Marios Loizou - AI Onboarding Engineer, The Layer

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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

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.

Voneus BroadbandHead Of Customer Services & IT

Jan. 2019 - Sep. 2019London, United Kingdom

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