Experience

BBA Aviation plc

• United Kingdom
• Aviation and Aerospace Component Manufacturing
• 100 - 200 Employee

• Global Technical Services Supervisor

  • Feb 2016 - Present

• EMEA Technical Support

  • Jan 2015 - Feb 2016

  Providing technical support to users across the EMEA region both on site and remotely. Assisting with PC, Application and Network problems and also project management.

• BBA UKHQ Help Desk

  • Oct 2013 - Jan 2015

  Global IT support contact for over 240 sites world wide. Providing helpdesk and application assistance.



Compuware

• United States
• Software Development
• 700 & Above Employee

• EMEA Technical Support Analyst

  • 2008 - Sep 2013

  IT support contact for 200 users across EMEA including UK & Nordic Offices providing desktop support using a variety of remote management applications - RDP, MS Lync and WebEx. Procurement manager for UK, both hardware and mobile phones. Project Manage rollout of Windows 7 migrating users from XP. Support of MS Office suite inc 2003, 2007 and 2010. ITIL Version 3 certified. Active Directory administration. Remote user support for application and VPN issues - assisting… Show more IT support contact for 200 users across EMEA including UK & Nordic Offices providing desktop support using a variety of remote management applications - RDP, MS Lync and WebEx. Procurement manager for UK, both hardware and mobile phones. Project Manage rollout of Windows 7 migrating users from XP. Support of MS Office suite inc 2003, 2007 and 2010. ITIL Version 3 certified. Active Directory administration. Remote user support for application and VPN issues - assisting using various tools including RDP, WebEx, MS Lync and Windows Remote Assistant. Good network knowledge including comms rooms, patching and network equipment installation and setup. BES (Blackberry Enterprise Server) user administration and trouble shooting. Highest problem ticket closer across EMEA. Technical | Problem solver | Customer service Skills: IT Support, Asterix IP system, Active Directory, Excellent customer service, Windows 7 Show less IT support contact for 200 users across EMEA including UK & Nordic Offices providing desktop support using a variety of remote management applications - RDP, MS Lync and WebEx. Procurement manager for UK, both hardware and mobile phones. Project Manage rollout of Windows 7 migrating users from XP. Support of MS Office suite inc 2003, 2007 and 2010. ITIL Version 3 certified. Active Directory administration. Remote user support for application and VPN issues - assisting… Show more IT support contact for 200 users across EMEA including UK & Nordic Offices providing desktop support using a variety of remote management applications - RDP, MS Lync and WebEx. Procurement manager for UK, both hardware and mobile phones. Project Manage rollout of Windows 7 migrating users from XP. Support of MS Office suite inc 2003, 2007 and 2010. ITIL Version 3 certified. Active Directory administration. Remote user support for application and VPN issues - assisting using various tools including RDP, WebEx, MS Lync and Windows Remote Assistant. Good network knowledge including comms rooms, patching and network equipment installation and setup. BES (Blackberry Enterprise Server) user administration and trouble shooting. Highest problem ticket closer across EMEA. Technical | Problem solver | Customer service Skills: IT Support, Asterix IP system, Active Directory, Excellent customer service, Windows 7 Show less



Kensington

• Netherlands
• Advertising Services

• Tecnical Support Analyst

  • May 2007 - Apr 2008

  Provide 1st and 2nd line IT operations technical support and business project support. Support users remotely via secured VPN and administration of users in a Citrix environment. Deliver in a timely manner in accordance with agreed SLAs. Troubleshooting and supporting various PC software and hardware issues, Windows OS and Microsoft office 2003/2007 Managing and maintaining Windows 2003 Server/Security, DNS and Network Infrastructure. Liaising with Production Controller and… Show more Provide 1st and 2nd line IT operations technical support and business project support. Support users remotely via secured VPN and administration of users in a Citrix environment. Deliver in a timely manner in accordance with agreed SLAs. Troubleshooting and supporting various PC software and hardware issues, Windows OS and Microsoft office 2003/2007 Managing and maintaining Windows 2003 Server/Security, DNS and Network Infrastructure. Liaising with Production Controller and ensuring any planned systems maintenance is carried out in accordance with KM’s Change Control Process. Managing the service desk, delegating work to team members and ensuring updates are made Managing and maintaining Active Directory domain groups, creating new user accounts and covering various AD administrative tasks, to ensure AD structure reflects organisation structure. Adhering to change and release management processes. Working closely with internal departments/staff and third party vendors, to ensure that all systems are successfully deployed into both UAT and Live environments. Releasing developed IS applications into QA, UAT and live server 2000/2003 environments. Liaising effectively with other departments as well as external resources, to ensure that Service Desk involvement in release is successful and timely. Show less Provide 1st and 2nd line IT operations technical support and business project support. Support users remotely via secured VPN and administration of users in a Citrix environment. Deliver in a timely manner in accordance with agreed SLAs. Troubleshooting and supporting various PC software and hardware issues, Windows OS and Microsoft office 2003/2007 Managing and maintaining Windows 2003 Server/Security, DNS and Network Infrastructure. Liaising with Production Controller and… Show more Provide 1st and 2nd line IT operations technical support and business project support. Support users remotely via secured VPN and administration of users in a Citrix environment. Deliver in a timely manner in accordance with agreed SLAs. Troubleshooting and supporting various PC software and hardware issues, Windows OS and Microsoft office 2003/2007 Managing and maintaining Windows 2003 Server/Security, DNS and Network Infrastructure. Liaising with Production Controller and ensuring any planned systems maintenance is carried out in accordance with KM’s Change Control Process. Managing the service desk, delegating work to team members and ensuring updates are made Managing and maintaining Active Directory domain groups, creating new user accounts and covering various AD administrative tasks, to ensure AD structure reflects organisation structure. Adhering to change and release management processes. Working closely with internal departments/staff and third party vendors, to ensure that all systems are successfully deployed into both UAT and Live environments. Releasing developed IS applications into QA, UAT and live server 2000/2003 environments. Liaising effectively with other departments as well as external resources, to ensure that Service Desk involvement in release is successful and timely. Show less



johnsondiversey

• United Kingdom
• Personal Care Product Manufacturing

• desktop support

  • 1999 - 2006

  Contact for first and second-line PC support for office and field users within EAMA region Provided support for Windows XP Workstation and MS Office 2003. Plus standard and bespoke desktop software applications Administration of Lotus Notes; setting up views and various reports. Technical support for office and mobile telephone systems – PBX environment Managed full office move for all IT equipment and cabling Installed and administered in-house video and teleconferencing… Show more Contact for first and second-line PC support for office and field users within EAMA region Provided support for Windows XP Workstation and MS Office 2003. Plus standard and bespoke desktop software applications Administration of Lotus Notes; setting up views and various reports. Technical support for office and mobile telephone systems – PBX environment Managed full office move for all IT equipment and cabling Installed and administered in-house video and teleconferencing equipment Show less Contact for first and second-line PC support for office and field users within EAMA region Provided support for Windows XP Workstation and MS Office 2003. Plus standard and bespoke desktop software applications Administration of Lotus Notes; setting up views and various reports. Technical support for office and mobile telephone systems – PBX environment Managed full office move for all IT equipment and cabling Installed and administered in-house video and teleconferencing… Show more Contact for first and second-line PC support for office and field users within EAMA region Provided support for Windows XP Workstation and MS Office 2003. Plus standard and bespoke desktop software applications Administration of Lotus Notes; setting up views and various reports. Technical support for office and mobile telephone systems – PBX environment Managed full office move for all IT equipment and cabling Installed and administered in-house video and teleconferencing equipment Show less



diverseylever

• desktop support

  • 1997 - 2004

  IT helpdesk providing second-line support for 30+ countries in Europe, Africa and the Middle East Provided Helpdesk support by telephone, e-mail and call-logging databases Liaised with country helpdesks, internal departments and external service providers to ensure an outstanding level of customer service Escalated faults/ query calls not resolved and progress chased until resolution Created and maintained company e-mail and network accounts Produced regular and custom reports… Show more IT helpdesk providing second-line support for 30+ countries in Europe, Africa and the Middle East Provided Helpdesk support by telephone, e-mail and call-logging databases Liaised with country helpdesks, internal departments and external service providers to ensure an outstanding level of customer service Escalated faults/ query calls not resolved and progress chased until resolution Created and maintained company e-mail and network accounts Produced regular and custom reports from the helpdesk system (Lotus Notes), analysed problem trends and recommended improvements to ensure appropriate service levels and targets were met Lotus Notes user administration; assisted with data collection ready for migrating to Magic call logging system Show less IT helpdesk providing second-line support for 30+ countries in Europe, Africa and the Middle East Provided Helpdesk support by telephone, e-mail and call-logging databases Liaised with country helpdesks, internal departments and external service providers to ensure an outstanding level of customer service Escalated faults/ query calls not resolved and progress chased until resolution Created and maintained company e-mail and network accounts Produced regular and custom reports… Show more IT helpdesk providing second-line support for 30+ countries in Europe, Africa and the Middle East Provided Helpdesk support by telephone, e-mail and call-logging databases Liaised with country helpdesks, internal departments and external service providers to ensure an outstanding level of customer service Escalated faults/ query calls not resolved and progress chased until resolution Created and maintained company e-mail and network accounts Produced regular and custom reports from the helpdesk system (Lotus Notes), analysed problem trends and recommended improvements to ensure appropriate service levels and targets were met Lotus Notes user administration; assisted with data collection ready for migrating to Magic call logging system Show less