Experience

SSP Group plc

• United Kingdom
• Food and Beverage Services
• 700 & Above Employee

• Senior Support Specialist

  • Jul 2022 - Present

  To provide an elevated level of support to head office users as well as the customer base, making sure all operational and internal systems are working and accessible in accordance with the Group IT SLA. I am also the delegate for the IT Operations manager.Main Duties:• Support Group IT 1st line in fixes they cannot complete, and making sure that multiple tickets are recognised and resolved in an improved manner.• Help to manage and maintain the Group IT server estate by completing the appropriate restarts, capacity and account management.• Support global 2nd line escalations (from local 1st line teams) of business applications and Infrastructure.• Developing training packages and automation tools (e.g., PowerShell scripts) to allow the global 1st line teams to fix more tickets and reduce the number of tickets entering the 2nd line queue.• Work with the IT Operations teams to automate as many processes as possible, using knowledge both from your own team and others to remove manual work from the process.• Help IT Operations understand missing sales data and where/how best to look for the root cause, and escalate when appropriate to do so.• Work on the 2nd line support queue resolving and closing tickets, dealing with and escalating tickets where necessary.I am also looking at ticket trends and working on ways to reduce repeat incidents, whether by implementing training for the teams, introducing new automation, or by creating scripts etc. Also looking at the ticket backlog across all teams to help reduce their queues. Show less

• 2nd Line Support Specialist

  • Aug 2020 - Jul 2022

  Now working as part of a bigger team, I have really learnt a lot more of the systems used elsewhere in the business and have welcomed the challenge.• Providing IT support (both hardware and software) to the wider business – including units (shops) that SSP run, as well as users across Europe where needed.• Taking on escalations from the 1st line support team.• Providing out of hours support for UK trade impacting issues (e.g. Tills not working, so unable to make transactions) – on a scheduled basis, which includes weekends.• Server maintenance – including scheduled reboots, freeing up space and disk expansion.• Learning and providing support for systems such as Lynx and Citrix.• Escalation of issues that are MI’s (Major incidents) to the appropriate teams.• Responsible for the setup and deployment of over 300 laptops during the pandemic.• Assisted with the training of both hardware and software for new and existing colleagues, which was mostly done remotely, helping the business to achieve their Modern Workplace (MWP) goal. • Microsoft Endpoint management – Including the provisioning of new laptops using Autopilot and the packaging/deployment of applications.• Managing users’ emails and shared mailboxes through Microsoft Exchange Admin Centre.• Asset management. Show less

• Desktop Support Team Leader

  • Jun 2018 - Aug 2020

  As the desktop support team leader, my responsibilities were;• The relationship manager between Euston Head Office users (including VIPs) and Group IT.• Lead the day to day running of the desktop support team in Euston.• Provide IT support to all users in the Euston Head Office.• The main point of contact in IT for the Executive VIP’s and their associated PA’s. • Building and developing relationships with customers, stakeholders, peers and 3rd parties.• Taking complex escalation tickets and following through to conclusion.• Providing technical input on desktop projects and associated tasks.• Lead the day to day running of the desktop support team, which consisted of 3 analysts - conducting yearly appraisals and monthly 121’s, handling their development and identifying training requirements.• Managing the teams’ holiday requests and submitting their monthly payroll. • Produce reports from the ticketing system on the teams’ aged tickets, ticket volumes and trends enabling me to identify service improvements.• Oversee and participate end-to-end of new user requests. From the procurement of kit and set up of phones, email accounts, providing access to systems and folders while setting expectations with available kit and lead times, driving down errors and delays in new user set up.• Assisted with the testing of equipment (both hardware and software) for our new office in Camden.• Maintaining installed PCs, networks, telephone systems and peripherals with routine maintenance.• Software support service for Windows Desktop Operating System and associated applications including: Internet Explorer, Microsoft Office, Starleaf, Teams. Show less



Wilbury Primary School

• London, United Kingdom

• IT Technician

  • Nov 2013 - Jun 2018

  As the sole IT technician in the school, I took on many responsibilities to ensure the upkeep and complete working order of all machines. • Maintaining physical and virtual servers ensuring 24/7 uptime. • Maintaining the wireless infrastructure network which included 38 access points. • Imaging of all desktops, laptops, MacBooks and iMacs using Clonezilla and Acronis – Windows 7, Windows 10, Mac OS Snow Leopard and Sierra. • Created a Windows 10/Mac OS Sierra dual boot image for deployment. • Windows image creation using Sysprep and deployed with Windows Deployment Service. • Managing Windows updates with WSUS. • Creating users, groups and organisational units within Active Directory. • Creating, managing and applying Windows group policies. • Backup Management (On site and off site) • Tracking all work through Spiceworks ticketing helpdesk, prioritising work and meeting the 2 day resolution SLA. • Created user guides and a knowledge base. • Manage all assets owned by managing the database, disposing of old/faulty hardware by means of WEEE recycling, asset tagging and marking with Smart Water. • Anti-Virus management using Sophos Management Console/Sophos Central • Created basic logon script to maps home drives, network shares and the default printer. Also created a login script to activate Windows, Office and install various drivers for Windows computers. • Manage Office 365 by creating and deleting email accounts, assigning licenses to users and create and manage email groups. • Manage SharePoint site. • Implemented Single Sign On (SSO) using Pass-Through Authentication and Seamless Single Sign On, for children to automatically log into Office 365 • Managing the print server to setup, manage and deploy printers through Group Policy. • Manage and maintain Apple products using Apple Configurator 2 and Apple School Manager. • Experience using PowerShell, have used this to remove Windows 10 Bloatware and to find out last log in dates on email etc. Show less



Norlington School For Boys

• Leyton

• IT Technician

  • Aug 2012 - Feb 2013

  Short term position, but gained many skills and the experience of working of in a school environment. • Strong contributor to the maintenance and complete working order of all the computers within the school. • Management and deployment of necessary and proactive software updates, based on locations, including Sophos antivirus. • Oversight and troubleshooting of all hardware and software issues including the replacement of faulty hardware when needed. • Installed new Dell Optiplex computers and printers. • Calibrated projectors for use with interactive whiteboards so that they displayed perfectly on the board, to make it easier to use when teaching. The boards were also calibrated, to allow the user to interact easily with the screen. • Security marked new hardware for the schools audit system, by adding a sticker and watermarking hardware. Show less



SABA UKUNSIGNED (Charity & Various Bands & Venues)

• London, United Kingdom

• Event Management / Crew Work

  • Jan 2010 - Jul 2012

  UK UNSIGNED is part of the SABA charity Network. Since 2004 they have been delivering quality, accredited qualifications in music entertainment and media, to give young people the opportunity to progress into further education & employment within the music & creative industry through getting industry relevant experience to prepare them for the world of work. I have also worked as crew for many companies and venues. • Managed small teams of people and worked alongside them and was responsible for two under 18’s working a festival with me, which had over 100,000 people attending. • Actively researched relevant markets in order to identify strong opportunities for event hosting. • Strong understanding of relevant markets that enabled us to secure suitable venues and locations so to maximize and meet event objectives. • Responsible for the financial analysis of these events in order to discern and wisely identify the break even metrics for the program goals. • Management and use of organization’s social media platforms to create brand awareness for the overall event strategy and attendee engagement. • Strong knowledge of how all event components work together to ensure a seamless execution - especially as it pertains to client and vendor queries, hardware issues and day of troubleshooting across all fronts. • Worked at the 2012 London Olympics opening ceremony rehearsals, getting the staging ready. • Built a stage on a boat at the Queen’s Jubilee celebration. • Have also worked events for Nike, Activision, NME and Red Bull – all promoting various products and games, which included working as part of a team to get the job done effectively and as quickly and safely as possible. Show less