J A M E S D O W N E SEmail: downesx@aol.com Date of Birth: 16 June 1985 Mob: 07590433520

PERSONAL STATEMENT

I am a self-motivated and friendly person with excellent people and communication skills. I enjoy working as part of a team, have a willingness to learn new things and enjoy problem solving and troubleshooting, My main strengths are my ability to communicate in a straight forward manner without the need to use technical “jargon” and my ability to deal with the entire user base, from standard users to users with assisted needs to VIP users with the same enthusiasm and dedication.

KEY SKILLS AND TRAINING

• Professional telephone manner, Good interpersonal skills, including listening, questioning and trouble shooting.

• Proven at Providing a VIP service to Judges, Lord/Lady Justices, The Lord Chief Justice and Government Ministers.

• Microsoft Active Directory 2003/8, Microsoft Exchange server 2003/7, Microsoft Windows server2003/08Windows, XP/Vista/7, SCCM, Microsoft office 2003/2007/2010/2013/Office 365,

• Blackberry and BES support and in-house bespoke and third-party owned applications, X-Kryptor and RAS token administration.

• Experience of working in an ITIL Environment• Accessibility/assisted needs software: Dragon Naturally speaking Dolphin supernova,

JAWS screen magnification and Braille support• Use of Apple devices in the Corporate environment and a good knowledge of errors and• work around for all Apple Devices

WORK EXPERIENCE

01/10/2016-31/12/2016 American Express

IT Concierge Manager/ senior 2nd line support engineer

Working in the American Express concierge has been a unique opportunity to experience a new form of IT support in the corporate environment, at AMEX the concierge is the first port of call for users experiencing any IT issues, rather than call the helpdesk we are onsite to support them, this differs from the usual onsite method off user logging a ticket and remote trouble shooting being attempted also The word concierge is very important as this means not only are they made welcome they are actively encouraged to seek us out in the first instance they experience any issues with AMEX

Technology this includes laptops, desktops, blackberries, Iphones, team specific applications or user support applications, assisted needs applications, shared drives, cloud, Microsoft office/365, hardware diagnostic and fault finding, I.E any and all IT issues that the user could experience. This allows us to build relationships at a unique user level which has many benefits to the user base but also makes the IT team as a whole much more approachable!, This allows us to discuss and give insight into future user activities such as new applications/user moves/introduction of new equipment or requirements so that rather than a problem/incident being raised once issues are experienced we can pre-empt this and enhance the user experience as a whole.

I believe that American Express's approach has a lot of merit and I can see other large banks/companies incorporating this method.

01/04/2016-09/2016 Onyx Maintenance

Onsite IT Engineer/Software refresh engineer

Dealing with all company hardware/Software IT issues at main office and satellite offices. Overseeing the upgrading all office Pc’s to windows 10 and office 360 and dealing with

any issues encountered. Training staff on the new IT system and applications to ensure a continuation of BAU

functions. Logging faults with Microsoft due to Cloud application errors found when transferring data

to and from the cloud Using SCCM to re-deploy applications that have not downloaded correctly. Deactivate and dispose of legacy kit securely

01/01/2016 – 01/03/2016 Daisy to MOJ

Roll out support specialist/IT support Trainer

Support the ongoing rollout of court service and judicial users from current in house MOJ IT system to cloud solution.

• Specialist support for legacy applications, domains and user policy used by specifically judicial users and ensuring continuation of service for newly migrated users including presence onsite.

Training of Judges, Lord/Lady Justices on the benefits, best practice of the new IT solution and gaining user support for ongoing project activities.

• Logging faults with Microsoft due to Cloud application errors found when transferring data to and from the cloud and finding workarounds/solutions to issues that Microsoft is yet to hot fix/Patch.

Deactivate and dispose of legacy kit securely in line with government standards of secure disposal.

02/11/2014 –30/12/2015 CSC to TFL

2ND line support and VIP/BAU support engineer

• Support the ongoing Exchange and OS Upgrade from Exchange 2007 to Exchange 2013 (bypassing 2010 totally) across an estate that comprises the use of:Outlook 2000on XP,, Outlook 2003 on XP, Outlook 2007 on XP, Outlook 2010 on Win 7, and windows XP OS users upgraded to windows 7 in line with Microsoft discontinuing support for windows XP.

• Troubleshooting outlook errors across the above platforms and in some cases opening cases with Microsoft directly as an error on our estate never before experienced in live.

• Trouble shooting issues Legacy Apps, historical group memberships imported from legacy Domain, and user issues with new versions of Microsoft office finding workarounds/solutions to issues that Microsoft is yet to hot fix/Patch.

• Ensuring continuation of service for newly migrated users including presence onsite in cases of VIP users.

• Providing help and support to VIP users and training on new Blackberry’s and new webmail system introduced on exchange 2013

• Providing reports and ongoing migration figures at weekly progress meetings with senior TFL management as this is a high visibility project and is being used by CC to win further TFL business.

01/08/2013 – 01/11/2014 CSC to TFL Project Engineer Hardware refresh and

Application deploymentPre-deployment

• Perform site survey, confirm applications required, what network access required, (Citrix/legacy domains)

• Image newly delivered Pc’s using TFL Gold Build, test for any build errors.• Using Active directory Audit users accounts and Pc accounts to ensure

Pc’s and users in correct security and application groups as before upgrade.

Post Deployment

• Troubleshoot any reported errors• Use SCCM to re-deploy applications that have not downloaded correctly.• Deactivate and dispose of legacy kit securely.

28/02/09-01/08/2013 (Including Below secondments) Service Desk Analyst Atos Origin 2LS Helpdesk

• Resolving IT issues logged by users with 1LS with a minimum of delay, using agreed SLA’s within an ITIL framework

• Trouble shooting and fault finding on IT issues which have unexplained faults, liaising with Microsoft and third party companies to eliminate possible causes of faults.

• Using Windows Server 2003/08/12, Active Directory, Remote Desktop connection, Remote assistance and other bespoke IT tools to eliminate possible caused of faults.

• Utilising Accessibility software for users with assisted needs and tailoring this solution to best fit the user’s needs within the IT environment.

• Training users on the new unified desktop IT system, including training new remote workers on the differences between desktop and laptop working.

• Creating accounts for new starters, and introducing them to the MOJ IT system and the differences between this and other corporate/Government IT systems,

• My duties also included Administration of the MOJ Secure RAS tokens which allow users to securely log into the MOJ network from home or abroad.

01/09/2012 – 01/08/2013 Customer Service Management Team(3rd Secondment)

Customer service Engineer

• Visiting users and member of the Judiciary at their homes at judicial lodges and places of work I.E Crown/County/Magistrates courts to resolve outstanding upgrade issues, and to conduct training sessions on the changes and benefits provided by the new Unified desktop strategy provided by Atos origin.

• Working with user base to eliminate outstanding bugs/annoyances with historical in-House applications and ensure a unique user experience for the MOJ users.

Conducting ongoing training sessions with users, VIP/Judges and Training sessions for new users and newly robed Judges on the ATOS/MOJ unified desktop and laptop IT system

18/11/11-01/06/12 Atos Origin Project Team(2nd Secondment)

Project support X-Kryptor client VPN Upgrade project

• Deploying the new X-Kryptor client to all Ministry of Justice’s laptops which includes Civil servants and VIP users I.E Judges, Lords and Lady Justices and Ministers, to a total of 5,800 laptops.

• Liaising with various in-house teams and 3rd party organisations to ensure the weekly rollouts proceed without issue and attending weekly checkpoint meetings with the project manager to answer technical questions from the client.

• Organising and running X-Kryptor clinics round the country to assist VIP users with the upgrade

01/11/2010-18/11/2011 Atos Origin Project Team (1st Secondment)

2LS/3RD Level Project support team Ministry Of Justice IT upgrade

Pre-Deployment

• Identifying and resolving issues that could be raised as part of the hardware and software upgrade of the ministry of Justice’s estate’s 28,000 thousand user’s.

• Software and hardware testing to prevent issues arising in pre-deployment phase, This includes visiting members of the Judiciary at their homes and places of work

• As part of my role I am expected to create documents and have helped to create a laptop user guide for the judiciary which has been used as standard for all MOJ laptop users.

Post Deployment

• Visiting users and member of the Judiciary at their homes and places of work I.E Crown/County/Magistrates courts to resolve outstanding upgrade issues, and to conduct training sessions on the changes and benefits provided by the new Unified desktop strategy provided by Atos origin.

• Organising and running “Refresher” training clinics round the country to assist VIP users with the upgrade and to ensure user base comfortable with changes in IT environment.

Historical Employment Details

28/02/08-28/02/09 Atos Origin Retail RSC Service Desk Helpdesk Analyst

01/08/2007- 22/12/2007

Merrill Lynch (Sub-Contracting for MSB) (Temporary Role)Break/fix co-ordinator and trading floor support.

April 2007- August 07 PR Newswire Client Service Assignment administrator (Maternity cover)

Feb 2007- April 2007 Home Office Executive Officer (Temporary Role)

Dec 2006- Feb /2007 Greyhound pub Customer service/Bar work (Temporary Role)

April 2006- June 2006 LexisNexisTelemarketing Agent (Temporary Role)

Education details

Sedge hill School 1996-2001

References on Request