Senior IT Specialist

• Aug 2022 - Present

Global IT Specialist

• Aug 2018 - Aug 2022

• Implementing strategic initiatives to deliver tangible improvements in customer and partner experience, cost efficiency, and employee satisfaction.• Providing mentoring and training to technicians and supporting global IT team remotely as and when required.• Building and maintaining vendor relationships and managing the purchase of hardware and software products.• Work with peers globally to ensure good escalation flow, alignment of priorities/strategy/goals and effective service team best practices.

IT System Support Specialist

• May 2016 - Aug 2018

• Strong first line and second line experience supporting enterprise network hardware, supporting and troubleshooting networks – LAN, WAN and wireless. • End user system updates and monitoring. Including: patch management, spyware removal and testing, virus checking and ensuring backup of data files.• Developing, implementing and monitoring service level agreements with staff, ensuring compliance and quick resolution of specific issues. • Creating and executing change management requests and project plans as required.• Management of tickets via TopDesk ticket management system. Ensuring all escalations are managed correctly and efficiently with a focus on issue resolution and customer satisfaction.• Active Directory 2012 R2 - Creating user ID's, roles, groups OU's.• O365 Exchange Mailbox Management • Representing IT department in conference calls and acting as point of contact for the business and other support functions.• Undertaking project management and acting as a single point of contact for projects• Enrolment of devices to Microsoft Intune using Windows Autopilot.

IT Support Analyst

• May 2014 - Mar 2016

Reporting to the IT Manager as a team of 2, responsible for providing desktop and network support (1st and 2nd Line) to 80 end users.Key Responsibilities:• Diagnosis of desktop, application, networking and infrastructure issues.• Supported desk side printers and large printer/copiers, including Ricoh and HP.• Monitored the IT network to ensure availability to all users (SSL VPN, Firewall, Routers).o Managed the Remote Desktop (DameWare, Mirus, IGEL Universal Management Suite).o Active Directory Server 2012 (creating Accounts, Permissions, Passwords, Group Policies).o Microsoft Exchange Server 2010 (Creating new Mailboxes, Distribution Groups, Permissions).• Management of the company's telephone system (8x8 Account Manager).• Assisted with the development of the functional scope of all IT Help desk projects, initiatives and programmes.• Managed relationships with multiple 3rd party partners.Key Achievements:• Created the company’s Intranet using SharePoint 2010 and SharePoint Designer 2010.• Testing configuring and rolling out new technology. o Providing training to end users (IGEL Thin Clients – Windows 7 and Linux).• Provided training on new telephone system and application for 80 staff members.

Trainee Database Developer (Contract Role)

• Dec 2013 - Apr 2014

Reporting to the Head of Database Management, responsible for providing 1st Line Support to end users; assisting users to navigate around the site database and overcoming any error messages. Resolving IT related faults. Responsible for the development and implementation of site layouts, site templates, user navigation strategies and information management strategies. Reporting to the Head of Database Management, responsible for providing 1st Line Support to end users; assisting users to navigate around the site database and overcoming any error messages. Resolving IT related faults. Responsible for the development and implementation of site layouts, site templates, user navigation strategies and information management strategies.

IT Administrator

• Jul 2012 - Oct 2013

Responsible for providing day to day IT Support to users across the company. Trouble shooting network and software issues and maintaining daily backups. Assisting with procurement of IT equipment and managing all incoming calls. Responsible for providing day to day IT Support to users across the company. Trouble shooting network and software issues and maintaining daily backups. Assisting with procurement of IT equipment and managing all incoming calls.