It project support officer

responsible for conducting workshops, creating and updating knowledge articles and providing training sessions both to team members and clients. Is also essential to stay updated on any change taking place so we can ensure an exceptional service.
Hold weekly meetings with our client’s IS Managers analysing service quality, reviewing processes and plan future operations.
As Service Desk Team Leader, key responsibilities are:
Coordinate staff shift patterns via Microsoft Staff hub and daily operations like tickets backlog monitoring using Service Now.
Manage the service desk and the offshore Operations team when dealing with Major Incidents making sure the impact on the SLAs is the lowest possible.
Staff Management (be the point of contact in case of challenges being faced by any team member, performance reviews, recruitment).
In charge for Office 365 migrations and deployment.
Allocate and setup equipment like laptop, pcs to staff.
Attend meetings with Heads of Project to plan future activities and review our results.
Pilot-testing new software before roll-out to clients.
On-site visits to clients for service checks and meet the IT directors for improving the service.
Manage VoIP phones, assigning licenses and extensions to the team, setting IVRs in case of Major Incidents.
Liaise with external vendors for software licenses queries, mobile and sim cards management.
Recruiting and appropriate use of the Knowledge Base have headed us to hit 97% on Service Level Agreements on a monthly basis with an average of 30% less calls per single staff member allowing them to improve on quality and work on backlogs.
 
Achievements:
- Employee of the year award and Mid-year performance award
- I’ve implemented a new network drive structure to one of our clients, respecting their data security policies, allowing data access process to be quicker, secure and efficient.
- Successfully migrated a customer’s iGel environment to a new Win10 via UMS Console playing a key role from testing to deployment.
 
▪ Senior Associate - Workplace Services (May 2018 – December 2018)
 
Started a whole new project with the company, I’ve been playing a key role in order to achieve our SLAs. I’m the internal point of escalation for any urgent issue or the go-to person for any new starter or not in case of any question.
Technical expertise in several fields, from Active Directory to Intune Portal, Exchange Console to Office365, Windows Pc to iGels.

Providing 1st and 2nd line technical support via phone and emails for desktops, laptops and smartphones.
To log and prioritize support calls for specific external support teams in Service Now.
Troubleshoot network, software and applications issues.
To create and administrate accounts both in Active Directory and Exchange.
Maintaining all the devices available in the company.

Developing software for CNC machines starting from 3D models designed by customers. Marking customer’s logo or codes with specific laser on final products. Duties:
- To analyze 3D models and to convert them into mathematical designs using SolidWorks and AutoCAD.
- Assisting CNC machine during the execution.
- To design logos to mark using FlyCAD.

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