IT Support & Infrastructure Engineer at Brown Shipley | Quintet Private Bank (2022-03 – 2026-01)
- IT Project Management for UK – Delivery of switchover from Teleware/EE mobile contracts to O2; mobile/laptop migrations to Intune platform; migration of on-prem services to M365 including OneDrive, Exchange & File Server migration to SharePoint
- 2nd/3rd Line & Infrastructure Support, Windows Server sysadmin and maintenance of On-Prem, VMWare and Azure based environments
- Deskside support for all London office staff including troubleshooting user devices, peripherals and end-user applications
- Hardware support including laptops, desktops, docking stations, printers and mobile devices
- Management of IT Services and contracts
- Responsible for the development and maintenance of business relationships with key support providers
- Responsible for the provision and management of mobiles, SIMs, laptops, tablets and software licencing
- Responsible for IT asset management and inventory for all relevant IT hardware and software systems
IT Engineer at Plexus Law LLP (2019-06 – 2022-03)
- Supporting the IT infrastructure of a new startup office with 25 new employees
- Supporting Win 10, Microsoft 365, Vectus (in-house CMS), RDS 2019, Bighand, Mimecast, Intune
- Deskside support for on-site users including troubleshooting hardware, software, peripherals
- Hardware support covering laptops, desktops, printers and end-user equipment
- AV/meeting room support for conferencing setups, presentations and remote hearings
- Responsible for the management of SCCM/MEM infrastructure, packaging and deployment of applications, patching of all workstations, producing reports of patching levels, remediation of issues that may arise
- Involved in the continuing implementation of firms transition from Win 2008 R2/RDS Environment to a thick client solution
- Led the technical project for implementation of Multi-Factor Authentication (RSA) across of all the firm’s workstations & servers
IT Systems Analyst at Kennedys Law LLP (2016-02 – 2019-06)
- Supporting the IT operations and infrastructure for two offices (Chelmsford & Cambridge)
- Solely responsible for providing IT support to 300 users on-site in the Chelmsford office
- Full deskside support for fee-earners, secretaries and business services staff
- Hardware support including laptops, desktops, thin clients, printers and mobile devices
- AV and meeting room technology setup, troubleshooting and support for partner meetings, conference and remote events
- Setting up and leading the Pilot user testing community for the Windows 10 deployment, consisting of 30 users from various roles & teams. Updating and managing the Risk/Issue logs (RAID)
- Leading the physical deployment of the base W10 thin client image on 400 computers
- Assisting with the Windows 10 virtual desktop deployment in various offices
- Led disaster recovery and migration of systems in Chicago, New York and Philadelphia offices
- Assisting to identify trends through analysis and problem management
- Devising and implementing operational processes and procedures
- Planning and delivering infrastructure requirements for implementation of new systems & upgrades
- Supporting Win 10, Office 2016, Filesite, Elite3E, K2/Kase (in-house CMS), Bighand, Laserform, Mimecast, XenDesktop, RES/Ivanti
Project Systems Analyst at Olswang LLP (2014-08 – 2016-02)
Full lifecycle (Software Development Lifecycle)
- Responsible for planning, designing, testing & implementation of new Desktop/Laptop/Citrix ‘Refresh’ build, working within a team of 6. This was achieved by capturing requirements (either by interviewing or in workshops), supporting the Project Manager with estimates to complete project tasks, creating USE cases, packaging the applications, using the USE case documents as the basis for the testing, supporting User Acceptance Test (UAT) and the Service Transition to the existing support teams once the applications were ready to be deployed
- Reviewing, packaging & fixing core and non-core applications
- Core Apps: Office 2010, TMS, Elite 3E, InTapp, Bighand, Lync, Worksite, Mimecast, Enterprise Vault
- Non-Core Apps: 7-Zip, Adobe, Blueprint, Bloomberg, Cisco WebEx, Dragon, EPOline, Fidu Expert, HighQ, Innovation I4G, KnowAll, Lexis InterAction, Patricia, Relativity
- Managing and assisting the Migration Team during deployment of the new build
- Providing Project Analysis of issues and resolutions involving weekly meetings and e-mail updates. All the issues that were logged from testing phase were collated and analysed by me. Delegated issues within the team to either myself or others who could resolve based on skill sets
- Responsible for assisting & providing IT support with escalated issues from the Service Desk in relation to the Desktop Rollout pilot
- Involvement with all the pilot users in relation to issues and ideas to be included in the incremental versions of the build. This was a mixture of Partners, Associates, Secretaries, IT & other Business Services staff
IT Support Analyst at Olswang LLP (2012-11 – 2014-08)
- Responsible for providing 1st & 2nd level support to 900 users in several sites across Europe & Asia, working within a team of 10
- Technical SME for Mimecast e-mail implementation project. Worked on the planning stages of implementing Mimecast into existing infrastructure, which involved migrating from MessageLabs/Mimesweeper to Mimecast for internal & external mail flow, managing the pilot phase implementation of Mimecast Outlook Plugin for 60 users (Partners, Associates, various Fee Earners & IT)
- Managed and implemented project for non-corporate laptop devices to Olswang
- Configuring PC’s & laptops, setting up/maintaining new users, within Active Directory
- BES administration including setting up/troubleshooting Blackberry devices
- Supporting Win 7, Office 2010, RES Workspace Manager, Filesite, Elite 3E, InTapp, Bighand
IT Assistant (1 year FTC) at Collyer Bristow LLP (2012-01 – 2012-11)
- Responsible for providing IT support to 150 users based in London
- Installing, configuring and upgrading servers (physical and virtual)
- Configuring PC’s & laptops, setting up new users, active directory management
- Responsible for creating and maintaining user accounts within Active Directory
- Involved in rolling out and supporting upgrades of Windows 7, Office 2010 & Bighand
- Supporting Win 7, Office 2010, Filesite, Axxia, Laserform, Citrix, RSA/Signify
- BES administration including setting up new accounts and deploying IT security policies
IT Analyst at LightPath IT Ltd (2010-04 – 2011-11)
- Providing high standard of IT support to client base of up to 150 external users
- Fixing computer & printer issues, administering e-mail systems & domain user management
- On-site & remote support/administration of computers & printers
- Installation of server hardware & software, including DHCP, DNS, VPN & IIS
- Windows Server 2003/2008 & Exchange 2000-2010 Administration
- Hardware repairs & ordering of equipment, configuration of corporate router/firewalls
IT Software Technician at ICSA Software International Ltd (2007-01 – 2009-04)
- Daily manning of support phones, troubleshoot issues for software users worldwide
- Visiting clients to carry out training or installations
- Installations & configuration of software applications on-site or via remote software
