Experience

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  Infinity Group UK

  • Service Desk Engineer

    • Feb 2024 - Present

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  IBM

  • London, England, United Kingdom

  • IT Support Windows Specialist

    • Jun 2021 - Jul 2023
    • London, England, United Kingdom

    Main tasks:- Provided 2nd line global IT support for Windows 10 and 11 to IBM employees.- Documented interactions and incidents in ServiceNow.- Assisted End Users with migration from Windows 10 to Windows 11.- Supported users with migration from HCL Notes mail client to Outlook.- Collaborated with Cybersecurity for user education on security policies.- Supported MacOS End UsersTools/systems used:• Windows 10/11, MacOS, iOS• MS365• Active Directory• ServiceNow• Exchange• Quick Assist and Webex Meetings (remote support)• MFA• Slack• Cisco Anyconnect VPN• Five 9 and Avaya (VoIP services)• Beekeeper (security compliance platform)• IBM MaaS 360, MS Intune, Jamf Pro (MDM solutions)• Code42 backup solution

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  Pret A Manger

  • United Kingdom
  • Retail
  • 700 & Above Employee

  • IT Support Engineer

    • Mar 2019 - Jun 2021

    Main tasks:• Provided global IT support to retail shops, office departments, and 3rd parties.• Conducted network monitoring and troubleshooting.• Built and maintained reports on ServiceNow to monitor trends and KPIs.• Ensured incidents were resolved within SLA.• Experienced in EPOS troubleshooting.Tools/systems used:• Active Directory• MS365• Microsoft Teams• ServiceNow• Exchange • VMware Horizon VDI• CISCO Meraki (network monitoring, troubleshooting and MDM solution)• PRTG and Solarwinds network monitoring tools• IPFX VoIP• MFA• Global Protect VPN• Okta

  • Assistant Store Manager

    • May 2017 - Mar 2019

    Main tasks:• Analyzing sales to identify peak times and design the team rota• Analyzing P&L in order to create a relevant business plan• Analyzing sales and production levels to ensure the correct level of stock is ordered/retained• Driving the business to hit the required targets in terms of sales and profit• Recruiting, training and leading the team to achieve business and personal targets

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  KFC UK & Ireland

  • United Kingdom
  • Food & Beverages
  • 700 & Above Employee

  • Assistant General Manager

    • May 2015 - May 2017

    Main tasks:- assisting the General Manager in daily operations- improving profit- training and developing team members- providing hospitality and customer service in line with the companystandards whilst maintaining clean and sanitary working conditions- controlling resources, supervising food production operations and handling payments

  • Team Leader

    • Sep 2014 - May 2015

    Main tasks:- leading and supervising the team to improve customer service- setting objectives and providing support for the team members- controlling resources, supervising food production operations and handling payments

  • Crew Member

    • May 2013 - Sep 2014

    Main tasks:-providing hospitality and customer service in line with the company standards-maintaining clean and sanitary working conditions

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  Private accounting firm

  • Bari, Apulia, Italy

  • Junior Accountant

    • Sep 2011 - May 2013
    • Bari, Apulia, Italy

    Training as a business consultant and accountant in order to complete theUniversity Internship Program