IBM IT Service Desk Manager based onsite at WPP media agency MEC conforming to strict ITIL framework. Promoted shortly after joining IBM as a Senior 2nd Line IT Service Desk Engineer to Service Desk Manger; accountable for managing a team of 7 analyst staff to provide high quality IT support to a strict SLA for a large user base in a demanding, fast paced environment. My personal experience of working in junior areas of the Service Desk environment (Helpdesk Deskside/2nd Line) has assisted me greatly in the management of my own Service Desk team at GroupM and has ensured I am still very much involved with technical projects and seen as a final point of escalation.

I started in GroupM as work experience and was employed as a 2nd line service desk engineer after three months. My duties include:• I currently provide support to ten sites across the UK consisting of over 4000 users onsite and remotely.• PC configuration and installation, and hardware support for Lenovo desktops and laptops.• Active Directory and Exchange administration including creating accounts and permissions groups.• Using Tactical provisioning as an online interface to Active Directory and Exchange.• Blackberry Desktop Manager support and Enterprise Server administration.• Supporting Microsoft Office 2007/2010/2013 and Office 365 applications.• Supporting various Media applications such as DDS, MMS, Digi Guide etc.• Installing, configuring and providing support for Lotus Notes 8.5 including administrating accounts on the domino server.• Providing basic server support for file, print, DDS and Lotus Domino servers.• Dealing with Virus alerts from Sophos and Symantec AntiVirus.• Using Sophos safeguard enterprise encryption to encrypt end users PCs hard drives.• Maintaining patch panels including patching and un-patching of extensions.• Using LANDesk for remote support, reporting and software deployment.• Configuring VOIP phones and voicemail accounts and creating softphones accounts in Cisco Provisioning manager.• Setting up audio and visual equipment for meetings.• While working at GroupM I also used the call logging system known as ITSM where I was tickets and where I closed tickets and from 2013 we have now move onto Service-Now.• Imaging PCs with Symantec software on Windows Server installed to Ghost the Group M image onto laptops and desktops and imaging PCs via LANDesk imaging.• Naming desktops and laptops and adding them to the domain using Windows Server 2010.• Acting as team leader in the absence of the site manager.

• Working as a customer services advisor dealing with up to 200 customers a day face to face and over the phone responding to enquiries and information requests• Working within a team of 6 ensuring effective time management and prioritisation of tasks• Responsible for ensuring all stock levels were accurate at all times to avoid running out of any stock lines ensuring attention to detail at all times.• Other duties included balancing the safe at the beginning and end of a shift• Flexibility was essential as I was often required to work shift patterns sometimes at short notice.

• Working as part of a team of 6 responsible for giving support to senior technicians as well as assisting in the building PCs both in the administration and curriculum areas of the college.• Installing PC hardware including installing hard drives, motherboards and PCI cards• I also installed drivers for printers and video cards and gave support where possible to up to 30 staff and students to maintain their IT equipment such as issues with printers and staff and students unable to gain access to their accounts• I also installed application software such as Microsoft Office including Word, Excel and Outlook on to 30 workstations making them available to end users ensuring service level agreements were met.• Most of the support was done whilst being shadowed by senior technician however some of the jobs were completed independently to investigate the issue and report back to a senior technician.