Mo Kennedy Email & Phone Number

Slough, Gb

Chiswick, London

Greenford

• Installation of company laptops using SCCM for the main Ferrero image.• Installation of 3rd party vendor software – varies by department.• Ensure all calls are logged in the local HelpDesk tracking software.• Provide 1st, 2nd and 3rd line Hardware and Software support for all systems used by Ferrero in the UK.• Troubleshooting and updating all industry specific software• Leading the IT induction services to new starters Deploying the company’s iPhone’s using SAP Afaria MDM• Became the Technical “Go To” person for VC and AV system questions / deployments using Cisco VC Equipment (i.e SX10,20 and 80 Equipment) • Worked with SCCM Lead for improvements to builds, to ensure user base machines are reliable and consistent. • Go to person for AV issues with Crestron, Kramer Switches, Extron 1608) • Monitoring and supporting the Veeam backup solution, Server Utilisation, and VMWare solution, including emergency patching of servers where needed. • Working with 3rd Party suppliers for issues with Veeam / VMWare problems, Mobile Phone Providers, HP / Apple, and suppliers for peripherals etc. • Supporting Retail Stores using IPad’s with Office 365• Ad hoc IT specific requests. • Supporting the MD and PA of Ferrero UK, and ensuring any queries / problems are investigated and resolved as quickly as possible. • Working closely with O2 to ensure our contracts are setup in the best way / value for money, and to allow the users to work with minimal problems (i.e working abroad) • Full responsibility of the Ferrero UK Flagship Shopper Experience Room, including 2 x Sony 4K projectors. Room is required to have 95% uptime minimum. Lead the project on delivering an upgrade to the system including redundancy, and installation of more AV hardware / systems to allow ease of use for the end user. Working with 3rd Party Suppliers to ensure Support contracts with SLA’s / preventative maintenance schedules are setup to allow stability / reliability of this complex system.

Maidenhead, Berkshire

• Supporting the European Windows and Mac desktop community.(1000+ users est.) • Diagnosing and troubleshooting computer and general network issues.• Providing support for field personnel remote communications and connectivity issues.• Visit on-site store locations to locate, evaluate, optimised and restore productivity to word force.• Supported the ‘Goodwood Festival of Speed’ event, enabled Product Specialists to collect leads via iPads’ and deploy information directly to SalesForce system for data capture.• Also set up live video feed to Tesla stands, plus other video collateral being used on site.• Created key ‘crash plan’ flows for emergency I.T occurrence. • Organised and prioritised workflows and to meet established timeframes of business needs.• Lead role for Maidenhead Head Quarters closure, assisted with closure of location from an I.T. view. Moved equipment from network room, assisted on site staff to move from current location to new office.• Established functioning working environment in temporary office for employees. Integrated key business systems to function in non-Tesla environment.• Developed relationships with key business partners to insure resources to employees and sites are delivered in an acceptable time frame• Create previously missing documentation for maintenance of iCloud, iTunes and other Apple framework being used by Tesla.• Maintained updated knowledge of procedures, products and activities of assigned area for further development of staff and business needs.• Communicated effectively both orally and in writing and to establish and maintain cooperative working relationships.• Was main ‘go to’ contact for Senior Management with I.T related issues/questions. (Country Director, EU Finance Director, Senior Marketing Managers)• Maintained confidentially with embargo and business sensitive information during new product releases.

Slough, United Kingdom

• Pilot test applications for migration between Windows XP and Windows 7.• Manage the Local Application teams across EU sites, to test all apps for Win 7.• Become an escalation point for all technical issues, regarding migration and application problems (EU wide).• Guide the migration team, in providing the best practises to give the (WOW) experience to the Mars users. • Help to provide technical solutions to the overall Windows 7 look and feel.• Contribute to technical meetings for EUT (End User Technologies).• Work to tight deadlines and escalate any problems to management. • Support packaging teams, and work to provide and update the software portfolio. • Manage best practises for Starters and Leavers and work with teams for Mobility systems i.e (IPad’s, IPhones, Windows Mobile)• Test and document issues observed in MobileIron, and work closely with Service Desk to improve the overall experience for users at Mars. • Work closely with the Business Partnership team, and help to find technical solutions to bespoke applications, which are key for the day-to-day running of the business. • Deliver a proactive response to all problems, and work with various teams across Mars to find appropriate solutions. • Provide guidance in ways to reduce costs in the overall spending of applications, mobility solutions, and using 3rd party tools to demonstrate their uses. Liaise with 3rd party vendors, and work together to provide solutions and upgrades to key Business critical systems.

Looking after the day to day support of Hitachi Europe and associated companiesManaging and taking responsibility of my own and the desktop support queues. Providing 2nd and 3rd line support and working closely with the infrastructure teamAdministration on BES server 5 and firmware testing before deploying to device levelHelp design, plan and implement the change from Win XP to Win 7 for approx 350 computer and provide the end user with some basic training on using Win 7 and Office 2010 Administered the Win 7 local backup solution, and ensured that daily backups were successful for UK and European teams Managed a team of 2 people with the Win 7 project, and helped to ensure the smooth transition and accuracy of the upgrade, which was pushed to our European teams Provided suggestions for follow me printing and new wifi systems, which were implemented into the company.Supported RSA system with checkpoint secure vpn client for keyfobs, and blackberry'sProvided hardware support to HP and Lenovo desktop's and laptop's, with support on Ipad and Iphone devices.Comms cabinet patching and switch administration. Support on bespoke applications running from JapanHelp support various dept needs with testing of applications for projectors, finger print readers etcWorked in a team to help design and improve the build processes, with driver testing and deploying builds via Microsoft SCCM 2007Microsoft Windows Server 2008, Active Directory, Microsoft Exchange 2007 support and Administration. Delivered a proactive response to problems and worked closely with various teams to deliver a quick and efficient service to our customers

Working on client sites to support their needs.Managing and Handling a call queue to ensure work is completed within its SLA.Implementing upgrades to software / hardware once approved through change management.Diagnosing and problem solving user's issues within Windows platforms. Hardware / Software.Helping to spot trends where failure may occur in a Terminal Services environment. Providing 2nd and some 3rd line support where needed for the customer. Develop documents for our knowledge base to support our colleagues, and present to the customer, new proposals to system changes / upgrades.Working on builds for Laptops, Desktops and advising customer and management if new hardware is required with recommendations. Working closely and being a 1st point of contact for any blackberry issues within our clients. Worked in an ITIL environment. Technologies used: Windows XP, Windows 7, Outlook 2003, Outlook 2007, Office 2003 / 2007, Windows Server 2003 / 2008, Microsoft Exchange 5.5 / 2007. Sun Servers / Terminal Services, Sun Global Desktop 3G Connectivity for Home Working and WIFI Cisco AP Support, Active Directory, Equitrac Follow Me Printing, Desktop and Laptop Building through Ghost and PXE boot, Blackberry Enterprise Server, PDA Configurations, Cisco VPN Client, Monitoring tools through SNMPc Program, Symantec Backup Exec and Tape Drive configurations, Olympus Dictation Device Setup and Configure, Hardware Support of Laptop and P.C's by HP, Dell, Sony, Apple, Symprex Signature Manager, Cisco LAN and Telephony. HP and Sharp Printer Diagnosis and Troubleshoot, McAfee Endpoint Encryption, Working within the Service Centre and Onsite with various clients. Worked alongside the Asset Manager of our clients to make sure Assets of Laptops, Desktops, Blackberries etc were all recorded and marked.

Providing hardware support on Printers, Servers, Desktops and Laptops Diagnosis and resolution of technical problems in hardware and software.Ensuring that agreed SLA's are followed through. Delivering resolutions to issues as required on or off customer sites. Providing support in 1st and 2nd line support where needed for the customer. Commission, installation and configuration of new and used hardware to customer's requirements.Technologies Used: Worked in an ITIL Environment, Windows Server 2003, Active Directory, Exchange 5.5, Windows Vista, XP, 2000, Outlook 2003, Office 2003, Lotus Notes, Laptop and Desktop builds with Ghost, Hardware Support and Training on Toshiba, Sony, HP, Lenovo, Dell, Fujitsu Siemens, HP printer repair and Diagnosis. Working at the company workshop and onsite at client sites when required for 2nd line support.

Providing 1st and 2nd line support to over 30,000 users nationally, the role required high level of problem solving and providing telephone support to over 30,000 users on various software desktop applications. Diagnosis and resolution of technical problems in a busy demanding environment ensuring that all support calls are logged, tracked, escalated and resolved.Ensuring that agreed service levels are maintained.Involved in operating system services, connectivity and distributed systems trouble-shooting, implementation and the handling of service queries.PC connectivity, with knowledge of WAN and LAN configurations.Commission, installation and configuration of Hardware and their associated softwareTechnologies Used: Worked in an ITIL environment, Windows Server 2000 / 2003, Active Directory, Outlook 2000 / 2003. Windows NT / 2000 / XP, Office 2000 / 2003, Novell IManager, Terminal Services, Citrix, HP Openview Service Desk, Siebel, SAP, Cisco VPN Client, Laptop and Desktop Builds with Ghost, Blackberry and PDA Support and Configurations. Bespoke Support of applications designed and made for the AA and British Gas.

Installation, configuration of technical and networking software products on a range of Windows platforms and associated architectureResponsible for testing and deployment onto new and existing P.C's.Responsible for the internal network administration and software maintenance.Managed all PC connectivity, with knowledge of WAN and LAN configurations which included the Commission, installation and configuration of Hardware and their associated software in the UK OfficeActively involved in staff training on various applications and systems maintenance.Provision of user support for the network and its day to day administration.Managing the needs of further development and training, outlining future recommendations and possible implementations of the use of IT within the organisation.Technologies used: Windows 2000 / XP, Windows Server 2003, Active Directory, LAN Connectivity through Patch Panels etc, Laptop and Desktop Builds through Ghost and PXE Boot, Helping train users in packages and how to questions, Monitoring server usage and proactive support of the systems.

Bsc, Information Systems, 2:2

Hnd, Business Computer, Merit

Btec National Diploma, Electrical / Electronic And Mechanical Engineering, Merit

Btec First Diploma, Electrical / Electronic And Mechanical Engineering, Merit