterprise \ DXC \ FDS Onsite at E-ON
Coventry, West Midlands
2016.03 - 2020.10
- Working for originally HP now DXC \ FDS Employed as Desktop Refresh engineer to assist with migration of company equipment to Windows 10 using SCCM server or image that is located on memory stick.
- Standard refresh is usually 4 years for laptops and 5 years for desktops, but this has changed recently due to requirement to get everybody migrated to Windows 10.
- Ensuring all users data is backed up and assisting with training on any new applications that have been adopted.
- Once project was completed was kept on to undertake general support work for requests made using HP in-house ticketing system to support Incidents to required Service Level Agreement including VIP support.
- Keeping up to date logs of changes made and when required arrange for old equipment to be collected.
Deployment Engineer
Carillion \ Wipro
UK, UK
2015.01 - 2016.03
- Travelled around UK visiting various sites including Government sites including MOD and MOJ sites where security clearance was needed.
- Deploying laptops and desktops for company-wide upgrade to Windows 7.
- Executed both automated and manual migrations, ensuring data transfer from original machines to new systems.
- Supported users in setting up and configuring their new devices, including Outlook 2013 and Citrix Receiver and Printer Installation.
- Carried out new hardware installations and updates, keeping systems functional and secure.
- Guided users through changes in operating systems and provided instructions on remote connectivity if working from Home.
- Configured users' mobile devices for email access, ensuring seamless communication.
- Implemented laptop security measures for data protection using Bit-locker
- Maintained accurate inventory records to ensure optimal supply management.
- When no migrations are to be carried out undertake any business-as-usual work or any other work allocated.
Service Desk Migration Analyst
Highway Agency (Phoenix IT Services)
Northampton, Northamptonshire
2014.12 - 2015.01
- Short term 1-month contract working on Highways Agency Service desk logging calls and doing 1st line fixes where possible to increase production over Christmas Period.
- SC Cleared role
Configuration Engineer
Kelway UK Ltd
Rugby, Warwickshire
2014.11 - 2014.12
- 3-week contract configuring 1650 Samsung Galaxy Tablets for customer of Kelway \ CDW UK
- Tablets had to be configured to customer’s specification – removing unwanted applications and adding customer’s homepage and ensuring that all updates have been applied.
- Tablets then had to be cleaned and placed in cases before being re boxed ready for shipment
Deployment Engineer
HP CDS / NHS Addenbrookes Hospital
Cambridge, Cambridgeshire
2014.10 - 2014.11
- Short term Contract on site at Windows 10 and 11 support
- Effective communication with colleagues and customers
- PC and remote support
- Active listening and eagerness to learn
- Microsoft Intune and SCCM expertise
- Equipment maintenance and software configuration
- Cable management installations
- Antivirus configuration knowledge
- MS Office applications support
- Network patching and LAN port patching
- Second line support
- ServiceNow proficiency
- ITIL knowledge and security clearance
- NVQ Level 3 Improvement Technician qualification
- Hardware installation and maintenance
- Remote desktop experience
- Active directory experience
- Active Directory
- System configuration
- Office 365
- Software installation and upgrades Hospital in Cambridge working as Deployment \ Floor walking Engineer for last few weeks of Windows 7 upgrade project.
- Supported upgrade of Desktops, Laptops, and Printing solutions throughout hospital site.
- Performed various tasks related to Integration of new patient Integration project called Epic which is paperless clinical system.
Service Desk Migration Analyst
Highway Agency (Phoenix IT Services)
Northampton, Northamptonshire
2014.10 - 2014.10
- Short term Contract Working on creation of new Highways Agency Incident / Change management service desk for Department for Transport which was transferring from ATOS to new service provider Phoenix IT.
- Primarily involved in data migration process Analysis, documentation and software Development of new toolset prior to going live ensuring that existing software packages work on new Phoenix IT Helpdesk system.
- Managed up to 20 customer calls per day
- Assisting in Vendor and Change Management process, ensuring strict quality / security guidelines are being met.
- SC Cleared role
Deployment Engineer
HP / Synergize- Nationwide Deployment
UK, UK
2014.05 - 2014.10
- Assisted with deployment of HP equipment for nationwide project with Ministry of Justice prison system.
- Supported onsite printer upgrades to HP devices.
- Assisted with upgrade of onsite computers to new HP devices.
- System upgrade from XP to Windows 7, including installation of thick and thin client machines and laptops.
- Maintained detailed records for new and old equipment.
- Held SC clearance for role.
Build / Deployment Engineer
CSC / National Grid
Banbury, Oxfordshire
2013.12 - 2014.04
- Employed on contract position as Build / Deployment Engineer working for CSC based in Banbury - had to have BPSS clearance for this position.
- Worked on project to upgrade and deploy approximately 10,000 National Grid computers to Windows 7. This includes Desktops, Laptops and Panasonic Tough-book devices.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
Helpdesk Support Engineer
Atos Crewe
Crewe, Cheshire East
2013.09 - 2013.12
- Employed on contract position as Helpdesk Support Engineer working for Atos based in Crewe for which SC clearance was required.
- Assisting users and giving advice on any problems user have contacted helpdesk seeking advice on and if unable to help pass on to relevant team to get problem resolved on average 25 - 30 calls per day
- Assisted users with password resets and unlocking accounts in Active Directory.
- Reset Citrix sessions for users experiencing issues.
- Supported users with synchronising and resetting RSA token PIN numbers.
- Resolved problems with BE Crypt encryption login by resetting user access.
- Helped users log in from home by troubleshooting login issues.
- Provided advice on various helpdesk queries and escalated unresolved issues to appropriate teams.
- Aided users with problems related to "FollowYou" printer system where tag was used to enable user to print at any printer.
- Assisting users having problems logging on when working from home.
- Escalated problematic tickets to relevant departments ensuring swift resolution.
Build Engineer / Rollout Engineer
Lockheed Martin
Ampthill, Bedfordshire
2013.01 - 2013.09
- Employed at Lockheed Martin as Build/Rollout Engineer on contract basis in Ampthill near Bedford.
- Supported site upgrades to Windows 7 and Microsoft Office 2010.
- Assisted in compliance checks for security protocols on restricted site.
- Worked on secure site requiring SC clearance due to sensitive nature of military and aerospace projects.
Build & Rollout Engineer
UHL Hospital NHS Trust
Leicester, Leicestershire
2012.10 - 2012.11
- Short term contract as Rollout Engineer updating computers Desktops and Laptops to windows 7 at 3 NHS sites in Leicestershire area
Desktop Support Engineer
Babcock International Group
Leicester, Leicestershire
2010.01 - 2012.09
- Employed by Babcock International Group based in Whetstone in Leicester as PC Support Engineer these were made up of following 3 divisions
- Babcock Intec – (Defence),
- Babcock Nuclear
- Babcock Airports.
- SC Clearance required for this position due to sensitive nature of work undertaken by Babcock Group which includes work for MOD and other data sensitive organizations.
- Job includes doing following: -
- Taking and logging calls onto onsite Helpdesk system and trying to resolve where possible all problems at initial point of contact. Also looking on helpdesk for calls that may be able to resolve as users in company are able to log support calls directly onto helpdesk system.
- Visiting Pc’s around company sorting out problems with Software/Hardware and any other problem that user has logged on Helpdesk.
- Setting up new Pc’s and installing all required software including Microsoft Office versions 97-2010, Microsoft Visio and Project as well as various bespoke software packages.
- Configuring AutoCAD Packages including AutoCAD Inventor.
- Reconfiguring and updating computers for existing users.
- Logging support/warranty calls with Dell and HP
- Setting up New User accounts using Active Directory and applying correct security permissions. Also creating New E-mail accounts using Microsoft Exchange 2007.
- Encrypting and Decrypting laptops using Check Point software
- Configuring Lotus Notes
- Updating company computers using Microsoft Windows Server Update Services (WSUS)
- Provided expert technical support to staff, resolving complex issues swiftly.
1st / 2nd Line Support Engineer
UHL Hospital NHS Trust
Leicester, Leicestershire
2008.11 - 2009.12
- Responded to calls from three hospitals within NHS Trust (Leicester) and logged issues on helpdesk system.
- Attempted to resolve problems within 10-minute timescale before escalating to 2nd line support team for further investigation.
- Provided break/fix support for desktop/laptop computers, printers, and software issues.
- Imaging devices using UHL Software Image which included Microsoft Packages.
- Installing both Local and Network Printers and getting Print Queue’s set up
- Using Remote Access Software (Dame-ware) to log onto users Pc’s to identify problems and Install Software where applicable.
- Installation and Configuration of Blackberry devices to Exchange Server.
- Experience of both McAfee device and content encryption software.
Rollout Engineer
Rico Logistics
Coventry, West Midlands
2008.09 - 2008.11
- Assisted in large-scale rollout project for Rico Logistics at Jaguar Land Rover.
- Supported upgrade of 1000 desktop and laptop PCs supplied by Dell across multiple sites in Midlands.
- Helped ensure project met operational requirements and timelines.
Rollout Engineer
Loomis Technical
Warwick, Warwickshire
2008.04 - 2008.08
- Working for Loomis as contractor on PC upgrades
- Delivered successful upgrades for computers and peripherals at First Choice travel shop chain branches throughout UK average of 20 devices per branch.
- Also worked at Barclays bank in Liverpool on project to upgrade computer equipment onsite.
- Ensured project completion within established timelines and specifications, contributing to overall customer satisfaction.
IT Engineer
Fujitsu Siemens
Lutterworth, Leicestershire
2008.01 - 2008.04
- Assisted with various onsite tasks.
- Logged equipment received from clients into warehouse inventory.
- Disassembled equipment to identify reusable components.
- Constructed laptops using specified scripts.
- Performed secure wiping of hard drives, recording details according to client requirements.
Build Engineer
Ladbrokes
Rugby, Warwickshire
2007.09 - 2007.12
- Assisted in upgrading control systems for screens in Ladbrokes betting shops across UK on average upgraded 2 systems per day.
- Replaced motherboard, CPU, and other components to improve system performance.
- Conducted testing to verify functionality and reliability of upgraded systems.
Education
NVQ Level 3 - Improvement Technician
Intec Business College
Rugby, Warwickshire 2025.03 - 2026.04
A+ - IT
Comptia
UKSkills
- Windows 10 and 11 support
- Effective communication with colleagues and customers
- PC and remote support
- Active listening and eagerness to learn
- Microsoft Intune and SCCM expertise
- Equipment maintenance and software configuration
- Antivirus configuration knowledge
- MS Office applications support
- Network patching and LAN port patching
- Second line support
- ServiceNow proficiency
- ITIL knowledge and previous security clearance
- NVQ Level 3 Improvement Technician qualification
- Hardware installation and maintenance
- Active directory experience
- Software installation and upgrades
Interests
- Going to the cinema and spending time with my 2 children and Grandchild.
- Learning new applications released by companies like Microsoft.
- Traveling around the country visiting new places.
- Listening to music and going to concerts.
REFERENCES
Available on Request.
Timeline
NVQ Level 3 - Improvement Technician
Intec Business College
2025.03 - 2026.04
Desktop Support Analyst
Conectiv-SCS formally Vantiva and Technicolor
2022.06 - 2026.04
Desktop Support Engineer
Peugeot \ Stellantis
2020.10 - 2022.06
Desktop Refresh \ Support Engineer
HP Enterprise \ DXC \ FDS Onsite at E-ON
2016.03 - 2020.10
Deployment Engineer
Carillion \ Wipro
2015.01 - 2016.03
Service Desk Migration Analyst
Highway Agency (Phoenix IT Services)
2014.12 - 2015.01
Configuration Engineer
Kelway UK Ltd
2014.11 - 2014.12
Deployment Engineer
HP CDS / NHS Addenbrookes Hospital
2014.10 - 2014.11
Service Desk Migration Analyst
Highway Agency (Phoenix IT Services)
2014.10 - 2014.10
Deployment Engineer
HP / Synergize- Nationwide Deployment
2014.05 - 2014.10
Build / Deployment Engineer
CSC / National Grid
2013.12 - 2014.04
Helpdesk Support Engineer
Atos Crewe
2013.09 - 2013.12
Build Engineer / Rollout Engineer
Lockheed Martin
2013.01 - 2013.09
Build & Rollout Engineer
UHL Hospital NHS Trust
2012.10 - 2012.11
Desktop Support Engineer
Babcock International Group
2010.01 - 2012.09
1st / 2nd Line Support Engineer
UHL Hospital NHS Trust
2008.11 - 2009.12
Rollout Engineer
Rico Logistics
2008.09 - 2008.11
Rollout Engineer
Loomis Technical
2008.04 - 2008.08
IT Engineer
Fujitsu Siemens
2008.01 - 2008.04
Build Engineer
Ladbrokes
2007.09 - 2007.12
A+ - IT
Comptia