Curriculum Vitae

Checking and preparing Inventory for repair or reuse.
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Liaising with clients to identify and resolve issues.
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Rapid Response and resolution of time sensitive operation issues.
►
Resolution or Escalation of tickets securely and in a prompt manner.
Key Achievements:

Completed the preparation of Inventory for recycling, including, but not limited to, wiping and restoring
outdated hardware securely and adhering to data protection.

Provided VIP/White Glove Support for senior members of the client group, resolved the issues as a priority,and heightened awareness of the needs of said senior members.

1st /2nd Line Support Advisor
White Glove VIP Support

• Took ownership of escalated issues as 2nd line support – security cleared to resolve any queries within SLA.
• Managed the Installation and maintenance of IT services in line with business requirements and targets.
• Provide root cause analysis and the resolution of configuration/deployment issues of 3rd party applications.
• Promoted positive working relationships with colleagues, other departmental members and suppliers.

• Responded to service desk requests and prioritised incoming tickets from end-users. ► Led impact assessment, change planning and business readiness activity for project deliverables.
• Aligned processes internally – supported processes by working with teams to achieve end-user objectives. ► Ensured benefits associated with changes were measured and tracked within their project to realise standards.

Key Achievements:
 Launched bespoke application support and provided onboarding and off boarding administration.
 Android/IPhone Build and Phone support.
 MS Office, Exchange, Active Directory, Windows 10 desktop

► Acted as Technical Support Manager – supported end-users by investigating and resolving IT problems.

► Deployed onsite for performing hardware/software faults across the University of Bristol campus.

► Rolled out the latest technologies and innovations and was seen as a subject matter expert within the team. ► Maintained the IT posture of the organisation and kept up to date with the emerging threat landscape.

Key Achievements:

✓ Managed teams – ensured IT Support Teams communicated with the Service Desk and 3rd Line Support. ✓ Led all IT workstreams and delivered complex support to 4000+ staff & students. ✓ Contributed to third line support – independently managed end-user incidents ensuring swift resolution. ✓ Increased productivity, operations and delivery – responsible for lifecycle management of all devices.

► Delivered operational support (onsite) and advanced troubleshooting for both Windows and Mac systems. ► Synchronised team activities – prioritised technical issues through the ServiceNow ticketing system.

► Completed simultaneous projects – ensured the continuity of services and delivery of end-user requests. ► Escalated risks – managed complex internal and external dependencies by identifying and removing blockers.

Key Achievements:

✓ Built a collaborative environment – responsible for the escalation management of macOS/IOS hardware. ✓ Championed continuous service improvements – supported resolutions of tickets within agreed SLA. ✓ Project managed the complete builds of new laptops and desktops.

► Acted as Technical Support Manager – supported end-users by investigating and resolving IT problems.

► Deployed onsite for performing hardware/software faults across the University of Bristol campus.

► Rolled out the latest technologies and innovations and was seen as a subject matter expert within the team. ► Maintained the IT posture of the organisation and kept up to date with the emerging threat landscape.

Key Achievements:

✓ Managed teams – ensured IT Support Teams communicated with the Service Desk and 3rd Line Support. ✓ Led all IT workstreams and delivered complex support to 4000+ staff & students. ✓ Contributed to third line support – independently managed end-user incidents ensuring swift resolution. ✓ Increased productivity, operations and delivery – responsible for lifecycle management of all devices.

► Orchestrated all aspects of second-line technical support – reviewed all tickets via ServiceNow.

► Delivered time-sensitive support – assisted with any technical issues and provided progress updates to end-users. ► Streamlined reporting processes – completed day-to-day operations and prepared technical documentation.

► Security cleared – ensured compliance with organisational policies while working within ITIL frameworks.

Key Achievements:

✓ Rolled Out Microsoft Window Surfaces using Microsoft Azure and Microsoft Intune. ✓ Deployed onsite for upgrading the network – Mobile Device Management (Airwatch/Intune). ✓ Raised awareness of departmental responsibilities – embedded procedures into working practices.

Provides day-to-day technical support to employees for internal standard client hardware, client OS, and software packages.

Installs, configures and troubleshoot desktop systems, laptops, both Windows and Mac, operating system configuration and standard software.

Coordinate vendor engagement for onsite support requirement

Maintains passwords, data integrity and file system security

Recommend hardware/software solutions including new acquisitions and upgrades.

Pro-actively identifies issues and risks; seeks appropriate level of guidance and advice to ensure the delivery of quality outcomes

Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors.

Work to improve user support experience through promotion of self-service tools.

Exercises judgment within defined procedures and practices to determine appropriate action. 

Build productive internal/external working relationships.

Consulting and design within given policies & processes

Experience with end-user system analytics and tool sets, ability to complete data analysis, review trending, identify applicable solution and document for use by team members globally

Experience with Windows 

Remediation of Google Drive to OneDrive migration issues in testing

Remediation of Google Docs to Office Docs formatting issues (as Office is installed on all users, we are encouraging the Working group to start fully using Office so we can test the full extent of opening Google docs in Office)

Creation of a common issues guide that we can publish on later Migration batches

Post Migration Support (OneDrive, Email, Forms) and formatting support

Password Reset ability (taking the load of the helpdesk with delegated admin)

Triage of all Migration support calls 

View and contribute to a dedicated Teams space for specific Google /Microsoft Support issues

View and contribute to shared Email account that will be communicated out to the business

1 week remote contract facilitating Microsoft Teams offering Microsoft 365 1st & 2nd line support and hardware troubleshooting

3 day remote contract providing phone based 1st Line Activities including diagnostics, logging incidents and covering Windows 10, Microsoft Office Suite and Office 365

▪ Helping the NHS deliver supplies during the coronavirus pandemic

▪ Migrating desktops from a local domain to a hosted domain in GP practices in Gloucestershire

▪ Maintaining strong relationships with customers while executing desktop/laptop projects

• Three-week contract to rollout Windows 10 computers at Thornbury Nursing Services.
• Making sure all users have continuity with their PC’s

• Providing technical support during Windows 7 and 10 rollouts while supporting over 1,000 customers
• Troubleshooting issues with Windows 7 and 10 while deploying hardware and installing applications
• Building and configuring desktops, laptops and WYSE terminals
• Executing a project to implement a VPN solution to laptops

• Managing the rollout of Windows 10 and serving on the tech bar
• Responding to user’s queries and resolving technical issues

• Providing 2nd line support, as well as Mac and Office 365 support
• Building new devices – including Windows, Mac OS, Linux and mobile platforms – and issuing them to users
• Diagnosing and resolving faults with hardware and software
• Serving as Technical Service Manager for specific services while conducting lifecycle management of products

• Assisting users with IT issues and problems
• Managing and triaging the Helpdesk, using Service Desk Plus
• Specialising in both Apple Mac and Microsoft computers
• Maintaining a proactive approach in order to mitigate problems
• Building mobile smart phones with Mobile Device Management, issuing tickets to Technicians and serving as the admin of VCOL (Vodafone Corporate Online)

• Supporting the upgrade to Windows 10 and providing comprehensive laptop support in a corporate environment
• Assisting with repairs and basic hardware fixes
• Delivering ‘Lunch & Learn’ sessions in the Technology bar
• Attending events, demonstrating new technology and managing technical forms/key knowledge creators

• Rolling-out Windows 10 to replace the Windows 7 laptops
• Maintaining customer satisfaction by ensuring end users were adept with the new implementation
• Delivering bespoke support to users with issues such as antivirus, OneDrive and mapped drive locations
• Conducting floor walks for quality assurance purposes

• Diagnosing and resolving issues with hardware and software, including Windows 7/10 and macOS and iOS
• Building Mac computers using Jamf
• Engaging with the customer to ensure high levels of satisfaction while troubleshooting problems
• Conducting Microsoft Office 365 administration

Maintaining an inventory of IT assets via ServiceDesk Software.

• Serving as the Escalation Point Supervisor for a team of seven and the first point of contact for all IT issues for over 4,000 staff and students
• Delivering 1st & 2nd line ServiceDesk & Technical Support
• Performing Office 365 Administration and resource management to meet demand
• Managing/resolving demand management for admissions
• Performing change management to mitigate risk and ensure the efficient transition to new processes
• Conducting third-party management, involving the management of vendor contracts
• Identifying trends and monitoring the Service Desk while working to an ITIL framework

City and Guilds Computer Technology.

City and Guilds Communication Studies.