Summary
Overview
Work History
Skills
References
Timeline
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Joshua Gray

Joshua Gray

London

Summary

Adept at transforming IT services, I spearheaded Arup's Executive Support Department, elevating executive satisfaction through bespoke IT solutions and leading a team to surpass KPIs. With a proven track record at Merrill Lynch, my blend of emotional intelligence and leadership, coupled with expertise in problem-solving and technical support, consistently delivers exceptional customer service and operational excellence.

Overview

10
10
years of professional experience

Work History

VIP Global Service Team Leader

Arup
London
01.2021 - Current
  • Established and led Arup's Executive Support Department, building a robust IT white-glove service from the ground up to support 110+ executives and EAs, ensuring 24/7 technical service availability
  • Developed strong relationships with executive members to tailor IT solutions to their specific needs, leading to enhanced service satisfaction
  • Designed and implemented service strategies, frameworks, policies, and procedures that are tailored to dealing with high pressure situations and people
  • Created and delivered multiple training programs for executives, focusing on AV equipment, OneDrive, CoPilot, and Teams
  • Directed a high-performing support team to exceed KPIs, fostering a culture of motivation and continuous improvement
  • Embraced agile methodologies and regulatory compliance, managing service issues, incident response, change controls, and capacity management
  • Orchestrated robust technical support across the IT estate including infrastructure, hardware, software and telecoms

Senior IT Support Engineer

Arup
London
04.2015 - 04.2021
  • Deliver high-quality and responsive 2nd line IT technical support to approximately 2,500 London-based users within a 10-person support team
  • Provided remote and onsite assistance at two London head offices, ensuring quick and efficient resolution of incidents and requests
  • Delivered responsive, high-quality 2nd line IT support to 2,000+ users within a 10-person team across Arup’s London offices
  • Provided comprehensive helpdesk support across ServiceNow for 1st, 2nd, and 3rd line inquiries, spanning Active Directory, Office 365, OS Deployment, Windows 10 upgrades, and antivirus solutions
  • Led global mobile phone support, ensuring reliable connectivity and assistance for a global workforce
  • Excelled in troubleshooting for Cisco phones, Lync, Skype for Business, Teams, and video/audio conferencing systems
  • Managed VoIP migration from Cisco phones, providing seamless telephony support for iOS and Android devices

1st Line Support

Merril Lynch
London
  • Break/fix and Moves
  • Supporting front, middle and back-office desktop IT moves over 6 years
  • Pre-project planning/surveying/software evaluations
  • Call logging, management, and customer liaison
  • Dispatching goods, internal/external to users globally
  • Hardware installations
  • Technologies; Dell & HP hardware, Windows 10, Reuters, EBS, Amulet, Bloomberg, Remote Desktop, Dame Ware v5, ITSM, Ariba, EML, Tech-Direct

Skills

  • Problem Solving
  • Emotional Intelligence
  • Resilience
  • Leadership
  • Communication
  • People management
  • Customer service

References

References available upon request.

Timeline

VIP Global Service Team Leader

Arup
01.2021 - Current

Senior IT Support Engineer

Arup
04.2015 - 04.2021

1st Line Support

Merril Lynch

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Joshua Gray