• Responsible for Global Desktop Services, including: PC Imaging, Software Packaging, Software deployment, Patch Management, Anti•Virus/Malware and Tier•3 BAU Support.• Responsible for global service on over 10,000 end user devices; 18 Altiris Servers locations; and a team of 20 Support Engineers.• Responsible for defining the PC Computing standards and processes to which local Deskside Teams and the Global Helpdesk adhere to.• Service stakeholder and consultant on small to large project work by providing enhanced architecture support and technical recommendations for software deployments.• Responsible for engagement with major contract suppliers (IBM, Accenture, TCS)• Key business point of contact for IBM technical leads and service delivery manager.• Achieved/Implemented Continuous Service improvement – Maintain End•User relations to improve the User PC Experience; from Hardware/OS performance to streamlining the Software Packaging Request Process.• Provide continuous audit reporting on Enterprise Software true•ups: Microsoft, Adobe, WinZip, and Symantec.• Instrumental in providing information and statistics to allow regional and local IT Managers manage hardware refresh budgets.• Work in an ITIL managed environment, I am familiar with ITIL best practices.• Major Projects:2015/2016 – Internet Explorer•11 Upgrade2015 – Application End of Life Program.2015 – SAP GUI Client Upgrade 7.20 to 7.30.2015 – PXE Upgrade Solution, Microsoft Deployment Tool (MDT)2014 – Altiris NS 6.0 Upgrade to Altiris CMS 7.52014 – Windows•XP End•Of•Life Decommission.2014 – SEP Performance Optimization2013 – Symantec Anti•Virus Upgrade Symantec End Protection v11 to v12.

• Regional Technical Desktop Lead, point of contact for Americas Region. • Responsible for providing Technical Tier-3 Support to local and regional IT Asset Teams.• Manage escalated technical issues and work closely with UK Global Workplace Leads to resolve.• Proactively reinforce PC Computing standards and processes to Deskside Teams and Helpdesk.• Responsible for managing Altiris solution for each global region across the company estate.• Responsible for managing Altiris patch management, consisting of deploying of Microsoft patches; identifying vulnerabilities in hardware, software and OS.• Responsible for managing and updating the Base PC Image with new drivers, security patches and core applications.Major Projects: 2012 – Windows-7 Global Deployment.

• Provide Level-III Desktop Support for Corporate, Remote, Trading and Executive end-users.• Manage Active Directory to create, modify user accounts and computer objects.• Manage Altiris Deployment 6.5/6.9 to deploy requested software packages to end-users.• Troubleshoot non deployable software packages; escalate to Global PC Engineers for resolution.• Troubleshoot HP and IBM computer hardware, installed software and driver issues.• Create, modify, deploy and troubleshoot VPN RSA Secure-ID Tokens: physical and soft tokens.• Manage Cisco Call Manager to configure and troubleshoot Cisco IP Desk Phones.• Manage Avaya Call Manager to configure and troubleshoot Avaya IP Desk Phones.• Provide afterhours Desktops Support for local end-users and Executives VIP. • Provide Disaster Recovery Support for business critical end-users and apps at DR Site.• Provide Trade Deskside Support: e.g. configuration of turret desk phones and Bloomberg.• Provide video conferencing support; user setups, configuration settings or hardware troubleshooting.

• Provide Level-III Desktop Support for corporate, remote and warehouse end-users.• Oversee security access requests for internal and external user submitted by Helpdesk.• Manage and action support tickets assigned by Helpdesk Team and other I.T. Departments.• Communicate with I.T. Departments on tasks, deployment projects, processes and standards. • Consult with vendors for Hardware and Software purchases, along with warranty replacements.• Provide Asset Management Support with new or existing equipment.• Utilize Active Directory to create, modify user accounts and computer objects.• Utilize Novell Console to create or modify user accounts.

• Provide Level-II and Level-III Desktop Support for corporate, retail and warehouse end-users.• Build and deploy computer desktops and laptops, using Microsoft’s RIS, WDS and Ghost with PXE.• Customize the Build Image with security and performance settings using Windows Registry.• Responsible for managing LANDesk solution for patch management; software deployment; hardware and software inventory reporting.• Responsible for managing Trend Micro Anti-Virus solution; making sure end-points are protected with latest definition files; provide reporting on computer virus infections or virus intrusions for local Deskside or remote Deskside Teams to remediate.• Manage Active Directory to create, modify user accounts and computer objects.• Manage Microsoft-Exchange in AD to create, modify user email accounts.• Major Projects: - McAfee to Trend Micro Anti-Virus upgrade: 4,000+ clients (2006) - Participated in the K&G Win-XP Corporate Migration Roll-Out (2006) - Participated in the Win-2K to Win-XP Corporate Migration Roll-Out. (2004) - Participated in the Win-95 to Win-2K Corporate Migration Roll-Out. (2002)

• Responsible for PC Hardware repairs on corporate and retail computers.• Manage warranty calls, if required, replaced desktop, laptop and POS hardware. • E.g. motherboards, CPU, CPU Fans, Power Supply, RAM, laptop LCD and Laptop KB. • Retail store support: resolve computer issues over the phone; if required, ship computer or peripherals replacements.• Responsible for imaging various computer systems such as: HP, Gateway, & Dell Desktops and laptops with Windows 95, 98 and 2000.• Major Projects: 2000 – Participated in the Windows-2000 Retail Store Upgraded; replaced all-in-one terminal systems with new DELL GX100 Desktops and Touch Screen Monitors.

• Responsible for repairing and upgrading customer computers, peripherals and electronics.• Make recommendations to customer on enhancing computer performance for new or existing systems. E.g. additional Memory, HDD, Video Cards and Operation System upgrades.• Managed warranty calls for customer computers, peripherals and electronics, if required ship devices to Best Buy’s offsite Repair Center.