Joel Rawlings Email & Phone Number

London, Gb

I originally joined Venner Shipley as a lone support analyst, I was rewarded for my hard work and dedication and as the company expanded to be promoted to Manager with the specific remit to grow the team and push projects. I have been able to grow the team and shape them in my image to offer a white glove service, which goes above and beyond user expectations. Enabling them to complete their roles without regular intervention from 3rd line support or myself has been my main focus, enabling them to carry out more first-time fixes and give the 3rd line team more time to spend on projects. This is a full management role requiring me to hire, mentor and motivate the team, along with managing their activities, carrying out performance reviews and providing feedback to the firm on metrics, problems and progression. Some of the projects I have overseen to date are as follows: Implemented a new Service Desk Ticketing system (Halo) – researched, negotiated, and managed through to successful delivery. Document Management Systems Upgrade – this is the core system utilised by the business, and has involved capturing requirements from stakeholders and managing these stakeholder relationships, working with the vendor on design and planning for a smooth implementation Laptops implementation firmwideIntroduced Zoom and Zoom Phone – conducted full cost analysis, vendor selection and stakeholder engagement, resulting in a 50% saving over 2 years and the successful uptake firmwide. Upgrade of Printer software including full management of the vendor relationship.

London, Gb

Joining Venner Shipley as a lone support analyst was a daunting but enjoyable task.Working with a great team of people I was able to gain more knowledge on all aspects of IT whilst also shaping the Service Desk to mine and the business needs.As I grew into my role, I took on more responsibilities, including running small projects, resolving issues and implementing firm wide fixes as well as outfitting new remote offices as the business expanded.Ultimately, the need for the team to grow became apparent and I grew with this expansion, moving into a IT Manager role to take on more responsibilities, manage a small service desk team and better support the business.

London, Gb

Starting my career at RPC on the night shift enabled me to learn the intricacies of the firm’s IT systems including finding existing problems and delivering solutions more quickly in the main due to being the main contact point for further investigation into problems and stand-alone late at night.Proactively I built a useful guide on all the 'tips and tricks' which is still being used by the Service Desk team to this day. It also allowed me to document all our other procedures from installations and fixes to administration of new starters, leavers, and everything in between.Due to this extensive knowledge, I was able to transfer from the night shift to day shift taking on an extremely fast paced service desk role and its different technical complexities with relative ease. My role now also sees me providing knowledge to the team via training and documentation updates.Since being at RPC I have been involved in many key projects with the biggest being recently when all Lawyers were moved from Desktop PC's to Laptops, this resulted in us imaging laptops and then assigning a device to each lawyer whilst simultaneously learning the equipment and now providing full support in house and over VPN.The night shift also gave me plenty of opportunities to get involved in 3rd line calls and projects which I have carried over to the day, enabling the Service Desk to take more responsibilities away from the 3rd line teams like administrating and managing our BYOD applications, updating and rebooting our Room Booking software and server through to getting involved with our latest automation project which should see all New Starters automatically created.

London, Gb

My time at Ashurst, whilst short, was productive. I was able to take my knowledge and technical skills to the next level as part of a larger Service Desk team. Access to new software and platforms gave me the opportunity to get hands on and training modules meant I could start work towards new qualifications.I was able to work as part of different shifts, providing weekend support and working night shifts to support the overseas offices remotely.My familiarity with Backups and Restores also grew, giving me a ground to produce documentation on the processes for my colleagues to also benefit from the introduction of new systems. I also became the 'go to guy' for our firms Wireless network setting up and managing access points for Clients and the Firm.Two great opportunities for me at Ashurst were the Windows 7 Rollout for the firm which saw me traveling to Brussels for the pilot to upgrade them to Windows 7 and provide support thereafter. I then also helped with the London rollout and could offer more support for my team mates during the rollout.After that, I organised and carried out a project to upgrade all the PC's and Monitors across our three London offices. I was responsible for the organization of delivery and storage, arrangement with users for replacement times and the organisation of staff for the rollout.

My role as Support Technician was predominantly a 1st and 2nd line position. I was one of eight Support Technicians who supported around twelve hundred users throughout the firm. All calls that were assigned to me went through the ITIL process, with SLA's and Escalations always being adhered to. Whilst at PKF I was involved in a number or large projects which were rolled out to the firm. My first task when starting at PKF was to repair all damaged IBM Laptops and Blackberry’s, replacing parts as required, I then went on to be a key player in the firm’s Windows 7 laptop replacement project. Whilst at PKF I was able to gain exposure and experience with a variety of new software including; Arc Serve Backup and Restore Manager, Bighand Digital Dictation, McAfee Endpoint Encryption, Filesite (Autonomy's iManage Document Management) and Aderant Time Recording.

My position at The Sandon School was my first opportunity to put my knowledge into practice in a live environment. I was lucky to work in a small team with 3 other senior support technicians catering for around 50 members of staff and a network of around 200 PCs.My main responsibilities were 1st line support orientated. Taking and logging calls, research solutions and fixing where possible. I would also attend to peoples desk when required.I was able to make the role my own and take the day to day responsibilities away from my colleagues. Managing the upkeep of 6 ICT Suites, identifying and diagnosing problems through to assisting with the video of school plays and assisting when Jason Bradbury of the Gadget Show visited the school.

A Level, Information Technology

Gcse'S, Information Technology