Martins Ileke

Experience

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  NHS

  Jan 2016 - Nov 2018

  IT Team Leader Administrator

  By providing exceptional service support through deskside assistance, email, and telephone, I directly contributed to a positive user experience. This dedication to service not only improved end-user satisfaction but also bolstered the organization's reputation for responsive and reliable IT support.Offering prompt solutions and workarounds to incidents showcased my problem-solving skills. This approach minimized downtime and disruptions, ensuring that business operations remained uninterrupted. Quick incident resolution translated into increased productivity and reduced operational losses.Effectively managing multiple open incidents highlighted my organizational skills. Prioritizing and addressing issues based on urgency and impact ensured a streamlined resolution process. This strategy optimized resource allocation and time management, ultimately contributing to increased efficiency in IT operations. Develop a technical understanding of the service portfolio and customer solutions.Participate in Change control meetings and to share information with the support teams.Strong analytical skill to review software and system to identify potential or existing problems.Manage and execute the forward schedule of change for changes which are both approved and documented.Planned out the process for calls or incident escalation for the whole IT department. Show less

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  ICBC Standard Bank Plc

  Nov 2018 - Jun 2020

  Dedicated Desktop support Traders

  Effectively troubleshot various technological issues, including PCs, Network, Printers, Software, and Hardware.Analysed network and security system and performed backup daily, leading to a 30% improvement of the company network and security system performance. Optimized inventory by implementing new safety stock methods, reducing excess stock by 20% without compromising service levels.Managed 4 members of technical support team that responded promptly to complaints from over 200k customers. Presented training and provided support to more than 400 staff members for a wide range of software applications and hardware in a Microsoft window environment. Infrastructure Support: Provided support for all office infrastructure technologies across all tiers within agreed SLAs.Maintained an up-to-date inventory of 5k computer parts in the warehouse worth over £5M.Operating Systems: Identified and resolved incoming issues affecting computer operating systems on Windows, Mac, and Bloomberg.Provided white glove IT support to VIP and senior management, resolving a high volume of tickets in 2018,Ensured 24/7 availability of IT systems, minimizing downtime and disruptions within the banking operations on the trading floor.Reacted swiftly to critical issues and emergencies, implementing effective solutions promptly to restore services on the trading floor.Provided training and support to team members on Bloomberg functionalities, enhancing the overall proficiency of the team with the platform.Implemented and monitored robust security measures to safeguard against potential threats and vulnerabilities in the trading environment.Utilized the Jira ticketing system to generate intricate charts detailing Service Level Agreements (SLAs), ensuring comprehensive tracking and analysis.Worked heavily with Windows 10, O365, Windows servers and Active Directory management in a banking and finance sector to create user accounts and solve exchange issues. Show less

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  Fieldfisher

  Jun 2020 - Jul 2022

  Second Line Support Engineer

  Led troubleshooting for local and wide-area network activities, resulting in a remarkable 30% improvement in system uptime. Collaborating with program managers and technicians leads to device efficient deployment plans, ensuring optimal resource utilization.Updated security patches on over 500 company devices, effectively preventing malware attacks and viruses.Provided superior monthly technical support to 3k remote users, consistently resolving complex issues, and delivering exceptional customer service.Maintained a comprehensive ITIL Knowledgebase, enhancing information access for technical teams and users. Played a pivotal role in testing new products, providing valuable feedback for product improvement.Developed 10 technical documents for processes and infrastructure, significantly streamlining the onboarding of 30 new lawyers to the firm. Implemented a centralized monitoring system that reduced system downtime by an impressive 70% within the first month of implementation.Successfully executed technical plans in collaboration with the application team, ensuring seamless deployment and integration. Developed and delivered knowledge base articles, fostering skill development and efficient problem-solving among junior team members.Utilizing SCCM (System Centre Configuration Manager) for deploying updates.Proficient in deploying and configuring VPN solutions for remote accessMonitor performance and maintain systems according to requirements, Troubleshoot issues and outages. Install and configure software and hardware. Manage network servers and technology toolsKeeping up the maintenance of the system documentation and knowledge base for the company Show less

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  Proactive

  Jun 2022 - Jun 2024

  Group System Administrator

  Designed and deployed Microsoft Intune infrastructure, enhancing device management and onboarding processes for optimal IT Infrastructure performance.Provided 3rd line support across on-premises and cloud environments, using ITSM tools to manage and resolve complex IT operations and system engineering issues..Transitioned communication platforms to Microsoft 365, integrating Exchange, OneDrive, SharePoint, and Teams to streamline IT operations and collaboration.Implemented device policies across Windows, Android, and iOS, ensuring compliance and seamless application deploymentLed onboarding and offboarding processes, securing data integrity and improving system efficiency.Migrated and managed a VoIP system, enhancing communication capabilities within IT Infrastructure.Strengthened security with Azure AD/Intune conditional access policies and Microsoft Endpoint Manager, boosting endpoint security across the organization.Built and managed vendor partnerships to optimize third-party integrations for IT Operations.Applied ITIL best practices in Incident, Change, and Asset Management, reducing system downtime by 30%.Centralized security management through Microsoft Defender, decreasing security breaches by 80%..Administered Xerox-powered printing systems, improving document workflows and efficiency.Proactively monitored Windows system performance and managed financial services data backups, ensuring system reliability and security.Led the migration from a Cisco Meraki switch to a UniFi switch, resulting in cost savings and enhanced network performance.Utilized AWS to provision virtual machines for contractor users, optimizing costs and resource availability.Managed daily operations, configuration, and maintenance of Microsoft 365, driving infrastructure enhancements.Proactively monitored Microsoft 365 and cloud environments using Azure Monitor and Network Watcher to prevent service disruptions. Show less