Joanne Reece

Experience

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  Xchanging

  Sept 2008 - Sept 2011

  Senior Desktop Support Technician

  Xchanging is one of the largest and fastest growing business processors. With a wide range of multinational customers and employing over 8,000 people. Xchanging provides procurement, accounting, human resources and technology services across industries. Highlights / duties included:Provide 2nd line technical support to users within the Xchanging organisation and its external customers, skills included: Support Windows XP/7, McAfee EPO, BES admin, Tivoli tape backups/Windows Server 2008, Microsoft Office 2003/7/10, Active Directory, builds/images using Symantec for PCs and laptops, hardware/software installs/configs, XDA/HTC support, some network support across multiple Domains and VLANS, switch/cable management/desk moves, Avaya telephony, HP and Konica printer support, Remedy and ITBM call logging systems, Aside from my day to day duties I am the on-site lead for the McAfee EPO Dashboard / Anti-Virus management. I produced a proposal and managed an exercise to bring all of the Head Office’s laptops & desktop PC’s up to standard and put steps in place to ensure all hardware remains compliant going forwards.Provided BlackBerry/BES training and documentation to all Xchanging sites – this resulted in standardisation and commonality in the knowledge between all sites.Increased revenue opportunities by encouraging office managers to carry out moves via the Small Moves and Change (SMAC) process.Reduced common user complaints over meeting rooms by ensuring every room on site was provisioned with an assigned extension number, hardware and instruction. – This task required coordination across various departments including the facilities & network teams and greatly reduced the impact to users of the rooms.Raised over £1,000 for Xchanging’s chosen charity through the company’s Corporate Social Responsibility (CSR) programme.A mentor to the Careers Academy participants on behalf of the company. Show less

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  Devonshires

  Sept 2011 - May 2017

  IT Support Technician

  Devonshires Solicitors has been based in London for more than 150 years, they provide legal services specialising in commercial / corporate, civil litigation, community housing, employment, projects and property. Currently employ approximately 190 staff.Highlights / skills include:Providing 1st, 2nd & 3rd line on-site and remote support to the organisation. Technologies supported include Microsoft Office 2010, Windows 10, Worksite (DMS), Partner for Windows, Samsung & Konica Printers, CopyTrak Terminals, Dell PC’s & Laptops, Remote Access Technologies (Citrix, VPN), online subscriptions, Active Directory, Astra Phone Administration and Digital Dictation.Over and above my day to day duties, along with my colleague, I successfully rolled out Windows 10 to the entire organisation with minimal disruption to users. I also have responsibility for central administration of the Antivirus console & solutions, Mimecast Administration. User Access Management, Starter & Leaver processes and Network Patching of phones & workstations.In addition, I regularly participate in office moves which include installation of IT kit and testing applications, this requires close working with other support departments and ensuring minimal disruption to the operation. Show less

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  J A Kemp - Patent and Trade Mark Attorneys

  May 2017 - May 2018

  Service Desk Analyst

  Ranked in tier 1 by The Legal 500 and Chambers and Partners, JA Kemp are one of the largest UK and European Patent and Trade Mark Attorney firms, with offices in London, Oxford, Cambridge, Paris and Munich. Established in the 1940s by their founder, John Arthur Kemp, JA Kemp have grown to become one of a handful of leading UK firms with a strong international practice.Highlights / skills include:Providing on-site and remote support to the organisation. Technologies supported include Windows, Microsoft Office, Exchange, Active Directory, IManage fileSite, Bighand Dictation, Hornbill Incident Logging, GoToMeeting, Remote Access Technologies (Citrix, VPN), Polycom VOIP Telephony, Mimecast, Sophos Endpoint Security and EPO Online Filing.In addition, I am the onsite support contact for third party suppliers the role of which involves remote troubleshooting, liaising with various departments when engineer visits are required and coordinating with key stakeholders when rollouts and upgrades are required. Besides my day to day duties, I have introduced various process improvements such as daily checks, shift rostering and a Starter & Leaver process which have significantly reduced the number of incidents and improved the service that IT Support is providing to the business. Show less

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  Nutbourne Ltd

  May 2018 - Apr 2019

  Service Delivery Supervisor

  Nutbourne Ltd provides Service Desk, Onsite Support, Project Consultancy, Cloud Services and IT Audit Capabilites to SME's throughout London and the South East.Highlights / skills include:Overseeing delivery of Service Desk services to Nutbourne's clients.Investigating and liaising with clients following negative feedback of service.Priority 1 Incident Management.Responsible for Workforce Management of both Remote and On-Site resources.Conducting regular quality control reviews to ensure service levels are maintained.Reviewing, optimising and documenting operational processes wherever necessary.In addition to my day to day duties I designed and implemented a new WFM tool which ensured adequate resourcing was in place at all times, eliminating a long standing operational issue. Introduced a new P1 Incident Management which defined communication and stakeholders management processes during a P1 Incident. I also designed and introduced "Morning Checks" and a "3 Strike Rule" which has significantly improved service delivery. Show less

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  RBS

  Mar 2019 - Jan 2024

  Customer Service Specialist

  The Royal Bank of Scotland Group serves customers across the UK and Republic of Ireland supporting them with their personal, private and business banking needs and supports large corporates in Western Europe.Alongside a wide range of banking services, RBS offers businesses specialist sector knowledge in areas such as manufacturing and technology, as well as access to specialist entrepreneurial support.First point of support for commercial credit card customers.Assisting customers with everyday maintenance and any issues they have with their credit card products.Educating customers in the different ways they can do their banking and supporting them in choosing the options that work best for them. Show less

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  NatWest Group

  Mar 2019 - now

  • Software Engineering Trainee

    May 2023 - now

  • Customer Service Specialist

    Mar 2019 - Jan 2024