Leo P. Email & Phone Number

London, England, United Kingdom

- Managed a proficient IT support service team, I successfully handled a wide range of tasks and responsibilities to ensure seamless operations.- Worked collaboratively with various internal stakeholders to ensure the efficiency of IT service management and to maintain crucial business continuity.- Actively participated in and contributed to various IT projects, including the creation of new initiatives and the integration into ongoing ones.-Ensured business continuity by implementing IT risk, incident, and problem management practices based on ITIL standards.- Successfully managed both software and hardware components, overseeing IT infrastructure both on-site and in the cloud.- Contributed to IT change management by overseeing and facilitating the smooth transition of technology updates and improvements within the business.- Successfully managed various third-party vendors to ensure the ongoing maintenance and efficiency of the IT department.- Procured essential IT equipment and tools to support the department and business operational needs.

London, United Kingdom

- Supported the London HQ office containing 300+ staff as well as 200+ staff based in field through remote tools, email, phone, instant messaging and face to face.- Global IT Team structure mean’t I supported a number of our global employees. Did this through our ticketing systems and with the help of remote control software.- Administration of various application software such as Google Suite Apps for Business, Microsoft Office, Cisco Jabber telepresence, Zoom, Fuze, Skype, Natterbox cloud phone portal, JIRA Confluence, McAfee, Okta SSO and other business related apps.- Troubleshooting and maintenance of various office and general IT equipment such as Lenovo, HP, Dell Windows machines (laptops and desktops) , Apple Macs, monitors, Televisions, Ricoh printers, Yealink VoIP desk phones, Cisco Telepresence units and other meeting room hardware, Android and iOS mobile devices, Microphones, soundboards and other AV equipment. - AV setups and support of meeting rooms/event halls/presentations.- Liaised with vendors to get any services or hardware back up and running during downtime. - Sole responsibility for the setup and smooth on-boarding of new hires including conducting inductions with the HR team and presenting on behalf of IT. I also setup new hire desks and equipment.- Developed new ideas to help smooth out some current slow processes.- Created documentation for both the IT team and end users.- Assisted in new office setups. (Office network cabling, IT comms room rack organisation, patch panel organisation etc.- Traveled to other offices to offer support in times of need.- Maintained a 99% customer satisfaction through solving tickets through our Zendesk ticketing system.- Worked alongside separate IT departments (System Operations, Networking, Security etc) to solve higher level tickets.- Supervised/Trained new colleagues within IT.Gained Google Apps Suite Admin Certification.

- Provided 1st/2nd line support.- Supported 200+ users with both Windows 7/8 and Mac OSX 10.6+ machines.- Created Knowledge Base articles both for end users and the IT team.- Set up and repairing computers both Windows and Mac.- Dealt with external IT vendors to ensure internal IT runs smoothly.- Troubleshoot problems with servers, voIP phones, printers and other IT/office equipment.- Gave training to current and new users when necessary on company systems and machines etc.- Monitored general IT in the workplace to ensure everything is working as it should.- Administered various user accounts.- Ensured supplies are always ordered and available for use.Gained ITIL V3 Foundation certification while at Stanley Gibbons.

Highbury & Islington

- Assisted IT Officer with various IT Support duties.- Answered phone calls from employees needing assistance.- Dealt with printer issues.- Worked with team member to solve IT related problems. - Set up new Mac machines when required.