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Cloud Computer Systems and Network Administrator (CCSNA)
Benjamin Acquah-Hayford
,
London, United Kingdom
Experience
Other titles
Skills
I'm offering
Over the past decade, I have been involved in many fields in Technology. Ranging from 1st - 3rd line IT Helpdesk Support to increasing my knowledge and values in virtualisation/cloud computing.
From global managed service providers, large institutions such as Wells Fargo and Knight Frank, I help provide a seamless support service as well as migration projects. It's important from the individual customers to the large corporations to stay up to date and secure within their homes and organisations.
If you have a challenging task or require advice on how your business can tecnologically advance then feel free to send a message.
From global managed service providers, large institutions such as Wells Fargo and Knight Frank, I help provide a seamless support service as well as migration projects. It's important from the individual customers to the large corporations to stay up to date and secure within their homes and organisations.
If you have a challenging task or require advice on how your business can tecnologically advance then feel free to send a message.
Markets
United Kingdom
Links for more
Once you have created a company account and a job, you can access the profiles links.
Industries
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2020 - 2020
job
IT Service Desk Analyst
Hollis Global.
Hollis is a leading international, independent real estate consultancy. The IT Service Desk analyst is responsible for providing high quality customer focussed support and service to internal clients across all of Hollis offices including capturing and monitoring requests and providing technical support and advice to users across a range of systems and applications.
Responsibilities
• Provide proactive telephone, email, remote and desk-side support for all technical and non-technical problems and incidents reported to IT.
• Analyse each request to identify, diagnose and provide initial support to achieve ‘first fix’ for a wide range of Malcolm Hollis IT systems including PC, hardware, OS, wireless networking, application software and business systems.
• Provide advice and guidance to staff to ensure they can take better advantage of the IT tools and services, giving them greater independence and transferable skills.
• Capture, categorise and record all incidents and requests for service in the IT Service Desk tool and assist in analysing incidents to show trends and potential problem areas so that appropriate interventions can be put in place.
• Retain ownership of calls and monitor Helpdesk and escalate/expedite where necessary.
• Setup, configure and maintain IT equipment including PCs, laptops, smartphones and printers.
• Carry out induction and regular IT familiarisation training for new starters and employees.
• Create user guides and documentation to aid users in their use of systems.
• Undertake regular ‘floor-walking’ on a regular basis and to support project and system deployments
• Increasing the visibility of IT across the company.
Responsibilities
• Provide proactive telephone, email, remote and desk-side support for all technical and non-technical problems and incidents reported to IT.
• Analyse each request to identify, diagnose and provide initial support to achieve ‘first fix’ for a wide range of Malcolm Hollis IT systems including PC, hardware, OS, wireless networking, application software and business systems.
• Provide advice and guidance to staff to ensure they can take better advantage of the IT tools and services, giving them greater independence and transferable skills.
• Capture, categorise and record all incidents and requests for service in the IT Service Desk tool and assist in analysing incidents to show trends and potential problem areas so that appropriate interventions can be put in place.
• Retain ownership of calls and monitor Helpdesk and escalate/expedite where necessary.
• Setup, configure and maintain IT equipment including PCs, laptops, smartphones and printers.
• Carry out induction and regular IT familiarisation training for new starters and employees.
• Create user guides and documentation to aid users in their use of systems.
• Undertake regular ‘floor-walking’ on a regular basis and to support project and system deployments
• Increasing the visibility of IT across the company.
Networking, Training, Service, Wireless, Printers, It, Support, Analyst, Hardware, Monitoring, International, Software, PC
2019 - 2019
job
Senior Service Desk Engineer
Cloud Direct.
Liaising with the Service Desk Manager or Service Desk Team Leader to help proactively progress and resolve tickets escalated by junior engineers.
• Acting as the final point of escalation for other Junior Service Desk Engineers
• Work closely with the Service Desk Manager to trend and resolve long standing client problems
• Conduct periodic audits and in-depth technical investigations (post incident), providing reports with technical recommendations to the SDM and Account Managers
• Provide support to a variety of Microsoft related technologies: Server, Exchange, Office 365 etc
• Support and troubleshoot client's networks: WAN/LAN connectivity, switches, routers, firewalls
• Provide recommendations on how to enhance client's network security
• Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and conduct periodic system reviews
• Proactively support clients local and offsite backups
• Communicate with customers on a regular basis keeping them informed of incident progress, notifying them of impending changes or any required service outages.
• Experience in supporting and implementing solutions in a small to mid-size business environment using the following technologies:
• Microsoft OS and Applications (Windows 7, 8 or 10, Office)
• Microsoft Server (2008, 2008 R2, 2012, 2016, Exchange)
• Active Directory Administration
• Virtualization (VMWare, Hyper-V, Citrix)
• Microsoft Cloud Technologies (O365, Azure, etc.)
• Backup, Disaster Recover and Business Continuity Solutions
• Implementing customer specific applications while dealing with 3rd party software companies
• Cabling infrastructure (patching, rack installations etc.)
• Firewalls and network security
• Wireless Access Solutions.
• Acting as the final point of escalation for other Junior Service Desk Engineers
• Work closely with the Service Desk Manager to trend and resolve long standing client problems
• Conduct periodic audits and in-depth technical investigations (post incident), providing reports with technical recommendations to the SDM and Account Managers
• Provide support to a variety of Microsoft related technologies: Server, Exchange, Office 365 etc
• Support and troubleshoot client's networks: WAN/LAN connectivity, switches, routers, firewalls
• Provide recommendations on how to enhance client's network security
• Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and conduct periodic system reviews
• Proactively support clients local and offsite backups
• Communicate with customers on a regular basis keeping them informed of incident progress, notifying them of impending changes or any required service outages.
• Experience in supporting and implementing solutions in a small to mid-size business environment using the following technologies:
• Microsoft OS and Applications (Windows 7, 8 or 10, Office)
• Microsoft Server (2008, 2008 R2, 2012, 2016, Exchange)
• Active Directory Administration
• Virtualization (VMWare, Hyper-V, Citrix)
• Microsoft Cloud Technologies (O365, Azure, etc.)
• Backup, Disaster Recover and Business Continuity Solutions
• Implementing customer specific applications while dealing with 3rd party software companies
• Cabling infrastructure (patching, rack installations etc.)
• Firewalls and network security
• Wireless Access Solutions.
Security, Agent, Manager, WAN, Server, Software, Office, Backup, Monitoring, Infrastructure, Support, Virtualization, Hyper-V, Wireless, Administration, Citrix, Network, Service, Windows, Microsoft Server, Management, Cloud, VMware, Exchange, Active Directory, Azure, Office 365
2019 - 2019
job
Service Desk Engineer
Knight Frank.
Providing a high level of 2nd line internal support to one of the largest property corporations worldwide. Acting as the first point of contact for up to 2,000 employees, duties involved:
• Delivering best practice call management including: investigating, diagnosing, detailing, and resolving incidents within an agreed SLA while keeping the client informed.
• Managing a call queue using ServiceNow to distribute tasks and incidents amongst the team.
• Carrying out system maintenance (Windows updates, hardware/firmware updates, etc.)
• Out of hours support work
• Managing the unplanned pieces of work that fall out of the scope of support.
Performing ad-hoc break-fix work (issues that cannot be fixed remotely, ie hardware faults, rebuilding PCs, virus outbreaks, racking Network devices, patching)
• Providing recommendations to the escalation team (who manages issues and make overall decisions)
• Assisting the Infrastructure team with basic troubleshooting to ensure incidents are reported and solved in a timely manner
• Adapting to many different clients and working environments and demonstrating both independent and teamwork attributes
• Delivering best practice call management including: investigating, diagnosing, detailing, and resolving incidents within an agreed SLA while keeping the client informed.
• Managing a call queue using ServiceNow to distribute tasks and incidents amongst the team.
• Carrying out system maintenance (Windows updates, hardware/firmware updates, etc.)
• Out of hours support work
• Managing the unplanned pieces of work that fall out of the scope of support.
Performing ad-hoc break-fix work (issues that cannot be fixed remotely, ie hardware faults, rebuilding PCs, virus outbreaks, racking Network devices, patching)
• Providing recommendations to the escalation team (who manages issues and make overall decisions)
• Assisting the Infrastructure team with basic troubleshooting to ensure incidents are reported and solved in a timely manner
• Adapting to many different clients and working environments and demonstrating both independent and teamwork attributes
Management, Windows, Service, Network, Support, Infrastructure, Hardware, Firmware, ServiceNow, Performing, UP, Basic
2018 - 2019
job
Service Desk Engineer
Wavex Technology.
Providing a high level of 1st and 2nd line support to a varied client base. Acting as the first point of contact for clients, duties involved:
• Delivering best practice call management including: investigating, diagnosing, detailing, and resolving incidents within an agreed SLA while keeping the client informed.
• Managing a call queue and priorities time accordingly to ensure maximum productivity.
• Taking ownership for the maintenance of a client site
• Carrying out system maintenance (Windows updates, hardware/firmware updates, etc.)
• Out of hours support work for clients
• Managing the unplanned pieces of work that fall out of the scope of support
Performing ad-hoc break-fix work (issues that cannot be fixed remotely, i.e. hardware faults, rebuilding PCs, virus outbreaks, racking Network devices, patching)
• Providing recommendations to the escalation team (who manages issues and make overall decisions).
• Assisting the Project Delivery Engineering team (i.e. with the onsite installation of Office 365 or related desktop support)
• Adapting to many different clients and working environments and demonstrating both independent and teamwork attributes.
• Delivering best practice call management including: investigating, diagnosing, detailing, and resolving incidents within an agreed SLA while keeping the client informed.
• Managing a call queue and priorities time accordingly to ensure maximum productivity.
• Taking ownership for the maintenance of a client site
• Carrying out system maintenance (Windows updates, hardware/firmware updates, etc.)
• Out of hours support work for clients
• Managing the unplanned pieces of work that fall out of the scope of support
Performing ad-hoc break-fix work (issues that cannot be fixed remotely, i.e. hardware faults, rebuilding PCs, virus outbreaks, racking Network devices, patching)
• Providing recommendations to the escalation team (who manages issues and make overall decisions).
• Assisting the Project Delivery Engineering team (i.e. with the onsite installation of Office 365 or related desktop support)
• Adapting to many different clients and working environments and demonstrating both independent and teamwork attributes.
Office 365, Management, Windows, Service, Network, Engineering, Support, Hardware, Firmware, Office, Performing
2018 - 2018
job
Infrastructure Analyst
Crowe UK LLP.
Mixed in with the Helpdesk duties as above, part of the infrastructure team duties/roles are:
• VMWare vSphere maintenance
• Citrix XenApp maintenance
• Sophos Enterprise Management (installation, remote deployment, management and policies)
• Arcserve Backup Software (management of daily backups, creating scheduled jobs, troubleshooting backup issues)
• DNS DHCP
• FTP
• Windows Server 2012 (Installation and management of file and print servers)
• Polycom Telephone Management (installation and management of a Polycom Provisioning Server)
• DarkTrace Threat Analyser software
• Batch file/Scripting experience
• VMWare vSphere maintenance
• Citrix XenApp maintenance
• Sophos Enterprise Management (installation, remote deployment, management and policies)
• Arcserve Backup Software (management of daily backups, creating scheduled jobs, troubleshooting backup issues)
• DNS DHCP
• FTP
• Windows Server 2012 (Installation and management of file and print servers)
• Polycom Telephone Management (installation and management of a Polycom Provisioning Server)
• DarkTrace Threat Analyser software
• Batch file/Scripting experience
VMware, Scripting, Deployment, Print, DNS, Management, Windows server, Windows, Citrix, Analyst, Infrastructure, Backup, Software, Analyzes, Server, Enterprise
2015 - 2016
job
PC/LAN Analyst
Wells Fargo.
Migrated from ECM into the EMEA Support team for Wells Fargo Bank. Duties include:
● Solely maintaining the help desk infrastructure for the ECM office, as well as remote/on site support for Wells Fargo offices in the London region.
● Logging daily troubleshooting issues into the Help Desk system PAC2000
● Remote troubleshooting via MS Lync 2010 / Skype for Business 2016 / Windows Remote Assistance
● Building, deploying and supporting Windows 7 & 10 PCs
● Supporting MS Office 2010, 2016
● Cosmic Deployment Agent experience
● Symantec Endpoint Protection
● Checkpoint Endpoint Security
● Printer Management
● RSA Security Console
● Trading Applications i.e. Bloomberg / MarketAxess / TradeWeb / BGC Trader
● Solely maintaining the help desk infrastructure for the ECM office, as well as remote/on site support for Wells Fargo offices in the London region.
● Logging daily troubleshooting issues into the Help Desk system PAC2000
● Remote troubleshooting via MS Lync 2010 / Skype for Business 2016 / Windows Remote Assistance
● Building, deploying and supporting Windows 7 & 10 PCs
● Supporting MS Office 2010, 2016
● Cosmic Deployment Agent experience
● Symantec Endpoint Protection
● Checkpoint Endpoint Security
● Printer Management
● RSA Security Console
● Trading Applications i.e. Bloomberg / MarketAxess / TradeWeb / BGC Trader
MS office, Deployment, Management, Windows, Security, Support, Analyst, Infrastructure, Office, Skype for business, PC, Lync, Agent
2010 - 2011
job
Junior IT Technician
RunPCRun.
It
My education
n/a
Unspecified, City of Guilds
Unspecified, City of Guilds
Haberdashers Askes Hatcham College
N/a, N/a
N/a, N/a
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