ANDY WILLIAMS

07961 109831
Andy.Williams@digitalamulet.com

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's
respected 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 management mentoring 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 administration
Moves & 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 & CheckPoint Pointsec Secure Encryption Administration
In-house Procurement department coordination & external hardware/printer contracts administration
Security and risk management liaison
Typical Daily Tasks and Routines
  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.
 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.
 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.
 Member of the CAB weekly reviews of the Change Management process and procedures and
high level service desk continued communication awareness.
 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.
 Provided technical review and amalgamation of Service Desk knowledgebase's post merger
and the realignment of BAU daily working procedures.
 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 build
and 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.
 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.
 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
Backups - Tapes rotation, administration and configuration
Reuters and Bloomberg software installations
In House bespoke finance applications (Thompson Financial Oasys Global)
Front and back office dealing room support

Experian/GUS, Mayfair- London

Technical Support Engineer, 2003 – 2004 Chairman's Head Offices, Mayfair

Remote and onsite IT support and service delivery for 5 sites in the London region

MS XP/2000/NT/98 & 95 support - Imaging & Security patching

Office 97 & 2000 suites

Heat Call Management & SLA reporting

Hardware/software troubleshooting and support

Telecoms support - PABX/Nortel/Meridian Cabling, Patching and configuration

Remote Access control -RSA/SecurID/ and Cisco VPN

Video/Audio conference systems -Picturetel & Videotron

2002-2003 – Travelled Overseas

CIBC World Markets, City London

Desktop Support Analyst, 2000 - 2002
Helpdesk support and calling logging and strict SLA control with Peregrine Service Centre call
management software.

Installation and configuration of NT4 and Windows 2000 Inc installing updates Novel NT4 to Windows
2000 platform migration Good experience with 95/98/NT/2000/XP platforms & Office 97, 2000 and XP
suites Network building in a Windows 2000 Active directory environment.

Bloomberg & Reuter’s software and bespoke in house Finance Packages deployment.(Oasys and
Alert software Thompson Financial packages) AS400 Symantec imaging and RIS imaging of pc builds
Backup solutions and disaster recovery procedures & providing out of hours support Patching, cabling
and hardware installation PC Hardware construction- Inc laptops, printers, copiers and fax machines
Installing and configuration on Palm & Ipaq hand held mobile devices

Education and Professional Certifications

ITIL Foundation Certificate V3

MCP x8 Microsoft Certified Professional Certification

NLP Practitioner Nuero Linguistic Programming

GCSE x8 Qualifications

REFERENCES
References available upon request