Curriculum Vitae

• Providing technical support during Windows 7 and 10 rollouts while supporting over 1,000 customers
• Troubleshooting issues with Windows 7 and 10 while deploying hardware and installing applications
• Building and configuring desktops, laptops and WYSE terminals
• Executing a project to implement a VPN solution to laptops

• Managing the rollout of Windows 10 and serving on the tech bar
• Responding to user’s queries and resolving technical issues

• Providing 2nd line support, as well as Mac and Office 365 support
• Building new devices – including Windows, Mac OS, Linux and mobile platforms – and issuing them to users
• Diagnosing and resolving faults with hardware and software
• Serving as Technical Service Manager for specific services while conducting lifecycle management of products

• Assisting users with IT issues and problems
• Managing and triaging the Helpdesk, using Service Desk Plus
• Specialising in both Apple Mac and Microsoft computers
• Maintaining a proactive approach in order to mitigate problems
• Building mobile smart phones with Mobile Device Management, issuing tickets to Technicians and serving as the admin of VCOL (Vodafone Corporate Online)

• Supporting the upgrade to Windows 10 and providing comprehensive laptop support in a corporate environment
• Assisting with repairs and basic hardware fixes
• Delivering ‘Lunch & Learn’ sessions in the Technology bar
• Attending events, demonstrating new technology and managing technical forms/key knowledge creators

• Rolling-out Windows 10 to replace the Windows 7 laptops
• Maintaining customer satisfaction by ensuring end users were adept with the new implementation
• Delivering bespoke support to users with issues such as antivirus, OneDrive and mapped drive locations
• Conducting floor walks for quality assurance purposes

• Diagnosing and resolving issues with hardware and software, including Windows 7/10 and macOS and iOS
• Building Mac computers using Jamf
• Engaging with the customer to ensure high levels of satisfaction while troubleshooting problems
• Conducting Microsoft Office 365 administration

Maintaining an inventory of IT assets via ServiceDesk Software.

• Serving as the Escalation Point Supervisor for a team of seven and the first point of contact for all IT issues for over 4,000 staff and students
• Delivering 1st & 2nd line ServiceDesk & Technical Support
• Performing Office 365 Administration and resource management to meet demand
• Managing/resolving demand management for admissions
• Performing change management to mitigate risk and ensure the efficient transition to new processes
• Conducting third-party management, involving the management of vendor contracts
• Identifying trends and monitoring the Service Desk while working to an ITIL framework

City and Guilds Computer Technology.

City and Guilds Communication Studies.