Currently, I have the privilege of leading the Global L1 triaging teams across Europe, the UK, and Canada, where we excel in incident and request resolution, including AV support. My role involves cultivating strong partnerships with L2 and L3 teams to ensure smooth ticket transitions and promoting a culture of empowerment and continuous learning within our team.Furthermore, I play an active role in contributing to ongoing Enterprise IT initiatives, collaborating closely with EIT Management to align our efforts with the company's vision. Notable projects include office refurbishments, disaster recovery initiatives, and implementing shift-left methodologies, all with a steadfast commitment to achieving ICT excellence.Through these endeavours, my aim is to drive efficiency, collaboration, and innovation throughout our organisation, ultimately contributing to our collective success.

As the driving force behind our group's ICT Support team, I crafted and executed a comprehensive strategy spanning multiple UK locations. With precision, I ensured seamless desktop support services, positioning our team as a vital link between clients and ICT functions. As the frontline representatives of our department, we adeptly managed support requests from inception to resolution, guaranteeing client satisfaction and operational efficiency.Notably, during the challenging era of Covid-19, I led the deployment of remote working solutions for our workforce and ensured uninterrupted support amid continually evolving operational landscapes.Aligned with company vision, I managed a dispersed team, nurturing their growth and integrating ICT apprentices, thereby fostering their development while bolstering the company's talent pipeline. Collaborating with ICT leadership, I orchestrated budgetary planning, scrutinising purchases and optimising vendor engagements for peak performance.In tandem with my professional responsibilities, I successfully completed a BA in Management Practice with First-Class Honours at Teesside University. This accomplishment underscored my ability to deftly balance the demands of company workload with academic pursuits, ensuring the seamless operation of our department while nurturing personal growth.Furthermore, my role encompassed comprehensive project and change management duties, leveraging my qualifications in ITIL V3 and Prince 2 Project Management (Foundation) to drive successful outcomes. Whether steering projects towards fruition or navigating complex changes, I remained steadfast in upholding best practices and delivering tangible results.

In my capacity as the ICT Support Team Leader, I assumed responsibility for the day-to-day management, service delivery, and development of our company's support team, overseeing projects as required. I maintained and exceeded standards for systems, SLAs, TPIs, OLAs, KPIs, policies, and procedures, aligning them with evolving business needs to ensure departmental success. My primary focus was on ensuring a high level of safety and the availability and reliability of both ICT services and the team, achieved through meticulous provision of diverse ICT services and effective leadership.I played a pivotal role as our company's ICT estate expanded significantly due to an asset buyout project. Managing an extensive budget, I employed strategic budgetary and communication methods critical for project success. Daily interactions with contractors, suppliers, and procurement honed my experience, facilitating the smooth execution of a 250-desktop rollout alongside specialised software and printing estate enhancements.Subsequently, in 2017, I navigated another phase of significant expansion, overseeing the integration of a large-scale site comprising over 270 desktop assets. Collaborating closely with the Head of ICT, I contributed to meetings, communications, and planning while spearheading several vital workstreams critical to project success.

As the Senior ICT Support Specialist, I played a pivotal role in ensuring the seamless operation of the ICT helpdesk on a day-to-day basis, prioritising adherence to business and legislative standards. This encompassed maintaining a high level of safety, availability, and reliability for ICT support across diverse geographical sites in the UK and MENA regions, aligning with organisational goals.My responsibilities included preparing, installing, maintaining, and testing networks, hardware, and software across multiple sites, while managing site asset inventory meticulously. I ensured full ISO 9001 compliance for the ICT department and provided timely resolutions to helpdesk calls via various channels, addressing issues ranging from 1st to 3rd line, both remotely and through site visits.Managing the company's mobile communications contract, which held significant value, was another crucial aspect of my role. I also played a vital role in the ICT callout rota, ensuring 24/7 support availability throughout the year.Noteworthy project contributions during my tenure include:* Implementation of a trading floor with full off-site replication, disaster recovery options, and emergency power systems, ensuring uninterrupted 24/7 operational trading on Power and Gas markets.* Integration and mobilisation of UK-based isolated sites and a Middle East Office into the business, achieving full ICT accessibility within a stringent timeline of 60 days, including on-site visits.* Successful migration of a 24/7 operational site's domain, involving 100 assets, from a client to our company's infrastructure.* Deployment of a wireless network to shipping vessels within a port environment, enabling critical onshore Gas Information and telecommunications utilisation during product discharge operations.

Starting as an ICT Undergraduate at px and advancing to an ICT Graduate while pursuing my university studies provided invaluable experience that shaped my professional journey. Working within a diverse ICT team, I honed my interpersonal skills while delivering accurate and timely administrative support. My focus centred on providing 1st to 3rd line support, allowing me to deepen my knowledge and apply my skills in a real-world setting.Throughout this period, I actively pursued personal goals, engaging in project work and strategic activities involving planning, preparation, and management. These experiences not only enriched my professional development but also paved the way for my progression to the role of Senior ICT Support Specialist.

Working with the Events Management Team, my primary responsibility is to ensure the smooth, safe, and effective execution of various events under the guidance of Event Managers. This encompasses a range of duties, including providing event PA and light configuration, implementing crowd control measures, and ensuring overall safety.The events I assist with are diverse and include large-scale gatherings such as summer festivals with attendance exceeding 25,000 people, iconic events like the Great North Run, as well as traditional celebrations such as bonfire displays, remembrance services, and Christmas events. Through diligent support and coordination, I contribute to the successful realisation of these community-centred occasions, ensuring memorable experiences for all attendees while prioritising safety and efficiency.