ANDYWILLIAMS

8/8/2019 ANDYWILLIAMS

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ANDY WILLIAMS

07961 109831

[email protected]

OBJECTIVE

With a strong accolade of technical and managerial skills gained within Investment banking I am

confident and eager to achieve the best for myself and my career alike. Armed with solid technical

understanding good constructive leadership skills and approachable soft skills I am now looking for my next fresh challenge.

SUMMARY

I have a 'can do' attitude which drives me to always be the best i can. I have gained great skills and

experience from my previous positions within some well respected companies where I have achieved

great goals and increased my career path which soundly fit my vision and interests alike.

My recent positions within the banking industry as a second line desktop support team manager are

where I have achieved my primary focus productively within ITIL goal lead frameworks. As a desktop

incident manager I successfully gained and implemented my ITIL V3 certification this attributed to a

strong technical professional approach within the business.

EMPLOYMENT HISTORY

Digital Amulet Computer Solutions , Tower Bridge- London

Project\Technical Management, 2009 - Present

This role draws on various aspects of my skill set and experiences which required me to implement a

planned project management roadmap to further progress and ensure its kept ahead of a niche

computer business services provider.

Originally started up as a project sole trading mobile computer repairs provider 2004 and has

maintained a growing varied loyal customer base which now has 3 people working within it'srespected

technical requirements now offering IT services to home users and and SME business support based

contracts within Central London.

Bank of New York Mellon, Canary Wharf- London

Desktop Support Incident Manager, 2006 - 2009

Management of second line desktop support engineers as line managementmentoring and

appraisals, conflict management, business escalations and customer service delivery supporting

1800+ EMEA customers over multiple sites.

Service Delivery within IT managed Services

Remedy 7 & SLA call management within ITIL framework

Desktop Incident and Change Control Management & CAB member

Statistic monitoring and service level improvements

Active Directory,Vmware and group policy administrationMoves & changes coordination and network patch management for London offices.

Landesk&Altris Remote Deployment

IBM Lotus Notes 6,7 and 8 and MS Outlook

Blackberry PDA - Enterprise Server administration and device management/deployment

MS Office Suites 97-2007

Symantec Ghost Image/Multicast XP and Apple Mac deployment and asset management

McAfee Endpoint Safeboot&CheckPointPointsec Secure Encryption Administration

In-house Procurement department coordination & external hardware/printer contracts administration

Security and risk management liaison



Typical Daily Tasks and Routines

y Blackberry Server Administrator for EMEA interfacing with Vodafone accounts and support

representatives. Daily BES account admin/troubleshooting of client and server issues in

association with Lotus Notes 8 migration assistance and deployment from Domino to Client.

y Administration/Deployment and Training of Service Desk and local Desktop support staff on

Remedy 7 Call Management software and bespoke setup of asset management database.

Daily statistical analysis including producing crystal reports on Service Management levels

and continued service improvement and development.y Managing weekly team workshops in service delivery professionalism in association with

monthly business sector head meetings to ensure ongoing SLA's and OLA's are maintained

and reviewing various external underpinning contracts in line with all BAU production support.

y Member of the CAB weekly reviews of the Change Management process and procedures and

high level service desk continued communication awareness.

y Liaison management for Service Desk consolidation relocation project within the technical

teams from London to Manchester this included support, training, development and technical

mentoring of new and current service desk and desk side support engineers.

y Provided technical review and amalgamation of Service Desk knowledgebase's post merger

and the realignment of BAU daily working procedures.

y Key point of contact for the IT business continuity coordination & contingency planning for

disaster recovery infrastructure on the banks London recovery sites from the IT image buildand script testing through to maintaining and ensuring fast IT service delivery on all business

areas and incorporating the results of past and present care log collation for future planning.

y Technical desktop coordinator for in-house moves and changes which involves the planning,

testing and network patching of all desk moves in association with the BAU and Projects

managers move schedule.

y Audio and Visual setup testing and key point of contact for all maintenance service contracts

through Crestron services.

Projects &achievements

Assisted in the decentralization of the Blackberry Management and Procedures as a result of inter-

office research and customer feedback analysis and incorporated into the Lotus Notes upgrade and

restructure.

As a result a major increase in quality of service improvement was achieved with minimal cost and

overall speed of delivery to the business resulted in renegotiated third party carrier contracts and

better cost savings.

Restructuring and realigned of the post merger requirements of all executive client-facing IT facility

office suites including the trial and benchmarking and subsequent installation of our new High

Definition Video/Audio Conference equipment.

As a result of the positive feedback from this exercise the new facilities were utilized more

productively and reduced the overall cost for overseas travelling for conference meetings. This offset

the restructure budget and ultimately placed the IT project management as well as associated

desktop business requirements in good stead for the future.

HSBC Investment Banking and Insurance Brokers, City and Canary Wharf- London

Desktop Support Engineer, 2004 - 2006

Managing Windows NT/Novel Netware/2000/ /XP Platforms

Peregrine and Heat Incident Call Management

Office 97/2000/XP support

Remote Deployment and control - Tivoli, Zen Works/VNC Tools

Symantec Ghost Multicast Desktop Imaging

Lotus Notes 6 deployment and administration

Blackberry and smart phone troubleshooting and database management

RSA Secure ID, Ipass, Cisco & Shiva VPN admin and troubleshooting



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