Technical Support Specialist

• Oct 2023 - Present

Technical Operations Specialist

• Feb 2023 - Sep 2023

IT Specialist

• Sep 2021 - Jan 2023

• Managed and administered the Apple estate consisting of over 1600 Macs and 100 Apple TVs, including laptops, desktops, and TVs utilized in retail settings, using JAMF Pro.• Led the testing efforts for Apple Silicon devices, ensuring seamless compatibility with existing workflows and on-premise servers. Contributed to the successful implementation of the "DepNotify solution" and played a pivotal role in setting up Macs for Monterey MacOS.• Conducted security patching for MacOS applications in adherence to the security team's recommendations. Implemented automated updates for core applications and MacOS security patches.• Packaged and deployed bespoke Burberry applications, such as SAP, PrintPlacement, and Clo3d, tailored for the creative environment.• Developed and implemented the Adobe Remote Update Manager (RUM) method, enabling monthly automatic updates for Adobe Creative Cloud programs.• Explored and evaluated emerging technologies, providing innovative solutions for enhancing the Burberry Mac Infrastructure.• Utilized shell scripting to develop and modify scripts for various system management tasks.• Created and maintained up-to-date user manuals and other documentation, ensuring users had access to accurate and comprehensive resources. Show less

IT Support Technician

• Oct 2019 - Aug 2021

• Provided phone, help desk ticket, and team-based first- and second-line desk-side and remote IT assistance, ensuring prompt resolution of technical issues.• Delivered specialized support to executive board members, addressing their unique IT requirements and ensuring seamless operation of their systems.• Supported and troubleshooted Adobe Cloud Suite and Office 365 applications, assisting users in maximizing their productivity and resolving any software-related issues.• Deployed software packages using Jamf Pro and Microsoft SCCM, streamlining the software distribution process across the organization.• Administered Microsoft Active Directory, managing account setups, network configurations, shared drives, and licenses to maintain a secure and efficient network infrastructure.• Conducted network connection patching, ensuring reliable connectivity for users and troubleshooting any connectivity issues as they arose.• Assisted in desk setups, including the configuration of screens and docking stations to provide ergonomic work environments.• Proficiently utilized platforms such as RemedyForce, Ping ID, SCCM, Jamf Pro, Adobe Suite Admin console, Airwatch, Microsoft Active Directory, Bitlocker, and Vodafone VCO for various IT management tasks. Show less

IT Support Technician

• Oct 2018 - Oct 2019

Subcontractor | Burberry Global HQ - End User Support Team • Played a key role in the asset refresh project, transitioning Windows 7 to Windows 10 and facilitating Mac OS refresh for the Design and Creative Media department. • Provided efficient and effective help desk support, addressing technical issues, and troubleshooting user inquiries to ensure uninterrupted workflow. • Conducted initial setups for new starters, ensuring smooth onboarding experiences and configuring systems to meet their specific requirements. Subcontractor | KPMG HQ - Digital Workplace Team • Assisted in the Office 365 migration project, providing help desk support for corporate devices and ensuring a seamless transition to the new platform. Subcontractor | EY London (Canary Wharf and London Bridge) • Contributed to the iPhone 8 asset refresh project, ensuring timely upgrades and seamless device deployment for employees. Show less

Senior Technician

• Aug 2016 - Jun 2018

Store St Pancras Station - Victoria Station • Conducted hardware parts replacements on various Apple devices including iPhone, iPad, and MacBook, ensuring proper functionality and resolving hardware issues. • Performed hardware parts replacements on Android phones such as Samsung, Sony, HTC, and Nokia, addressing hardware-related issues and restoring device functionality. • Completed software updates on both Apple and Android devices, ensuring devices are up to date with the latest software features and security patches. • Utilized Octopus Box for Android recovery, efficiently recovering and resolving software-related issues on Android devices. • Conducted data recovery on both Mac and Windows systems, employing appropriate tools and techniques to retrieve lost or corrupted data, ensuring minimal data loss for users. • Possessed basic knowledge of micro-soldering, allowing for precise repairs and component-level troubleshooting when required. Show less

Mobile Phone Technician

• Oct 2015 - Aug 2016

• Conducted refurbishment of Apple devices, including iPhone, iPad, and MacBook, restoring them to excellent condition and ensuring optimal performance. • Specialized in gold, silver, and diamond customization, providing custom bespoke rear housing for Apple devices, offering unique and personalized options for customers. • Performed warranty repairs for Goldgenie's customers' devices, ensuring that repairs were completed in a timely and professional manner, maintaining customer satisfaction and loyalty. Show less

Tecnico telefoni Cellulari

• Mar 2012 - Mar 2015

• Riparazione Cellulari e Computer fissi e portatili • Riparazione Cellulari e Computer fissi e portatili