Gavin Stephens Email & Phone Number

London Area, United Kingdom

• In my current role as a Client Services Engineer, I deliver technical support and innovative solutions to high-priority financial clients, ensuring swift issue resolution and robust system performance. I manage and.
• Assigned to high-profile clients in recognition of exceptional problem-solving skills and expertise in the financial sector.
• Led the identification of system enhancements and the implementation of best practices to maintain cutting-edge service delivery.

London, United Kingdom

• During my tenure as a Corporate Team Lead, I directed a team of IT support technicians, fostering a culture of collaboration and high performance. I steered IT support operations for 250 users across London, New York.
• Reduced help desk tickets by 40% within the first year through effective problem-solving and process optimisation.
• Spearheaded the strategic development and execution of all technical aspects for newsletter offices and refurbishments.
• Advanced to Corporate Team Lead, overseeing the resolution of complex technical issues and the execution of strategic IT projects.
• Acted as the technical lead for a major 20K sq ft office refurbishment in London, coordinating IT aspects to align with company vision.
• Project-managed an 8TB file migration from on-premises storage to SharePoint aimed at enhancing data accessibility and collaboration.

London Area, United Kingdom

• As a Desktop/Onsite Engineer, I resolved technical issues and provided 1st-3rd line support, ensuring client satisfaction through prompt service. I served as the primary point of contact for client escalations.
• Improved the service delivery model and client retention by managing critical support for three high-demand clients.
• Acted as a peer leader and mentor for a team of three engineers to foster a collaborative and skill-enhancing work environment.
• Played a pivotal role in driving a 400% company growth, significantly expanding the client base and enhancing service capabilities.

London

• While serving as a Project Co-Ordinator, I was chosen for my IT support and operations expertise to oversee the implementation of a file collaboration solution across 38 pan-European locations. I showcased my.
• Increased file transfer speeds by 40% through strategic implementation of caching solutions.
• Enhanced data replication and remote work capabilities by directing the upgrade of network infrastructure.
• Managed a £2M budget to ensure efficient allocation for logistics, equipment procurement, and training initiatives.
• Improved network performance and user experience by coordinating the installation of riverbed networking devices across 47 countries.

3 Harbour Exchange Square, Docklands, London, E14 9GE

- Supporting 200-250 businesses across Emea and the US working to an ITIL framework.- Part of a team of four covering all week in 12 hour shift including bank holydays.- When working out of hours, responsible for all aspects of the business including logging all incoming calls, answering all calls, monitoring all our clients via Smartwatch and liaising.

10 Exchange Square, Primrose Street, EC2A 2BY

- Responsible for VIP support due to my interpersonal skills. I supported 300 onsite users with every aspect of desk side technology.- Supported users using the Fidessa, Factset, Bloomberg and Datastream market platforms.- Partly responsible for upgrading users from Windows XP to Windows 7 alongside my line manager.- Created and removed user accounts.

02 Arena, Peninsula Square, London SE10 0DX

- Supported 200 onsite users of Windows 7 and XP.- Provided all aspects of user support to 400 onsite users, 200 Thames Clippers users, SKY Backstage and the British Music Experience.- Managed all aspects of service desk environment from answering calls, logging tickets to escalations and resolving issues.- Provided support to the Event team on Arena.

171 Victoria Street, SW1E 5NN

- Provided 1st and 2nd line support for over 6000 users.- Was one of the primary analysts used for visiting users as I have a lot of user facing experience. User feedback was positive.- Covered service desk in overflow and cover periods.- Used all aspects os user management via Active Directory.- Helped up-skill the permanent members of staff with the more.

342 Ladbroke Grove, W10 5BU

- Responsible for managing users issues and working with them nd ensuring that they were happy with how they were dealt with.- Managed all aspect of Innocent service desk.- Managed user, groups, Group Policies and application distribution via Active Directory.- Responsible for managing User Rsa tokens for mobile networkers.- Assisted with server.

19 Worple Road, Wimbledon, SW19 4JS

- Supporting 1000 remote and 200 onsite users using Windows XP and 2000.- Ordering of PCs, Printers, Software Licenses and anything else our users require.- Creating user accounts, adjusting mail limits, resolving errors, mail redirection, group changes and all other email admin tasks on Lotus Notes & Domino Server admin.- Adjusting group policy in Active.

5th Floor, GPS House, 215-227 Great Portland Street, W1W 5PN

- Worked essentially as a field engineer covering over 700 users across 8 sites and resolving any issues that may arise via remote support, telephone support or going straight to the issue myself.- Daily support issues and maintenance on exchange 2003-2007 servers.- Logged 30-40 calls a day and resolved 90% of them within two hours of opening.- Supporting.

Bishopsgate 288, EC2M 4QP

- Supported all UK clients for this Australian based, systems management software provider, including Honda, Lloyds, Monsoon and Hitachi to name a few.- Providing pre & post sale support to our sales staff via remote support or onsite.- Covered our in-house instant messaging app in which users instantly ask for help to any technical queries they may have..

The Triangle 5, Hammersmith Grove, W6 0QQ

- Provided 1st line and 2nd line and desktop support to over 200 internal staff. Also 1st point of contact for nearly 5000 /office Angels/Computer people staff.- In a team of five, took around 30-100 calls a day and 85% of those were resolved at first instance.- Managed onsite Cisco VOIP system.- Used Windows XP platform to access various network and user.