Marcus R. Email & Phone Number

London, England, United Kingdom

Cisco Meraki is a cloud-managed IT company headquartered in San Francisco, California. Their products include wireless, switching, security, enterprise mobility management (EMM) and security cameras, all centrally managed from the web. Meraki was acquired by Cisco Systems in December 2012.Key Responsibilities: • Supported users as the Lead Engineer for the EMEA region troubleshooting Mac and Windows software/hardware or any other end user issues which included mobiles, audio/video or Peripheral problems• Provided remote support for Global Cisco Meraki users across the world in regions like the US, APJC and the EMEA region• Built and Shipped Laptop’s from the London office (Mac and Windows) to users in the EMEA Region using SCCM/Cisco Meraki Systems Manager• Onboarded new hires with an IT Induction every fortnight• Managed Projects using the Jira Scrum board, projects included assisting in the return to Office and assisting in implementing Jamf across the Mac’s in the company• Provided users with access to SaaS apps through OKTA • Worked with the US to implement IT services in the EMEA region such as Jamf and Code 42 backup solution• Responsible for Asset returns, Stock and Inventory management• Supported a G-Suite/Office 365 environment • As per Cisco’s rules a training block was provided to learn new technology and working methods• Assisted with IT Infrastructure support, provided technical assistance, expertise, and ‘smart hands’ to troubleshoot and maintain office services and Infrastructure• Monitored our internal ticketing system notifications for proactive responses, and communication of any outages or system downtime.• Created how-to guides and maintain documentation.

London, England, United Kingdom

NHS Property Services is a limited company owned by the Department of Health in the United Kingdom that took over the ownership of around 3,600 National Health Service (NHS) facilities in April 2013.Key Responsibilities: • Provided support for 1000+ users spread across the UK over the phone, email and our ticketing system Manage Engine• Supported users using Windows 7, Windows 10, TS Farm and Citrix platforms• Assisted in Projects such as implementing Microsoft teams across the business for the office users and frontline NHS Staff• Provided escalation for the Service Desk 1st Line engineers who could not resolve the issue at the first attempt• Supported an Exchange/Office 365 hybrid environment• Created New starters and Processed Leavers• Closed over 150 tickets a week on average• Ensured all supporting process, and documentation across the Service Management functions are maintained and adhered to without exception.• Worked within strict SLA's to provide users with a timely resolution• Proactively monitored sites to ensure uptime • Supported VIP stakeholders in a timely manner• Migrated and provided training to users who were migrated to Citrix from TS Farm

London

The Daily Mail is a British daily middle-market newspaper and news website published in London in a tabloid format.Key Responsibilities: • Provided onsite and remote support for over 2000 users which included DailyMail, MailOnline and Metro reporters across London, Sydney, New York and Las Vegas offices.• Used Zendesk to create and manage tickets.• Worked on technical investigations to solve ongoing issues such as network or desktop Issues• Lead the project for enabling 2FA enrolment for office 365• Was part of a team of 4 who upgraded all office machines from Windows 7 to Windows 10• Was responsible for training the new reporters on how to use the proprietary software which was used to create articles• Assisted in creating SCCM Images for machines • Became dedicated support for the Managing Editors office, the Publisher, editors and other VIPs.• Populated and developed IT Knowledge base• Travelled to VIP’s home users to setup machines including Mac’s and Windows in the coronavirus pandemic• Supported and troubleshooted both Windows and Mac machines• Used Jamf Pro to setup Mac’s with the company image• Setup and supported company laptops for users to work from home during the pandemic• Rolled out Splashtop Remote Access for the whole company so users can remote into office machines due to the coronavirus emergency• Provided out of hours remote support as part of a rota• Provided Slack admin duties

London

Product Madness is a leading social casino operator acquired by Aristocrat Key Responsibilities: • Setting up new users and providing IT Inductions for new starters• Single point of contact for end users needing support for over 200 users• Provided onsite support at the London HQ office and remote support for the Lviv, Minsk, Mumbai and San Francisco offices• Setup new office for one of the teams in London• Provided DevOps support where needed, which included looking after VM’s on vSphere• Worked on a project which required all MACs within the company had JAMF installed configured with Filevault• Provided support for the company supporting tools like GSuite, JIRA, Confluence and Crowd.• Implemented Okta SSO for the entire business

London, United Kingdom

Atomico is an international technology investment firm headquartered in London, with offices in Beijing, Istanbul, São Paulo, Stockholm and Tokyo. Its founder and CEO is Niklas Zennström, a serial entrepreneur who co-founded Skype and Kazaa.Key Responsibilities:• IT Engineer reporting to IT Director - Responsible for technical support to internal employees. Role is based in the New Bond Street office• Worked on a number of projects that included implementing policies on JAMF (Casper Suite) and cleaning up the IT Infrastructure.• Lead a project which involved migrating AO Docs to Google Teams Drive• Train members of staff when new technology / services were implemented• Provided IT Induction to new members of staff• Travelled to Partner’s houses to provide VIP support

London, United Kingdom

Circle IT is an award winning IT solutions provider that helps customers to use the latest technology solutions to achieve growth and reach their broader businesses goals and objectivesKey Responsibilities:• Based on site at Media company UKTV on a contract basis while Circle IT look for permanent members staff, Daily tasks include resolving help desk issues including troubleshooting hardware and software issues• Worked with a team of 4 supporting up to 500 users in one office• Provided exceptional customer service in person, via phone and email as appropriate• Worked on assigned projects which included a lot of MAC and Windows exposure, this included updating machines and dealing with key VIP users• Dealt with user walk-ups while prioritising my ticket queue and ensured they were closed within SLA.• Worked on creating and deploying images for Windows and MAC’s machines using Acronis and Casper Suite (JAMF)• Replaced backup tapes when needed and provided escalation for Junior Engineers on the Circle IT helpdesk• Provided support for UKTV’s broadcasting software What’s On, which is responsible for what is shown on Television• Was responsible for working with the Legal and Technology team to make sure UKTV is GDPR Compliant

London, United Kingdom

Silverbug offer continued 24 hour IT support and project manage new installations.Silverbug works both sides of the Atlantic with some of the biggest names in the world. Find out more about the business.Key Responsibilities:• Provided onsite support for clients across the UK and Europe, which included visits to Wolverhampton Wanderers football club for daily and match day cover visits.• Based in London, assisted on a number of projects for key clients in other countries• As part of the Professional services team, Responsibilities included onsite visits, implementing new technology and working on assigned projects with the Technical consultants.• Proactively dealing with onsite tickets • Assigned to be an escalation point onsite, if an engineer on the main helpdesk cannot solve a ticket remotely.• Documented any changes to a client’s infrastructure following a change in configuration or an upgrade/addition

Kentish Town

Correct Group provide expert outsourced IT support services to businesses throughout London, the UK and Internationally. Whether you need an IT helpdesk to support your network of computer users or onsite visits to maintain your systems.Key Responsibilities:• Provided telephonic support from the helpdesk of over 100 clients ranging between 10 to 100 users• Was given a number of customers to Account manage• Assisted in projects which included upgrades and email migrations to Office 365 and New server installations• Had weekly site visits which involved traveling to customer sites to help with installs, deployment, and troubleshooting issues• Responsible for being the onsite engineer on standby if needed to go a client in case of an emergency.• Used software such as Teamviewer and Logmein123 remote software to assist customers• Escalation point for First and Second line Engineers• Watchguard Firewall Administration• Supported both Windows and Mac desktop and Server environments

Paddington

TECHNOLOGY MADE SIMPLE!TruOFFICE is a leading supplier of IT Support and Services based in London. We partner with small, medium and large businesses throughout the UK and our solutions help our clients to improve their performance and productivity while reducing their costs.Key Responsibilities:- Provide remote and onsite support - Active Directory and Office 365 support and administration- Installation of new equipment- Upkeep of client’s PC’s and Servers, ensuring that all are up to date with : Windows/Office Service Packs, Antiviral Updates and Firewall Security enforced- To maintain TruOFFICE’s Remote Management and Monitoring tool (currently Centrastage) to ensure that all devices are up to date and managed to the highest standards -Upkeep of client information and equipment configuration in Microsoft Dynamics CRM.-Day to day liaison and communications with customers offering a pro-active support offering.-Offering constructive enhancements to the way TRU Office runs its business. -Manage a helpdesk of over 300 users, remotely or onsite.

Blackfriars

Business Development ExecutiveProgressive Digital Media Group• Working on the sale of Digital Marketing campaigns to a wide variety of clients. • This role has enabled me to develop my knowledge of Digital Marketing; and the best way to sell, run and deliver performance measured campaigns.• Continually succeeding all KPI’s and Sales Targets; as well as working alongside my clients to deliver the most responsive marketing campaign.• Developing and implementing new business development opportunities.• Running campaigns within both the business and consumer sectors throughout the UK.• Specializing in email marketing, data supplying and lead generation.• As a Sales executive, my primary focus is on developing new business, but I believe it is always important to maintain and progress relationships with all clients.• During my time at Progressive, I worked closely with the Affiliate Future team where I have been able to broaden my understanding of the Digital Marketing industry; and get a very strong understanding of the processes involved in selling an affiliate program. •

Hammersmith

• Updating sales databases• Proficient use of all MS Office 2007 packages.• Calling clients and cold calling businesses for leads.• Data cleansing which involved data manipulation and organization. • Screening and selecting clients.• Investigated leads with resulting in a high degree of success.

Level 2 Itq Diploma Including Key Skills & It Professional Apprenticeship

Level 2 ITQ Diploma including Key Skills • Microsoft Word 2003/2010 • Microsoft Excel 2003/2010 • Microsoft PowerPoint 2003/2010 •.

Education record

A - C's in GCSE's English , Mathetics, Science , Food Technology