Experience

ITOM Solution
• United Kingdom
• Software Development
• 1 - 100 Employee
• ServiceNow Junior Architect

  • Mar 2022 - Present


MUFG

• Japan
• Financial Services
• 700 & Above Employee

• Senior ServiceNow Engineer

  • May 2020 - Mar 2022

  Working as part of a small core team to support and develop our ServiceNow instance and infrastructure, with a userbase of around 6000 users spread across Europe, the US and Asia. ServiceNow administration including daily health checks for the platform, and day to day management. Investigating issues, answering queries from the userbase, and supporting other team members. Engaging with other departments (with and outside Technology) to work on gathering requirements, enhancements, projects and integrations. Support and enhancements for ITSM applications and processes, including Incident, Problem, Change, Configuration, and Request Management. Also for custom scoped applications for Facilities, Procurement, HR and Customer Services. MID Server builds, configuration and maintenance. System cloning to Test and Development instances. Platform release updates (starting from the Jakarta release) including regression testing, test plans, test scripts and remediation work. Use of the ATF tool for some test automation. Integrations with other tools such as JIRA, RSA IGL, and Varonis DataPrivilege, involving data imports and REST API. Service catalogue development, working on items, workflows, Flow Designer and Notifications. JavaScript work including client scripts, business, script includes, GlideAjax, fix scripts and scheduled jobs. Documentation and knowledge articles for design, user guides, operation manuals, platform support and application support. Training for end users for effective use of the platform, reporting and dashboards. Show less



SMBC Nikko Capital Markets Limited

• United Kingdom
• Investment Banking
• 1 - 100 Employee

• Service Desk Team Leader, Infrastructure Support Associate, ServiceNow Admin

  • Mar 2017 - May 2020

  Service Desk/Desktop Support Team Leader, providing all levels of support to about 450 staff in the Front and Back Office groups as well as Senior Management, across multiple sites in London as well as Frankfurt and Hong Kong. The Front Office support role includes supporting traders, sales staff and trade support staff, using apps such Bloomberg, Thomas Reuters Eikon, MarketAxess, Ipreo, Tradeweb, Excel based models and various in-house apps. The trade groups include Derivatives, Debt Syndication, Equity, Fixed Income and M&A. The Back Office support role includes supporting various groups such as Compliance, Faciliies, HR, Legal, Planning, Securities Opertaions, Development and Risk Management. As part of ITSM, I'm involved with Incident management, as well as Problem, Change, Process and Knowledge management (in line with ITIL standards) and Continual Service Improvement. I help with auditing and reporting functions, and assist with coordinating projects and lead smaller projects. Recent projects include: ServiceNow implementation for ITSM, covering Incident, Problem, Knowledge and Change Management; ServiceNow implementation for ITOM, covering Discovery (for CMDB) and Service Mapping for identifying critical business apps and dependencies; SCCM implementation for security patching and applications deployment; Windows 10 migration (from Windows 7); O365 migration from IBM Notes; setting up the new office in Frankfurt; multiple office restacks; other office moves and expansions,; evaluating new solutions such as displays, thin clients, and cartirdge based desktop suolutions (e.g. VXRail and HP Moonshot). The technology stack is primarily Microsoft, Citrix (Xen Centre, PVS, VDI and HSDs), Cisco, and VMWare based, using a mix of HP, Dell, Cisco, Lenovo and Eizo hardware. Other responsibilities include PC/Thin Client/laptop builds, image updates and deployments, maintaining the DR suite for BCP requirements, and supporting AV equipment in meeting rooms. Show less



Fujitsu

• IT Services and IT Consulting
• 700 & Above Employee

• IS Deskside Engineer

  • Jun 2012 - Mar 2017

  Working at the Financial Conduct Authority (FCA) at Canary Wharf, I split my time between two roles as part of the IS Deskside team; IS Deskside Support Engineer and GSI (Government Secure Intranet) Support Engineer. As an IS Deskside Support Engineer, I work in a team of 12 providing the on-site deskside support to 4000+ users. My main role is to resolve incidents escalated from our Service Desk team and assist with change orders (IMACS). The hardware we support includes laptops, monitors, UPRs, peripherals, BlackBerry devices, iOS devices and printers. From the software perspective, we mainly support Windows 7 machines and administrate/troubleshoot issues with Office 2010, AD, SCCM software installs, Exchange, Server 2008/2012, SEP, BeCrypt, VPN, BES, and MMS. As a GSI Support Engineer, I help to support the GSI platform which includes desktop terminals, Server 2008 machines, RAID storage arrays and network equipment. This includes running daily performance and security checks, routine monitoring and maintenance, administrating user accounts and troubleshooting any issues raised by the users. Show less



G4S

• United Kingdom
• Security and Investigations
• 700 & Above Employee

• IT Support & Training Officer

  • Nov 2007 - Jun 2012

  As an IT Support Officer I was assigned around 15 individual sites around the UK to provide deskside support for. The sites that I helped to cover included the main headquarters in Broadway (Worcestershire) as wells as other sites in the Midlands and London including offices, hospitals, schools and prisons. My main task was to resolve issues reported to the IT Helpdesk, mainly on desktop PCs, laptops, printers and BlackBerry phones. I worked on my own initiative, prioritising my own work load throughout the week and normally visited one or two sites each day. The systems mainly ran Windows XP, 7 and Server 2003. Microsoft Office 2003/2007 was the main productivity suite and Citrix was also used widely for distributing applications. Other tasks included creating build images, new software installations, handovers for new starters, AD administration (on user accounts, network shares and AD groups), server health checks including backups, office moves, network/telephone re-patching and installation of network equipment. I was also involved with project work including mobilisation for new site installations, and disaster recovery testing Show less



Redwood Technologies

• United Kingdom
• Telecommunications
• 1 - 100 Employee

• Engineering Services Engineer

  • 2004 - 2007

  Working as part of the Engineering Services team, my main task was to provide technical support for bespoke telephony systems built by Redwood. These systems were used for conferencing, interactive menus, mass voting, call centres and VoIP solutions. The systems consisted of blade servers with modular telephony cards, running Windows XP and bespoke Redwood software. We also supported application and database servers running Windows 2000/2003 Server and SQL Server. Most of the work was done remotely, over the telephone and using remote access tools. Occasionally we would carry out site visits for installations, upgrades and troubleshooting. I also worked on documentation including build manuals, maintenance manuals and software user guides. One of my key roles was to act as the primary support engineer for KPN Telecoms (based in The Netherlands) which was Redwood's largest client and I also acted as primary engineer for other clients including Maltacom, RBS, Citigroup and Merrill Lynch. Show less