James Joyce Email and Phone Number

• Responsible for provision of end user hardware for over 5,000 users across 14 locations in the UK & Ireland.• Oversee team of engineers covering 2nd line, audio visual, asset management and VIP support services.• Managing UK&I Technology budget to adhere to quarterly financial targets, review of purchasing procedures to ensure maximum value with suppliers.• Aligning with EMEA wide Technology strategy and project pipieline to reduce cost of Technology services to business while identifying areas of improvement.• Management of vendor relationships, contract negotiations, and evaluating new technologies to enhance business capabilities.

• Management of onsite desktop & audio visual support services for over 2500 users across 8 London offices• Monitoring of IT budget to adhere to quarterly financial targets, negotiating and review of purchasing procedures to ensure maximum ROI with suppliers• Mentoring of team members, delivery of personal objectives and 360 feedback to improve technical and customer skills for individuals• Planning of Technology support for large internal and external client events• Review and negotiation of 3rd party supplier contracts to align with current and future Technology roadmap

• Provision of high level support for 250 VIP level staff including CEO/CIO/SVP’s across London offices• First point of escalation for issues, ensuring availability of all services for VIPs in office and remotely• Meetings with key PA’s & support staff within VIP support groups to continually improve technology services• Develop relationships with other regional managers to understand VIP needs in line with business requirements * Support and management for team of nine 2nd line engineers supporting 1800 users across 5 offices• Key contact on IT requirements for client pitches, planning office moves and video conference calls.• Responsible for vendor management (Vodafone/Dell/Microsoft) to ensure business continues to receive value on current contract agreements

• Support and management for 300 executive users across Aegis Media brands• ITIL v3 methodology used, team performance monitored with goals set for personal objectives and daily/weekly SLA targets for request & incident management• Deployment of laptop & mobile devices, root cause analysis and documentation of IT processes used for service delivery.• Project management delivery, including replacement/upgrade of 1200 Windows XP machines to Windows 7

Responsible for IT service and support of gyro offices in the UK and EMEA as part of M&A migration onto Dentsu Aegis Network.Management and audit of external supplier contracts to reduce costs and improve stability of network. Training and development of support teams to assist with drive towards cloud based email/storage for company data in line with security policies

Senior IT support analyst for 300 users at International media agency. Providing 2nd line support for Windows XP/Vista/7/Mac OS X machines, software and drivers and configuring new & existing hardware. Automation of login scripts & printer access via scriptlogic, supporting Video conference calls and client pitches at Aegis/remote sites. Maintenance of server backups for disaster recovery, management of Blackberry/Nokia/iPhone devices.• Involved in company desktop migration from Windows 2000 to XP plus Server upgrades to Windows 2003.• Upgrade of Panasonic PABX telephones to Avaya VOIP phone system• Migration to Exchange & Outlook 2003 from Lotus Domino Svr & Clients (R6, 6.5 & 7)

Desktop support analyst to approx. 1,000 users. Experience of using Windows 95, 98, ME, NT4 workstation & server, 2000 professional & server and XP home & professional operating systems.- Additional use of Office 97, 2000 & XP, SMS v2.0, Lotus Notes 6.0 & Domino, Outlook 97, 2000 & XP, Exchange 5.5 & 2000, Remedy call logging system, Arcserve 2000 & v9, HP Openview, Proxy remote control, Wininstall, Kea!x, Outsideview, SQL 8.0 Management & Query analyser, Norton AV, McAfee, Ghost, Doubletake/Neverfail & Compaq management applications.- Experience of market data applications Proquote & Misys Marketwatch.- Server admin & networking skills include TCP/IP, DNS, WINS, DHCP, PPTP, RAS.- Experience of building & configuring IBM, Dell & Compaq laptops for remote dial-in and secure VPN access.- Involved in company migration from Windows NT4 to 2000 server & XP Professional using HP hardware & software monitoring applications. Involved in migrating file servers to a SAN using NAS and HP hardware. Deputy shift manager in operations dept. Maintenance of Compaq & HP-based Windows NT 4.0 & 2000 servers, duties include:- Monitoring of backups on NT 4.0 / 2000 servers via Arcserve 2000 & Veritas backup applications.- Recording of problems and escalation when required via Remedy and Database auditing applications, including reporting results to senior management.- Regular testing of disaster recovery systems and security auditing procedures to conform to LSE requirements.