Shereen Wallace Email & Phone Number

London, United Kingdom

• Responsible for providing technical and process leadership to 6 members of the IT Support team in Europe.• Lead team by delegating and allocating manageable goals to employees based on team needs, interests and development needs. Provide employees with timely, fair and measured performance assessments and feedback to foster growth. Communicate department and company strategy and direction regularly to employees so they can help drive success.• Ensure the highest level of IT support is provided to all end users in the EMEA region.• Ensure IT Infrastructure and services in the region are running at optimal efficiencies. Actively working to prevent and minimize downtime or outages.• Provide support on global IT projects such as office moves and Windows 10 upgrade deployment.• Manage service level requirements – Tracking performance metrics, look for ways to continuously improve performance and ensure team members are compliant with reporting requirements and standard operating procedures.• Ensure installation support is provided including training end users on basis tool set including telephones, laptops, PDA, online meetings, video conferencing, computers, conference room equipment and conference bridges, etc.• Frequent travel to all offices throughout Europe.• Compile quarterly procurement reports for all offices in the EMEA region and liaise with 3rd party suppliers to ensure orders are fulfilled.

London, United Kingdom

Responsible for supporting office users which involves frequent travel to the following locations:• United Kingdom• Rotterdam, Netherlands• Paris, France• Sofia, Bulgaria• Timisoara, Romania• Frankfurt, Germany• Madrid, Spain• Stockholm, Sweden• Debrecen, Hungry• Brasov, Romania• Copenhagen, DenmarkMy daily duties involve:• Troubleshoot hardware, software, networking, Avaya desk phones, mobile phones and printers.• Deploying MAAS360 Enterprise Mobility Management to all mobile phone/tablet devices.• Being involved in working on IT Projects within the global IT team.• Deploy\Image laptops, desktops, conference systems and MACs.• Collaborate with LAN technicians/network administrators to ensure efficient operation of the company's laptop/desktop computing environment.• Maintain PC patching levels (OS, software and hardware, anti-virus).• Deploy various software packages via LANDesk (Microsoft Office 365, EMC Mozy Enterprise, GoToMeeting, SecureDoc Encryption, IBM SPSS Statistics v21 and v23).• Purchasing of replacement IT hardware equipment and creating PO’s.• Deploying HP ProLiant DL380 Gen9 servers with Windows 2012 R2. • Implemented the new DFS structure and data management within Europe.• Log tickets with third party supplier when hardware issues occur with equipment, which are still under warranty.• Provide support to global offices based in the USA and APAC regions.• Creating and managing IT Assets• Operating Active Directory console for managing user accounts, laptops, and desktops within the domain.• Operating EMC Mozy Enterprise Backup v2.28 console for cloud data backup, file sync and restoration of data backups.• Jira Service Desk Administrator responsible for setting up a new replacement ticketing, project management and documentation system.

London, United Kingdom

Responsible for supporting:-Global Office users located in:* Canada* USA* UK* Middle East* CaribbeanMy daily duties involved:-• Troubleshoot the use of local area networks (LANs), wide area networks (WANs), computer workstations, connections to the Internet and peripheral equipment• Install, update and troubleshot computer hardware and software using SCCM (System Center Configuration Manager)• Analyze, and resolve problems related to Stantec’s IT infrastructure and core applications including Oracle E-Business Suite R12• Utilize call tracking system to manage inbound calls, voicemails, and callbacks• Identify and appropriately escalate situations requiring urgent attention• Document resolutions in ticketing system by attaching relevant documentation, record details of inquiries, actions taken, and all communication• Coordinate with internal departments and customers to resolve all open requests in a timely manner• Deploy\Image PCs and laptops. • Evaluate daily reports and communicates with customers to ensure that multiple unsuccessful attempts to access Stantec’s network are appropriately reviewed, disposed of and documented• End-date Oracle accounts for all HR Records that do not have an active status • Evaluate and action accounts that appear on the Weekly Report for active Oracle Accounts without Active Directory accounts in the Internal OU and Quarterly Control that looks at active Oracle Accounts with non-active HR Records.• Assist with development of the Service Desk training and QA processes to measure service desk performance and process performance (gaps) via recorded monitoring and case audits. Analyze trend report data from audits, and works with Service Desk Team Lead on employee coaching, training and development to enhance or correct the behaviours that lead to excellent customer service.

London, United Kingdom

Responsible for supporting:-The day-to-day technical support and operations of associated hardware and software to support the E-Commerce environmentMy daily duties involved:-• Providing support for HMV.com, HMV Canada, and Waterstones .com• Supports Development Network• Tracks server performance and maintains server administration, through operating system upgrades and installing patches. (Red Hat Linux 5&6, Windows Server 2003, 2008, IBM i V5)• Implements Security administration for the E-Commerce environment, according to the internal company policies and recommendations made by external parties (Checkpoint Firewall 1, CISCO ACE Load Balancers, CISCO 3750 switches)• Performs new server deployments and services for E-Commerce as part of key project work.• Assists with New Projects for E-Commerce with Network Design and deployment• Performs 2nd/3rd line system support for resolution of logged issues.• Installing and upgrading software, both 3rd party and in-house written applications (Xymon, Cacti, Splunk, Hyperic, Websphere Application Server• Providing 24x7 cover on an out of hours support rota for business impacting issues.• Assisted with migrating the E-Commerce environment from a Windows only Server environment to replace 50 % with Linux Red Hat whilst maintaining our Active Directory server with the implementation of Likewise Open AD integration for Linux

London, United Kingdom

Responsible for supporting:-The The day-to-day support and operations of associated hardware and software to support the E-Commerce environmentMy daily duties involved:-• Monitoring the E-Commerce environment and reporting on issues that arose. (SQL Server 2000 & 2005, Windows Server 2000 & 2003)• Keeping documentation up-to-date and relevant for the environment.• Liaising with 3rd party suppliers for problem reporting and resolutions.• Deploying/maintaining payment servers by performing all required software upgrades and patching.• Creating queries for payment servers when the customer service team had payment authorisation requests from online customers.

London, United Kingdom

Responsible for supporting:-Head Office Staff, (Approx 500 users/PCs)All HMV Stores around the UK and Ireand (Approx 230 stores)My daily duties involved:-• Creating new \modifying \maintenance of user accounts in Active Directory maintenance.• Installation \Administration of PCs\Software (Windows NT, 2000, 2003\Office 2000, 2003, Citrix 3.0, 4.5 & bespoke applications\AS400).• Conducting monthly meetings and reports with our main 3rd party supplier to monitor their performance (ensuring they adhere to SLA’s) and escalating all evidence of poor performance to Management .• Monitoring emails using mailsweeper and Blackspider to release any urgent business critical emails to end users.• Blackberry device management system• Troubleshooting\Fault tracing\Remote & Client facing. Logging faulty equipment to third party support when necessary