Engineer Support

Paul Davies BSc

* ********** ****, ***********, *********, GU14 6GY

079**-****** LinkedIn

Proven IT Professional with over 20 years’ experience with multiple technologies. Currently supporting over 5000 customers for a leading Managed Service Provider. Expertise in both Apple and Microsoft technologies. Lead in hi profile infrastructure projects. Proven leader and competent trainer with the ability to effectively communicate to all.

Competencies

Customer Focused

ITIL Qualifies

Desktop application engineer

Infrastructure Support and deployment

Solution implementation

Excellent task and Incident management

Wide ServiceNow experience

Landesk, SCCM, Jamf certified

Excellent Net Promoter scores with continual high percentages

Excellent trainer in both process and technologies

Communicative and approachable.

Professional Experience

Client Systems Engineer – ServiceNow Inc Jan 2016 – Present

Implementation of SCCM

Application Packaging

Windows desktop infrastructure planner

Multiple worldwide projects and implementations

Acting a sole engineering representative for EMEA and APAC

Patch management through Landesk/SCCM/Jamf

Software Distribution through landesk/SCCM/Jamf

Liaising between engineering and support

Implementation of Desktop management

Providing 3rd and 4th line support for Windows Desktops

Supporting teams in US, EMEA and APAC

Mac Engineer – ServiceNow Inc Jan 2015 – Jan 2016

ITIL V3 Foundation qualified

High Net promoter scores

Member of successful service desk team

Support SAAS

Supporting US, EMEA and APAC (3000+ users)

Mac and Windows infrastructure

Mobile devices

Mac and Windows OS trouble shooting and support

Experience working to SLA’s

Responsible for all company Onboarding for the UK

IT manager – REPL Group April 2014 – Jan 2015

Managed IT support team

Support to staff/users worldwide including USA, APAC and Europe

Successful migration of Office 365

Multiple server support

Support of Mac’s and PC’s

Desktop application support for both Mac and Windows

Lead in all IT strategies and purchasing

Successfully project managed a number of IT projects

IT manager – Churchill Medical Centre Oct 2001 – March 2014

Managed IT support team of 5

Provided HRM to IT support team such as performance management

Member of management team

Staff appraisal, 1:1 and mentoring.

Education

MA/DIP Business Studies – Kingston University

BSc Engineering Product Design – South Bank university

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