Daniel Webb Email & Phone Number

London, United Kingdom

2nd/3rd Line Support AnalystResponsible for(in addition to the below duties):• Assisting 1st line support with call logging, first fix.• Working on escalated issue resolution and producing relevant KB articles.• Exchange Management, Active Directory and Group Policy administration.• Software and windows update packaging.• Escalation of major incidents to third party vendors through to resolution.• Entitlement review planning and procedure creation.

London, United Kingdom

IT Desktop Support AnalystResponsible for:• Part of team providing incident support within a high pressure environment.• Exchange administration.• Active directory administration. • Mitel Administration.• Software packaging.• Managing customer expectation to provide consistent achievable SLA’s.• Active member equipment rollouts and upgrades• Network and comms patching.• Imaging and configuring PC equipment for replacement, upgrading or new installation.• General 2nd line support and documentation of the processes using a KB.• Supporting user equipment within a ‘Bring you own’ environment: RSA, Blackberry UEM.

2011 - 2013 FRESHFIELDS BRUCKHAUS DERINGER IT Desktop Support Analyst• Part of team providing world class incident support within a high pressure environment to VIP’s.• Managing customer expectation to provide consistant achieveable SLA’s.• Active member equipment rollouts and upgrades• Network and comms patching.• Imaging and configuring PC equipment for replacement, upgrading or new installation.• Administration of Active directory.• Meridian CS1000 comms support.• Administration of Symposium. • General 2nd line support and documentation of the processes use of KB.• Support of user equipment within a ‘Bring you own’ environment: GOOD, Citrix client, RSA authentication.2010 - 2011 IMAC Support Team Coordinator• Managing customer expectation and ensuring the team works effectively in accordance with SLA's• Liaising with customers to plan conferences, functions, etc.• Project management of equipment rollouts and upgrades.• Ensuring that there is enough resource at all times.• Project management of physical office moves in the London office.• Negotiating with suppliers and third party services.2009 - 2010 IMAC Support Team Engineer• Asset management and installation of newly purchased equipment.• Upgrading and migrating users from existing to new equipment.• Imaging and configuring PC equipment for replacement, upgrading or new installation.• Office IT equipment desk moves.• Network and Comms patching.• Liaising with international offices to ensure smooth transition of seconded users.• Blackberry deployment and application deployment.• Detailed documentation of process.• Active member of rollout projects.• Meridian CS100 Comms support.• Training of new staff.2008 - 2009 IT LOAN LAPTOPS administrator.• Complete overhaul of the IT loan laptop procedure.• Production of a fully automated spreadsheet for scheduling and asset management.• Building, updating and hardware maintenance of the IT Loan laptop pool.• Meeting room support.