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 JML (Joiners, Movers & Leavers) process.• 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.• Working with third party support vendors with application support requests.• Introducing a traffic light comms system for service downtime, maintenance and hot topics.

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.• Assisted with the decommission of 21 Lombard Street, 71 Fenchurch Street and Plantation Place South offices.• Creating ServiceNow dashboards and charts to allow the Novae legacy teams to better manage incident and request queues.

• 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.• Manage, maintain and monitor processes, procedures and develop and maintain the knowledgebase for the Service Desk.• Oversee the JML (Joiners, Movers & Leavers) process in line with HR processes and where applicable apply changes where necessary for continued development.• Manage all business communication effectively, including planned/unplanned disruption of services, Hot Topics to increase awareness and education.• Working with the AXIS Integration Management Office to help facilitate requests for system access from either company during Day 1, Day 1.5 and Day 2.• Attend service review meetings with company mobile and AV vendors to raise any concerns.• Working with infrastructure and Technical Analysts to close incidents and provide the Service Desk with the knowledge they need to resolve those incidents next time rather than escalating.• Assisting Service Desk Analysts with 1st/2nd line support when workloads are high, or where additional experience is required.• Assign roles/permissions within ServiceNow.• Maintaining the CMDB database including entering all new purchases into ServiceNow. • Working with Vodafone Corporate Online to order company equipment and to port in/out mobile numbers where 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.• Proactively monitor ServiceNow/mailbox and assign an SLA based on priority and urgency.• Server Administration – AD, Exchange 2007/2013, Office 365, BES Admin, GOOD for Enterprise, Symantec Enterprise Vault, Symantec PGP Encryption, RSA, McAfee EPO Console, Bit9, Websense Triton and SCCM.• JML admin in Conductor, Boardvantage, IRIS, Swordfish, Riskwrite, ELGAR, ECF/IMR, IRAS, Albacs-IP, Sharefile, VersionOne, SUN Systems, EBIX, PPL, MMT and QA Vision.• JML admin on AVAYA cloud telephone system, this included creating user extensions, managing incoming call routes and creating hot buttons.• Working with the Project team to migrate end users from Windows XP/Office 2007 to Windows 7/Office 365.• Working with the Finance Lead to make adjustments to the invoice approval routes on VersionOne.• Migrating end users from Windows XP desktops to IGEL thin clients running Windows 7 via Citrix.• Provide access to O365 by assigning licenses to users and setting up business groups/permissions within Dynamics for the Delegated Underwriting Authority team. • User administration of the Gifts & Hospitality Sharepoint site – This involved providing user assistance when workflows were paused and adjusting company limits in line with compliance department.• Manage daily and month end backups using Symantec Back-Up Exec 2007.• Manage network patching including computers, desk phones and performing desk moves.• Managing access rights to network shares and working with third party vendors.

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 providing support to in-house users and offsite support to BAM Construction UK and the MOJ.• 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.• Handling desktop and network issues and escalating to third party vendors if required.• Data recovery• Blackberry/BES Support• Repairing computers including Re-installing Windows, Virus removal and clean-ups.• Desktop Specialist services offered to the Ministry of Justice at SC clearance level – configuring and installing desktops and laptops both at primary locations in London and nationwide, part of a team that rolled out Windows Vista and set up various offices.• Desktop rollout of Windows 7 over a year for a construction company, involving building the new equipment, migrating the user’s data and installing any required software. This required visiting various site locations for the construction company across London, Western and the South East.

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