• As the team lead in the UK I am the primary contact point for any escalation issues during UK hours• Planned and implemented the migration of the Pearson SCCM platform from the incumbent legacy design to a brand new deployment, taking advantage of current best practices and processes. This involved gathering of requirements, liaising with stakeholders and other business teams, project planning, working with vendors, building and configuring all new hardware, migrating the databases and reports, deploying all new content to all locations worldwide, full system testing of the new solution, and retraining support teams. This project allowed us to offer new features to the business, massively reduced support issues and costs, raised Pearson to a supported version as well as improving our internal support structure• Led the UK element of the Windows 10 Migration Project. The Windows 10 in-place upgrade was developed by my team to migrate all Pearson user devices to Windows 10, whilst minimising user outage and with zero data loss. I worked with the business to collect requirements, requests and design the user experience. Because of the nature of the upgrade process it was paramount to create a user experience that ensured fast adoption of the upgrade with minimal impact or confusion to the end user• Created a custom SQL Server database to archive data from SCCM to provide trend analysis metrics. This was to replace the Sisense product implemented previously as I saw an opportunity to remove the reliance on a third-party product. SQL Server agent jobs were created to run on a schedule archiving data from SCCM and Jamf Pro Mac OS management database to the custom database timestamping the data. SQL Server Reporting Services were then used to create dashboards for management and other teams within IT to track progress of high-level projects and deployments.

• Implementation of Sisense to provide reporting metrics to management for the purpose of regulatory reporting, budgeting, trend analysis and security tracking• Responsible for all software packaging, including Microsoft Click to Run products and Adobe Creative Cloud suites.• Provided third line support to the Deskside Support teams for the escalation of issues• Management of the ServiceNow incident queue, ensuring that SLAs are met, tickets are triaged correctly, and customers are kept up to date• General troubleshooting of client issues and server issues using logical troubleshooting processes to work through problems

• Main responsibilities in this role were, budget management, hardware procurement, project planning and communication with VIPs• Dealing with customer issues and complaints were some of the most challenging aspects of the role but also the most rewarding. Understanding their problem, working through it with them and seeing it through to the correct resolution, always ensuring customer satisfaction

• Key responsibility in this role was to complete the installation and configuration of Altiris Solutions Notification Server and Deployment Server. This was the chosen desktop management solution for Edexcel, to manage the 1500 devices across the estate• Implemented a zero-touch build process for the sites migration from Windows XP to Windows 7• Designed and deployed software licence management, patch management, software deployment and removal• The most important components of this work were to ensure key stake holders were kept up to date with regular communication of status reports. Ensuring deadlines were met and potential blockers were raised

• One of a team of four supporting 1500 desktop users including both regional and international offices. Working to SLA’s in an ITIL environment. Responsibility for solving desktop issues arising on a day to day basis. Key member of team entrusted to solve sensitive desktop issues for senior members of staff