Experience

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  Highbury college it services

  Sept 2009 - Aug 2011

  Work experience placement

  Alongside my courses I volunteered to help the college out both on the helpdesk giving me experience on a helpdesk and developing my communication skills and also with general IT Support around the college and even shadowing a few technicians. While working here I also helped out with a Campus wide Windows 7 rollout. This job helped open the door to my next work experience job with a local IT Provider.

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  Quindell portfolio of companies

  Oct 2011 - Sept 2012

  Work experience placement

  One day a week alongside my degree I helped out at a local IT provider, providing numerous systems to small companies and local schools across Hampshire. This job gave be first-hand experience and basic knowledge of a many number of different systems and really helped develop my troubleshooting skills. This job was completely customer facing which was something I had not experienced before this job and I feel it has been very important and valuable experience gained.

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  Raglan housing

  Sept 2012 - Oct 2012

  1st line helpdesk analyst (contract)

  In this job I was responsible for being the first point of contact to provide customer advice, support and training to effectively resolve any IT queries or issues. In this role I got to experience a network utilizing virtualisation tools (mainly Citrix/Xenapp) and got to see both the benefits and drawbacks of using them.

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  Ticcs. the injury care clinics ltd

  Oct 2012 - Jun 2013

  It assistant

  In this job I am the first and quite often last point of contact on the Helpdesk to provide advice, support and training to effectively resolve any IT queries or issues to both TICCS and Physioworld. I am responsible for supporting a range of different systems and software both in the building I am based in and in remote sites across the country.This job has improved my customer facing skills, phone etiquette and troubleshooting skills as one of my many roles is to provide support to over 300 physiotherapists who work remotely across the country and to fix their issue or configure new equipment and get it sent out to them as quick as possible to not disrupt their work flow. Another responsibility of mine in role is doing regular general server maintenance such as: UPS tests, checking backups, checking server storage capacity and clearing stuck sessions on the server. Show less

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  Lyons davidson limited

  Jun 2013 - Apr 2014

  It support analyst

  TUPE - Same Position and responsibilities as the job at TICCS however soon to be dealing IT with more companies in the group such as: Lyons Davidson Solicitors, Admiral Law and a few other companies.

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  Collinson group

  Jul 2014 - Mar 2018

  Management and continual Service improvement of the LanDesk, Jira and Casper systems.Patch management and automation of all Desktops globally including software distribution, license management, asset management and image deployment.Continual Service Improvement and development of processes, policies, documentation and procedures within the remit of the service delivery team.2nd Line Desktop support globally to more than a dozen offices in a multi-platform environment including OSX and Windows.Provide mentoring and guidance for junior team members.Liaising and maintaining a good relationship with 3rd party suppliers. Show less Working as an Infrastructure Engineer as part of the Global Infrastructure Operations Team - I must ensure all users and customers both internal and external have 24-7 access to network systems, applications and services.Some of key responsibilities are as follows:Management of Active Directory, MS Windows Server operating systems (mainly 2008 & 2012) and other enterprise software applications and platforms such as : Citrix, VMware, Hyper-V, Amazon Web Services, Linux (mostly CentOS), SQL Server databases, IIS, LanDesk, Exchange Server 2010 and SAN's. Provide operations support including data backup, data restore, disaster recovery, and storage management. Pro-active analysis of server and network activity and maintaining performance monitoring systems as well as other software programs e.g., intrusion detection, virus scanning applications.Provide operation support of Juniper Firewalls, Extreme Switches, Cisco SwitchesTroubleshooting operational issues.Due to the sensitive data and environment of the company I must work inline with PCI-DSS and have a strong understanding of PCI-DSS as well as ITIL best practices for Service Management.In this role I also work very closely with the Network Operations Team and Telecoms Operations Team as well as the Infrastructure Project Team assisting them with any projects when needed. Show less As part of my role in the Global Service Desk team I provide 2nd line support to all users and customers of Collinson Group, ensuring that staff can gain access to systems at all operational times, within the quickest time given. I travel between the London office and the Haywards Heath office however I also provide remote and onsite IT support to all our other offices including: Cape Town, Ireland, Palma, Sao Paulo, Dallas, Mumbai, Sydney, San Francisco and more.As well as providing 2nd Line Desktop support I work very closely with the Infrastructure team supporting them where needed with both support and ongoing projects. Show less

  • Senior Desktop Support Engineer

    Apr 2017 - Mar 2018

  • Infrastructure Engineer (Secondment)

    Aug 2016 - Apr 2017

  • Desktop Support Engineer

    Jul 2014 - Aug 2016
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  Capital one

  Mar 2018 - Oct 2018

  Tech lead

  Provide technical guidance and coaching to L1s.Tracking operational parameters like staffing & rotas.Handle projects outside of the scope of normal BAU (O365 to G Suite migration, Zoom.us room implementation).Provide extended, on-call Executive Support to senior leadership team and their PA’s.Provide 2nd/3rd line support for all associates up to MVP.Application packaging, troubleshooting and testing.Daily use of a variety of technical tools such as: SCCM, Jamf, O365, G Suite, Air Watch, VMWare, AD Show less

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  Collinson

  Oct 2018 - Jul 2020

  It asset manager

  My role at Collinson is to ensure Collinson can demonstrate its compliance to security and regulatory requirements (PCI-DSS, ISO9001, ISO27001, GDPR, licencing, etc.), in the End User Computing environment, maintaining documentation and working with others to eradicate observations or findings.I am also responsible for Continuous Service Improvement (CSI) and Service Improvement Plans (SIP’s); to identify processes which can be automated to support growth, reduce operating cost & complexity and improve efficiency.Responsible for identifying and implementing processes which can be automated, to internal and external customers, providing benefits in simplification, speed, quality and/or cost.Responsible for inventory reporting management, working with asset management tool(s), suppliers and internal teams to manage:- Hardware reporting: deployment of new kit, removal/return to stock of defunct or leavers kit, redeployment of assets following inter-departmental moves.- Software reporting: licence position for all End User Computing Software to ensure compliance and legality.Responsible for the identification & implementation of tools to enable automation and maintain compliance.Identify and implement CSI or SIP activities to improve service, ensure value-for-money and, where possible, reduce cost.Provide a significant contribution towards the End User Computing strategy.Engender a collaborative approach to improve delivery to SLAs, specifically incident and problem management and service availability.Take ownership for all compliance activities within End user support.Ensure products and processes adhere to security and compliance requirements, i.e. PCI, ISO and GDPR.Support and ensure the proper use of software tools in executing daily tasks and for management of EUC devices e.g. ServiceNow, Ivanti (formerly known as Landesk), Jamf, SEP, etc.Be an active part of the team, creating and fostering a collaborative culture of one team. Show less

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  Ivanti

  Jul 2020 - now

  Sales engineer