Providing support and maintenance of all end user systems and tools in order to achieve optimal functionalities required for a scientific mission in an academical environment.• Working on-site and remotely to deal with incidents/problems/changes related to all the hardware and software supplied to end users.• Conducting IT service management at all levels. Tracking issues and projects through workflows using Jira software.• Deploying, testing new applications and any enhancements for existing applications. Using Confluence software, creating and maintaining documentation for any new deployment and ongoing changes.• Managing fleet of MacOS clients through MDM enrollments. Customizing the configuration for a group of or individual computers using policies, packages, scripts via JAMF• Utilizing System configuration tool called PUPPET to carry out new installations, updates, patches, scheduled tasks on Linux workstations.• Ensuring Audio/Visual operations are running smoothly. Managing events and supporting technical aspects of onsite + remote meetings and conferences.• Creating and maintaining records the asset management of hardware, participating on the decision making for procurement and dealing with warranty related queries.

In charge of ensuring the efficiency of day-to-day IT operations for Switzerland offices in a fast-paced trading environment. Maintaining optimal capacity in all systems and applications.• Act as “Tech Assist” contact representing the services provided by Macquarie IT, gaining a broad understanding of the business requirements and processes.• Deliver support services and incident/problem resolution for hardware, software and infra queries within response times meeting and exceeding user expectations.• Communicate existing/potential problems of various impacts and escalate them through the correct channels in a timely and efficient manner.• Assist with any IT project delivery as required. Work closely with business to conduct testing and sign off.• Inform the business with upcoming enhancements and provide training for the newly implemented changes. Create and update documentation as required.• Procure all the required hardware for the site and maintain the inventory.• Liaise with other technical support personnel of 3rd party companies and vendors as required.

Technical responsibility for system deployment, maintenance and support at all levels of IT related matters. Management of internal IT infrastructure and operations on 2 separate Geneva offices.• Acted as the main point of contact for all internal issues concerning desktops, Windows servers, banks’ business applications, IP telephony and networks.• Tracked and updated incidents, problems and changes through Remedy IT service management suite focusing on the successful resolution within established SLAs• Provided project management for the roll outs of new IT systems as well as implementing major updates.• Maintained and regularly tested disaster recovery processes ensuring mission critical business applications are operational in case of a major event.• Liaised with technology management, the local business and vendors to achieve desired functionalities and to maintain optimal performance on bank’s systems.• Participated in Corporate Information Security, Risk Management and Audit activities.• Created documentation, manuals for departmental use and reports for the management.

Member of an in-house technical desktop 2nd line support team based in London HQ• Provided technical and operational support of IT systems, computers, applications and related technology in the UK head quarters.• Identified and resolved BAU and project related problems on windows based systems using extensive knowledge/ experience, documentation and scripts.• Provided onsite and remote desktop support throughout European sites on regular basis and for projects and changes that took place outside UK.• Trained users on existing and newly implemented systems.• Worked closely with the service desk and other technical departments for the resolution of incidents and requests. Escalated potentially high risk technological issues.

• Assisted in development and implementation of major IT relocation projects for big corporations.• Managed and supervised a team of engineers to conduct decommission and recommision of all types of IT equipment whilst liaising with IT managers and ensuring work is performed to clients’ satisfaction from initial contact to completion.• Worked together with the IT departments of companies to assist in roll-outs. Deployed new software and tested network connectivity.• Managed data centre environments, conducted Cat5/6 patch cabling and installed new racks. Reorganized rack layouts.• Carried out Desktop, Server and infrastructure audits and generated reports for IT / Project managers.• Organized and carried out relevant training and courses for team members.