Experience

• 

  Expedia.co.uk

  Nov 2004 - Jun 2006

  Customer care department
• 

  Opodo.co.uk

  Aug 2006 - Sept 2007

  Customer service ticketing agent
• 

  Alliance and leicester

  Aug 2007 - Sept 2008

  Mortgage adviser
• 

  Northcliffe media

  Oct 2008 - Jun 2010

  Helpdesk analyst / 2nd line desktop

  • Providing a single point of contact for over 6000 users, to report any problems and to assist in raising service requests through CA Service desk tool• Using my MCDST knowledge to provide technical and IT support to users for troubleshooting problems• Obtaining advice from 2nd and 3rd line to solve more complex issues which may lead to complains• Actively creating documents to improve the Service desk’s first time fix rate

• 

  A&n media

  Jun 2010 - Nov 2012

  Desktop services analyst

  • Providing second line face to face IT support for over 2000 onsite users• Diagnosing and resolving issues with company VPN and RAS for our offsite remote users• Account creation/amendments user Active directory and Quests ActiveRoles Server• Microsoft Exchange 2010 administration including creating Mailbox’s, Distribution Lists and Public Folders• Using Microsoft System Center 2007 (SCCM) to configure HP Desktops and Lenovo Laptops with builds deployments and refreshes.• Supporting applications running on the Citrix Web Interface• Setting up Android, IPhones and Windows Mobile including BlackBerrys via BES• Updating the customer with the progress of any incident resolution and closing incidents in a timely fashion to meet defined Services Level agreements• Working within an ITIL environment• Identify and escalating any critical issues to 3rd line• Ran a 10 Week domain user migration project off site within time targets• Involved in the Windows 7 upgrade throughout the estate• Assisted in the migration of users from Lotus Notes Domino 7.0 to Exchange 2007 Show less

• 

  Sony pictures entertainment

  Dec 2012 - now

  My current role combines the management of day-to-day End User Support & Local Infrastructure Operations. I provide technical leadership and Subject-Matter-Expertise relating to the relevant end user tools, platforms, and technologies provided within Sony Pictures Entertainment.• Primary Technical Resource on all IT End User Technology Projects being delivered within the UK region. • In coordination with Regional Project Management, apply the relevant technical subject-matter-expertise.• Providing 2nd line and VIP support to over 600 onsite/offsite users• Setting up mobile offices for TV, Film, and Press Junkets.• Onsite support for MIPCOM TV and Cannes Films Festival events.• Updating the customer with the progress of any incident resolution and closing incidents in a timely fashion to meet defined Services Level agreements • Lead Mobile Engineer supporting 400 mobile contracts, repairing, deploying, and upgrading devices.• Implementing VR Test rigs (HTC Vive) (Sony PSVR)• Working within an ITIL environment• Identify and escalating any critical issues to 3rd line Show less

  • Senior Technical Lead

    Apr 2019 - now

  • Senior Territory Services Analyst

    Dec 2015 - Apr 2019

  • Territory Services Analyst - UK

    Dec 2012 - Dec 2015