Following the Senior Deskside Position I've occupied since October 2022, I've been offered the position of Team Leader, initially tasked to manage a part of our UK team of technicians for Labcorp (Covance).

• Second line (Deskside) local support for initially Maidenhead client admin office (300 onsite users, 2500 users remote in EMEA), latterly Harrogate client laboratory (400 onsite users, plus testing labs and associated technical equipment) - Senior Deskside technician since October 2022• Liaising with colleagues across the local, regional and global business to resolve issues – including inter-tower (Deskside/Service Desk/User Admin) and with client teams (3rd level/SDM team)• Incident and Request management through client Service-Now implementation• User admin via AD including troubleshooting user account issues• Remote troubleshooting and configuration using Bomgar • Building and maintaining standard desktops and laptops, including building from scratch and also imaging• Troubleshooting hardware, software, and network issues, both Windows (DOS, XP, 7, and 10) • IT Asset Management of physical hardware (inventory) and virtual stockrooms (CMDB)• Deploy, and configure iPhones and troubleshoot hardware and software issues• Provide backfill “hands” for all UK offices, as well as Geneva when required• Repair and consolidation of old IT equipment, to make “good machines” for re-distribution• Project work including – Windows 7 Refresh (upgrade from XP to 7), Office 2016 rollout (upgrade from 2010), annual refresh projects (replace assets older than 3 years), Windows 10 Upgrades (from Windows 7)

TSAD sits between the Service Desk (remote) and the Deskside (onsite) teams. The role is primarily “next level” support (L1.5) for end-users, but also to do onsite interventions, long-term (1-6 months) deployments for projects, launches, backfill.• L1.5 troubleshooting and assistance for client end-user issues, remote via phone/chat/email• Smart-Hands resource tech remote for Deskside Engineers onsite via phone/chat• User administration (UA) of client end-user accounts• Back-end support for telephony, Exchange, AD, SAP, Cisco• Frequent travel through EMEA for project/client support activities• Information and data harvesting, resulting in knowledge transfer to colleagues and Service Desk Agents on specific client/projects• Backfill for onsite Deskside Engineers during vacation/absence and/or extended projects

Maintenance of all IT provisioned equipment (hardware and software) in use by end-users along with a small Deskside team under direct management of the IT Operations Director. Follow the lifecycle for all H/W assets from POC through to disposal, as well as initial user training, issue resolution, and process creation. Working within the team to ensure virtual and physical security is maintained.

Initially employed as company web designer, I built and maintained the company’s website - http://tineriiacum.bizhat.com. Following the website completion, I then went on to work on required software installations and configuration, building the project databases, and performing maintenance on the equipment involved. Together with my team, we were also responsible for the DECIDE project (Educational Pattern and Individual Career - Diagnosis and Evaluation), thus evaluating 620 pupils from "Ion Neculce", "I. L. Caragiale" and "Anghel Saligny" high schools and "Uruguay" Secondary school, in Bucharest.

As press monitoring editor in English, I was assigned to brief the main news from the Romanian written press, and process the resulting abstracts into the database, according to information relevant to each of its clients. The tasks were carried out during night shifts, enabling the clients to receive the news briefs the following morning, by means of email, telephone, and the agency’s own website.