Jacob Lewis Smith

• Experienced in Office 365 Administration and tenant management, including Microsoft Teams and Zoom user support.
• Proficient in Active Directory, DNS, DHCP and on-premises Exchange server support.
• Skilled in comprehensive server hardware and software support, with extensive experience in VMware ESXi/vSphere and Hyper-V virtual machine management.
• Managed Sense call recording software for secure storage and encryption of call recordings.
• Experienced in telecommunications system installation and management, including 3CX and Splicecom phone systems.
• Proficient in PowerShell scripting and process automation to streamline IT operations.
• Delivered multi-tier support (1st, 2nd, and 3rd line) to users across multiple office locations (London, Guernsey, and Pilton), including on-site visits for complex IT and technical issues.
• Led all IT project initiatives, including major system upgrades, in-house development support, technical maintenance, and equipment refreshes aligned with business requirements.

• Experienced in Google Admin for Chromebook management and Office 365 administration using Azure Active Directory, Intune, Teams, Exchange, and SharePoint.
• Proficient in server hardware support, Active Directory, on-prem Exchange support, and VMware ESXI/vSphere cluster management.
• Managed and maintained Smoothwall Cloud Filter and Aviglon CCTV systems.
• Skilled in installing, upgrading, configuring, and supporting hardware/software, as well as site-wide networking (VLAN configurations, DHCP, and DNS management).
• Experienced in 3CX phone system management and setup.
• Provided 1st, 2nd, and 3rd line support to a diverse user base (students, teachers, management, and governors), ensuring resolution of software and hardware issues.
• Led team management in the absence of the Technical Services Manager, including task delegation and technician coordination.
• Involved in various IT projects, including IT suite upgrades, core network replacement, and server replacements, with responsibilities for equipment installation, setup, and configuration.
• Provided out-of-hours event support for school functions, including AV setup for microphones, lighting, and projector systems.

• Experienced in Google Admin and Active Directory administration for users and computers across the Travelodge business.
• Proficient in SOTI MobiControl (similar to Cisco Meraki) and full use of Citrix environments, including virtual desktops and Cisco Jabba virtual phones.
• Administered multiple in-house systems, including Travelodge's Opera Reservation System (ORS).
• Provided first-line, high-quality support to Travelodge staff, ensuring effective issue resolution through the Service Desk.
• Undertook project tasks to enhance productivity and workflow, including system development for team knowledge and independence, and maintained up-to-date documentation for all business processes.
• Part of the training team, responsible for onboarding and training new starters to become fully competent Service Desk Analysts, utilizing a training program developed and implemented personally.

Worked towards Level 3 Infrastructure Technician

• Experienced in Active Directory (AD), NetSupport (DNA, Tech Console, Help Desk), and Office 365 administration and applications.
• Basic knowledge of System Center Configuration Manager (SCCM) and Hyper-V.
• Provided 1st line IT support to students and staff, managing phone queries and email support requests.
• Collaborated on IT projects to enhance existing systems and develop new solutions, improving IT efficiency for administrative users and teachers.
• Assisted the Audio and Visual technician with event setups, including sound, lighting, and projection for school musicals and sports awards conferences.
• Managed apprenticeship projects and tasks, ensuring high-quality work submission before deadlines.