Lukman Ashraf

Service Support Manager at Affinity Water

Key Skills: • Over 10 years’ experience in 1st and 2nd Line Desktop Support with some exposure to 3rd Line • Over 3 years’ experience in Managing 1st and 2nd Line Support staff in an ITIL environment. • Previously used Ask, Request Tracker, Footprints and Remedy Helpdesk System. • Windows 7, XP, Vista, Windows Server 2008 and 2003, 2000, NT, 98, 95 VMware, Citrix. • Administering Exchange 2010, 2003, 2000 and Lotus notes. • Active Directory 2008, 2003 and 2000 (creating accounts, permissions, Group Policies etc.). • Office 2010, 2003, XP, 2000, 97 (Word, Excel, Access, PowerPoint, Outlook, Project, Visio) • Administering SAN (data server), printer server, DC etc. • Understanding and administering TCP/IP, DNS, DHCP, WINS. • Backing up and recovering data using Backup Exec 2010, 9.0, 10d and 11d. • Administering Windows Deployment Services for desktop and laptop builds. • Building, configuring and troubleshooting Desktop and Laptops • Supporting desk side printers and large printer/copiers which include Canon and Ricoh. • Managing data encryption and security (McAfee, Sophos, Norton, F-Secure, and Spybot). • Blackberries, PDA’s, Wireless routers, 3G GPRS cards, VPN and X-Kryptor support. • Wireless Access Point and Routing, Polycom Video Conferencing Equipment. • Supported Dell, HP, Compaq, Acer, Samsung, Toshiba, Belkin, D-Link and Cisco hardware Specialties: • Desktop Support Management in an ITIL SLA enviroment looking after 1st & 2nd Line Engineers • All versions of Windows OS and MS Office packages • Experience of migration to new domain/network, Windows OS/Servers. • All round excellent Desktop Support Engineer