TECHNICAL SKILLS

• Service Desk Team Manager
• Windows 7/8/10
• Active directory
• Microsoft Office - Office 365
• SharePoint
• CRM
• Sales Force
• Azure - Basics
• Hardware upgrades
• Software installations
• Avaya VoIP phone administration
• Mobile phone configurations
• Remote Access (Citrix/VPN/VNC/Netop/TeamViewer/SSCM remote client). DNS
• WINS
• VPN
• DHCP and TCP/IP
• Bloomberg installation and configurations
• Windows Server firewall
• Sonic wall
• Anti-virus
• ForcePoint Proxy web filter (IE)
• BlueJeans
• Polycom Video conferencing intranet
• Mimecast
• Mail marshal
• Cable patching
• SCCM
• Basic Web design and maintenance (WordPress)
• Use of ServiceNow
• Jira
• Spiceworks
• Podio

PROFESSIONAL EXPERIENCE

Confidential

Help Desk Manager / Lead

Responsibilities:

• Day to day line management responsibility for the IT Service Desk Team of 7 help desk analysts
• Experience of working in an ITIL process driven environment, successful in collaborative team environment and possess people management skills.
• Driving continuous improvements in the team’s performance, driving continuous improvements in the team’s performance based on data from ServiceNow and the Avaya telephone system
• Ensuring consistent ways of operating across all locations
• Supporting the Head of IT Operations as and when appropriate with management duties
• Supporting the operational management of suppliers and ensuring they are resolving incident in line with agreed SLA’s and underpinning contracts.
• Creating a development plan for the team, providing site visits to help resolve IT issues, provide training and support with information.
• Provide remote IT Support; help with providing and developing IT guides.
• Logging, allocating, categorizing, prioritizing IT incidents and service requests for all IT services
• Resolving or escalating incidents and requests within the SLA period.
• Communication with users: Keeping them informed of incident and service request progress, notifying them of impending changes or outages, etc.
• Working closely with our IT partners to manage our End User Compute estate
• Awareness of what IT can deliver to the business, including latest capabilities.
• Experience in PC, server and network administration and support, using structured, formal processes and procedures
• Ability to understand complex issues and explain them to both technical and non-technical staff
• Possess a strong people orientation with the ability to listen, work and resolve issues to achieve customer satisfaction.

Environment: Window 7/10, Active Directory, Group Policy, MS Exchange, O365, LAN/WAN/Wireless Connections, ServiceNowConfidential

IT Support

Responsibilities:

• Network Patching experience, Logging of incidents, service requests
• Knowledge of MS Office 2010/2016 Professional Suite and MS Office 365
• First point of contact for all support of hardware and software problems, via telephone, walk-in and email, scheduled appointments booked with the helpdesk for the London office
• Administration of MS Exchange and Active Directory
• Preparation of documentation and gathering of information to knowledge share with team
• Telephony support - Setting up and providing training on mobile devices & Laptops
• Windows 7/10, Software (MT4)installations and configurations
• Market data apps such as Bloomberg/Reuters Eikon (desirable)
• Demonstrates relationship building, effective communication skills and quality service in the process of supporting, advising and educating clients on the use of end user computing hardware
• Experience supporting a Trade Floor environment
• Exposure of laptop and desktop rollouts highly desirable
• Remote support, VoIP phone system administration
• Analysis and troubleshooting skills of IT incidents
• Ability to prioritise issues in line with business imperatives and a Team player
• Good telephone manner and customer services
• Positive, enthusiastic and resilient manner - enjoys a challenge.
• Good communicator and Good time management skills

Confidential

IT Support Technician

Responsibilities:

• Working in a team as the first point of contact for ICT support and service delivery
• Logging, tracking and resolving calls and providing Hardware, Application and Network support to a global client base.
• Documentation of support issues and their resolution
• Implementation of ICT systems, software, hardware and networking at all levels, and to aid in the development of appropriate documentation
• Liaising with users, third party at all levels via telephone, remote access and in person on-site. Occasional work at other offices will be required.
• Daily system checks - Maintaining awareness of current and future ICT technologies
• Troubleshooting Microsoft Windows 7, Office 2010, basic administration on Server 2008 R2
• Active Directory - e.g. user creation, management and folder permissions
• Working on common IT applications, e.g. anti-malware, remote control, web browsers etc.
• Basic TCP/IP & networking knowledge (IP configuration, subnets, DHCP, DNS)
• Using remote working technologies, Mobile phones, Blackberry/BES troubleshooting
• Using call logging helpdesk systems, Web and Mail filtering software administration
• Mitel and Similar Voice Systems administration, Well organised in daily duties
• Working with technologies familiar to the Financial and/or Stockbroking sector, Fidessa, Alpha, Bloomberg etc.
• Asset Management experience, Cisco / HP Networking Hardware switches maintenance
• SharePoint, VMWare, Video Conferencing / AV systems basic administration
• ITIL framework usage, working with trading platforms (Bloomberg, Fidessa, Alpha)

Confidential

IT Assistant

Responsibilities:

• Assist in the provision of front-line support for user problems covering the Firm’s standard hardware, with specific emphasis on the administration, support and maintenance of our Microsoft Windows, VMware and Citrix servers and dependent applications
• Log error notifications and provide the appropriate response based on priorities
• Assist in diagnosing and repairing faults, providing basic hardware maintenance of Servers, PC’s and printers etc., and to deal with third party support providers as required
• Support e-mail, Intranet and other information systems
• Assist in the investigation of specific new technologies, applications and equipment that may be applicable to the organisation, in particular, those with relevance to infrastructure systems
• Assist with the development and implementation of specific projects as and when required by the organisation, with emphasis on those dependent upon network and server infrastructure
• MS Windows 7 desktops and Windows 2008 servers
• Citrix presentation server, Access gateway, VMware based Virtual server infrastructures
• MS Office 2010 tools and .NET and Web based applications
• Software installation support for VizTopia, Digita, Sage, Pro Audit, INVU, Alpha Terminal, Figaro, MailMarshal, Leap Flovate, Fidessa, MDM.
• MS Exchange and Outlook 2010 Email system support and administration
• Hardware configuration and set up based on organisation standards
• Backup systems configuration and recovery, Network support and maintenance
• Firewall and remote access systems administration and support
• Mobile devices such as smart phones and PAD device set up and support