Work Experience

End-User Computing Specialist

Simmons & Simmons LLP

• Led onboarding processes for new employees, managing provisioning, configuration, and pushed Microsoft Intune enrollment to enforce security and compliance standards
• Delivered high-level 2nd and 3rd line support across the business, resolving complex technical issues within SLA and acting as a senior escalation point
• Provided expert support for Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), iManage, and GlobalProtect VPN, ensuring optimal performance and user satisfaction
• Managed on-site IT equipment inventory, conducted regular audits, and oversaw procurement processes to maintain operational readiness
• Liaised with infrastructure and specialist teams to escalate and resolve advanced issues, contributing to cross-functional troubleshooting and knowledge sharing

IT & AV Support Engineer

What3words

• Served as the main point of contact for system-related issues, troubleshooting and resolving technical problems for both internal teams and clients
• Provisioned and secured MacOS, Windows devices via JumpCloud MDM, ensuring compliance with device policies
• Supported Zoom Room setups for all-hands meetings and conferences, ensuring AV systems functioned seamlessly
• Administered Google Workspace and Slack platforms, managing user accounts, access controls and distribution lists

Technology Support Analyst

Accenture

• Delivered expert technical support remotely and on-site, swiftly resolving complex issues, ensuring 98% SLA compliance, also maintaining seamless communication with colleagues to deliver cohesive IT support
• Improved asset tracking efficiency by 25% through conducting ServiceNow audits, minimizing equipment loss and streamlining asset lifecycle management
• Configured systems to enhance user productivity and security. Administered user accounts via AD and O365, improving organisational access control
• Created and maintained IT documentation and self-service resources, improving user efficiency and knowledge sharing

1st Line VoIP Network Engineer

TalkTalk

• Provided network and VoIP support for non-geographic numbers and SIP platforms, ensuring operational efficiency and minimal downtime
• Diagnosed and resolved technical issues within SLA, escalating complex issues to senior engineering teams when necessary
• Worked with internal teams to improve network operations and proactively monitored critical systems for potential issues