Rashidul Hasan

3rd Line Senior Service Desk Analyst @Joskos Solutions

London, GB

Providing Technical Support to schools• Ensuring continuity, efficiency and enhancing ICT networks• Management and maintenance of client network environments.• Liaising with the Service Desk team as a technical escalation point for Site Engineers.• 3rd Line remote escalation for technical issues.• Reviewing, updating and managing service levels to support the engineers in business outcomes.• Technical escalation point for Service engineers.• Managing existing SLA’s and a number of assigned accounts.• Liaise with key ICT contacts on long term ICT strategy.• Supporting the Service Delivery Manager with scheduling and resource management. • Manage and organise own work to ensure that it is accurate and meets quality targets, reasonable deadlines and reporting requirements.• Troubleshooting all aspects of AD and its associated services (Group Policy, DNS, DFS, DHCP) across different infrastructures.• Implement new infrastructure backup solutions and maintain existing backup - VM-level solutions, BackupExec, Cloud Backup, Azure and AWS Backup, Veeam, AppAssure.• Configure Deploy and update WDS, MDT, SCCM, Capture new images.• Implement and manage, wireless and LAN infrastructure solutions (Ruckus, Meraki, Aruba), including 802.1X security and guest/BYOD networks.• Manage and implement MDM solutions for mobile devices (iOS, Android) and their integration with Windows networks, OSX integration with Windows domains.• Full support for Exchange 20••••13, office 365 including upgrades/migration.• Support Smoothwall, Sonicwall. Sophos Enterprise Console and Symantec Endpoint protection and Symantec Message lab.• Configure and maintain a variety of Windows Server OS, Dell/HP server, networking and storage hardware.• Manage and configure VMware and Hyper-V, including highly-available clusters.• Support resilient SANs using iSCSI. Dell EqualLogic, Dell EMC• Networking stack, TCP/IP and sub-netting. Configuring VLANs, ACLs, STP and SNMP.