Jamal Smith Email & Phone Number

London Area, United Kingdom

• Support lead for global security escalations in London. Specifically, mitigating an encryption/networkingbug which led to multiple site outages. Whilst authoring a post-mortem; 23 new security sites wereidentified globally as escalation cases. Through collaboration with the business operations team,enterprise network team and the internal Windows platform leads, we worked to resolve all cases globally.• On-duty lead providing decision-making and service accountability for the techs; in order to ensure allsupport channels meet company service level objectives; including incident management.• Participate in activities that are not direct user-facing support channels. Such as escalations raised byjunior support staff.• In-depth troubleshooting and root cause analysis of different issues across various platforms. Thisencompasses Linux, Windows, Mac OS, Chrome OS, Android, iOS, Google Workspace and GCP.• Evaluating and implementing solutions for multiple services. Including video conferencing, remote access,new internal products, training and documentation.• Contributing to business continuity planning for our internal support ACLs [access control lists]. Thisrequired analysis of each ACL, assessing the consequences of downtime and the formal procedures thatshould be followed for each ACL. Including mitigation processes, on-call support contacts andcommunication strategies during outages.

• Leading support operations for 230 staff members internally via instant messaging, email, phone, videoand in-person support. Additionally, supporting a further 100 staff members remotely. Managing theprocurement of new devices and staff onboarding.• Support lead for our CRM Finance system migration; providing assistance with planning, implementationand ongoing support.• Designing and organising our infrastructure for all users. This includes SharePoint, Skype for Business,OneDrive, Exchange, and Active Directory server administration. Additionally, powershell automationand group policy design. Lastly, back-end support for public company websites.• Migrating existing Finance/HR SQL databases to Azure Web Apps. Along with developing the App UIwithin Visual Studio, and designing PowerBI reports as part of our company wide cloud migration.• Managing the organisation’s mobile service. Configuring MDM (JAMF, Intune, Okta) for all devices,assigning and allocating mobiles, whilst tracking company mobile costs incurred per month and budgeting mobile expenses quarterly.

London, United Kingdom

Led project "Plug & Play" which included budgeting and allocation of a new desktop solution. DesktopPCs across the entire company were deprecated, in favor of docking stations and laptops. This solutionwas introduced for meeting rooms, staff desks, security rooms and executive offices to allow more fluidityin the office; staff could now work in any location seamlessly. I managed driver updates for each device,cycling changes bi-weekly to maintain the solution, whilst deprecated PCs were traded to externalvendors to support our budgeting for future solution maintenance and upgrades.Troubleshooting Windows OS, Mac OS X and Chrome OS for end users, combined with on callexecutive support.• Collaborating with the Audio Visual team, to execute site hosted events. Configuring the Poloycomsystem for voice and video, whilst providing Wirecast Support for live streaming.