Gary Wright

Supporting 7000 employees within offices and production sites in the UK, Netherlands, Italy, Poland, France, and Mauritius. Responsibilities included 1st and 2nd line support, Active Directory, Azure AD (Entra), Intune (MEM) & Exchange administration, Remote Access solutions, email & web filtering solutions using Mimecast and Proofpoint, Thin Client (VDI) environment, Windows 10/11 and Server 2008, 2012 & 2016, Microsoft Office 2010 & Office 365, support & connection tools e.g., Quick Assist, UMS, VNC, RDP, VMWare System Platform knowledge, Laptops, PCs, Mobile Devices, Software support, builds, upgrades & installations, Alcatel\Lucent IP Telephony and MS Teams Call Systems, SAP Application & Interface knowledge, troubleshooting & setting up printers using ‘Find (Follow) Me’ Printing via Papercut, effective management of all user-based IT equipment, adherence to Incident Management policy, management of facilities for starters and leavers, co-ordination with support functions and key users at other Princes sites, daily, weekly, and monthly key system checks, daily monitoring of various systems via PRTG, documentation maintenance, internet and basic network principles, adherence to Princes Internal IT Controls, and ITIL foundation principles.

Supporting over 40,000 employees within various locations in the UK. Responsibilities included providing Service Desk support, achieving high levels of resolution at first point of contact, following agreed processes and procedures, actioning IT requests in accordance with SLAs, capturing call/incident details accurately, adhering to escalation procedures, recognising and escalating call/incident trends, highlighting gaps in processes, maintaining high levels of customer service, supporting and administering Active Directory, SCCM, Intune and Azure AD (Entra), troubleshooting MS Windows 10/11 and Office 365 issues, using support & connection tools e.g., LogMeIn, Remote Config Manager, RDP, communicating/updating users via Service Now, O365 & Page-One SMS (Oventus), effective management of all user-based IT equipment, PULL Printing via Safe-Com (PUK Codes), internet and basic network principles, and ITIL foundation principles.

Supporting over 18,000 end users across numerous and various business sectors. Responsibilities included providing outstanding customer service, advice and assistance to customers, partners, and suppliers, primary point of contact for all incidents and requests via Amazon Connect call system, email & the Company Portal (Triage), ensuring detailed and accurate information capture, excellent troubleshooting skills, maintaining strong first-time fix rates, ensuring incidents/requests are assigned to the correct technical groups, prioritising and categorising incidents, assisting in the handling and management of Major Incidents and outages, identifying incident trends, awareness of ITIL and common IT functions, excellent organisational skills, basic understanding of PC hardware, using remote assistance tools e.g., RDP, MS Teams, LogMeIn, managing Windows User accounts using Active Directory, managing Office 365 User accounts using Microsoft Azure AD (ENTRA), supporting Windows 7/10/11 desktop environments, providing support in a Citrix thin client environment, understanding of basic networking principles, good working knowledge of the Microsoft Office Suite, supporting numerous Applications/Packages/Platforms e.g., SAP, Autodesk/AutoCAD, Bentley MicroStation & ProjectWise.

Responsibilities included incident management, escalation point for BAU, major incidents, resolutions & root cause analysis, problem management, change management, ensuring IT systems meet data protection guidelines, disaster recovery testing and support, out of hours on-call support, working with specialist teams, supporting users, environments & applications using ITIL Process/Service Lifecycle, BMC Remedy Incident, Problem and Change Management, Microsoft Windows, Windows Server, Office, SQL Server and SSMS (T-SQL), BMC Control-M Automation, file sharing and data transfers, VMWare and clustered environments, EMC DiskXtender and Centera Storage Solutions, using support & connection tools e.g., VMWare, DameWare, RDP, internal/third-party bespoke applications, SQL databases & web solutions.

Supporting 7,000 end users over 170 sites using MS, Novell, Unix, Citrix, MS SQL Server, bespoke and web-based applications. Responsibilities included managing & advising technical support staff, IT procurement for all sites within the Hospital NHS Trust/Primary Care Trusts, dealing with finance, purchasing, accounts and third-party suppliers, ensuring software licences were registered & updated, working closely with the Project Management Team, testing new hardware and software, ensuring critical Microsoft patches and McAfee AV updates were applied/distributed, recruitment and development of IT Support staff, providing end users with technical advice, deputising for the IT Operations Manager, and providing 24/7 cover for all IT systems.

Responsibilities included operating TRACE machines to capture/sort cheques and benefit agency documents, despatching collated documents to customers, operating Unisys (V-Series) DP1825 Reader and DP1000 Sorter machines, capturing/sorting documents into specified sort patterns, and gaining knowledge of cheque clearing, processes and systems.