• Sole 2nd line support (in person, by email, phone, remote assistance and Skype for Business) to 110 on-site users: Identifying problems, investigating causes, recommending and implementing solutions • Installing, trouble-shooting and supporting Zoom and MS Teams• Supporting audio visual systems e.g. ClickShare, Cisco IP phones and Skype for Business• Supporting and troubleshooting documentum software • Supporting imaging devices: Printers; scanners; and photocopiers• Troubleshooting encryption software: Bitlocker; Endpoint and Symantec • Preparing and installing computers on the network and performing software installations • Logging and tracking calls using Remedy v9 ticketing system and maintaining history records and associated issue resolutions• Responsible for on-site stock management lifecycle including ordering new hardware and peripherals, asset location and availability, inventory audit using BMC Asset Management module and disposal of outdated assets• Weekly brainstorming sessions with global IT network• Customising in-house processes to effect successful deployment of Windows via SCCM• Enrolling users with smart cards, troubleshooting and resolving smart card authentication issues e.g. resetting user PINs and disabling smart cards• Assisting in-house engineers with access to switches and routers

• Using SCCM 2012 to deploy Windows 10 and Office suite• Building, trouble-shooting and updating desktops and laptops to comply with company´s security policy• Supporting and trouble-shooting Windows 10, Office 2016 and desktop and laptop applications• Granting appropriate rights and permissions to network users• Maintaining network security via Fore Scout software• Configuring Android phones using mobile device management (MDM)

• Trouble-shooting hardware, software and printer faults • Supporting MS Office 2016 and multiple business applications• Installing, setting up and administrating Windows 10 computers in a network environment and providing network support

• Sole IT support for office-based and remote users across Europe, supporting laptops, desktops, mobile devices, printers and peripherals• Supporting Windows 10 & 7, MS Office, Cisco AnyConnect, VPN Client, Altiris and Symantec Desktop Encryption• Handling incoming incidents via phone/e-mail promptly and effectively• Maintaining passwords, data integrity and file system security using Firecall CyberArk• Creating and updating inventory for iPhones, iPads, desktops and laptops• Resetting user passwords for Symantec Desktop Encryption in networked environment• Liaising with network team to set up rights to folders for new users • Running inductions for new staff members, introducing them to IT policy• Participating in weekly intra-office meetings with IT colleagues to share knowledge and discuss work pipeline

• Supporting MoneyGram's European and Middle Eastern offices on PCs, laptops, MS Office applications, iPhones, iPads and in-house software• Installing and maintaining Windows, software, service packs, patches and anti-virus updates• Diagnosing and trouble-shooting software and hardware issues in a networked environment• Extensive experience of supporting Windows operating systems• Using Symantec Altiris Deployment Console for Windows OS deployments, packaging and software management• Configuring Salesforce, a CRM tool, on users' laptops and setting up user accounts• Using Symantec Desktop Encryption to encrypt desktops and laptops and resetting users' passphrase with WDRT• Experienced in ServiceNow ticketing system• Collaborating with HR on new hire onboarding process and training new hires

• Supporting over 2000 users in EMEA on Verint products by phone and remotely using PC Anywhere• Trouble-shooting, diagnosing and resolving hardware and software issues in MS OS environment (Windows NT, Windows 2000 Professional and Windows XP)• Trouble-shooting email issues using different protocols (TCP/IP, DNS and SMTP)• Supporting MS Office Professional, Windows XP, Windows 2000• Building and customising servers, workstations and software applications at Verint office for clients within agreed timescale• Installing, configuring, upgrading and maintaining desktop and laptop services