- Led the day-to-day operations of the service desk supporting over 2,000 internal staff and 15,000 volunteers.- Line managed a team of 6 Service Desk Analysts- Created and maintained PowerBI reports, providing insights into the team's performance and IT support metrics.- Built, upgraded, and maintained the internal company network, including Windows 2012, 2016 servers, Windows 10 devices, and Apple MacBooks- Managed and administered enterprise-level software, including Active Directory, SCCM, SCOM, Office365, Zoom, MS Azure, Citrix, G-Suite, and VPNs.-Managed 3rd party suppliers, ensuring service review meetings were held and technical issues were addressed in line with contractual SLAs.

Managed and Assisted in Service Transition on the McDonald's UK & ROI account:- Played a key role in managing and assisting the transition of services from a UK-based managed service provider to an outsourced partner in India, ensuring a seamless and efficient process.- Collaborated closely with cross-functional teams to oversee and coordinate service transition processes, utilising specialist knowledge of the product and customers to enhance the effectiveness of the transition.- Travelled to India to provide golive on-site support during the service transition phase. Conducted training sessions, workshops, and reverse shadowing activities with the new service desk team to ensure a smooth handover and knowledge transfer.

Strategic QA Support for McDonald's Global Account:- Led quality assurance initiatives within the McDonald's Global Account, using my 1st and 2nd line knowledge to assist in building and deploying environments for the QA team.- Provided mentorship and knowledge transfer, to QA contractors ensuring they are up to speed.- Actively tested the McDonald's Global Mobile App, ensuring it met the highest quality standards and adhered to McDonald's global brand requirements.- Performed a range of testing methodologies including automated testing, manual testing, function and regression testing. Additionally, conducted load testing and deployment, as well as roll-back testing to guarantee the robustness of the applications under various conditions.

2nd Line Support on the McDonald's UK & ROI account

1st Line Support on the McDonald's UK & ROI account