Manager Management

ANDREW KEMP

• 856-***-**** • ******.******@*****.***

http://www.linkedin.com/in/andrewkemp1

TECHNICAL SKILLS

Desktop Operating Systems: Windows XP, 7,8 & MAC OSX

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Server Operating Systems: Windows NT4 server, 2003, 2008, SBS 2008 and BES 5.0

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Office and mail clients: Office 2003, 2007, 2010 including Outlook and Lotus Notes 8.5

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Mobile devices: Blackberry, Android, iPhone and iPad plus Good for Enterprise

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Applications used/supported:

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o Imaging & Backup – Ghost, BrightStor/Arcserve, Replistor

o AntiVirus & Firewall Norton, Sophos, AVG, Zonealarm and Windows Firewall

o Remote Teamviewer, Dameware, PCAnywhere, Terminal Services and GoToAssist

o Helpdesk Remedy, Hornbill

o Financial Bloomberg, Standard and Poors, Thomson One, CODA Financials, FX Connect

o Others Scriptlogic, Lexis Nexis, Shavlik, Interwoven Filesite, Citrix, VMware

Other technical skills: WAN/LAN troubleshooting, wireless networks, Active Directory administration, telephone

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switch administration, data center management & support, SQL 2005/2008 & Sharepoint administration.

Hardware: HP, Toshiba, Dell, Lenovo desktops, laptops and tablets, HP Proliant servers, Cisco VoiP handsets, HP,

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Canon, Lexmark and Brother printers & multi function devices.

PROFESSIONAL EXPERIENCE

SynCore Technology Solutions – Philadelphia April 2012 – July 2012 & Feb 2013 – current

IT Consultant (part time)

• Provided IT troubleshooting, implementation and consultation for contracted clients.

• Produced documentation of solutions and technical information enabling the client to troubleshoot and self

diagnose.

• Software upgrade support for Oak Street, billing and invoicing system.

Macquarie Group/Delaware Investments – Philadelphia July 2012 – January 2013

US Based Asset Management firm with $353billion assets under management as of September 2012

Desktop Support/Client Services

• Provided IT support for 600 users in Philadelphia, Boston and San Francisco, both desk side and remotely.

• Member of the Windows 7 migration project team.

• Business Asset Manager responsible for maintaining PC and laptop inventory.

• Participated in annual BCP testing.

• Liaised with global support teams to triage major incidents & worked with 3rd party vendors to resolve hardware

issues.

Habitat for Humanity – Burlington County, NJ July November 2011

Non profit organization

Windows 7 Migration Project – volunteer position

• Completed a review of existing workstations, making recommendations on hardware and operating system

upgrades.

• Upgraded all desktop hardware and migrated users to Windows 7 with zero issues and minimum downtime.

• Provided procedures to promote internal support on IT operations such as wireless security and proper desktop

disposal.

• Resolved major issue caused by WSUS on SBS 2008, recovering over 200Gb disk space.

Aberdeen Asset Management – Aberdeen, Scotland January 2006 – August 2010

Global Asset Management organization with $60 billion assets under management as of January 2006 $290 billion as of

August 2010

Service Delivery Manager – Information Technology

Promoted to this diverse position from Team Leader to oversee the provision of the desktop infrastructure and support

services for the European regions approximately 1000 users in 12 locations.

Managed UK support teams across 3 sites and continued in role as Aberdeen Team Leader.

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Provided desktop and server support and remained part of the on call team.

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Escalation point for major issues and subsequently owned issues through to resolution and post mortem.

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Responsible for the technical documentation library and knowledgebase.

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Made hardware recommendations and owned the development of the company standard desktop build.

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Owned Business Continuity plans for UK sites and organized annual recovery testing all test results 95% or

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greater.

• Key point of contact for auditors, helping Aberdeen achieve SAS 70 accreditation.

• Incident/Problem managed major issues through to resolution.

• Managed software licenses, 3rd party vendors, contracts and renewals keeping costs within the annual budget.

Key Achievements;

o Office relocation of 12 staff in Budapest, Hungary.

o IT Service Provider selection for Private Equity divestiture. Researched, interviewed and recommended

vendors then worked with the 3rd party to successfully transition the business onto new infrastructure.

Team Leader – Information Technology

• Managed a team of 3 employees providing telephone and desk side support for the Aberdeen head office.

• Part of the on call team providing 24/7 assistance, working evenings and weekends when necessary.

• Supported all levels of staff from receptionist through to Chief Executive including critical dealers and traders.

• Attended annual shareholder meetings, assisting with presentations.

• Liaised with global support teams in US and Asia in addition to 3rd party vendors and contractors.

• Created support matrix identifying vulnerable areas of support and organized appropriate training.

• Built Windows 2003 & 2008 servers in accordance with company standards.

• Planned and executed annual disaster recovery testing.

• Created new helpdesk workflows for acquisition transitions including Deutsche Bank and Credit Suisse.

• Promoted to the role of Service Delivery Manager after three and a half years.

Key Achievements:

o Established new Aberdeen disaster recovery site.

o Aberdeen office consolidation of 175 users from 3 sites to 2 sites, including relocation of data center.

July 1998 –December 2005

Capgemini – Inverness, Scotland

Global IT Services and Consultancy

2nd Line Remote Support Team Leader

• Responsible for mentoring and developing a team of 6 through a series of monthly reviews and annual appraisals.

• Provided the escalation point for all issues from the 1st, 2nd line and user administration teams.

• Utilised tact and diplomatic skills when dealing with unsatisfied customers.

• Liaised with Service Delivery Manager, Service Improvement Manager and client contacts closely during the

transition phase.

• Contributed to the knowledgebase and identified opportunities for “shift left” where tasks could be moved from the

2nd line team to 1st Line and from 3rd line/Server Management to 2nd Line.

• ITIL V2 Foundation certified.

2nd Line Desktop Support

• Developed strong interrogation and listening skills to provide advanced diagnosis and troubleshooting over both the

telephone and face to face.

• Used advanced technical knowledge to deal with complex support issues and NT4 server/workstation installations.

• Travelled frequently between office locations, working autonomously and prioritizing work to meet SLAs.

• Provided 24/7 on call support and worked in evenings/weekends when necessary for projects and IMACS.

• Administered an Aspect telephony switch, setting up complex voice queues and extracting data to provide statistical

reports.

• Liaised with 3rd party support teams and external vendors across the UK and in India.

• Promoted to the role of 2nd line Team Leader for a new external client.

1st Line Helpdesk Analyst

• Part of a twelve strong helpdesk team operating from 7am to 2am, supporting both internal and external clients.

• Logged tickets on the Remedy Helpdesk system and attempted first time fix or referred to 2nd line support.

• Extracted data from the Remedy system to provide statistical information for client reports.

• Responsible for setting and monitoring system backups, carrying out user admin tasks and manually running batch

processes.

AVAILABILITY

Available to start work immediately, legally authorized to work in the US and does not require VISA sponsorship.

Contact this candidate