EUC Team Leader (Contract) at Shared Technology Services (2025-11 – 2026-07)
Led the delivery and ongoing development of Shared Technology Services' EUC infrastructure across a multi-borough environment, ensuring service stability, high availability, and consistent operational support.
- Managed the day-to-day EUC service queue, ensuring incidents and requests were picked up promptly, prioritised by impact and urgency, and progressed in line with SLA requirements.
- Acted as the first point of escalation for EUC-related issues, coordinating technical investigation, accelerating urgent matters, and driving resolution through to root cause and permanent fix where required.
- Allocated workloads across the EUC team while providing clear stakeholder communications during live incidents, service delays, escalations, and high-priority issues.
- Improved operational control of the EUC service queue by ensuring new tickets were reviewed, prioritised, assigned, and progressed promptly across a multi-borough support environment.
- Strengthened escalation management by acting as the first point of contact for urgent EUC issues, coordinating technical investigation and helping drive faster resolution of high-priority incidents.
- Enhanced SLA performance by proactively monitoring ticket progress, identifying potential breaches early, and raising risks before service levels were impacted.
- Improved workload visibility and team coordination by allocating tasks according to priority, skills, and availability while maintaining clear stakeholder communications during live issues and delays.
Senior EUC Consultant (Contract) at Shared Technology Services (2023-10 – 2025-11)
Managed SCCM/MECM administration, including OS image maintenance, task sequence updates, and importing, updating, and maintaining driver packages.
- Provided advanced Windows 10 and enterprise software troubleshooting, resolving application, operating system, deployment, and user-impacting issues across the estate.
- Created, deployed, and troubleshot Group Policy Objects, ensuring policies were applied correctly and aligned with operational and security requirements.
- Packaged, tested, and deployed software through SCCM Software Center, supporting reliable application delivery and ongoing software lifecycle management.
- Used PowerShell to support automation, reporting, remediation, and troubleshooting activities, reducing manual effort, and improving consistency.
- Strengthened endpoint management by maintaining SCCM operating system images, updating driver packages, and supporting reliable Windows 10 deployment and software delivery across the estate.
- Improved system stability and user experience by troubleshooting Windows 10, software deployment, Group Policy, and RemoteApp/RDS issues, helping reduce repeat incidents and improve service reliability.
- Supported automation and standardisation across the EUC environment by using PowerShell knowledge, SCCM software packaging, and Group Policy management to streamline deployments and improve operational efficiency.
Senior EUC & Wintel Support (Contract) at Merlin Entertainments Ltd (2022-02 – 2023-09)
Provided advanced end user computing and Windows/server support across UK and European operations.
- Authored detailed documentation to empower the Service Desk in improving their first response closure rate, promoting efficiency and effectiveness.
- Facilitated enhanced collaboration and service delivery by working closely with other IT support teams and the IT Support Manager, fostering a culture of continuous improvement.
- Demonstrated dedication and commitment to issue resolution by frequently engaging in evening and overnight work to address critical issues, despite operational restrictions during regular business hours.
- Travelled extensively internationally to provide on-site hardware support and operational upgrades, effectively enhancing hardware performance and reliability.
- Elevated operational efficiency by contributing to the successful implementation of admissions POS fiscalisation requirements in Germany, meeting regulatory standards and enhancing financial processes.
- Ensured compliance with standards by developing and deploying PowerShell scripts for creating baselines in Microsoft Endpoint Manager, optimising IT services.
- Orchestrated comprehensive support for both UK and Europe-based users, ensuring seamless operations for a user base exceeding 5,000.
- Efficiently managed incident and request queues for Europe utilising ServiceNow, streamlining ticket resolution and enhancing user satisfaction.
Lead Windows 10 Migration Engineer (Contract) at Merlin Entertainments Ltd (2019-11 – 2022-02)
Led global Windows 10 migration initiative for over 11,000 machines and users, managing technical strategy, script development, and post-migration support.
- Developed and optimised scripts to resolve BitLocker-related issues, enhancing security and mitigating potential risks during the migration process.
- Boosted migration efficiency by revamping the migration task sequence, incorporating scripts to directly download the latest BIOS drivers from the Dell website, resulting in faster and more reliable migrations.
- Provided exceptional post-migration support to users, promptly addressing concerns and improving their experience with the new Windows 10 environment.
- Led and executed troubleshooting efforts for OS deployment task sequences, utilising log files to diagnose and resolve deployment challenges efficiently.
- Spearheaded the successful global migration of over 11,000 machines and users to Windows 10 and OneDrive, ensuring a smooth transition and minimal disruptions.
- Achieved smooth deployment of the new VPN system and ensured a smooth transition by providing comprehensive user support following its launch, resulting in minimal workflow disruptions.
- Implemented a client health check for Configuration Manager clients, proactively identifying and addressing potential issues before migration, enhancing overall migration success rates.
- Enabled users to easily install software post-migration via Software Center by effectively packaging applications, enhancing user satisfaction and productivity after the migration to Windows 10.
Desktop Infrastructure Manager at Immediate Media Company (2012-03 – 2019-11)
Managed desktop infrastructure strategy and deployment, overseeing Windows operating system migrations and software deployment across 1,500+ user base.
- Strategised and implemented the task sequence for seamless Windows 10 deployment, ensuring enhanced system performance and alignment with organisational needs.
- Engineered group policies from scratch for Windows 10, tailoring configurations to specific requirements and optimising system security.
- Developed and fine-tuned several collection queries in SCCM to accurately identify hardware and users, leading to more efficient troubleshooting and issue resolution.
- Successfully migrated the organisation from Windows 7 to Windows 10, a critical step in modernising the IT infrastructure, enhancing security, and ensuring compatibility with current software.
- Achieved a continuous transition from Office 2010 x64 to Office 365 x86, enabling enhanced collaboration and productivity across the organisation.
- Reorganised software deployment by packaging over 150 applications for the software center, facilitating user accessibility and usability.
- Managed an extensive user base of over 1,500, effectively responding to tickets and providing timely resolutions, enhancing user satisfaction and operational efficiency.
Senior Desktop Support Analyst at Haymarket Publishing (2007-01 – 2012-03)
Support Analyst at Champion Timber (2006-02 – 2007-01)
