Experience

TPG

• United States
• Financial Services
• 700 & Above Employee

• Senior Support Engineer

  • Aug 2016 - Present



Sapient Global Markets

• United States
• Business Consulting and Services
• 500 - 600 Employee

• IT Associate L2

  • Nov 2014 - Aug 2016

  • Providing 1st and 2nd Line support and advice to 600+ users, internal and external via helpdesk Remedy force, telephone calls, emails and walk up face to face. • Organizing all IT hardware and software assets and maintaining records of equipment. • Managing the disposal projects of old IT equipment and refreshing existing equipment. • First point of contact for escalated IT local support incidences. • Troubleshooting hardware, software, networking issues and any IT relevant problems. • Supporting software including Microsoft Office for Mac and PC, Parallels virtual machines, VPN as well as cloud based storage applications, BOX, Google Drive. • Working with Operating systems - Windows 7/8/10, Mac OS El Capitan, Yosemite. • Deploying new work station using netboot for Windows and Casper suite for Mac. • Preparing machines for new employees, setting profile, creating account, imaging machines Show less



Omnicom Media Group UK

• United Kingdom
• Advertising Services
• 700 & Above Employee

• IT Support Analyst

  • Jan 2014 - Dec 2014

  • Provide 1st line and 2nd line technical support. • Improving and troubleshooting day to day related issues that may occur. • Managing tickets using the in house system – ensuring tickets are responded to and assigned quickly and efficiently. • Answer IT Helpdesk telephone calls. • Helping users with IT related issues face to face as well as over emails and phone. • Maintaining and assuring the meeting rooms are fully functional every morning and all necessary IT equipment is available • Troubleshooting network issues. • Troubleshooting mobile devices with emails, network connectivity and wifi issues, BlackBerry enterprise. • Working in multiple offices across London (Kings Cross, Tottenham Court Road, Hyde Park) Traveling to and from when required. • Setting up new starters accordingly, including creating mailbox account in Exchange 2010, profiling the user on a laptop, providing admin rights, setting up a desk with monitor, keyboard and mouse • Reimaging laptops, PC and MAC once returned from a leaver • Learn new skills, attending any meetings regarding new software/hardware or general training. • Upgrading and replacing laptops hardware • changing cartridges and toners for printers Show less



AKQA

• United States
• Design
• 700 & Above Employee

• IT support desk anaylst

  • Apr 2013 - Jan 2014

  • Provide 1st line and 2nd line technical support and advice to all users so that operational problems and queries are diagnosed and resolved as quickly as possible. • Manage the Remedyforce ticketing system queue – ensuring tickets are responded to and assigned quickly and efficiently. • Answer IT Helpdesk telephone calls as a primary point of contact. • Talking to walk-up users face to face and ensuring the IT issue is resolved or escalating it to the correct team if unable to resolve on the spot. • Maintaining and assuring the meeting rooms are fully functional every morning and all necessary IT equipment is available • Taking the ownership of AKQA’s second building and insuring all IT issues are resolved and dealing with any user’s IT related problems within the department • Taking charge of the starter process for the London office, creating new profiles and mailboxes for new users in Exchange Management Console and insuring they are added to the correct organization unit (OU) with the appropriate permissions within Active Directory (AD). As well as setting up the accounts for the users, it was also my responsibility to set up the desks for the new users, setting up the laptops, profiling it with correct password and installing any necessary software along with keyboard, docking station, mouse and monitor • Reimaging laptops, PC and MAC once returned from a leaver, using Munki Server as well as Microsoft deployment, getting them ready to be deployed for new starters • Participate in operational rota, working an offset shift pattern with the Helpdesk team to cover the local business working hours. • Makes a positive contribution to the team and receives positive feedback. • Learn new skills and stays abreast of technical developments and successfully applies these to work practices. • Setting up the profile for new users and assigning new laptops to them. • Upgrading and replacing laptops hardware • changing cartridges and toners Show less