I am currently working as a IT Service Lead for WPP AUNZ responsible for the daily operations of our Kent St site. I look after the Incident Management/Service Request queues and distribute the tickets to my two onsite Engineers for actioning. We look after the JML process for creating new user accounts, ensuring that leaver accounts are disabled accordingly. We are also involved in ensuring incidents are resolved within a timely manner, building Windows 10 machines and also Macbook Pros and iMac desktop machines. We try and resolve any issues users have with Office 365, including Teams, Bluejeans and Zoom meetings. I am also experienced with resolving user end Citrix Workspace issues, Cisco Call Manager, Exclaimer Signature system, Cylance AV, Adaxes, AD and Windows Server. I've participated in project rollouts including office moves, hardware refresh rollouts and security projects such as File Vault and Bitlocker.