Joshua Gray

• Worked as Executive Support Technical Lead and tasked with setting up and leading the first-class IT white glove technology support function to provide technical services to 110+ Executives and EAs, worked in a global and hybrid operating model with the requirement for a 365 and 24/7 technical support infrastructure.
•  Set-up the Executive Support Department from scratch, going from a non-existent to a well-run service
•  Established robust service strategies, frameworks and scopes, defined policies and procedures, and set
• Creating multiple training programs for the Vips to become more familiar with AV equipment, Onedrive and Teams. (One on one and in a group enviroment)
• KPIs and SLAs.
•  Managed the Exec/VIP Support Team, empowering individuals to exceed KPIs through motivational leadership
•  Orchestrated robust technical support across the IT estate including infrastructure, hardware, software and telecoms.
•  Collaborated with cross-functional teams, weekly service calls and company-wide presentations.
•  Delivered programmes and projects to enhance service performance and ensure continued BAU operations.
•  Fostered agile working methodologies, embedded regulatory compliance and best practice processes for service issues, incident management, change controls, deployment, asset and capacity management to meet challenging SLA’s.

I have extensive experience in providing comprehensive helpdesk support across ServiceNow, including 1st, 2nd, and 3rd line support both remotely and desk-side. My expertise spans Active Directory, Microsoft Office 365, Operating System Deployment (OSD), and Windows 10 upgrades, along with installation and deployment of antivirus software and other key applications. I am proficient in SCCM, telephony support for iOS and Android devices, and migration of users from Cisco phones to VoIP. With hands-on experience in supporting Cisco phones, Lync, Skype for Business, Teams, and managing video/audio conferencing, I excel in troubleshooting a wide range of hardware and software issues. Additionally, I serve as the global lead for mobile phone support, ensuring seamless connectivity and support for a global workforce.