Harry Laing Email & Phone Number

London, England, United Kingdom

An established member of a 20+ person department focusing in the Helpdesk team. Working in line with Cyber Essentials Plus and ISO 27001 accreditation we provided support to 1000+ users across the UK in 8 different offices, as well as outsourced users in India and South Africa.Roles:- Training new help desk employees to work to departmental guidelines- Distribution of tickets and monitoring of the team via the help desk ticketing system, ensuring all work is evenly split and time sensitive deadlines are met, this is then followed by a weekly update of stats to show most logged/resolved- Organisation and rollout of software updates to the firm that included downtime for users (IRIS, STAR Payroll, Caseware, CCH, Alphatax)- Fair upkeep of the teams shifts via the shared calendar including office visits, remote working and weekend support- Quality checking of the team's laptop builds for users in the company, where we see a turnover of around 800+ laptops a year- Joint project lead on office relocation for remote site and again for office expansion- Attendance of meetings in place of manager to then feedback to the team - Administration of Teams Admin Centre, creation of the call systems across different offices and departments within the company- Liaising with 3rd party providers in logging issues and development requests

Roles:- Managing own tickets working to deadlines- User account creation (Active Directory, Microsoft Exchange, Folder Permissions, Azure Virtual Desktop, application setup)- Laptop, router and mobile phone configuration working with HP machines on most recently Windows 10 and Android/ IOS mobile devices via Blackberry Work - Implemented and maintained Ghost Solution Suite as an imaging solution which cut our laptop build times in half, further creation of base image builds and rollouts- Creation and regular updating of documentation- Support of Citrix based software via vSphere VMWare Client and Citrix Receiver/Studio- Advanced admin centre support of multiple applications including Adobe, Alphatax, Disclose, BES12, Egress, InterAction, M-Files, Mimecast and Microsoft 365- Remote support to users working via Cisco Any Connect VPN and also Azure Virtual Desktop- On project team for rollout of:M-Files, a document management system and also the creation of our ticketing systemOffice relocations, multiple overnight stays, long days and physical labourSkype for Business, included training users and attendance / feedback of support groups

London, United Kingdom

Part of a 5 person team working together closely to provide support to 100+ consultants and managers over 6 different offices up and down the UKWorking across multiple platforms including Windows 7/8/10 and Windows Server 2003/2008/2012, Microsoft Exchange Server 2010, Android and IOS devicesRoles:- Provide remote and desktop support to users working within a virtualised environment- Responding to tickets through the Spiceworks help desk ticketing system- Maintaining the logging of updates and processes to solutions within the help desk- Renovation and recording of IT inventory through Spiceworks- Administration and monitoring of the Citrix XenApp Centre- Monitoring the virtual server farm through vSphere client- Advanced use of the Mimecast administration console involving security and archiving- User setup working closely with Exchange Management console, Active Directory, Group Policy, Avaya IP Office Manager and Voicemail Pro- Use of Oak reportX to construct different types of telephony reports to hand to management personnel- Provide ongoing support to consultants using the Bond Adapt recruitment software- Liaising with 3rd party providers in logging issues and development requestsDuring my time here I was given the role of IT champion for two offices, this required a number of responsibilities that included: - Flexible visitation- Maintaining a clean and safe working environment, ensuring users were complying to the IT policies- Decommissioning of legacy IT equipment and the order and installation of new- Network upgrades and the installation of hardware- Maintaining a clean and organised server room

London, United Kingdom

Part of a four man team looking after 50+ global users, supporting traders and analysts. Working with Windows XP/7/8 and Windows Server 2003/2008/2012, Microsoft Exchange Server 2010 Android, IOS devices, and Blackberry.Roles: - Providing desktop / printer support- Maintaining content managed websites- Administration of backups, system checks and logging any events.- User setup, mailbox provision, permissions and new user training. - Maintaining the IT asset inventory.- Administering Office 365- Performing data analysis via excel using such tools as VLOOKUP and Pivot Tables / Charts- Perform SQL Server administration and SQL Queries - Bloomberg setup and administration

I worked as part of a team in a restaurant preparing food to order whilst working in a clean and safe manner in a pressurised demanding environment