Dave Blake Email & Phone Number

iManage ICSE certifiediManage Helpdesk certified iManage RAVN Indexer certified iManage SPM certified iManage Share Administrator certified

London, England, United Kingdom

London, United Kingdom

My role is to run, develop and expand the IT Support Desk as well as oversee the Infrastructure team and assist in the firm’s software development. I also deputise in the absence of the Head of IT. Key responsibilities and achievements include, but are not limited to;• General management of the Support Desk and Infrastructure team• Team rotas and timekeeping, ensuring support is covered at all times • Managing the selection of, interviewing and recruitment of staff for the team• Problem and Incident Management• Staff appraisals, objectives and development• Responsible for DSE assessments• Call escalation, logging quality and queries• Documentation of procedures, installs and knowledge base• Heading up and co-ordinating team and departmental meetings• Desktop and laptop image creation and deployment• New starter setup and creation• Purchasing of IT equipment• Supporting a full range of applications including; MS Office, iManage DMS, Interaction, Threadprint, Hornbill, Rightfax, PDFDocs, IBM Notes, GoToMeeting, VmWare, Exchange 2013, Active Directory, Bighand, Citrix, Inprotech, IBM Notes, Sophos Antivirus and Encryption, Symantec Messagelabs, Clearswift, EPO Online Filing, Capture IT and SQL. • Heavy involvement and management on projects including: - The launch of a new satellite office in Cambridge- Implementation and configuration of iManage DMS, Interaction CRM, New intranet (Orchidsoft), Printing solution (Threadprint), Hornbill collaborate call logging system, Fax to email (Rightfax) and PDFDocs- Company-wide Windows 7 upgrade- Company-wide Outlook implementation and migration from IBM Notes- Company-wide MS Office upgrade from 2007 to 2013- Desktop and printer refresh- Video Conferencing between offices and clients

In January 2012 I was asked to provide extended cover for the Customer Service Managers role. As a result of my performance over the 4 month period and the dramatically increased Service Desk performance, the role of Service Desk Team Leader was created for me. Key responsibilities in addition to those described in my role as IT Service Desk Analyst, include, but are not limited to;• General management of the Service Desk of 6 people• Monthly team Rota, ensuring the Service Desk has adequate cover• Producing monthly reports on call statistics, MI’s and SLAs for the IT director• Problem Management• Appraisals• 2nd stage interviews• Staff development• Call escalation, logging quality and queries• Incident Management• Team time keeping • Updating and creating manuals/documentation to bring them in alignment with ISO27001 standards

Working in a small team of 6 supporting a multi-national law firm (900 Users)Acting as the link between the 2nd & 3rd line teams resolving high end 2nd line calls and 3rd line where-ever possible.Maintenance and development of SCCM including image creation, Operating System Deployment, software updates and reportingExchange and Active Directory administrationMcAfee Antivirus distribution (EPO 8.2 & 8.7)Maintenance of the print server clusterExtranet site creation and maintenanceCall logging via SupportworksSupporting the full range of law applications including; MS Office 2000, 2003 & 2007, Carpe Diem, Aderant, DTE, Laserforms, Deltaview, Interaction, Blackberry Enterprise Server, Winscribe, DocsCorp suite (including pdfdocs and Comparedocs), Skype, iManage Document Management System (versions 8.2 & 8.5 + EMM + Records Management and E-filing), client remote access via Juniper and Portwise systems and being on call 24-7 for 1 week in 4.The sole IT representative for the annual Global Partners Conference (held all around the world) to build a temp office and network and provide remote access and application support

I left this position as I felt I wanted to work with a broader range of software and systems and the role was not taking me down the path I had envisaged for my career to progress.1st Line Support Providing day-to-day 1st and 2nd line network support, both remotely and over the phone, for customers on desktop PC's and some server issues. Providing 1st line support on Sage accounting software for a client base of approx 600 users.

I was made redundant from this role due to company cut backs from lack of funding.2nd Line Support Engineer Providing day-to-day 2nd line support for customers and company engineers across a range of desktop PC's as well as specialist PC equipment which runs music, national advertising and site specific promotions across a variety of networks. These networks include Spar shops, huge shopping centres, hair salons and many bars across the country. Assisting the IT Manager with internal desktop and printer support. Assisting the build team in the configuration of the specialist PC equipment for our nationwide networks. Configuring routers Resolving network issues Assisting the IT manager in maintaining the existing servers including: setting up new users and editing existing users through Active Directory and installing pre-configured servers.

Managing and participating in all stages of machine production for the motor industry

Day to day management of the business in a customer facing environment using MS Office on a day to day basis and Quickbooks accounting software for bookkeeping and payroll.

General mechanical and electrical work building machines for the motor Industry.