Desktop Support Engineer
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Dedicated IT Professional with 5+ years of progressive experience delivering 2nd/3rd line desktop support, endpoint management, and infrastructure project delivery across financial services, capital markets, and legal sectors. Currently supporting 800+ users at White & Case LLP (global top-10 law firm), with prior experience at Eastdil Secured (capital markets advisory), engineering consultancies, and MSP environments. Specialized in Microsoft Intune, Autopilot, Azure AD/Entra ID, and cross-platform troubleshooting across Windows 10/11 and macOS.
Proven track record in large-scale Windows migrations (150+ EMEA users with zero business disruption), EMEA-wide laptop refresh programmes, MDM policy deployments, and PowerShell automation of IT operations. Experienced supporting VIP and revenue-generating users on trading floors, in deal rooms, and across partner-level legal teams — combining deep technical knowledge with a client-first, high-urgency approach. Consistently achieves 90%+ first-call resolution rates with 98%+ user satisfaction.
Led EMEA laptop refresh at Eastdil Secured — built, deployed, and securely wiped 150+ devices, increasing tech team productivity by 50%.
Executed Windows 10 to 11 migration for 150+ EMEA users with zero business disruption through phased deployment and automated profile migration.
Drove Boxer-to-Outlook mobile migration achieving 90% user compliance ahead of schedule through clear documentation and floor walk support.
Automated onboarding/offboarding at White & Case via PowerShell and Microsoft Graph API, significantly reducing manual provisioning time.
Maintained 99% uptime on Zoom Rooms for client-facing sessions by proactively optimising Wi-Fi and A/V configurations.
Provisioned and shipped 50+ laptops within a 2-week lockdown deadline at Atech, ensuring business continuity for remote workers across multiple clients.
