Elliott Moore

Withers & Rogers LLP Bristol, UK  09/22 - Present

1st Line Support Engineer

Withers & Rogers is one of Europe’s largest dedicated intellectual property law firms, with offices across the UK, Paris and Munich.

­Key Responsibilities

• Acting as first point of contact for all Helpdesk calls, emails and alerts.

• Logging all calls promptly and adding progress notes to all calls.

• Assessing the urgency of Helpdesk calls and prioritising accordingly.

• Assessing the complexity of an issue and dealing with it yourself or escalating it 

when required.

• Monitoring call queue to ensure issues/problems are addressed in a timely 

manner.

• Communicating with users on the status of Helpdesk calls.

• Proactively managing problem calls through to completion in a timely manner.

• Supporting users remotely over email and phone.

• Troubleshooting to help resolve issues.

• Researching solutions to problems and documenting them on the Knowledge Base 

for future reference.

• Setting up and maintaining user accounts on systems.

• Providing a fantastic level of customer service.

• Providing occasional on-site support at other sites to resolve issues

• Co-ordinating the process of setting up new employees with all necessary IT 

equipment and system access.

• Understanding software licensing requirements and applying such understanding 

within the Helpdesk environment.

• Procuring hardware/software as required.

• Ensuring that the latest builds are applied, that the devices meet a standard 

quality level and are made available for deployment within assigned timescales.

• Configuration of new software for both office based and remote workers.

• Escalating technical and software build issues to the Infrastructure Manager.

• Assisting with IT projects.

Guidant Global (Agency) Bristol, UK                   03/22 – 04/22

Deployment Engineer for Bristol City Council                                                 ­

Key Responsibilities

• Provide remote support to university staff, students, and alumni via emails, phone, MS teams.

• Ensure all ticket queues across the complete IT department are being actively dealt with, contacting users when necessary.

Sanderson (Agency) Bristol, UK                                    11/21 – 12/21

IT Support Technician for University of Bristol

­Key Responsibilities

Lead hour long face to face deployment sessions for 12 users at a time.

• Take weekly delivery of devices and organise into correct session.

• Train users on how to use and make the most of their new laptops.

• Ensure site and user’s follow covid guidelines

Bench IT (Agency) Bristol, UK                                           07/21 – 09/21

Office 365 Support Engineer for M&G/Royal London

­Key Responsibilities

• Provide support for windows 10 and office 365.

• Replace and rebuild laptops as required.

• Remove all IT equipment prior to office renovation.

Ctrl Alt IT Solutions Ltd Bristol, UK.............................................. 2018 – 04/21

Founder & Engineer

I founded Ctrl Alt IT Solutions Ltd so that I could use my expertise to provide businesses and home users with a high level of user centric support.

­Key Responsibilities

• Provide support to business & home users.

• Maintain customer relationships.

• Setup and manage company website(Hosted on Azure) and social media.

• Create and distribute promotional material.

­Contract Roles:

Deployment Engineer for Bristol City Council                                                  11/20 – 04/21

• Lead hour long face to face deployment sessions for 12 users at a time.

• Take weekly delivery of devices and organise into correct session.

• Train users on how to use and make the most of their new laptops.

• Ensure site and user’s follow covid guidelines

Service Desk Engineer for Matthew Clark                                                        11/19 – 02/20

• Log all incidents and requests that come in via email, phone, face to face.

• Troubleshoot and resolve incidents/requests assigned to the service desk.

• Train users on upcoming Microsoft Teams rollout to replace Skype. 

• Reach a 60% first time fix for issues logged via phone.

Support Engineer for Zone Digital                                                                                    09/19

• Migrated user settings and files to new accounts and laptops.

• Reinstalled MacOS & Windows.

• Upgraded and tested RAM, for laptop rollout.

• General 1st/2nd line desktop support.

Support Analyst for Standard Life Aberdeen PLC                                            01/19 – 08/19

• Assemble, setup and test IT for 250+ desks.

• Manage workday for another contractor.

• Assist with setting up access cards.

• Point of contact for onsite contractors.

• General 1st/2nd line desktop support after move-in date (Mid-April)

eXPD8 Field Marketing Ltd Bristol, UK......................................  Ltd 06/18 – 12/18

IT Support Co-Ordinator (2nd Line Support) 2500+ Employees.

Change of responsibilities due to IT manager’s departure.

Continued to own previous role Key Responsibilities +

· Keeping the server hardware, operating systems, cloud systems and network infrastructure running efficiently and minimising any downtime through preventative maintenance and performance analysis. 

· Acting as an escalation point for all iZiT group (eXPD8, eXPD8 Ireland, eXPD8 Analytics, eXPD8 Engage) IT related issues and ensuring they’re logged, resolved and communicated to the SMT efficiently. 

· Ownership and responsibility for the WordPress company websites; design, maintenance, hosting, registration, upgrading

· Ownership and responsibility for the MDM Solution I implemented (ManageEngine) 

· Making sure systems are backed up in a secure and timely manner.

· Ensuring the security of data from internal and external attack. 

· Planning for and managing crisis situations to minimise the business impact.

· Overseeing the day to day tasks of the IT Support Helpdesk, ensuring the employees in this department are demonstrating the correct levels of competence and providing the consistent levels of service required.

· Publish content for the EXPD8 blog to show how knowledgeable the IT Department is.

· Firewall configuration changes to allow / block traffic as necessary.

· Provide on-Call support in the case of Out of Hours support.

· Ensure Users are correctly onboarded and subsequently deactivated when the employee leaves.

· Attend the Operations meeting every 2 weeks to; answer queries, inform the group of any high priority IT issues, voice any concerns I may have, and better understand the businesses’ upcoming plans.

· Implement IT support levels and SLA’s, ensuring they are met

· Ensure the service desk function is running as smoothly as possible

· Monitoring that issues are logged, fixed, and communicated to the client efficiently, by the whole team, using the Helpdesk & Inventory system.

eXPD8 Field Marketing Ltd Bristol, UK......................................  Ltd 06/17 – 06/18

IT Support Co-Ordinator (2nd Line Support) 2500+ Employees.

EXPD8 are industry experts in Field Marketing and Retail Support, consistently delivering first class implementation in stores, maximizing availability, awareness, and sales.

EXPD8 support their clients (such as Disney, Fox, Sony) and retailers (such as ASDA, Tesco, Sainsburys) by utilizing their tablet equipped integrated mobile workforce, the largest in the UK and Ireland, to carry out compliance checks and stock replenishments among other tasks. 

Key Responsibilities

· Ensuring the smooth running of business IT systems whilst making sure users get maximum benefits from them

· Implementation of technology within the organisation.

· Ensuring that issues are logged, fixed, and communicated to the client efficiently, using the Helpdesk & Inventory system.

· Provide effective 2nd line, occasionally 3rd, Line IT support, and troubleshooting for eXPD8 hardware and network infrastructure including Tablets, PC’s, Printers, Laptops, Servers, firewalls, Switches, WAP’s, USPs and any other relevant devices.

· Provide effective 2nd, occasionally 3rd Line IT Support for EXPD8 software including, Microsoft Office, Windows Operating Systems (W7, W8 & W10), ­­bespoke web and mobile app’s, and any other relevant applications.

· Keeping the desktop hardware, operating systems, and subsequent software running efficiently, minimising any downtime through preventative maintenance and performance analysis. 

· Evaluating user needs and system functionality and ensuring that IT facilities meet these needs. 

· Setup and test; user accounts and configure PC’s and any additional user devices

· Ensure the office IT looks neat and tidy

· Assist with desk moves, reconfiguring phone system as required.

· Assist with first line support when required.

· Managing, documenting, installing and distributing company hardware and software.

· Implementing Group Policy objects to automate PC configuration

· Implementing IT product lifecycles. (Procurement, Maintenance, Upgrading, Decommissioning, Recycling).

· Maintaining day to day relationships with multiple service providers – Data collection software company, External IT Support, Mobile Networks, Mobile Intermediary, IT Retailers, Telecoms and networking companies.

· Researching new technology and developments and suggesting future IT improvements, to ensure that the business is maximising its IT efficiency, value for money and potential. 

· Providing and delivering IT training (written, interactive and in person) to ensure that all users are proficient in the business’ IT systems. 

· Creating and updating IT documentation.

· Review user’s day to day actions to see how IT can improve efficiency 

· Ensure all meeting room IT Facilities are operational, remedying any faults when necessary

Ownership and responsibility of and Helpdesk Solution I implemented (Spiceworks) and, the Team Chat Solution I implemented (HipChat).

· Create weekly IT slide and compile the EXPD8 Update presentation to be played in CO.

AWW Inspired Enviroments Bristol, UK                  05/15 – 09/16

IT Support Specialist 51 – 100 Employees.

An architectural practice championing a collaborative approach to creating exceptional built environments and one of the leading architectural practices in the UK. 

Key Responsibilities 

• Assist in IT Projects, implementing changes and major modifications

• Working knowledge of Autodesk required to both install and configure the CAD environment and to resolve technical CAD support issues

• Be proactive in monitoring network performance, managing file space usage of internal clients and project teams, reporting recommendations to the IT manager on files and project folders that can be archived

• Assist in maintaining network security at all levels including Internet Access Policy and E-mail Control

• Respond to internal Phone System support issues including requirements to revise system programming. 

• Assist mobile phone users with support issues

• Setup, install and maintain computer workstations including installing and supporting approved programs and user account setup, being proactive in maintaining performance and responding to moving existing internal users in office seating plan arrangements

• Responsible for the daily IT back up process and management of network servers and respond to requests from internal clients to retrieve archived files or restoring files

• Provide a high level of IT and Telecoms support to staff and directors

• Maintain confidentiality regarding the information being processed, stored or accessed by the network

• Respond to internal client queries and resolve day-to-day problems, prioritising and

liaising with the IT manager in managing the work programme.

• Assist with printer and other network hardware support issues

• Manage tablet, laptop & projector bookings and setup

• Monitor printer consumables and order new items as required

• Maintain IT Paperwork such as; Work instructions, Inventory, Care Packs and problem resolution documentation

• Ensure all meeting room IT Facilities are operational, remedy any faults when necessary

• Monitor and approve desktop updates and service packs

• Maintain all workstations, including but not limited to, software & hardware cleaning

and performance servicing

• Monitor, maintain and develop company software, both new and existing

Sift LTd Bristol, UK.............................................                                                                               11/13 – 03/15

Operations Engineer 101-150 Employees.

Headquartered in Bristol (UK) and with satellite offices in London and New York, Sift is a leading business publisher working in three sectors: accounting (accountingweb), finance (businesszone), and SMB (mycustomer).

­­­­

Key Responsibilities

• Resolving 1st /2nd line IT support issues via telephone, face to face, or remotely whilst also logging all issues

• Installing and configuring computer systems (Mac, Windows, Linux)

• Diagnosing and solving hardware/software problems

• Troubleshooting system and network problems

• Supporting with office moves, ensuring health and safety compliance

• Monitoring systems through Nagios via Hipchat

• Creating and archiving user accounts via Active Directory(LDAP) and Cloud Control panels­

• Ensure Finance can run up to date, accurate reports by keeping the inventory updated

I-RAS Solutions (MSP) Bristol, UK                                 11/12 – 09/13

First Line IT Support Analyst

I-RAS Solutions provide quality IT support to Schools and SME customers throughout the south-west of England and London.

Key Responsibilities

• Manage level 1/2 Tickets in accordance with SLA’s

• Ensure weekly customer service survey results are met

• Keep ticket system and notes up to date

• Complete tasks set in projects (larger Scale issues)

• Consistently “wow” customers with excellent customer service

SKILLS     

Summary:

• I work well in a team environment.

• I have good communication skills.

• I have been enthusiastic and able to interact with people at all levels throughout my career

• I have a good understanding of most instructions and I investigate further if not.

• When required I can work independently and carry out work in a confident manner.

• I am empathetic towards people which allows me to understand their situation better, this means I can provide a high level of personalised customer service.

• The service I have delivered throughout my career has always been very customer service based as I think the majority of the time, people remember the experience, not the IT issue.

• I have a good ability to troubleshoot issues and keep the client updated as required.

Software & Technologies I’m familiar with:

• Microsoft Windows Sever 03, 08, 12, 16, 19, 22

• Microsoft Windows XP, Vista, 7, 8, 10, 11 

• Apple macOS X (2012-2019)

• Linux Mint & Ubuntu

• Microsoft Windows Deployment Services

• Microsoft Exchange (On Premise & Cloud)

• Microsoft Azure

• SQL Server Management Studio

• Active Directory, Group Policy Management (RSAT Tools)

• Mobile Device Management (MobiControl & ManageEngine)

• Ticketing Systems (Autodesk, Spiceworks, Jira, Supportworks)

• DNS & DHCP

• SSH & FTP

• TCP/IP 

• Watchguard Firewall

• Cisco Switches

• VPN (OpenVPN, Cisco & Watchguard SSL)

• Apple, Android & Blackberry mobile devices.

• IP Phone systems (Shoretel & RingCentral)

• HP, Ricoh, Xerox & Konica Minolta Printers

• Microsoft Office 03, 10, 13,16, 0365

• Microsoft Sharepoint (Knowledgebase and documentation)

• Microsoft Teams (Training & troubleshooting)

• Microsoft Forms, Flow (Automated Feedback system, onboarding/archiving process)

• Autodesk Building Design Suite 13, 14, 15, 16

• Adobe Creative Suite & Creative Cloud

• VMWare

• Google Apps for Business

• Hipchat for Business

• Skype for Business

• Financial Software (Barclays, QTAC, HSBC, Sage Payroll, Sage Accounts)

• SugarCRM & Salesforce

• ZyncCloud (Bespoke data collection)

• WordPress

• Basic C++, PHP, HTML, & CSS knowledge

• Basic Linux knowledge

• Basic Amazon AWS, EC2, Route53, S3 knowledge

• Basic Visual Basic scripting

Appraisal Comments & Feedback

Michal Malada Line Manager (Withers & Rogers)

“Elliott is an asset to the team; his customer service skills are exceptional. Overall, Elliot is a good fit.”

Adam Lamb Line Manager (EXPD8):

“Elliott continues to work well and take a lot of my previous day to day tasks away from me which allows me to focus on developing and pushing IT forward within the business. He is well liked within the business and gets on well with everyone while fitting into the team well”

Client/Peer Appraisal comments (EXPD8):

“Definitely keen to make sure everyone has a good experience, very polite”.

“If he can’t help he gets the answer quickly and resolves”

“He is always passionate about his job and very positive”

Client Appraisal overall ratings (EXPD8):

Communication: 4.3/5

Focus: 4.5/5

Effectiveness: 4.3/5

Organisation: 4.2/5

Perran Wells Line Manager (AWW):

“We couldn’t have asked for more when we recruited for the IT Support Specialist role, you have achieved more than we expected and are a pleasure to work with.”

James Comley Line Manager (Sift):

“A very successful year at sift. Elliott Should be very happy with his performance. He has gained extensive knowledge of sift systems and work processes. He is well respected throughout the company and echo’s the IT’s Department morals\approach to client support.” 

Yiuwin Tsang, Publisher (Sift):

Elliott worked with us at Sift Ltd as our support engineer. He proved himself to be knowledgeable, diligent and efficient at solving problems and supporting the team across our IT infrastructure. Most importantly, Elliott was both reliable and trustworthy, in that he'd see a job or task through to conclusion and ensure the solution was implemented effectively. He's also great fun to be around whilst showing a maturity beyond his years.”

Rachael Power, Editor (Sift):

I worked with Elliott while at Sift Media and found him to be a really polite, friendly and diligent colleague - as well as being great on the customer service side, too. No job was too big or small IT-wise for him to do and he always had a really positive, upbeat attitude. Would definitely recommend for future positions.

Client appraisal comments (Sift):

“Elliott is a really helpful young man who has grown into his current position. He is extremely professional, polite, and helpful.”

“He is an asset to the team and no problem ever seems too big or small”

My Suitability For the Role

• I am a hardworking person with a good amount of knowledge about various systems both desktop and server side, this is due to my willingness to learn about as many systems as I can within the work environment.

• I have a good understanding of many different aspects of Windows through both using the OS myself and supporting it as the main OS throughout my professional career, this is also demonstrated by the Microsoft qualifications I achieved whilst training at Firebrand.

• I have had a lot of exposure to different projects in my career which allows me to be quick thinking when it comes to finding solutions. These vary from migrating Exchange to Google, network cabling, setting up interactive whiteboards for a newly built school, and setting up the audio and visual solutions for 3 new meeting rooms. I have also been involved in migrating office for a large financial company whilst also upgrading all staff to new machines. Another project I have been involved in is a laptop rollout for a digital media company.

• I believe myself to be a very technical person however I also believe I have the good social skills that are necessary for a customer support role, this in turn allows me to provide good, friendly customer service.