Aash Hindocha Email & Phone Number

Hemel Hempstead, England, United Kingdom

Hemel Hempstead, England, United Kingdom

Dormant Company

Long Crendon, Buckinghamshire, United Kingdom

Providing support on the Payshield 9000 and 10k HSM’sThis involved;Breaking down host commands and diagnosing any errors in syntaxAssisting users to configure their device(s) with Console commands and via payShield Manager.Installing and configuring my local hardware to try to replicate the users setup and running the users commandsWorking on and managing tickets in the Service Now queue, keeping users updated regularly and chasing engineering team tickets.Providing the best in class customer service experience to our banking customers.

Watford, United Kingdom

Key achievements:• Co-ordinated annual desktop/laptop upgrades; built the hardware, backed up/restored data reinstalled Applications.• As the senior person onsite in the UK I also assisted with service delivery management responsibilities Key responsibilities:• Solely responsible for providing 2nd / 3rd Line Desktop IT Hardware, Software and Operating System including AV, VC & Telephony support to >200 users onsite and supports >500 users within the UK and over 2000 users across Europe• VIP Support to the Company President, Senior Vice Presidents, Vice Presidents and Senior Directors• Working with Global IT teams in an ITIL Framework• As the senior engineer on this contract I am responsible for preparing and presenting training to London and backfill engineers on new hardware / software, as well as processes and procedures and providing weekly reporting of team statistics• Providing Asset and Stock Management for the locations supported as well as regular stock audits.• Providing remote support to London & European colleagues.• Acting as key point of contact for ‘Priority 1’ major incident management, coordinating resolution by other teams.• Assisting with Problem Management investigations and testing.

St Albans, United Kingdom

Key achievements:• Deputised as Team Leader for the Regional Team.• Project Managed a number of rollouts inc testing and resolve issues, co-ordinating with end users / business leads.• Maintained robust asset management processes for asset storage, handling, deployment, recovery and disposal. • Project managed the MFD printer change following the Hewitt merger with Aon. Standardised the printer fleet replacing HP with Canon print devices. Moved from an internally configured platform (PrinterLogic) to Canon UNIflow. Worked closely with offshore team ensuring that static IP addresses were reserved in the DHCP scope with the required MAC address bindings in place. Key contact for escalation and supported the engineers on the ground during ‘go live’ phase.• Co-ordinated bi-annual desktop / laptop upgrades; built the hardware, backed-up and restored user data.• Supported the office closure in Hemel Hempstead, and the relocation of staff to St Albans office; decommissioned hardware, co-ordinated furniture moves and tested desks for power and LAN connection at St Albans.• Provided ‘warm-hands’ support to the Server, Voice & Data Networks teams.• Supported testing and transition from Remedy to ServiceNow ITSM tooling; performed UAT User Acceptance Testing. • Supported transitioning multiple offices to an agile working environment.Key responsibilities:• Providing 2nd / 3rd Line Desktop Hardware (inc telephony), Software and OS support to >650 users onsite & 6000 remotely.• Managing individually assigned calls to service level targets which conform to ITIL principles using ServiceNow.• Working with Global IT teams to adopt, document and maintain global standard processes, fixes and documentation.• Preparing and presenting training to colleagues and new hires• Travelling to support other UK, Ireland and other EMEA locations.• Acting as key point of contact for ‘Priority 1’ major incident management, coordinating resolution by other teams.

Milton Keynes, United Kingdom

Key responsibilities:• Providing a single point of contact for Barclays Capital banking end users utilising all contact mediums. • Providing 1st and 2nd line remote Call Fix on workstations, MS Office and other banking products; utilising knowledge base tools and remote desktop connection in a Citrix environment. • Active Directory (AD) Windows 2000/2003 support e.g.creation and maintenance of user profiles / functional groups.• Escalating physical problems to the onsite and field engineers.• Supporting the usage of Global Service Provision, GSD, Lotus Notes, Reuters Messenger, Global-Talk, Safeboot, Microsoft Exchange Server, PC-Duo installation / support of Market data applications e.g. Reuters, Bloomberg.Key achievements:• Trained and mentored new starters within the team as the contract grew. • Helped to document new procedures as new areas of support within Barclays were won by the group.

Borehamwood

I designed and implemented a Wireless Network within the organisation to provide visiting vendors/colleagues VPN & Internet capability. This involved an initial site survey, making recommendations for Wireless access points, devising procedures to apply for connection and creation of supporting documentation including a disclaimer against possible viruses and misuse of the ADSL line.Providing 1st, 2nd and 3rd line support to internal and external customersSupporting Internal and external users on hardware, software and operating systemsVisiting customer sites to analyse requirements or resolve faultsAnalysing customers’ requirements. by telephone and making recommendations based on theseDesigning networks for customers using hardware such as 3com, Cisco, Bay Networks, Dlink and NetgearAnalysing server requirements and finding the optimum server, options/solutions using HP/Compaq, IBM and Toshiba HardwareLiaising with 3rd party vendors for hardware supportResponsible for devising and presenting technical induction training (trained over 200 New Hires)Responsible for managing and providing the highest level of 1st, 2nd and 3rd line pre and post-sales support to some of our 20 largest customers e.g. GE Capital, Logica and the MOD; etcKey achievement:• Designed and implemented a Wireless Network within the organisation to provide visiting vendors and colleagues VPN and internet capability. This involved an initial site survey, making recommendations for Wireless access points, devising procedures to apply for connection, creating supporting documentation including a disclaimer against possible viruses and misuse of the ADSL line.• Provided presales support on hardware, software and networking (Mac & Windows)• Devised and delivered technical training to over 100 employees into the sales team prior to them taking calls as either sales staff or sales account managers; provided a strong technical background for them to build upon

Watford, United Kingdom

Leading, Engaging, Motivating and Managing my team Supporting users on Windows for workgroups 3.11 & Windows 95Progressed to supporting other contracts simultaneously, e.g. Comet stores, AST Computers, Siemens Nixdorf Computers and BT

Weybridge

Supporting WordPerfect and progressed to supporting and specialising in the full suite of WordPerfect products

Weybridge

National Computing Centre, Programing And Information Technology, 2 X Distinction, 2 X Merit, 2 X Pass

50% coursework, 50% Placement Experience

Btec, Information Technology

Cse’S, Various