James S

After just a few months of joining Hearst I was promoted to desktop support. As there wasn’t any documentation, before I left the service desk I created all the documentation needed to help train the new service desk engineers which I still keep up to date. At Hearst I support about 1500 users including the CEO. I used Jamf pro to manage our macs. I made policies, update software and image computers. I have also created a few bash scripts users can run to fix common issues. This is in a fix my mac category on self-service. I have made various improvements to the self-service app which wasn’t being utilised to its full potential. After speaking to users, they often said they didn’t use it because everything was out of date. I added/updated all the apps and created various new categories to make it user friendly. I also added some helpful new website links such as the password reset page, expenses and HR portal. We have a project to update our Adobe CS6 suite to CC 2018. I have created a script to remove the old version, backup plugins and make a text document of what was installed for reference. The new software will be installed and replace old dock icons with the new ones so its a seemless experience for the user. When I was promoted I noticed that we didn’t have the correct tools to be able to repair our computers hardware. This meant we had to take them to a 3rd party company to repair at a cost. I put together a kit list and ordered one set for every desktop team member. This has saved the company money and saved my team time because we had to wait days to get the equipment back. Software/Technologies I use: Jamf Pro SCCM Altiris Office 365 2013-2016 Full Adobe Suite CS6 & CC Adobe CC Packager ServiceNow ticketing system Windows 7 & 10 macOS 10.7-10.14 Bomgar Remote Screen sharing (For Mac remoting) Universal Type Client iSpy CCTV Software Hardware: iPhones & iPads Mac Pros Macbook Air/Pro Mac Mini HP EliteBook 840 HP 8200/8300 Toshiba Z40 Laptop

I worked on the service desk for Hearst magazines who produce titles such as Good housekeeping, Men’s Health, Elle, Cosmopolitan and many many more. I support around 1500 UK users and more recently users in Hearst Tower in New York. Hearst have a split of 80% Mac and 20% Windows based computers. My Main duties are taking calls and e-mail requests and escalating where necessary. Below is a list of software and technologies I support. Censhare - Workflow Software Adobe CS6 Casper Suite 9.99 OSX 10.7- 10.11 Windows 7 Font Explorer Pro Palo Alto Global Connect VPN client Bomgar Remote Tool VNC to remote to Macs Symantec Anti-Virus Service Now Ticketing system iOS & Android Microsoft Office 365 2013-2016 Horizon Telephone System Aerohive Wifi Manager PaperCut Pin Printing System LanDesk Ticketing System

Employed through IBM but working on the service desk to a top media company with almost 2000 users. I answered on average of 40 incoming calls daily from users and try to resolve issues remotely using LanDesk and escalate when necessary. We had email requests that come through to the ticketing system and I closed roughly 200-250 a month, which was about 60% of all tickets. My duties included adding users to mailing lists, unlocking accounts via active directory, changing vlan via cisco, extensive Office 365 troubleshooting, setting up and troubleshooting phones on Cisco call manager. Ogilvy had about a 60/40 split of Macs and Windows 7 machines to support. I pushed out new software via Casper Remote for Mac and LanDesk for Windows. I supported/used these technologies/software: WiFi Cisco AnyConnect VPN Client Cisco Prime VLAN Cisco Call Manager (Unified Communications Manager) Cisco Jabber Sophos Anti Virus iOS & Android Mac OSX Windows 7 Active Directory Office 365 Suite Adobe CC 2014 Universal Type Client Casper Suite LanDesk (Remoting and deployment tool for Windows) VNC for Mac remoting Reaction Ticketing system Service Now Ticketing System Java Configuring Lenovo Laptops Macbook Air/Pro iMac Office 365 Project: In April 2015, Ogilvy moved email provider from Gmail to Microsoft Office 365. I was on the front line taking calls from users about various issues they were having. There are a lot of differences between outlook and Gmail, especially in the calendars. I worked closely with the PA's and my manager to see what resolution we can come up with to sort these issues out. Due to my deeper understanding and involvement this lead me to be a contact with Microsoft to raise issues directly with them to work out solutions together.

• A 13 week contract to gain valuable real world experience within the IT industry. • Capturing and Imaging laptops using Symantec Ghost software. • Supporting users over the phone. • Adding new computers to Domains and installing applications. • Troubleshooting laptops that 1st line support could not diagnose. • Using the FedEx system to dispatch laptops around the country. • Updating the service desk logging system. • Had exposure to Bomgar and Kaseya remote tools. • Helping the projects team with gathering information from users about current hardware and getting them to do an internet speed test. • Troubleshooting Dell hardware

• Working as an administrator in the scanning department being in at 8:00 was essential to ensure our daily targets were met • I performed stock checks using a system I created • Writing the correct information on our work sheets is essential as writing the wrong information could result in complaints from customers • Working with a team to ensure SLA are not broken and correspondence is sent up to the teams on time. • Attention to detail was important when inputting numbers into the system they had to be 100% accurate or the document could end up missing its SLA • When scanners broke down and I would be called upon to troubleshoot and get it working again • Handled sensitive data such as passports, birth certificates and returning via recorded post. • I had tight SLA’s with most being close of business.