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Work Background
THE LAYERAI Customer Onboarding Engineer Manager
Jun. 2024
ArchdeskHead of Customer Technical Support
Mar. 2022 - Jun. 2023
ArchdeskCustomer Technical Success Manager
Jan. 2022 - May. 2022
Inventory PlannerCustomer Success Manager
Sep. 2021 - Jan. 2022
Me OrganicsDirector Of Ecommerce
Jan. 2020 - Feb. 2021London, England, United Kingdom
Voneus BroadbandHead Of Customer Services & IT
Jan. 2019 - Sep. 2019London, United Kingdom
GuidepointGuidepoint Information Technology Advisor
Sep. 2018 - Sep. 2020London, United Kingdom
Cloud Tech SolutionsHead Of Information Technology
Jul. 2018 - Sep. 2020London, Greater London, United KingdomInternationally recognised MSP from London, United States & Europe.
EmoovIT Manager
Feb. 2018 - Sep. 2018London, United Kingdom
Financial TimesDuty Tech
Sep. 2014 - Feb. 2018London, United Kingdom
Financial Times1st/2nd Line Service Desk Analyst
Apr. 2013 - Sep. 2014London, United KingdomFirst & Second line IT Service Desk Analyst supporting 3,000+ global users operating to demanding SLA's striving to exceed customer expectations. • Providing first line telephone support by diagnosing and resolving customer issues while tracking and recording the problem using BMC Salesforce Remedy call logging system.
• Provide mobile device support inc Blackberrys, Apple, Android.
• Install and Support Citrix, MS Office, Mac OS,bespoke applications. • Support Windows users & Mac Users.
• Identify and resolve printer issues.
• VPN installation and support to users.
• Troubleshoot Hardware & Software Issues Including Media Applications, MS Office & General Application support.
• Maintain Internal Telephony using Cisco Unified CM Administrator
• Providing Face to Face fixes too all the users in the business.
• Starter and Leaver administration including creation of accounts using AD, Google Apps.
• Ensure that customers are provided with regular updates on fault diagnosis prior to resolution.
• Escalate support queries to appropriate IT teams to ensure timely resolution.
• Support the continual improvement in the levels of 1st/2nd Line support offered by the Service Desk, utilising data and feedback from the customer or Business.
• Develop and maintain a good understanding of the FT businesses and support priorities.
• Maintain a good working relationship with all IT Departments.
• Improve services by testing and deploying systems too provide a better service for all our staff internally and globally.
• Regular updates & documentation on knowledge base.
• Expert level In Google Apps, Postini & Gmail.
• Windows Server Administration
• Unix Permissions & Troubleshooting
• Lotus Notes Fixes & Administration
• BES Server
• Deploying Software On Macs & Windows Machines
• Bloomberg & Reuters Terminal Fixes
Computacenter1st Line Anaylst
Jan. 2012 - Apr. 2013• Providing support over the phone, remotely and via email
• Using MS Server to Manage user accounts and assets
• Dealing with a global Investment Bank & VIP Users Daily.
• Using Remedy to log tickets and assign to the correct groups.
• Ticket routing, providing management of SLA, ASA Management
• Troubleshooting BlackBerry devices as well as Iphone & Ipad issues
• Installing Software using windows remote tools SCCM.
• Using Active Directory for user account management & Managing Mailboxes in Exchange
• Dealing with financial applications such as Charles River, Oracle HR, Pelican, and Dimensions and many more.
• Troubleshooting Microsoft Office Issues such as OLE errors in excel and many more.
• Extensive Outlook trouble shooting including profile resets, format options, and other errors. • Dealing with Windows XP Operating software as well as Windows 7 troubleshooting.
• Working with senior teams as well as Service Delivery managers to update and improve First Contact Response.
• Managing with a vast amount of contracts on a daily basis through phone, email and monthly meetings to update contractual status to generate more revenue for Computacenter.
Greater London Authority1st/2nd Line IT Helpdesk
Oct. 2011 - Dec. 2011tower bridge• Providing support over the phone, face to face, remotely and via email
• Ticket routing, providing management of SLA requirement
• Troubleshooting BlackBerry devices including email synchronisation issues • Installing and troubleshooting VoIP phones, printers and scanners
• Using Active Directory for user account management • Building, deploying, imaging and ghosting PCs as well as laptops
• Installing hardware and software including joining PCs to domains and networking
• Performing operations including defragmentation, virus scans and fixing any issues that would arise including solving Windows XP and Office related problems • Rico printer troubleshooting.
Gator PC Repair & Web Design LTDDirector (CEO)
Mar. 2010 - Jul. 2011London, United Kingdom• Resolving issues with laptops and desktops, ranging from virus, spyware and malware removal as well as upgrading RAM, replacing laptop screens and keyboards
• Aiding in recovering data from customers’ hard drives using third-party tools
• Working in a team of 5 internal and 15 overseas staff, supporting over 10 clients, dealing with network maintenance and PC troubleshooting
• Dealing with arising customer tickets and supporting a 700 client base hosting service
• Managing projects and meeting deadlines which helped to develop my time management and organisational skills
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