Michael Mcdonagh Email & Phone Number

• Closing over 60 tickets & requests daily.• Keeping track of physical stock & logging data into ServiceNow.• Performing monthly stock audits as well as the damaged & old hardware recycle.• Providing users with accessories & necessary advice regarding those.• Keeping up to date with stock processes & KBs.• Ensuring SLAs are kept for user’s requests as well as internal projects.• Performed quarterly CMDB clean-up & quarterly hardware refresh.• Communicating across the… Show more • Closing over 60 tickets & requests daily.• Keeping track of physical stock & logging data into ServiceNow.• Performing monthly stock audits as well as the damaged & old hardware recycle.• Providing users with accessories & necessary advice regarding those.• Keeping up to date with stock processes & KBs.• Ensuring SLAs are kept for user’s requests as well as internal projects.• Performed quarterly CMDB clean-up & quarterly hardware refresh.• Communicating across the enabling department necessary info regarding assets or changes in our department.• Working within a team environment to ensure a smooth asset management process. Show less

London, England, United Kingdom

• Azure/AD/Intune for relevant requests.• First & Second line support as well as remote sessions with users - Escalating issues to third line when applicable.• Building & profiling laptops, break-fix as well as new laptops.• Keeping track of inventory & maintaining inventory levels via ServiceNow.AV support with over 20 meetings rooms managed internally Clevertouch screens/Logitech/Yealink conference devices.

• Day to day use of Salesforce & Support force CRM for tickets & data logging.• Keeping track of mobile assets via Excel linked to Salesforce.• Mobile connections, ports/transfers, disconnections, adhering to company mobile policy.• Manage device inventory, inclusive of inventory management & disposal preparation.• Documenting case status while providing updates to management & end-users.• Develop, document & maintain standard operating procedures, best practices & customer… Show more • Day to day use of Salesforce & Support force CRM for tickets & data logging.• Keeping track of mobile assets via Excel linked to Salesforce.• Mobile connections, ports/transfers, disconnections, adhering to company mobile policy.• Manage device inventory, inclusive of inventory management & disposal preparation.• Documenting case status while providing updates to management & end-users.• Develop, document & maintain standard operating procedures, best practices & customer service guidelines. Show less

8-12 New Bridge Road, Blackfriars

• Creating & implementing an Azure AD environment.• Microsoft/Office troubleshooting.• Using Jira to roadmap project progress.• Creating & maintaining a list of IT equipment list across the organisation.• Exposure to Salesforce CRM system & Salesforce training.• Procuring a desk logging system as well as a new telecoms solution.

8 Salisbury Court, Blackfriars

• Resolving customer issues regarding their telephony, IT services & mobile phone queries.• Over 3 years of customer support, face-to-face, email & over the phone.• Ticket logging & fault escalation with networks such as BT & Gamma.• Focus on customer satisfaction & fast response times based on company SLAs.• Support sales with creating proposals & contacting customers.

London, United Kingdom

• User requests regarding issues at their workspace or general area (changing lights, fuses etc.)• Maintenance of the building's floors (Heating, lighting, cooling)• Daily/weekly/monthly runs of the building making sure smooth operation.