Marcus Andrade Email & Phone Number

London Area, United Kingdom

London, England, United Kingdom

Supported IT Manager within this vintage clothing retailer with day-to-day operations and long-term strategic technical initiatives by enhancing technology landscapes, ensuring the effective management of infrastructure, servers, networking, and delivering first class application support. Played key role optimising IT systems while identifying, recommending, and implementing cutting-edge technology solutions.Key Achievements• Scoped and led crucial technology projects; harnessed ability to identify and implement innovative solutions.• Enhanced and maintained a robust IT infrastructure, ensuring the seamless operation of servers, networks, and virtualisation platforms.• Improved IT infrastructure performance and reliability having developed and maintained local networks.• Established and enforced robust security protocols, ensuring integrity and privacy of networks and internal systems.• Implemented backup and disaster recovery procedures to maintain data protection and business continuity.• Project managed hardware and software installations, configurations, upgrades, and updates while minimising downtime.• Provided responsive technical support across multiple time zones and countries, including the UK, Sweden, Finland, India, the USA, and Canada, ensuring high levels of end-user satisfaction.• Delivered user orientation and guidance on new software and computer equipment.• Offered critical off-hours and weekend support; maintained commitment to ensure uninterrupted IT services.

London, England, United Kingdom

IT Field Engineer (TUPE from Proximity London) | 03.2015 - 01.2020Delivered high-quality, customer-focused support to 3,000+ users (both in person and remotely); improved end-user experience by pioneering knowledge-sharing methodologies, diagnostic tools and creative processes to ensure resolution/escalation of critical issues. Coordinated configuration and support of PC desktops and laptops. Oversaw MS Azure Active Directory administration.Key achievements• Optimised client experiences by engaging with end-users to delineate requirements and facilitate effective change while acting as a key conduit for critical IT infrastructure issues, including hardware and software problem-solving.• Defined robust solutions for software issues to mitigate future performance concerns.• Oversaw user mailbox assignment, licensing, and administration on O365.• Setup and administered encryption, antivirus, VPN access and network monitoring on PCs and Macs.• Completed IT architecture reviews; maintained documentation of networking/security technology standards.• Project-managed deployment, management and troubleshooting of mobile devices (Airwatch MDM).• Played an integral role ensuring smooth and within-budget relocation of IT infrastructure to a new office.

London, England, United Kingdom

Desktop Support Analyst | 05.2004 - 03.2015Delivered critical support to 300 users while coordinating companywide implementations of new technologies. Tactfully and diplomatically managed, resolved and mitigated complaints while sympathetically engaging with unhappy end-users.Key achievements• IT Helpdesk management, Active Directory administration and SOX compliance reporting.• IT infrastructure upgrade and maintenance, backup and disaster recovery planning.• Informed key support framework decision-making having gathered and reported on performance insights.• Embedded a service improvement culture while proactively identifying and reporting on issue trends.• Planned, setup, tested and deployed remote support tools, Wi-Fi networks, and data storage.• Maximised software usability and resilience by advising on bug fixes and reactive maintenance.• Identified and implemented improvements to internal efficiency and the customer experience.

Novo Hamburgo, Rio Grande Do Sul, Brazil

IT Infrastructure Support and Optimisation | Network Administration | End-User Engagement Server Administration | Router and Switch Configuration | Technical Process Reengineering