Lennox Lecointe

Tech-savvy professional with proven experience providing 1st and 2nd line support across complex enterprise environments, ensuring high availability, end-user satisfaction, and operational continuity. Skilled in maintaining system availability, resolving user issues, and supporting day-to-day operational continuity. Experienced in incident management, service desk operations, user account administration, and device lifecycle coordination.

Strong track record of improving SLA performance, reducing system disruptions, and strengthening endpoint security. Adept at enhancing end-user experience, streamlining support processes, and producing clear technical documentation. Recognised for strong problem-solving skills, customer-focused support, and effective collaboration across teams.

Desktop Support Specialist - Visa Europe - London, UK

(2017-01 - 2025-01)

Supported Cisco AV and meeting room technologies to ensure reliable collaboration and connectivity. Delivered deskside and remote support across Windows and macOS environments.

Utilised

Nexthink to analyse endpoint data and crash logs, accurately identifying root causes and improving issue resolution. Monitored performance trends via Nexthink to identify issues and contribute automation improvements. Streamlined maintenance through WinRM-based automation using Nexthink Actions and improved efficiency and security. Assisted in global migration from Cisco AnyConnect to Zscaler that ensured seamless user transition. Applied scripting and troubleshooting expertise to enhance system performance.

• Achieved up to 97% INC SLA and 100% SR SLA while maintaining average resolution times under 10 minutes.
• Proposed device lifecycle processes, including USMT migrations and automated BIOS password removal using Dell Command Update and Lenovo Commercial Vantage.
• Remediated security vulnerabilities using Qualys, Smart Patch, and BitLocker, reducing BSOD incidents (e.g., VIDEO_TDR_FAILURE) by 80%.
• Implemented quarterly driver update schedule, cutting system failures by 80% and saving 120+ hours of productivity.
• Reduced manual effort and turnaround time by automating Active Directory and SCCM cleanup with PowerShell.
• Leveraged modern workplace tools, including Microsoft 365 Copilot, JAMF, and endpoint management solutions.
• Demonstrated strong customer focus by delivering calm, effective support in high-pressure situations.
• Promoted continuous improvement by documenting solutions, sharing knowledge, and adopting new technologies.

Desktop Support / IT Support - Computacenter

(2010-01 - 2017-01)

Co-ordinated hardware management, including procurement, asset tracking, upgrades, and secure decommissioning of IT equipment. Delivered first- and second-line technical support for desktops, laptops, and peripherals across enterprise environments, ensuring minimal downtime and business continuity. Maintained accurate documentation of incidents, resolutions, and system configurations to improve knowledge sharing and efficiency.

Supported IT projects, including system migrations, office relocations, and infrastructure upgrades with minimal disruption to operations.

• Contributed to 77% incident quality score and strengthened service quality and user trust by providing deskside and remote technical support within SLA-driven environments and ensuring complete ServiceNow data accuracy.

IT Support / Service Desk - GlaxoSmithKline

(2000-01 - 2010-01)

Administered user accounts, permissions, and access controls via Active Directory, ensuring compliance with security and audit requirements. Collaborated with cross-functional IT teams (network, infrastructure, and application support) to escalate and resolve complex technical issues. Supported software installations, patch management, and system upgrades in line with organisational policies and regulatory standards.

Ensured adherence to ITIL best practices, including incident, problem, and change management processes.

• Ensured operational continuity and minimised disruption to end users by delivering cross-functional technical support and executing hardware upgrades across global pharmaceutical environment.
• Sustained high levels of user satisfaction by applying structured troubleshooting methods and resolving technical issues.

BSc (Hons) - Computing for Real-time Systems Design - University of the West of England, Bristol

BTEC National Diploma - Electrical & Electronic Engineering - Brunel Technical College, Bristol