I worked for NBCUniversal (NBCU) in this role since November 2014 until March 2019, I was TUPE transferred to TCS and worked for TCS supporting NBCU from March 2019 to December 2023, I was then TUPE transferred back to NBCU in January 2024. This entry is to show continous employment with NBCU since 2011.

Supported NBCUniversal International looking after almost all aspects of the global infrastructure outside of the United States of America. Provided support for the following areas: Compute and Storage support (Windows Servers, Linux Servers, Virtual environment and Citrix support, server patching and updates, data protection).

• Provided 24-hour office and home support for Presidents, Senior Executives and their Assistants to resolve any technical faults and manage business requests across 4 London sites, totalling 50 users.• Collaborated with colleagues in global offices to secure timely resolution of any issues and to ensure on-going support provision for travelling Executives across all core NBC Universal businesses.• Provided IT support for events and project activities including deployment of end user technologies, mobile devices and desktop equipment, both in the UK and overseas.• Set up meetings (connect to Webex or loading slides and testing the presentations work correctly) for Senior Executives.• Deployed training to Executives and Assistants on IT systems and other relevant technologies.• Identified, recommended and implemented process improvements.• Maintained accurate records of stock to ensure replacement handsets and desktop equipment was available as necessary, and replenished stock as required, ensuring the correct business area was charged for any items, or any software purchases made.• Acted as a liaison between clients and 3rd party teams (Audio Visual, Infrastructure, Apple Support, and the Service Desk) on more complicated issues and expedited solutions where necessary to meet the clients’ needs.• Provided technical advice for clients wishing to make changes to their working practices, or the hardware or software that they use daily. Assisted in implementing any changes to ensure smooth transition between technologies.• Undertook “floor walks” to ensure clients technical issues are identified and resolved promptly.• Supported business applications including but not limited to Dropbox, Cisco VPN clients, Sophos and Symantec end-point protection products, Safeboot disk encryption, and Webex Collaboration and meeting tools.

Provided mostly Wintel and VMware support, I also provided assistance with storage, data protection, patching and updates.

• Provided telephone, email, and, on request, onsite support for digital dictation and speech recognition software and hardware, using Webex and RDP to connect to clients’ PCs to resolve incidents raised.• Built internal training virtual environments, and reproduced and resolved issues seen at customers’ sites within the virtual environments.• Assisted with the recruitment and induction of new Service Desk and Global Support colleagues. Created and maintained personal development plans for all individuals in the teams, including one to one mentoring, knowledge sharing and certification training, ensuring the Company’s on-going Partner status with Microsoft, Blackberry and VMWare. In addition, mentored Lead Service Desk Engineer in all aspects of recruitment process.• Provided a single point of contact between Service Desk and Global Support teams, and subsequently Global Support and Development for escalations of software defects and queries, including reporting to Business Units on progression of said escalations.• Liaised with Accounts Managers, Project Managers and Board members regarding issues affecting clients within their business units and provided updates on tickets escalated where required.• Raised all customer enquiries, prioritised, distributed, documented, analysed, troubleshot, and resolved client issues via the established CRM tool and the incident management process, and escalated Development calls when required.• Assisted the Global Support Manager in the production and regular review of an Incident Management document, reviewing software defects and creating solutions as necessary.• Acquired and applied knowledge and technical skills to support incidents raised by BigHand’s customers, internal staff and partner organisations. These included Microsoft OS and Networks, other TCP/IP networks, DNS, WINS, Active Directory, Citrix, BES, IIS, Exchange, SQL, virtualisation technologies and Virtual Private Networks.

• Provided first and second line support to over 100 users.• Administered email accounts on Exchange 2000 and 2007.• Rolled out Mimecast to the consultants and senior staff.• Administered Blackberry accounts and handsets on the company’s Enterprise Server.

Higham Dunnett Shaw was acquired by Capita Hartshead• Provided first and second line support to 600 users across 6 sites, using Dameware and Numara Track-It! to provide remote client support.• Built Virtual servers on a VMWare ESX cluster.• Built and rolled out software deployment packages using Group policy.• Documented new technical procedures and relevant information to ensure the effective functioning of the IT team.• Analysed business requirements to make improvements to documented processes, allowing users to become more self-sufficient resulting in a reduction in help desk calls and meeting SLA’s.• Built relationships with senior managers and business users to identify and understand business needs.• Assisted with network integration activities.

Higham Group merged with Dunnett Shaw to form Higham Dunnett ShawProvided first and second line support for all HDS sites.

Provided first line desktop and server support for Higham Group.