RAYNER C. NARSHALL

*ASDA Ltd. - UK: (July 2024 till Present)

-Assisting End users with Software and hardware installation, including troubleshooting. (All IT assets such as Handheld devices, Desktops and Laptops, Mobile , POS and Printers)

-Network Troubleshooting.

-Promoted as Subject Matter Expert (SME) by Sept. 13, 2024 during the transition period.

-Direct coordinates with our ITSDM counterpart in the UK regarding escalations, new processes and updates.

-Creating a knowledge article and implementing to the team.

-Collaborate with other teams for improvements in process handling.

-Analyzing volume of backlog tickets and planning on reducing it while ensuring that we meet the client standards.

*GenesisCare - US (Nov. 2022 - May 2024)

-Assisting End users with Software and hardware installation, including troubleshooting.

-Network Troubleshooting.
-VDI (Citrix Workspace 1912v “Citrix Cloud and Director”, VMware Horizon Client)
-Selected to be a member of the Identification Management Team (IDM) from Dec. 2022 till May 2024.
-Managing users' access and permissions through Active Directory.(On-prem or Exchange)
-Selected to be a member of Office 365 Administration Team from Feb. 2023 till May 2024.
-Managing Office 365 Admin Center, including MS Entra.
-Ticketing system – Service Now.

*Basic troubleshooting, installing and configuring computer hardware, operating systems and applications.
*Replacing PC and Network devices’ parts as required.
*Setting up new users’ accounts and profiles and dealing with password issues.
*Performs anti-virus software updates, Microsoft updates, and Windows-based application updates.
*Ensures compliance to security standards, policies and guidelines across the network.
*Providing support, including procedural documentation and relevant reports.
*Following diagrams and written instruction to repair a fault or set up a system based on Escalation
Process.
*Perform Network Cabling, RFC 2544 Testing and cable re-grooming.
*Ability to setup, troubleshoot and maintain Video Conference, WIFI and IP phone.
*Monitoring, troubleshooting and maintaining computer systems and network such as MRTG
*Installs, configures, and troubleshoots group policy and administrative templates
*Manages access to network resources including network accounts, mailboxes
*Basic configuration and administers LAN/WAN/MAN communications and network hardware, including Cisco routers and switches, Pfsense, Palo Alto Firewalls with load balance setup
*Design, deployment and support of WLAN infrastructure
*Design, configure, install and maintain CCTV systems
*Remote support via Bomgar across all sites (local and Int.)

• Provided customer support via phone, email, or chat regarding service issues such as email or internet issues.
• Used ticketing systems to manage and process support actions and requests. (Jira)
• Dealing with escalation from the customers.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.

• Streamlined IT processes for increased efficiency and reduced downtime.
• Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
• Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and other wireless devices.
• Enhanced system performance by identifying and resolving technical issues promptly.
• Installed, configured and maintained computer systems and network connections.
• Diagnosed and troubleshot hardware, software and network issues.
• Tested new software and hardware prior to deployment.
• Configured hardware, devices, and software to set up work stations for employees.
• Installed and configured operating systems and applications.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Configured and tested new software and hardware.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Created user accounts and assigned permissions.
• Helped streamline repair processes and update procedures for support action consistency.

• Contributed to a positive work environment within the IT department by maintaining a solutions-oriented mindset and a collaborative team spirit.
• Assisted users in navigating complex technical issues, fostering a positive experience with company technology resources.
• Installed and configured operating systems and applications.
• Removed malware, ransomware, and other threats from laptops and desktop systems.

• Cultivated trust with prospects through consistent follow-up communication and relationship-building tactics, leading to higher conversion rates over time.
• Delivered consistent results by setting achievable goals and working diligently towards achieving them each month.
• Generated high-quality leads by researching and identifying potential clients through various online platforms.
• Developed strong rapport with potential clients, fostering long-lasting relationships and repeat business opportunities.
• Called potential customers from marketing lists and referral programs to engage and discuss personal needs.
• Maintained a high level of knowledge about industry trends by regularly reading news articles and attending relevant webinars or conferences related to the field of work.

• Enhanced customer satisfaction by providing efficient and friendly service.
• Collaborated with team members to meet high standards of service during peak hours.
• Prepared food items accurately and quickly, adhering to strict food safety guidelines.
• Adhered to company policies and procedures consistently, contributing to a positive workplace culture.