Jason Brown
LONDON
Summary
Seasoned IT Support Specialist with a proven track record at Bank of England, adept in ITIL and Agile methodologies. Excelled in enhancing system efficiency and user satisfaction, demonstrating exceptional troubleshooting skills and a customer service ethos. Achieved significant improvements in IT service delivery, leveraging expertise in ITSM toolsets and fostering team collaboration.
Overview
12
12
years of professional experience
Work History
IT Support Specialist
Reed via Roche Pharmaceutical
05.2022 - Current
- Providing specialist 2nd line support of IT skills systems
- Performing root cause analysis, developing checklists for typical problems, and recommending procedures and controls for problem prevention
- 2nd line support of all IT related issues from in-house software to hardware, such as Laptops, PC’s, mobile and tablet devices as well as other peripherals
- Laptop imaging, Building and project rollouts
- Providing technical and specialist expertise in resolving complex technical issues in an Agile structured environment while adhering to KPI’s/ SLA’s
Service Desk Manager
MCS of UK
London
03.2018 - 03.2022
- Company Overview: London
- Providing leadership to the Service Desk team from both a technical escalation point for direct reports, and a management escalation point for strategic and operational decisions
- Liaising directly with the business to ensure that the service desk strategy is aligned with the overall business objectives
- Ensuring that service requests are responded to in line with the agreed SLA’s and KPI’s as defined for the department
- Motivating the service desk team and instilling a customer service culture that over delivers
- Managing conflict and mediation both inside the team and between teams/services
- Devising best practices and protocols in service desk development
- London
Executive IT Support
Bank of England
London
09.2016 - 03.2018
- Company Overview: London
- Providing technical and specialist expertise in resolving complex technical issues in an ITIL/SaaS structured environment while adhering to KPI’s/ SLA’s
- Being at the frontline of corporate technology implementations and deployments, in addition to supporting the executive team through transitions to new technologies and services through their lifecycle
- Maintaining daily contact with executives while carrying out general IT maintenance tasks; resolving moderate to complex problems, and when required, coordinate with higher level support staff with more complex issues while owning the tracking until resolution
- Responsible for the delivery of specialist training sessions tailored to educate users in the use of basic and specialised applications
- London
2nd Line Desktop Support Technician
Bank of England
London
09.2015 - 09.2016
- Company Overview: London
- Providing specialist 2nd line support of IT skills systems
- Performing root cause analysis, developing checklists for typical problems, and recommending procedures and controls for problem prevention
- Contributing to the development, implementation, monitoring and evaluation of new workflows and systems
- Contributing to the accurate and effective implementation of all new patches and upgrades to systems, in addition to reviewing release notes ensuring that managers are kept fully aware of training/ user implications
- London
Service Desk Analyst
Bank of England
London
01.2013 - 09.2015
- Company Overview: London
- First point of contact for IT, Network & Telephony queries, logging, triaging, and routing all incidents and service requests to the appropriate team
- 1st and 2nd line support of all IT related issues from in-house software to hardware, such as Laptops, PC’s, mobile and tablet devices as well as other peripherals
- Incident manager for major and widespread issues, as well as being the single point of contact on the service desk for 2nd and 3rd line teams
- Maintaining a high degree of customer service for all support queries whilst adhering to all service management principles and SLA’s
- Ensuring appropriate updates are passed to the relevant support teams to assist with resolution
- Advanced AD knowledge
- Creating user accounts, group creation, group policies, and password resets etc
- London
Education
Microsoft 365 Certified: Fundamentals -
Pearson VUE (OnVue)
01.2020
CompTIA A -
5E Ltd
01.2019
ITIL Foundation -
Bank of England
London01.2014
Service Desk Institute Certified -
Bank of England
London01.2014
ECDL - European Computer Driving License -
Bank of England
London01.2014
A Level - Business Studies, Computing and Economics
North London College
London01.1988
GCSEs - 9 subjects at grade A – C including English, Mathematics and Science
Clissold Park Secondary School
London01.1986
Skills
- IT Service Management
- ITIL
- Agile
- ITSM toolsets
- IT Project Management
- Troubleshooting
- Windows 7
- Windows 8
- Windows 10
- Windows 11
- Mac OS
- O365
- MS Teams
- Outlook
- MS Exchange
- VMware Solutions
- MDM
- Apple iOS
- Android
- Hardware Repair
- Software Repair
- Maintenance
- Hardware diagnostics
- Application support
- User credential management
- Service support
- Desktop support
- Videoconferencing
- Product knowledge
- Account management
- Product training
- Staff education and training
- Hardware upgrades
- Hardware and peripherals
- Issue troubleshooting
- Customer service expert
- Mac systems
- Remote support
- TCP/IP
- Microsoft outlook
- Customer service
- Windows xp/vista
- LAN/WAN
- Technical troubleshooting
- Active listening
- Operating systems
- Application installations
- MS office proficiency
- Systems analysis
Hobbies and Interests
- I enjoy football
- Fishing
- DIY
- Spending time with my family
Personal Information
- Nationality: British
- Driving License: Full (clean)
Timeline
IT Support Specialist
Reed via Roche Pharmaceutical
05.2022 - Current
Service Desk Manager
MCS of UK
03.2018 - 03.2022
Executive IT Support
Bank of England
09.2016 - 03.2018
2nd Line Desktop Support Technician
Bank of England
09.2015 - 09.2016
Service Desk Analyst
Bank of England
01.2013 - 09.2015
Microsoft 365 Certified: Fundamentals -
Pearson VUE (OnVue)
CompTIA A -
5E Ltd
ITIL Foundation -
Bank of England
Service Desk Institute Certified -
Bank of England
ECDL - European Computer Driving License -
Bank of England
A Level - Business Studies, Computing and Economics
North London College
GCSEs - 9 subjects at grade A – C including English, Mathematics and Science
Clissold Park Secondary School