Mike Mcgowan Email & Phone Number

London, England, United Kingdom

Running the internal Service Desk function for a large IT consultancy, with a focus not only on maintaining/improving service levels across the team but also working to ensure certification compliance for various ISO2700x standards and Cyber Essentials Plus.

London, England, United Kingdom

Running a busy Help Desk function (non-ITIL) in one of the world's most famous and prestigious institutions and one of the United Kingdom's busiest tourist attractions, supporting staff both locally and around the world, ensuring that they are able to access and use the museum's systems with minimal problems.The role entailed full line management responsibility for 5 Service Desk staff, including resource structuring, activity reporting and appraisal/development monitoring and constant liaison with other teams within a large IS department comprising multiple teams covering Applications management, Development, Infrastructure and Project Management.Technologies in use in this mixed on-prem/cloud environment include Active Directory, Azure, Entra, FreshService, InTune, Microsoft 365, MiCollab/Mitel Telephony and SCCM as well as Poly bar and Owl video-conferencing units.

London, England, United Kingdom

Running a busy Service Desk function in one of London's longest-established educational institutions. This role entailed liaising with staff, students and external suppliers, handling the logistics of people and resource management across multiple sites in London.

London, United Kingdom

At Sound Performance I am the sole technical operative on-site and my role involves every aspect of support and infrastructure management for the London and New York offices. On a daily basis I'm negotiating with vendors for support contracts and new services, resolving technical issues and generally ensuring the well-being of SP's technical systems.

London, United Kingdom

I manage all of Home's IT systems by working closely with our external support partner to ensure issues are dealt with in a timely manner, providing technical support and solutions across the company on a range of systems. During the past 6 years I've driven changes within IT security across the company as we move towards GDPR compliance, have helped to streamline many functions within the IT and Information teams, have accelerated the move towards a cloud environment giving the company both long-term cost savings with greater system accessibility and resiliency and provided the in-depth technical knowledge to drive developments in both our internal systems infrastructure, our mobile and landline communications and support functions for the operational side of the business.

London, United Kingdom

- First point of contact for all internal systems errors and usually first point of resolution - Successfully implemented GPS tracking initiative across Operations teams boosting performance - Responsible for key system reporting services related to resource management across the company

London Bridge

- Part of the team responsible for ensuring data integrity and resolving database issues - Helped to define and implement new processes for data handling within the company - Introduced initiatives to reduce data handling errors resulting in a drop in issues of more than 50% company-wide in the first few months and by more than 98% over the course of the next 5 years

Richmond, Surrey

- Provided internal and external IT support for E-Box staff members and to E-Box clients - Travelled to client sites providing E-Box systems training

London, United Kingdom

- Travelled extensively around Europe - Spent time researching the Shakespeare authorship issue towards the publication of an academic work on the subject

London

- Various short-term contracts for smaller organisations and private individuals - Covered multiple areas including IT support, IT training, process documentation, project management, technical liaison, bespoke development, system analysis, systems consulting, penetration testing and IT auditing- Gained ITIL v3 Foundation certification

London, United Kingdom

- Support consultant providing 1st/2nd/3rd line support across the institution both to staff internally and to visiting members from around the world.

London, United Kingdom

- Originally contracted to provide 1st/2nd/3rd line support across the agency for 3 months - Accepted permanent role in the support team providing critical infrastructure support - Restructured internal helpdesk and SLAs and sourced and implemented new call logging system - Documented internal systems, redefined security processes and implemented security auditing - Wrote and delivered all internal technical training courses throughout the agency - Promoted to Systems Development team - Lead on Home Working initiative providing setup/training/support for staff all levels

London

- 1st/2nd/3rd-line support for multiple clients - Became onsite support/project management consultant for Institution of Mechanical Engineers - Became HEED's Helpdesk Manager formalising procedures for all support issues - Became PC Medics Corporate Helpdesk Manager when taken over by PC Medics in late 2000 - Restructured PC Medics helpdesk, defining processes, procedures, SLAs - Sourced and implemented new call logging system and oversaw handover to Nexus Management during merger in 2002

Wembley

- Originally hired to oversee server migrations from Novell Netware to Microsoft Windows - Provided 3rd-line support and infrastructure expertise - Retained to provide higher-end solutions across helpdesk environment - Mentored helpdesk staff, providing guidance, procedures and processes to meet existing SLAs

Marylebone

- 3 month contract providing rapid-response technical support specifically to the trading teams, covering all aspects of IT environment at 1st/2nd/3rd-line levels including trading desks, PCs, newsfeeds, printers and servers

London Wall

- Returned to Chase as one of the senior support consultants - Provided expertise across desktops/servers/networking and software issues - Mentored more junior members of the team providing both formal and informal training - Provided ad hoc development services to various teams around the bank covering both systems aspects (e.g. custom Windows lockscreen featuring 'Sticky Notes Messages', network connectivity notification app and network info display application) and also development principles knowledge for in-house trading developers

Fleet Street

- Initially 1 month cover providing 1st/2nd/3rd line support across all areas to staff at all levels - Particular responsibility for in-house Document Management system - Joined internal Mail team providing Internet Gateway Management training and documentation for other team members and developed various bespoke utilities to assist with maintenance of the TFS Gateway systems

- 3 month contract designing and implementing a borough-wide email solution for the council's "Early Years" teams located in various sites across Lewisham

London Wall

- 1st/2nd/3rd-line support covering both hardware and software for all internal systems across the bank's 3 London sites

Finsbury Circus

- Specifically hired by Bank of Tokyo as part of a new helpdesk initiative - Became first point of contact for all technical issues and usually first point of problem resolution - Instrumental in the development of a bespoke call-logging system and the setup of formal helpdesk during merger with Mitsubishi Bank

Broadway House, Petty France

- 3 separate consecutive contracts working on projects for different teams at LT's headquarters - Provided Novell Netware expertise and networking knowledge to improve network infrastructure - Produced several technical evaluation documents and assisted in the migration from Lotus productivity products to the Microsoft Office suite

Hertfordshire County Council

- General 1st/2nd/3rd-line support covering Windows desktops, networking and software issues

Wembley

- Senior support analyst covering internal IT systems across the borough - Specced/built/maintained large elements of the Netware/cc:Mail/MS Office infrastructure - Primarily responsible for support at main council buildings and satellite sites except Town Hall - Internal secondment for 3 months to Social Services project team to create and roll out custom desktop environment and custom application suite to all members of Social Services department