Michael Campbell

Proven track record in Technical Support with 10 years + experience working within the News, Advertising, TV Media and Newspaper industries. Highly skilled in helpdesk, on site, remote & field support roles working mainly in Mac and PC environments. Excellent communication and trouble shooting skills, with ability to stay focused when under pressure.

Senior 2nd line Support Analyst at Walt Disney (2022-01 – 2026-08)

• Assisting a small team with day-to-day 2nd line Mac support and Windows.
• Mac-Book preparation / builds / MDM & DEP Enrolment.
• Basic JAMF terminal scripting.
• MacOS refreshes after the warranty has expired.
• Active Directory / OneDrive / Windows support / SCCM.
• Support Microsoft 365 applications (Outlook, Teams, Word, Excel, PowerPoint, etc.).
• Manage device enrolment through Pre-stage Enrolments and Apple Business Manager.
• Assist users with connectivity issues (Wi-Fi, VPN, network drives).
• Support video conferencing systems and meeting room technology.
• Troubleshoot identity-based issues such as sign in errors and account lockouts.
• Configure and deploy workstations, laptops, mobile devices and peripherals.
• Diagnose and resolve technical issues at the first point of contact where possible.
• Adhere to SLA response and resolution targets.
• Provide clear communication to users regarding incident status and resolution timelines.
• User on-boarding /off-boarding procedures.
• Install and configure standard software applications.
• Accurately document all incidents and service requests in the ticketing system.

I.T Support Analyst (Contractor) at Spring Studios (2021-07 – 2021-12)

• Assisting a small team with day to day I.T 2nd / 3rd user / admin support.
• Cross platform support on Mac / Windows / Azure.
• Active Directory / adobe creative cloud / Dropbox / JAMF / Door security fob admin.
• Assistance with I.T setups in various studio's that are externally hired.

2nd Line I.T Systems & Production Support (Senior) at Warner-Media (formerly - Turner Broadcasting Systems) (2006-01 – 2020-12)

Commenced employment as a 2nd line cross platform support analyst within a news / media environment assisting with end user support issues in London and other EMEA offices around Europe. Being the first point of contact for the 5am news, I covered support for CNN by setting up the Teleprompters and laptops for the producers and anchors to allow the first live news broadcast. My assistance along with the rest of the team was also needed to support the rest of the business on a daily basis covering Microsoft Windows, Mac, Office 365, Polycom video conferencing, Avaya-phone / Cisco Jabber phone client and administration.

I was also the first point of call for the Mac production department supporting all hardware / software which included Mac Pro laptops and tower machines, Adobe creative cloud client side, after effects, JAMF server and mobile device management software. As time went on, I was given additional tasks which were 3rd line that consisted of network patching, cat5 network cable creation and active directory administration. It was an ITIL workflow practice within the I.T department and the use of Service-NOW and Remedy was the ticketing systems used to capture customer queries and resolutions.

• Mac production support / JAMF server support and MDM.
• PC / Mac desk side and remote support.
• ITIL workflow practices and Service-NOW / Remedy ticket systems.
• Troubleshooting Windows 10, 7 and XP client.
• Auto-script / Inews support for CNN, Media-Source video support.
• Administration of suitcase server / customer font support.
• Cisco Jabber client and Avaya phone support.
• Polycom video conferencing setup / support.
• Network troubleshooting, patching of data and voice.
• Media software support.
• Printer setup and support.

Information technology and business computing applications