Jed Davies Email & Phone Number

As a member of the Workplace Technology team, I play a key role in managing and optimizing our device estate. With a strong emphasis on macOS—the primary platform for the majority of our staff—I specialize in macOS device management and scripting with bash, zsh, and Python. Additionally, I am proficient in Linux and Windows, and I have expertise in both Android and iOS for mobile platforms.Handling the integration and administration of Okta, Google Workspace, Slack, Zoom, Meraki, Confluence, and various SaaS applications, my role involves providing support for all sites, including Cardiff, Manchester, Southampton, and London, as well as participating in project implementations. This includes focusing on seamlessly integrating new software with our existing systems. As part of this, I contribute to comprehensive documentation, aiming to ensure clarity and understanding of projects.Leveraging my experience from Google, I prioritize collaboration and clear communication with teams from various departments to meet the needs of our staff and the business. Having worked in a large-scale environment, this experience proves beneficial in preventing scaling challenges as we continue to grow.I serve as a resource for our 1st and 2nd line support teams, assisting with complex technical issues across macOS, Linux, Windows, iOS, and Android devices that may require specialized knowledge or tools. My focus is on maintaining a functional and secure technology environment while adhering to industry best practices.Currently, I'm broadening my skill set by exploring advanced automation tools and continuous integration methodologies. This aligns with our goal of leveraging automation to drive innovation and productivity.

County Dublin, Ireland

Facilitated the productivity of Googlers (staff) globally via live chat, phone/VC and in-person support. Daily troubleshooting of issues with internal tools and systems in both the corporate and production environment. Experience in performing advanced troubleshooting including but not limited to Linux, Mac, Windows, ChromeOS, Android and iOS. Excellent feedback in 3000+ support interactions with a strong focus on empathy and root cause analysis.Wrote technical documentation, mentored and trained new team members as well as collaborative work on technical projects such as overhauling internal team process flows, packaging software for our Mac fleet (100k+ devices) and improved training documentation for new employees about macOS and corporate tools.Performed the role of Operations Coordinator during the EMEA timezone, responsible for managing known ongoing issues and dynamically adjusting staffing levels across support channels to meet demand. Rotated with Gmail Spam & Abuse during Q32019, working with G Suite (Google Workspace) to assist in making improvements to Gmail's anti-spam and anti-malware systems.Travelled to facilitate core training in Hyderabad, India as well as a brief period as the sole POC for IT operations in Los Angeles, CA.

Cardiff, United Kingdom

Provided 2nd line technical support to a wide variety of customers making use of both on-premise and hosted telephony environments, including Skype for Business (Lync), Swyx and Cisco Spark.

Cardiff, United Kingdom

Responsibilities included supporting & maintaining a global customer base with a variety of audio conferencing technologies including in-house teleconferencing solutions as well as Cisco WebEx and more.

Pencoed, Bridgend, United Kingdom

Providing both telephone and ticket-based remote support to a large number of businesses, my role at RockIT involved working to identify, troubleshoot and resolve issues within a client’s IT infrastructure ranging in complexity and severity.

Cardiff, United Kingdom

At Currys PC World's Cardiff megastore, I assisted both domestic and business customers in finding suitable computers, electronics, and services. As a member of a 6-person core department team and part of the larger 40-member store team, I provided support across various areas, including the warehouse, stock control, and merchandising. Additionally, I offered technical support and customized computer systems to meet individual customer needs.

Bachelor’S Degree, Bsc (Hons) Computer Science, 2:2 (Second Class)

Explored a wide range of study within the field of computing including modules such as: Operating Systems (Windows, Linux & Python/Bash.

Btec National Diploma For It Practitioners, Information Technology, Triple Distinction (Ddd)

Included research, practical application and experience of various areas of IT such as: Networking - including Cisco CCNA training.

High School

Achieved 10 A* to C grade GCSEs including core subjects including Maths, English and Science as well as extra curricular qualifications.