Senior Desktop Support Engineer at TradingHub Ltd

2023 – 2025 | London, United Kingdom

Key Responsibilities:

• Office Move — 140 London-based staff, comms room move & desk configuration
• Manage Engine Endpoint Central — Deploying applications, patching endpoints, Remote Control
• Brivo Door Access — Card Management, Access Management & Security for all Staff
• Zoom — Phone System Management, Meeting Room Management, Hosted Webinars
• Meeting Room Managment — Orangebox installation, Poly Studio AV equipment & configuration of booking tablets
• Laptops — Windows 10/11 Configuration deployed via Intune Autopilot
• Thin Clients — IGEL UEMS Workstation Management: 140 devices
• Canon MFC Printers, PaperCut — Department Access Printing, Printer Queue Management & Troubleshooting

Software/Tools:

Amazon Web Services: S3, EC2, Citrix XenApp Cloud, VMWare vSphere, GitLab, PowerShell, Microsoft Azure: EntraID, Exchange, Intune, Teams, ActiveDirectory, Security & Compliance (365 Defender), Microsoft Server, Fresh Service, ITIL, TrendOne, Meeting Room 365 Booking System

Service Delivery Consultant at Mazars London

2022 – 2025 | London, United Kingdom

Key Responsibilities:

• Office Move — 1200 London-based staff
• Windows 10 & iOS Support — User onboarding/offboarding, 2nd line incident resolution
• ServiceNow — Managing Ticket Queues & Escalations
• Nexthink — Monitoring, Analysing & Automating Proactive Hardware & Software & Services fixes
• End User Computing — Lenovo laptops & iPhones
• Meeting Room Management — Crestron A/V & Microsoft Surface

Software/Tools:

Azure: ActiveDirectory, Exchange, Intune, Teams, Microsoft 365 Defender, SharePoint, Windows Server 2019, Citrix Cloud, Zscaler, Mimecast

IT Engineer Tech Support at Photobox Group

2018 – 2022 | London, United Kingdom

Key Responsibilities:

• User Management — User Onboarding / Offboarding & access management
• ManageEngine Desktop Central — Software deployment, remote control & patch management
• LANDesk & Zendesk — Logging & resolving tickets to ITIL standards
• Asset Management — Stock control & responsibility for 600+ staff laptops & desktops
• MacOS & Windows 10 — 300+ Laptops & desktops
• Android & iOS — 100+ mobile devices

Software/Tools:

Google Workspace, Google Meet, OKTA SSO, Windows Server: ActiveDirectory, Group Policy, DHCP, DNS, Bitlocker Encryption, Microsoft Office 365: Word, Excel, OneDrive & SharePoint services, Slack, Crowdstrike Falcon Sensor, Symantec, Adobe & Creative Cloud, Atlassian: Confluence, JIRA

Service Desk Technician at Datrix Ltd

2017 – 2018 | London, United Kingdom

Key Responsibilities:

• Multi-Client Support — Responsible for 30+ customers of varying sizes up to 200 staff laptops and desktops across public and private sector
• Autotask — Logging, resolving or escalating to correct line of support adhering to ITIL standards
• Remote Support — Providing Helpdesk support via phone, using LogMeIn Rescue, N-Able, Remote Desktop and VNC
• Multi-Platform Support — Configuring and maintaining Windows XP VMs, MacOS & Windows 10 desktop PCs, laptops & workstation hardware

Software/Tools:

Windows Server: Exchange 2010 Hybrid environment, Group Policy, Remote Desktop Services, Microsoft Azure: ActiveDirectory, Office 365, SharePoint

Desktop Support at Zoopla Property Group

2014 – 2017 | London, United Kingdom

Key Responsibilities:

• User Onboarding & Offboarding — User Account Management, procurement and assignment of devices to all users
• Physical Asset Management — Responsible for upwards of 800+ devices post-office move
• Remote Support — Providing Helpdesk support via phones, using LogMeIn Rescue, Remote Desktop and VNC
• License Management — Managing Adobe, Atlassian, MS Office 365 software installations and licensing across the business
• Windows Environment — Configuring and maintaining Windows XP VMs, Windows 10 desktops, laptops & workstations
• OS Upgrades & Migration — Managing two company-wide OS upgrades: manual upgrade from Windows XP to Windows 7 and then roll-out via MDT Windows 7 to Windows 10
• Hardware Migration & Deployment — Deployment of over 300 new-to-market Lenovo laptops in conjunction with full Windows 10 roll-out
• Disaster Recovery — Initiating and supervising the complete office shutdown process
• Server & Comms Room — Dell PowerEdge Servers
• End-User Computing — Windows & Mac workstations, Android & iOS devices

Software/Tools:

Google Workspace Apps, Microsoft Office 365, SharePoint, Windows Server: HyperV, ActiveDirectory, Group Policy, DHCP, DNS and Remote Desktop Services, Kaspersky, FreshDesk FreshService, ITIL

Technical Support at Wirebird Ltd

2013 – 2013 | London, United Kingdom

Key Responsibilities:

• Remote Support — Logging via Autotask, helpdesk support via phone, Remote Desktop, Remote Assistance & SCCM Remote Control
• Multi-Platform Support — Configuring and managing Windows XP Virtual Machines & Windows 8 desktop PCs, laptops and workstations

Software/Tools:

Citrix XenApp, Microsoft Server: Server 2012, Exchange, ActiveDirectory, Microsoft Office 365, BlackBerry BES

Technical Support at Wanstor Network Services

2012 – 2009 | London, United Kingdom

Key Responsibilities:

• Multi-Client Support — Provided Helpdesk via phones, VNC, Remote Desktop and other remote tools
• On-Site Support — Working on-site across 60-70 clients, each with their unique systems and staff
• Mobile Device Management — Configuring Exchange e-mail across mobile devices (BlackBerry & Windows Mobile)
• Service Support — Resolving tickets using Hornbill Supportworks adhering to strict SLAs & ITIL standards
• Wireless Infrastructure — Installing HP Wireless Access Points, Ruckus Wireless ZoneDirectory & WAPs
• Servers — HP Proliant G4, G5, G6 and G7 servers
• Workstation — Windows PCs & Laptops, Wyse Linux thin-clients
• Networking — Zyxel, Draytek routers
• Printer — HP Laserjet, Canon MFC, Brother MFC
• RSA — Security authentication tokens

Software/Tools:

VMWare ESXi, Microsoft Server: Exchange, ActiveDirectory, DHCP, DNS & Terminal Services, Sophos Enterprise, Trend Micro: Scanmail, IWSS, IMSS & Officescan, BlackBerry BES, Exclaimer Mail Utilities

First Line A/V Support at Endava / BPP

2008 – 2008 | London, United Kingdom

Key Responsibilities:

• User Support — Providing Helpdesk and face to face support to 200-250 users
• Office Setup — Configuring office workstations including all cabling and networking
• A/V Equipment — Conference room support: troubleshooting configuring WACOM screens & pens, wireless keyboards & mics, identifying and replacing damaged cabling
• Windows XP — Configuring all A/V equipment for use with Windows XP workstations

Software/Tools:

First Line Technical Support at Society of Chemical Industry, London

2008 – 2008 | London, United Kingdom

Key Responsibilities:

• Helpdesk Support — Remote & face-to-face support up to 100+ users at the Victoria office
• Software — Troubleshooting Windows, IE and MS Office suite of applications
• Server Administration — Administering and configuring servers, managing system updates & maintenance
• Presentation Support — Managing LCD projectors and laptops for conferences and presentations
• Installations — Setting up racks to house Dell PowerEdge servers, UPS, KVMs and power brackets
• User Administration — Administering and managing user account permissions via Active Directory & Group Policy

Software/Tools: