MONIQUE JACOBS

Tasks & Responsibilities

Technical

· Carry out Server and Workstation based admin, which will typically include work with Shares, Permissions, DHCP, Account Profiles, Restores, Requests

· Remotely distribute applications - eg. via SCCM, SMS.

· Alert the Service Desk of any Server / Network failures or potential failures

· Monitor server and network capacities, ensuring critical thresholds are not exceeded

· Advise the SDM / Ops Manager / customer on the impact of adding applications / systems to the existing infrastructure

· Assist team members when required

· Acceptance into Service Testing

· New Starter Training

People Management

· Manage all escalations that come through

· Communicate all progress of requests to customers, if request was escalated

· Escalate any issues or problems to the Customer Service Desk and Computacenter Line Manager, as appropriate.

· Provide statistical reports the SDM / Ops Manager on daily/weekly/monthly basis or ad-hoc basis if appropriate

· Escalate potential service issues, where appropriate.

· Provide cover for other team lead in their absence.

· Chair team meetings if required

Administration

· Continually monitor the outstanding workload on the call management system to ensure a request is being progressed effectively and towards completion

· Provide documentation for addition to the site procedures file on all Network Administration tasks

· Ensure that out-standing requests are kept within acceptable levels.

· Accurately complete Computacenter forms (holidays, training, sickness etc)

· Attend Team and Sector meetings

· Queue management (monitoring)

· Mailbox monitoring

· End-to-end reporting

· Creating our process documents and templates and ensuring they are up to date

· Quality checks

· Project Administration (quotes, approvals, dispersion of projects)

Achievements: I was a temporary lead analyst for 3 months before being promoted. This role has helped me become more accountable, confident in my skills and a better communicator. My reporting style has become more advanced due to my current role. Every day is a new opportunity to learn and upskill myself and I can proudly say that I’m grabbing the bull by the horns.

Tasks & Responsibilities

Technical

· Carry out Server and Workstation based admin, which will typically include work with Shares, Permissions, DHCP, Account Profiles, Restores, Requests

· Remotely distribute applications - eg. via SCCM, SMS.

· Alert the Service Desk of any Server / Network failures or potential failures

· Monitor server and network capacities, ensuring critical thresholds are not exceeded

· Advise the SDM / Ops Manager / customer on the impact of adding applications / systems to the existing infrastructure

People Management

· Communicate all progress of requests to customers.

· Escalate any issues or problems to the Customer Service Desk and Computacenter Line Manager, as appropriate.

· Provide statistical reports the SDM / Ops Manager on daily/weekly/monthly basis or ad-hoc basis if appropriate

· Escalate potential service issues, where appropriate.

· Provide cover for other service analysts/ tech lead in their absence.

· Chair team meetings if required

Administration

· Administer and track all new requests/server requests/installs on the Call management system, owning the request from receipt to completion.

· Continually monitor the outstanding workload on the call management system to ensure a request is being progressed effectively and towards completion.

· Provide documentation for addition to the site procedures file on all Network Administration tasks

· Ensure that out-standing requests are kept within acceptable levels.

· Accurately complete Computacenter forms (holidays, training, sickness etc)

· Attend Team and Sector meetings

· Queue management (monitoring and assignments)

· Mailbox monitoring and assignments

· End-to-end reporting

· Creating our process documents and templates and ensuring they are up to date

Achievements: This role has helped me become more assertive. I believe I have received the much needed recognition of my capabilities - following my employee of the month awards for September 2018, November 2018, December 2018 and January 2019.

Tasks & Responsibilities

Technical

· Carry out Server and Workstation based admin, which will typically include work with Shares, Permissions, DHCP, Account Profiles, Restores, Requests

· Remotely distribute applications - eg. via SCCM, SMS.

· Alert the Service Desk of any Server / Network failures or potential failures

· Monitor server and network capacities, ensuring critical thresholds are not exceeded

· Advise the SDM / Ops Manager / customer on the impact of adding applications / systems to the existing infrastructure

People Management

· Communicate all progress of requests to customers.

· Escalate any issues or problems to the Customer Service Desk and Computacenter Line Manager, as appropriate.

· Provide statistical reports the SDM / Ops Manager on daily/weekly/monthly basis or ad-hoc basis if appropriate

· Escalate potential service issues, where appropriate.

· Provide cover for other analysts in their absence.

Administration

· Administer and track all new requests/server requests/installs on the Call management system, owning the request from receipt to completion.

· Continually monitor the outstanding workload on the call management system to ensure a request is being progressed effectively and towards completion.

· Provide documentation for addition to the site procedures file on all Network Administration tasks

· Ensure that out-standing requests are kept within acceptable levels.

· Accurately complete Computacenter forms (holidays, training, sickness etc)

· Attend Team and Sector meetings

· Queue management (monitoring and assignments)

· Mailbox monitoring and assignments

· End-to-end reporting

Achievements: Being part of a team, of seventeen vastly different individuals, has greatly developed my people skills.

Tasks & Responsibilities

Project Administrator

· Ensuring that projects are run in compliance with company requirements.

· Providing guidance to project teams.

· Maintaining and integrating project plans.

· Tracking & reporting overall progress.

· Administering the project budget.

· Planning & scheduling resources for a group of projects.

· Monitoring resource utilization.

· Performing quality reviews.

· Establishing and maintaining the project documentation library.

Junior IT Technician

· Test new software.

· Make software available to appropriate customers where requested.

· Ensure the anti-virus software is installed, kept up to date and working properly on all customers stations, where appropriate.

· Set up and maintain user e-mail accounts, when requested by customers.

· Provide troubleshooting resolution and updating/upgrading of software to customers.

· Maintain customer’s computer peripheral equipment, as requested.

· Assist other technicians on in the office where required.

· Keep a log of all technical faults (Support log).

· Provide troubleshooting resolution and updating/upgrading of hardware to customers.

· Assist with and provide support/troubleshooting for server hardware.

· Order office stationary where necessary.

· Responsible for arranging couriers for any deliveries in the office.

· Ordering of ink cartridges and toners for customers, as and when orders are placed.

· Checking deliveries on arrival into the office.

Achievements: I had the opportunity to be part of the team who worked offsite and installed a server. There I assisted with the setting up user profiles, installation of software such as: Trend Micro; Modelling and Construction software; Printers; and a lot more that the client asked for. Therefore, I am able to work on my own initiative. I demonstrate practical knowledge and problem-solving strategies. I learnt a lot from this company in the short time span I’ve been here, and I am ready to apply that knowledge further my career in the IT sector.

Tasks & Responsibilities

• Greeting customers who enter the shop.

• Be involved in stock control and management.

• Assisting shoppers to find the goods and products they are looking for.

• Stocking shelves with merchandise.

• Answering queries from customers.

• Reporting discrepancies and problems to the supervisor.

• Giving advice and guidance on product selection to customers.

• Keeping the store tidy and clean, this includes hovering and mopping.

• Attaching price tags to merchandise on the shop floor.

• Responsible for security within the store and being on the lookout for shoplifters

• Receiving and storing the delivery of large amounts of stock

• Keeping up to date with special promotions and putting up displays.

Achievements: I was part of a team that worked for 9 - 10 hour days for one month, to bring even more control within one of the company’s busiest seasons. I finished work on time and always went the extra mile ensuring my work surpassed management’s standards.