Jake Archer
Royston
Summary
Seasoned Systems Support Manager with experience in managing and improving IT systems, network operations, and end-user support. Strong skills include problem-solving, team leadership, and knowledge of various hardware and software solutions. Have contributed significantly to system efficiency and user satisfaction in previous roles by implementing strategic IT support policies and procedures.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Systems Support Manager
David Lloyd Leisure LTD
Hatfield
10.2022 - Current
- Led an overhaul of several core business applications and associated outsourced support models.
- Delivered a world-class support function, with a support team of 11, and alongside service managing 30+ vendors.
- Developed and implemented IT policies and procedures to ensure compliance with industry standards, such as ISO 27001 and ITIL.
- Assigned and reviewed the work of IT project managers, systems analysts, and developers, while ensuring adherence to contractual SLAs by our third-party vendors.
- Controlled operational IT budget and expenditures within department parameters.
Senior Cyber Security Specialist
Barclays Bank PLC
Canary Wharf
07.2018 - 10.2022
- Delivering Symantec VIP Two Factor Authentication solution across the entire firm including drafting High Level Designs, assessing technical requirements and negotiating Service Level Agreements.
- Ownership of multiple security systems including RSA Two Factor Authentication, Data Loss Prevention, Microsoft Bitlocker and PGP Encryption.
- Assisting and planning projects with the assistance of Project Management Resources and JIRA Project Management software.
- Training and producing training material for Level 1 and 2 support teams.
Service Desk Team Lead
Bidwells LLP
Cambridge
06.2017 - 07.2018
- Managing the day to day operations of a Service Desk consisting of 6 analysts across 2 sites.
- Ensuring all incident and problem records are kept up to date as well as safeguarding these against SLA breaches.
- Completing a roll out of new Incident and Change management system in conjunction with updating support documentation, policies and procedures.
- Supervising a number of projects to update legacy and bespoke technologies within the firm to more streamlined and integrated solutions.
- Generating reports and metrics relating to both Technology Operations and Technology Utilization to support the development of an informed technology road map.
IT Support Analyst
Bidwells LLP
Cambridge
05.2016 - 06.2017
- Supporting executive members of the firm with new and ongoing technical issues.
- Management of a wide range of technical infrastructure including Exchange, Active Directory and Networking Equipment.
- Enacting a complete overhaul of Audio Visual systems across all business sites.
- Liaising with external support teams and MSPs to troubleshoot bespoke and legacy application suites.
IT Apprentice
Bidwells LLP
Cambridge
06.2015 - 05.2016
Education
Level 3 Diploma - ICT Professional Competence
Cambridge Regional College
Cambridge01.2016
A2 - History and Economics
Long Road Sixth Form
Cambridge01.2015
AS - ICT, History and Economics
The Leys Sixth Form
Cambridge01.2014
GCSEs -
Bassingbourn Village College
Cambridgeshire01.2013
Skills
- ServiceNow ITSM
- Budget administration
- Major Incident management
- Service level agreements
- Change management
- Stakeholder communication
- Vendor management
- Service delivery
- Budget control
- Project coordination
- SCCM
- Symantec DLP
- PGP Encryption
- Kaspersky Antivirus
- Citrix Director
- Office 365 Administration
- Netsupport
- CyberArk
- Tenableio
- Splunk SIEM
- Powershell
- RSA Authentication Manager
- Microsoft Bitlocker
- Sophos Web Filter
- Mimecast
- Teamviewer
- Windows 7 & 10
- Intune MDM
- Tenablesc
- Confluence
- JIRA
- Symantec VIP Two Factor Authentication
- Censornet Web Filter
- Active Directory
- Mitel
- LogMeIn
- Red Hat Enterprise Linux
- Sunrise ITSM
Websites
Certification
- Symantec Certified Specialist – Symantec Data Loss Prevention
- Symantec Certified Specialist – Symantec VIP Two Factor Authentication
References
References available upon request.
Timeline
IT Systems Support Manager
David Lloyd Leisure LTD
10.2022 - Current
Senior Cyber Security Specialist
Barclays Bank PLC
07.2018 - 10.2022
Service Desk Team Lead
Bidwells LLP
06.2017 - 07.2018
IT Support Analyst
Bidwells LLP
05.2016 - 06.2017
IT Apprentice
Bidwells LLP
06.2015 - 05.2016
Level 3 Diploma - ICT Professional Competence
Cambridge Regional College
A2 - History and Economics
Long Road Sixth Form
AS - ICT, History and Economics
The Leys Sixth Form
GCSEs -
Bassingbourn Village College
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