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Network Power<100 people
Roles
💰100%
Investor & VC
💸100%
Marketing
✔️100%
IT
Geos
🇺🇸100%
United States
Work Background
News CorpDesktop Support Manager
Apr. 2025London Area, United Kingdom
ZaiziIT Support Manager
Mar. 2023 - Apr. 2025
PomeroyUK Team Lead
Jun. 2020 - Mar. 2023Newbury, England, United Kingdom
Stryker SageInformation Technology Support Engineer
Sep. 2019 - Jun. 2020NewburyWorking with senior stakeholders I re-launched the ServiceDesk for the Newbury head office and the 650 strong mobile UK sales force Achieving high SLA completion rates by managing the queue’s, teaching team members how to communicate and interact with the customer and Promoting our services to the customer Mentored team members through continued 1:1, Training and improvement plans. Increased the team customer satisfaction score through improved customer communications. This included Deskside updates to the customer, training sessions on all aspects of IT functions, Increased visibility and availability of IT services and defining the correct processes to the customer. Lead for the UK and point for call for any and all escalations. This included constant communications with team members so that I was aware of any possible issues Member of several project teams to help improve the DeskSide service. Improved communication and handover from first-line support. I set up a clear means of interaction for all members of the Deskside team in the EU through tools including Microsoft Teams, Office 365 and ServiceNow. Managed 3 team members including 1 member on a remote location. As well as individual meetings I made a point to work side by side with them, not detaching or separating with the team. I listened and looked for opportunities to teach but also to learn from them. I looked to be an example to my team through hard work, enthusiasm and customer service
ServiceNowIT Support Engineer
Jan. 2018 - Sep. 2019StainesWorked as part of the EMEA team. Traveling to multiple EMEA sites. This involved reaching out to offices in different cities, booking times with people in those office who needed help, making sure any kit was delivered and made sure I provided a world class support service in the limited days I attended that office. Working alongside other departments such as facilities in projects such as new office builds. This started months prior by attending planning meetings, making sure all IT parts were managed and ready for launch and making sure I was available when needed for that new office. Building the perfect new hire experience. Working with other teams such as HR, I created a template for all New hires to be issued all kits, have all required access and to know how they use their kit properly with a full IT Induction. Providing technical support on a number of products including Microsoft, Apple, Cisco, Zoom, SAAS, ServiceNow and many more Pioneered the TechLounge or genius bar service-desk experience. This created an approachable format/area where customers could come and receive an outstanding support service in a friendly environment I created a training program and implemented this across EMEA when the company started to use the Slack product for collaboration. working first to gain the correct skills i worked alongside different leads to look at how the product could be taught to staff. Making sure that this training was tailored for differing regions and languages. I provided training through online webinars and site visits across Europe.
ServiceNow – The Enterprise Cloud CompanyIT Client Systems Engineer
Jan. 2016 - Jan. 2018StainesAs part of the Global Team, I was responsible to provide 3rd line support to IT Support. Package and distribute both Windows and Mac software including testing. Liaising with multiple departments and stakeholders to assess the current services provided by Desktop engineering (imaging/builds, desktop apps, etc). Through this constant communication, I could tailor an improved customer experience and enable customers to resolve issues themselves without the need to log calls to support Designed a global Microsoft Patching policy. Using patch management applications such as WSUS and SCCM> Designing the correct testing environments for engineering and then pilot testing of those patches. Finally taking this to the corporate change meetings and, once approved through CAB, implementing.
ServiceNow – The Enterprise Cloud CompanySupport Technician (Contract)
Jan. 2015 - Jan. 2016London, United KingdomI dealt with the day to day Support across mostly the EMEA region but also helping both the APJ and US regions when needed Provided Technical support to both Windows and Apple Mac environments, both locally and remotely all over the world Gave technical training to new hires and departments.
REPL GroupIT Manager
Apr. 2014 - Jan. 2015Providing support for multiple users and technologies mostly in the UK and US. I ran a team of support technicians to provide accurate and speedy service to our Customers. Responsible for moving the Technology of the company forward.
AppleFamily Room Specialist
Oct. 2011 - Mar. 2014I also worked part-time for three years between 2010 – 2014 in an Apple Store. Here I was trained in both customer service/focus and all apple technologies. I am also a certified small device engineer.
Churchill Medical CentreIT Manager
Jan. 2001 - Dec. 2014Kingston upon Thames, United KingdomInitially ran a team of 5 Desktop engineers providing support to a Local GP consortium comprising of a number of sites and services. Liaising with the local Health Authorities in all Maters of IT. Helping to Guide Health IT in the Kingston area. I also worked part-time for three years between 2010 – 2014 in an Apple Store. Here I was trained in both customer service/focus and all apple technologies. I am also a certified small device engineer.
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