Simon Gill Email & Phone Number

London, Gb

London, England, United Kingdom

London, United Kingdom

Senior Technology Experience Support Specialist (Aug 2017 - Present)Promoted to Senior Technology Experience Support Specialist, providing comprehensive technical support to 3 offices and over 10000 employees including VIP’s for a global professional services firm. Constantly monitor, track and prioritise new work requests via the help desk. Efficiently resolve a myriad of technical issues concerning software installation, hardware functionality, printing and network connectivity, while working efficiently in both independent and team environments to exceed corporate goals.Technology Experience Support Specialist (Feb 2016 – Aug 2017)Technology Experience Support Specialist at EY, provided application software and hardware support to users in response to service requests. Investigated and recommended hardware & software solutions, upgrades, and patches in response to business application needs and demands. Additionally, assisted with the development of policies, processes and procedures in alignment with overall strategic goals.⎯ Quickly diagnose causes of system failures and malfunctions to ensure highest operation efficiencies, reliability and quality performance standards.⎯ Allocating work orders directly to Business Unit maintenance team or supply unit.⎯ Ensure tasks are completed in line with the SLA’s / KPI’s⎯ Log calls / jobs on the helpdesk database utilising help desk software (Service Now).⎯ Tracking job progress against pre-determined KPI’s including maximum allowable response, rectification times and implementing escalation procedures.⎯ Providing answers from a knowledge base and research questions using available information resources.

Wellington & Wairarapa, New Zealand

Senior Engineer of two at Tall Poppy, providing all desktop / system support to a user base of 20. Provided hardware / software installation, server maintenance, trouble resolution, root cause analysis and SLA maintenance. Upgraded outdated system encompassing installation and configuration of new technology office-wide.⎯ Maintained and troubleshot issues following new system implementation.⎯ Installed, upgraded, and maintained Windows servers / workstations. ⎯ Enhanced user performance through design and rollout of training programme.⎯ Configured iOS / Android mobile devices via Mobile device management (MDM). ⎯ Managed infrastructure policies / updates to align with operational changes.⎯ Played a key role in pricing, Service Level Agreement (SLA), and service schedule preparation.⎯ Ensured timely and effective handling of system outages as well as routine incidents.⎯ Completed daily data maintenance and administration

London, United Kingdom

Achieved promotions, culminating in Service Delivery Manager role focused on the turnaround of unproductive operations in Central London Office. Service Delivery Manager and Remote Support Specialist – Central London Office (July 2012 – Dec 2013)Promoted to Service Delivery Manager for the Central London Office, 60% Management / 40% Remote Support Specialist. Ensuring that staff are motivated, monitored and measured in line with company targets and performance standards. Responsible for making sure that any gaps in performance or quality are quickly identified and addressed. Producing accurate reports on team performance for senior management.Assistant Manager, Remote Support / Field Engineer (Feb 2010 - July 2012)Promoted to Assistant manager. Provided 2nd Line / 3rd Line support to contracted SME sized clients. Provided the highest level of support, quickly resolving “down system” issues and minimizing costly downtime. Opened, solved, and closed cases quickly and efficiently.Remote Support / Field Engineer (Jan 2009 – Feb 2010)Provided 1st line / 2nd line support to contracted SME sized clients. Responsible for supporting the company's SME clients at 1st / 2nd levels as part of a helpdesk team. Ensuring that all hardware and software is configured and installed correctly.

London, United Kingdom

Administered installation and maintenance of workstations and peripherals in a networked environment.

Bachelors Of Engineering - Beng, Network Technology

Bachelor Of Science - Bs, Computer Systems Networking And Telecommunications