Michael W. Email & Phone Number

Stanmore, England, United Kingdom

London, England, United Kingdom

Nine Elms, SW8, London, United Kingdom

• Support day-to-day IT operations across all site functions; including Laboratory, Specimen Reception, Executives, Doctors, Largest Phlebotomy/Pharmacy network in the UK and shop operations.
• Working on various projects for the business including cost efficiency/analysis, process documentation, business efficiency, Cyber Essentials accreditation, SOPHOS email & web filtering implementation and introducing a.
• Managing ZOHO ManageEngine Service Desk Plus and implementing a ITIL framework within it tailored for the business for service requests, incidents, solutions and asset management.
• Performing maintenance on site servers, providing user administration for 2 LIMS systems during a transition phase.
• Responsible for AD/O365 management and Salto KS door access systems.
• User administration on all business applications including CapsuleCRM, ZenDesk Talk & Chat, Exclaimer Cloud Signature, PaperCut, RingCentral, Slack, Q-Pulse and internally developed systems.

London Heathrow Airport, England, United Kingdom

• Working with Cignpost Diagnostics which through ExpressTest is the leading and largest test provider in the UK to help with the global recovery of the Covid-19 pandemic.
• Based at Heathrow Airport which provides rapid screening facilities across all terminals.
• Maintaining excellent principles of infection control precautions across sample collection areas while adhering to hygiene, PPE and NHS standards.
• Support day-to-day operations across all site functions; including sample packaging, customer queries, Salesforce admin and stock management.

Remote Working / London Based

• Small IT project work for private clients.

London, United Kingdom

• Assisting with the knowledge transfer of legacy Novae applications to the Accenture and WIPRO support teams in AXIS.
• Responsible for resolving application support issues escalated to the legacy Novae team after the decommission of the Novae IT Service Desk.
• Providing all JML admin for Novae accounts, this includes O365, exchange administration and creating Novae Active Directory accounts for AXIS users who required Novae services.
• Migrating user mailboxes from on-prem Exchange 2013 to O365.
• Assigning Microsoft licenses and permissions within Dynamics
• Working with the AXIS Service Desk Lead with complaints regarding response times and how this can be improved for transitioned Novae users in the future.

• Responsible for the management, escalation and resolution of all incidents, and standard Requests for Change reported to the Service Desk which may involve coordinating resources from all areas of IT.
• Acting as Incident Manager who would monitor incidents due to breach the SLA and work with the assigned Technician to get this updated or closed.
• Responsible for the achievement of excellent customer service and support across the IT Service Desk function.
• Regularly review the effectiveness of the Service Desk performance, in line with agreed SLA and KPI targets.
• Following up all negative customer satisfaction surveys with business users.
• Looking for trends in raised incidents and taking action when necessary.

• Provide 1st/2nd Line IT support to business users based internally, Lloyd’s of London and remote users using Citrix Director.
• Ensuring assets are kept accurate in the CMDB.
• Visiting the Zurich office monthly for onsite support.
• Manage requests and incidents to ensure they do not breach the agreed SLA.
• Following monthly/quarterly reviews to ensure procedures have been followed and to make sure we do not fail any audit points.
• Ensuring documentation is relevant and kept up-to-date.

• I started my career in I.T. at Transputec Computers originally working in a small team building desktop, servers and installing software/operating systems. I progressed my career to working on the I.T. Service Desk.
• Building server and desktops
• Imaging using Symantec Ghost and SCCM
• Creating active directory and Exchange 2007 accounts.
• Provide 1st and 2nd Line support to the business and to a major construction company and MOJ.
• Providing backfill IT support to clients in regional offices.

Level 3 Btec National Diploma It Practitioners (Software Development), Information Technology, Distinction Distinction Merit

5 Gcse'S A - C In Science (Double Award), Maths, Business Studies And Geography