Senior Helpdesk Engineer and Team Lead.Curating the restructuring of the Helpdesk from break fix to a highly automated and cloud service based proactive managed ITaaS.Leading Helpdesk On-Boarding Training, through to on-going development and Training.

2nd & 3rd Line Apple and systems engineer.

Verdani TSG is the parent organisation of Network Support London, MacTribe and others as we combine with the most diligent and forward looking IT Service Providers in London and the South East.We're always looking to connect with people that understand that IT services is about Partnership, not upselling.My Responsibilities - Managed the consolidation and renewal of two helpdesks into one after merger- Proposed and Developed in-house training roadmap, utilising industry standardqualifications and internal reviews, with security awareness a core focus.- Trained Apprentices on fundamentals of the helpdesk focusing on soft skills andcustomer focus.- Provide development advice to Directors around needs and stresses of the helpdesk toinform long term planning and investment.

On-Site and Remote support for Mac and Windows users- Provide timely and responsive support to minor to severe incidents across macOS, Windows, Active Directory, Open Directory, Egnyte, Synology, Jabber and Citrix to 15 remote sites and over 200 users.- Develop and update client documentation and in house knowledge base.- Build, script, and schedule install tasks for Apple Remote Desktop and AutoTask- Provide layer 1 troubleshooting and account management of hosted IP Phone, including WLAN IP Phone roll out.- Cisco Meraki Network and MDM administration and configuration.International Client Support and Consultancy- Be single point of contact for 150 macOS users across 4 international sites.- Administer and troubleshoot Cisco CME IP Phone system across sites.- Manage Multi-site Cisco Enterprise network, interlinking new Meraki networks.- Network and Server Infrastructure discovery after takeover.

Technical Assistance with iOS and Mac systems- Consistently quarter on quarter, top 10 technician for sessions delivered andduration.- Exceptional ease at translating technical terms in to everyday language.Additional areas of responsibility:Genius Team Mentor- Lead technician, training team to support iOS, Apple Watch, and Apple TV.- Facilitated peer training around core skills in response to customer feedback andemerging trends from team metrics.- On floor development and coaching of junior staff.- Go to individual for obscure technical issues, exceptions and processes.In Store Use Equipment Technician- Maintain and troubleshoot any issues with In Store Use Devices including but notlimited to; printers, phones, iOS devices.- Liaise with leadership and Ops to ensure minimal downtime of systemsOne to One Service Overhaul- Analyze, review, and renew standards of data migration service.- Advised leadership on overuse of exceptions and consequences, gaining agreementto update best practices more inline with corporate policies.- Care of data and set up of new Mac computers for collection by customers, withrobust improvements to processes regarding storage of access credentials.

Specialist, at the Regent Street Store.Lead amongst my peers of seasonal staff in sales and attachment figures over the Christmas period.Took early lead in "Support in the Red Zone" roles answering tech support questions and resolving more complex set up questions in the initial ownership environment.Achieved swift promotion into support role.

Draft Publish and Maintain communications from the NMC to members and interested parties.Special responsibility for:- Reporting and analysis of the Leveson report in to Media, Culture, and Ethics.- Background research into BCCI board and business relating to image rights disputes.- Draft proposals and research into image scraping, cataloguing and invoicing technology for initial tender on behalf of British National Press groups.

Commissioned and directed photographic coverage of fashion, sports and news events on Campus and in the local community.

Over the past three years I have had images progress into:- Won the popular vote aspect of the L'Oreal "like your style" competition 2011.- The top 10 in the London region of the L'Oreal Mens Image in 2010.