• Oversees a global team of nine Advanced Support Representatives, providing them with guidance and leadership in delivering Tier 3 Support to a worldwide workforce of 17,500 employees.• Ensures the maintenance of version control and compliance across a substantial 16,500 endpoint environment, demonstrating attention to detail and a commitment to quality assurance.• Champions the identification and successful implementation of cutting-edge technology projects, collaborating closely with the Project Management Team to introduce advancements such as Autopilot and Intune.• Drives essential ITIL processes, encompassing Change, Problem, and Demand Management, contributing to a streamlined operational framework and continuous improvement.• Proactively manages and enhances the virtual environment, leveraging strategic insight to optimise system performance and user experience.• Collaborates seamlessly with Security and Network teams, identifying and addressing vulnerabilities to bolster the organisation's overall cybersecurity position.• Leads budget planning for ongoing initiatives, exercising fiscal responsibility and aligning financial strategies with operational goals.• Manages the team's work intake through ServiceNow, adhering to the ITIL model to ensure seamless workflow and issue resolution.• Demonstrates comprehensive IT asset management expertise, contributing to the organisation's resource optimisation and cost-efficiency efforts.

• Supervised a dedicated team of 5 Service Desk Representatives providing comprehensive day-to-day support for a global workforce of 12,000 employees, with a focus on optimising the experience for 350 EU-based personnel.• Demonstrated expertise in supporting diverse Office technologies, ranging from Windows 7, 10, Office 365, Skype, Druva, Cylance, VOIP phones, VPN, and more, ensuring continuous operational functionality.• Managed a robust virtual environment comprising approximately 500 Virtual Machines, hosted on VMware 7 across 10 ESX hosts. Expertly administered 2 ESX hosts, utilising VMware Horizon 7 for advanced virtual desktop solutions.• Oversaw the Backup Environment, employing a Veeam Virtual Backup Solution encompassing HPE StoreOnce and an HPE Tape Library, reinforcing data security and business continuity.• Demonstrated a strong focus on ITIL principles, particularly in Change Management, Problem Records, and global standardisation, contributing to operational efficiency.• Undertook the responsibility of maintaining EU-based servers, predominantly Windows Server 2019, 2016, and 2012, ensuring seamless server operations.• Crafted and tested global Windows 10/11 images using MDT, SCCM, and WDS, aligning with the organisation's evolving technological needs.• Participated in global meetings to contribute insights and shape the forward-looking strategy of the Service Desk and Infrastructure teams.• Managed the team's work intake via ServiceNow, following the ITIL model to maintain effective incident resolution and task management.• Demonstrated a keen attention to detail in maintaining accurate asset records, contributing to effective resource management and optimisation.

• Oversaw a team of three Service Desk Representatives, steering their day-to-day activities to deliver comprehensive support primarily to EU-based employees.• Demonstrated expertise in providing robust assistance across diverse Office technologies, encompassing Windows 7, 10, Office 365, Skype, Druva, Cylance, VOIP phones, VPN, and an array of other essential tools.• Employed a dedicated ITIL focus, particularly emphasising Change Management, Problem Records, and maintaining global consistency in processes.• Undertook hands-on server maintenance and builds for EU Servers, specialising in Server 2016, 2012, and 2008 R2 configurations, ensuring optimal server performance.• Pioneered the implementation of a worldwide Service Desk model utilising ServiceNow, while aligning operations with the ITIL framework to enhance service quality.• Actively contributed to global technology deployments, playing a vital role in introducing and integrating new technologies such as Druva, Pulse Secure, Cylance, and BeyondTrust.• Maintained a keen focus on asset management, ensuring accurate records and optimal utilisation of resources.

• Provided comprehensive support for a range of Office technologies, encompassing Windows XP, 7, 10, Office 365, Skype, Druva, Mcafee local phone system, VPN, and diverse other essential tools.• Maintained and administered a VMWare vCenter 5 installation, overseeing 12 ESX hosts to ensure the seamless operation of the virtualisation infrastructure.• Addressed reactive customer support requests through the ServiceNow platform, demonstrating agility and commitment to timely issue resolution.

Maintained business critical SQL database instances Developed new solutions based on the needs of (internal) customers Diagnosed and resolved issues affecting business

Pre-sales support ensuring suitable solution at the right price point for the customerClient-side installation and configuration of plasma screens including software setup Post-install client facing role on-site facilitating solutions to any unforeseen issues

Pre-sales customer demonstrations and preparationDirect account management for post-sale support ensuring customer satisfactionExploring and exposing new business opportunities through working across account executives