As a Product Manager at Beazley I was responsible for delivering business value and owning the long term vision for the Digital Workplace & Cloud Products. This meant owning relevant products through the entire lifecycle, working with product teams using agile methodology to deliver outcomes and business goals.Achievements:• Technology Deployment to support Activity Based Working Programme• New Collaboration Technology – Office 365, Microsoft Teams, OneDrive• Data Centre Migrations – migration to 2 co-located data centres• Smart Office Technology – occupancy, navigation, virtual office passes• Process Digitalization – Digital Inking, MS Flow & Automate

Project Manager at Beazley with focus on Digital Workplace and Cloud. Managing the full project lifecycle to deliver systems according to the needs of the business. This involved managing the delivery of key components, integrations or entire systems and the management of people and processes required to complete these tasks. Aligned to Infrastructure and End User Experience teams. Achievements:• Citrix Virtual Apps & Desktops Upgrade• Numerous Office Commission & Decommission• Core Network Upgrades• Policy / Quoting System Integrations

Employed as a 2nd / 3rd Line Support Analyst at Beazley, making the step up from my previous time at Beazley as a combined 1st / 2nd Line Analyst. My roles and responsibilities include all my previous responsibilities plus the following additions:• Appsense troubleshooting• Working closely with Project Managers to provide project support and assistance• Finding & Highlighting Issues within the current support structure• Creating personal projects to improve IT support• VIP Support• Problem escalation and management to ensure a quick resolution• In charge of managing IT issues for Paris office

Key Responsibilities:• To work between the Windows 7 and Outlook project and the BAU Support Team• Provide onsite support for recently migrated users• Provide remote support for users experiencing issues with the new system• Train existing support staff to support the Windows 7 and Outlook environment• Work on the project by building, deploying and upgrading users machines• Attend Project meetings and highlight any reoccurring issues to the Project Team• Liaise with project team to ensure all VIPs have correct support• Configure device (Blackberrys, Iphone, Ipads) to new mail system• Work with the Project Team to find solutions to any project related issues• Design and Implement a temporary and future support structure to be used during and after the projects completion• Develop, maintain and publish training materials and guides to be used by support staff and users• Create and run powershell scripts to assist with Project deployments• Create and provide access to mailboxes, proxy and shared calendars• Manage print servers and printers, ensuring full functionality is available post software upgrade

Key Responsibilities:• Delivering BAU 1st/2nd line support to 1000 users state wide, via phone, e-mail and remote access.• Ticket logging and queue management• General troubleshooting of Windows 7 settings and configuration.• Reviewing “Computer User Access Request Forms” and forwarding tickets to relevant team for access to be granted.• Citrix Desktop Director• Maintaining and monitoring virtual machines• Deploying applications through Novel ZENWorks • System Monitoring to locate any possible arising issues• Documenting break fixes.• Escalating and collaborating with other teams as and when necessary.

Key Responsibilities:• Providing 1st /2nd line support to users via phone, e-mail and remote access.• Face to face support for users when required• Ticket logging and queue management• Video Conferencing setup and testing prior to scheduled meetings• Documenting break fixes.• General troubleshooting of Windows 7 and XP settings and configuration.• General troubleshooting of Office 2003, 2007 and 2010 settings and configuration.• Exchange and Outlook support for profiles, mailboxes, calendars, contacts, pst files and general settings.• IPhone and IPad support such as general settings, backup and recovery and e-mail.• Blackberry support such as general settings, backup and recovery and e-mail including BES support.• Active Directory administration and troubleshooting such as creating new user accounts, password resets, adding machines to the domain, folder access• Troubleshooting in house authentication services and user account issues.• Managing and troubleshooting print server user accounts.• File restores from backup servers.• Remote access and VPN support• Guest wireless account creation and maintenance.• McAfee Endpoint Encryption administration and support such as user and machine recoveries, account creation and laptop reassignment.• Escalating and collaborating with other teams as and when necessary.

Key Responsibilities:• Deploy Windows 7 and Outlook to all London based staff• Building and Imaging new PC’s with Windows 7 and Outlook• Deploying built machines to specified users once all testing has been completed• Attend all Project Team meetings and highlight any issues or concerns• Audit users current machine pre migration and ensure correct software in installed post migration• Install required software using SCCM or in house tool• Arrange a suitable time with users to upgrade or swap out PC• Ensure users have full functionality as per pre deployment, setting up any peripheral devices and Bloomberg terminals.• Provide 7 day support for users recently migrated, by phone• Train and assist users with getting used to the new environment post upgrade• Liaise with project stakeholders to ensure VIPs are correctly migrated and supported

Key Responsibilities: • Providing support to 38,000 NHS Staff via phone, e-mail and remote access.• Remote support and Software installations using Novell ZENworks• Ticket logging and queue management using Marval• Documenting break fixes.• General troubleshooting of Windows 7 and XP settings and configuration.• General troubleshooting of Office 2003, 2007 and 2010 settings and configuration.• Active Directory administration and troubleshooting such as creating new user accounts, password resets, adding machines to the domain, folder access

Key Responsibilities: • Providing support to University Staff and Students via phone, e-mail and remote access.• Ticket logging and queue management using Service Now• Documenting break fixes.• General troubleshooting of Windows 7 and XP settings and configuration.• General troubleshooting of MAC OS• General troubleshooting of Office 2003, 2007 and 2010 settings and configuration.• Liasing with 3rd Party Suppliers to coordidate fixes when necessary• Maintaining onsite printers and troubleshooting printer issues • Remote access and VPN support• Guest wireless account creation and maintenance• Escalating and collaborating with other teams as and when necessary.

Working on the ICT Service Desk at Imperial College, we supported over 17,000 staff and students over a number of campuses. I was required to answer calls, emails and deal with customers that walked-in for assistance. We covered all issues on the service desk from problems with email clients to VPN setups. Like many other service desk we have SLA’s to follow and stick to, assuring a good response rate and a number of first time fixes. Working at imperial exposed me to lots of software that can be used to help you solve client’s issues; including a client database and knowledge base.

Zenos is an IT training academy with a professional environment. Learners are employed by Zenos on an Advanced Apprenticeship scheme;Installing and upgrading softwareBuilding and upgrading PC hardwareResponding to emailsPresentationsResolving IT related problems