Experience

ReAssure

• United Kingdom
• Financial Services
• 700 & Above Employee

• Regional enduser support manager

  • Nov 2019 - Present

  Will update shortly

• Desktop Engineer

  • May 2016 - Nov 2019



RSA

• Insurance
• 700 & Above Employee

• Service Desk Technician

  • Jun 2014 - Apr 2016



JM Finn & Co

• Moorgate

• Service Desk Analyst

  • Feb 2014 - May 2014

  •Providing 1st and 2nd line support to 450 users within the finance industry, predominantly users in the head office based in city of London and other branch offices bases nationwide, for users using a mixture of thick and thin client within an ITIL environment. •Using Heat ticketing software to manage requests and incidents. •Performing daily backups using Symantec Backup Exec and Veeam Backup and replication. •Supported traders, wealth managers and other VIPS in a high pressured, demanding environment. •Deal with 3rd party vendors to manage mobile phone accounts and sim card replacement • Supported software, Microsoft Office 2007, Windows XP, Windows 7, VMware, Mail marshal, Iornport security, Factset , Bloomberg, Reuters, Eximus, building new pc’s using Windows deployment environment, supporting printers Hp and Xerox, also building new mobile devices with market data applications and secure email apps such as GOOD Enterprise and Blackberry Enterprise Servers.



SG Kleinwort Hambros

• United Kingdom
• Financial Services
• 300 - 400 Employee

• Service Desk Engineer

  • Feb 2013 - Sep 2013

  • Providing support for 800 users, Predominantly in London site but supported 5 other sites across the globe, in keeping with very strict compliance regulations. Using Service Desk Plus to track all requests and manage statistics of team. • Supported traders under a pressured environment, exposure to supporting key trading applications such as Bloomberg, Thompson Reuters Eikon, and Data Stream. And experience with speakerbus dealer boards. • Setting up new employees in Active Directory and dealing with ad hoc troubleshooting such as resetting passwords and setting user permissions and setting up accounts for remote access. • Liaising and allocating requests with correct internal departments • Resolving user Application issues which included Outlook, Office, Windows XP + 7 and other bespoke applications the bank uses. • Experience with Cisco Call manager 8 and Cisco Unity, setting up line groups, call pick up groups new user accounts and voicemail • Managing Blackberry Enterprise server setting up new users, activations and setting up users with phone recording software redbox. • Creating purchase orders and liaising with 3rd party vendors to order new equipment. • Managing 3rd party printer vendors for technical issues and the replenishing of toner stock • Reporting issues with 3rd party vendors and involving the correct colleagues to see problems thru from start to finish.



Investec

• United Kingdom
• Financial Services
• 700 & Above Employee

• 2nd line technical support

  • Jun 2012 - Dec 2012

  • Providing support for 930 users, in a Citrix thin client environment, predominantly in London head office, but also several branch offices across the UK, in keeping with an ITIL environment using sostenuto ticketing software to manage requests. • Supported traders and wealth managers in a high pressured, demanding environment, supported software and hardware such as Factset, Pro quote, Bloomberg, Reuters, Data stream, Dealer boards, speakerbus units, igel thin clients and hp desktops. • Resolving user Application issues which included Outlook, Office, Windows XP + 7 and other bespoke applications the bank uses • Got involved with migration process as company bought another company so had to transfer and support new users to the banks environment.



SG Kleinwort Hambros

• United Kingdom
• Financial Services
• 300 - 400 Employee

• Service Desk Enginner

  • Dec 2011 - Jun 2012

  • Providing support for 800 users, Predominantly in London site but supported 5 other sites across the globe, in keeping with very strict compliance regulations. Using Service Desk Plus to track all requests and manage statistics of team. • Supported traders under a pressured environment, exposure to supporting key trading applications such as Bloomberg, Thompson Reuters Eikon, and Data Stream. And experience with speakerbus dealer boards. • Setting up new employees in Active Directory and dealing with ad hoc troubleshooting such as resetting passwords and setting user permissions and setting up accounts for remote access. • Liaising and allocating requests with correct internal departments • Resolving user Application issues which included Outlook, Office, Windows XP + 7 and other bespoke applications the bank uses. • Experience with Cisco Call manager 8 and Cisco Unity, setting up line groups, call pick up groups new user accounts and voicemail • Managing Blackberry Enterprise server setting up new users, activations and setting up users with phone recording software redbox. • Creating purchase orders and liaising with 3rd party vendors to order new equipment. • Managing 3rd party printer vendors for technical issues and the replenishing of toner stock • Reporting issues with 3rd party vendors and involving the correct colleagues to see problems thru from start to finish.



Fòs Feminista

• United States
• Non-profit Organization Management
• 1 - 100 Employee

• 1st/2nd Line Technical IT Support

  • Sep 2011 - Nov 2011

  • Providing support for 150 users and 4 VIPS in head office and across the globe in an ITIL Environment. • Using track it software for logging all user issues and recording of company equipment. • Setting up new employees in Active Directory and dealing with ad hoc troubleshooting such as resetting passwords, setting user permissions and unlocking accounts. • Resolving user software issues which included Outlook, Office, Windows XP + Windows 7 • Installing Windows, other software using disk imaging and clean installs. • Installing antivirus software (Mc Afee) and running malware and antivirus scans • Replacing tapes daily and Making daily backups. • Managing phone software Avaya and connecting IP phones on switches & setting up new users • Installing new printers as well as connecting users to network printers (intra logic) and scanners and local USB printers. • Replacing ink and general printer troubleshooting. • Assisting I.T. Manager to put new procedure in place to ensure smooth running of department and I.T. Services



2020 Web studios

• Finchley Central

• Operations Manager

  • Aug 2008 - Feb 2011

  • Liaised with up to 15 customers a day which helped me acquire excellent customer service skills. • I was responsible for routine troubleshooting, Server based and email support over the telephone which improved my analytical and time management skills. • Provided technical support where I helped clients with minor PC problems and escalating major issues to the Server Management team and programming department. • Gained excellent interpersonal skills through listening and advising clients on a daily basis. • Experience in conflict handling and customer interaction through liaising with clients. • Set up and built computers and also installing operating systems.