Provided IT support to over 300 staff within the London Office.First point of contact for internal/external users on site. Provided second line support remotely and performing onsite remediation and project work for Clients. Providing 2ndline support both remotely and on site when required.Taking ownership of issues and ensuring the clients’ expectations and both set, met and exceeded.•Building and configuring new laptops for new starters and staff.• Taking ownership of users’ issues and identifying appropriate solutions to resolve service incidents and requests• Provided users with regular communication on the progress of investigations and planned solutions utilising ticketing system for communication both internally and externally• Worked closely with the support team to provide 2ndline support, ensuring assigned calls are responded to, diagnosed and resolved swiftly• Assist support teams with incident resolution for any onsite devices• Creating standard documentation on problem resolution, fixes and updating the technical knowledge base• Keep up to date on new technology trends• Provided assistance to Service Delivery Manager.• Built and shipped laptops for home users.• Managed and maintained database Excel sheets hardware stock information.

TECHNICAL SUPPORT ANALYST Responsibilities involved continuing to support Open Twins, Brokasure, GPM and an in house application Called dotNET Fusion. Providing L2 support engineer and L3 support.Responsibilities in this period involved monitoring and providing feedback to migration team during migration from JLT Network to Marsh and McLennan Network. Fixing and troubleshoot Profile issues and Mission Critical Client Document issues.AchievementsMember of the team who successfully transitioned the In House Broker system called Fusion to the Market and McLennan Network. This also involved adapting the system to accommodate more than 3 times the user base of the JLT Network.

Member of a team supporting a global user base with Broker application systems that included Open Twins, Brokasure, GPM and an in-house application Called dotNET Fusion. Personally supported users based in EMEA as well as America, Dubai, India and Australia.• Experience with Azure cloud technologies PAAS and IAAS. Meridio, K2 and Virtual Server Infrastructure provided by HCL.• Created documentation for new procedures and training for new team members.• Able to diagnose, fix and resolve over 90 technical issues in one month.• Enabled service users to meet challenging critical deadlines and avoid unnecessary downtime.• Fixed problems in extremely short timescales, by swift identification of root causes and managing collaborative team working between specialists, based on excellent knowledge of the wider team.• Resolved problems on the spot, where possible. • Coordinated team and other department collaboration in response to an issue. • Liaised with 3rd party service vendors for Meridan and K2 Black Pearl until issues were resolved. • Worked with 3rd party messaging services TRACE and EBIX.• Monitored document upload issues to Xchanging and worked with their support team.• Project managed Database fixes requested by the business with daily meetings.• Met monthly with System Management Experts to discuss issues affecting business meetings.• Met with the on-shore development team to discuss new updates and roll out plans.• Training new staff members based in Mumbai and Pune.• Chairing the daily system fixes meeting and checking documentation for errors.• Worked with CRM Ticket system using ITIL Principles called Remedy and later moved to Service Now. • Ensured all work was completed according to yearly Audit requirements.

Supported an Accounting System called MCH. • Corrected accounting errors and system issues for the Business on the MCH System.• Developed and Supported Microsoft Office VBA Applications with MCH and SQL Server backend. • Worked with Business Project Managers to deliver Microsoft Office VBA Applications projects.• Reviewed In House build Microsoft Office VBA Applications before being accepted for support.• Developed .Net Applications