Sam Thackeray Email & Phone Number

Washington, Dc, Us

London, England, Gb

Joined Spencer Ogden as the sole member of IT when it was only 80 members of staff replacing the existing third party support. Grew a support team of 4 staff as the company grew peaking at over 400 members of staff in 16 international offices.Expert knowledge of Spiceworks helpdesk system as well as LogMeIn for remote support and GoToMeeting for remote training.Deployed Google App’s replacing the existing integrated email client within the ATS (Bullhorn). Expert knowledge of all Google products as well as Bettercloud.Expert knowledge of Mitel phone systems, and moderate knowledge of AvayaDeployed Fuze (formally known as Thinking Phones) replacing existing Mitel and Avaya phone systems. Expert knowledge in cloud telecoms as well as both staged and big bang rollouts of key systems.Managed and maintained Cisco routers, firewalls, and switches via both CLI and ASDM. Partial knowledge of Sonicwall and Fortigate firewalls.Advanced system administration knowledge in AD, DNS, DHCP, GPO, and WSUSAdvanced knowledge of Bullhorn, Broadbean, Daxtra, Ebsta, Cube19 necessary to support and train a busy recruitment sales floor.Rolled out OneLogin single sign on to entire company in big bang deployment. Critical involvement in many office builds as the company grew from 5 offices to 16+ offices globally. Key member of all stages including planning, configuration and rollout of networking infrastructure as well as desktop deployment.Responsible for maintaining good relationships with third party software vendors as well as software and hardware suppliers.Liaise with internal stakeholders to ensure the IT department was proactive as well as simply reactive to the company's needs and requirements.

Mumbai, Maharashtra, In

Provide desktop, phone and email support to 250+ members of staff as well as a number of external contractors. This involves any and all IT related problems such as hardware faults, software issues, software installation, hardware installation and software training.Creation of computer and laptop builds starting with blank computer components straight out of the box through to network ghosting batches of computers to be rolled out on site.Large scale computer roll-outs (40+ computers), large scale software roll-outs (200+), large scale phone system (Avaya) roll-out (200+).User account creation, configuring of access rights, maintaining up to date systems (Windows updates, anti-virus protection, third party proxy configuration) Network maintenance and configuration, fault diagnosis, network patching.System Backups and restorationExperience working in a first (including managing an SLA compliant support desk ticket system), second and third line support environment.Documentation of any and all software and hardware fixes for the creation of a “Support Bible”Creation and maintenance of an hardware asset and pc build database.

Assisting external customers on the phone with any hardware or software issues they may have with any of the company’s bespoke products. The ability to visualise the customers’ problems is of vital importance when trying to fix an issue over the phone. Ensuring your instructions are both accurate yet easy to understand and that the customer who may not be literate in the use of a computer is happy with the level of support offered to them.Provide on-site assistance. This can involve anything from a simple fix to teaching an entire office of people how the company’s systems work.It was also my responsibility to be the primary beta tester for all new versions of the company’s many software packages as well as some minor fault testing of any new hardware.