Adrian Douglas

Experience

• 

  Maintel

  Dec 2007 - Apr 2010

  Network Solutions Advisor

  Dealing with customer and supplier queries via email and over the phone, which required an excellent level of verbal and written communication • Offering advice on customer’s voice and data requirements involved ensuring I listened carefully to customer requirements and respond in a professional yet comprehendible manner• Building a rapport with suppliers which was imperative to ensure a healthy relationship was maintained• Working efficiently within a small dynamic team of eight through effective communication• Performing general administrative duties such as updating customer records and passing on information to customers as and when requested by them or corresponding account managers• Analysis of competitor bills for prospective customers • Reviewing of existing Maintel client’s call tariffs to ensure they remained both competitive and profitable Show less

• 

  Savills

  Apr 2010 - Jun 2014

  • Perform on-site analysis, diagnosis, and resolution of complex desktop/remote problems for end-users, • Provide 2nd support for 2500+ staff across the UK and Europe. (Desktop & Remote)• Take ownership of all calls escalated from 2nd line to 3rd line.• Appsense user profile management.• General Support of mobile device platforms, Android, iOS and BlackBerry, BES.• RSA key fob and soft token configuration and deployments.• Email management through Iron Port and Message Labs.• Exchange user/mailbox management.• Other application support: MS Office 2007/2010, HP RIS. Citrix AMC, Citrix AppCentre.• PC/Laptop Imaging.(ImageX)• Enterprise vault: access control, task creation, user configurations.• Server HW replacements: UPS, HD's, RAM.• Sophos Enterprise Console: update and computer administration.• Company wide audit of all PC’s for documentation and PC readiness for Windows7• Setting up offices from scratch & Desk/Office Moves i.e. switch, routers, Patching etc Show less • The initial point of contact for over 1600 users for any IT related query• Having good customer service skills• Gathering all of the information needed to escalate to 2nd line engineers• Troubleshooting computer related problems• Dealing with a variety of IT related queries ranging from password resets to mapping network drives• Having a good knowledge of Blackberry devices and other mobile devices such as iPads• Taking upwards of 50+ calls a day• Having a good knowledge of Office applications Show less

  • Technical Support Engineer

    Jul 2012 - Jun 2014

  • Service Desk Analyst

    Apr 2010 - Jul 2012
• 

  McMillan Williams

  Jun 2014 - Dec 2015

  ICT Support Analyst

  •Assist with the installation, configuration and ongoing usability of desktop computers, peripheral equipment and software.•Work with vendor support contacts to resolve technical problems with desktop computing equipment and software.•Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.•Assesses functional needs to determine specifications for purchases.•In instances where a call cannot be resolved, appropriate escalation processes must be followed.•To provide support and training over the VOIP telephone network and supporting infrastructure.•Working with MS Server 2012 (GPO, roaming profiles, IP based targeting, Etc)•Monitoring and maintenance of data capabilities.•Maintenance of out of hours’ systems and backup systems.•Server maintenance and support.•Assist others in the IT Department with Case Management and Accounts systems.•Hardware maintenance. Show less

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  Edge Technology Group

  Jan 2016 - May 2022

  Provide strategic technology guidance for a portfolio of 20 – 30 clients ensuring all IT requirements were met. • Consult on cloud technologies.• Assist with delivery of projects i.e., office moves, new technical requirements etc.• Distil complex technical information into a format that can be delivered to both technical and non-technical audiences.• Work jointly with Client Relationship Management teams in other regions on global accounts and engagement.• Foster relationships internally & externally to deliver excellent service to clients.• Assist with due diligence questionnaires for clientsMaintained a healthy client base with a high retention rate across the portfolio ensuring good recurring revenue for the firm. Show less • Providing on-site support for various prestigious hedge funds and financial organizations • Desktop and server maintenance• Trade floor support• Using VMware tools (AirWatch, Horizon View)• CommVault• Bloomberg support• Turret/Dealerboard support (IPtrade, Speakerbus)• PC Imaging/MDT• Co-ordinate/assist with new client on boarding/migrations• Point of escalation for the support desk• Smart host administration(Mimecast, Global Relay)• Building relationships with VIP’s and vendors• K Box patch management• PRTG monitoring Show less

  • Client Relationship Manager

    Jan 2019 - May 2022

  • Client Operation Analyst

    Jan 2016 - Dec 2018
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  Drawbridge

  May 2022 - Jul 2023

  Client Success Associate

  Provide guidance on all client Cybersecurity requirements. Also serve as principal point of contact for a portfolio of 20 clients to ensure their deliverables are completed within agreed timelines. • Perform vendor due diligence on 3rd parties.• Conduct Cyber Risk Assessments on IT environments.• Attend consultancy meetings with clients and their IT providers to obtain information regarding their cybersecurity controls.• Creation of policies such as BCP, IRP and WISP• Have an understanding of the regulatory frameworks such as NIST• Implementation of phishing campaigns and delivery of in person Cybersecurity trainingCustomer satisfaction rating was high across client portfolio and all clients fully adopted recommendations made. Show less

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  Optima Partners Compliance Advisory

  Jul 2023 - Sept 2023

  Cyber Security Analyst
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  Marsh

  Sept 2023 - now

  Cyber Risk and Security Analyst