Summary
Overview
Work history
Education
Skills
Affiliations
References
Timeline
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Louis Bristow

Deskside Support Specialist
London

Summary

I am a results-oriented professional with a strong analytical mindset and proven problem-solving abilities.

I demonstrate adaptability and effective collaboration within diverse teams. Committed to delivering innovative solutions that drive project success and create significant impact.

I thrive in High-pressure dynamic environments to learn and progress as a professional.

Overview

3
3
years of professional experience
2
2
years of post-secondary education

Work history

Deskside Support Specialist

Reed Smith LLP
London, City of London
08.2024 - Current
  • Resolve technical issues promptly, enhancing overall system performance using event viewer and knowledge base articles.
  • Troubleshooting LAN/WAN networking, patching, assisting with server upgrades and environmental changes.
  • Providing AV support for executive-level video conferences and meetings
  • Supporting all Reed Smith applications including desktops, laptops, printers/scanners, mobile phones, desk phones for 720+ users globally.
  • Travelling to international offices to provide onsite support
  • Installed new technology systems seamlessly into existing infrastructure.
  • Prioritising workloads to provide white-glove support for senior management
  • Increased client satisfaction by providing specialised support and advice.
  • Diagnosed hardware faults accurately to minimise downtime.
  • Tracked asset metrics with spreadsheets
  • Organising desk setups for new starters, movers and leavers
  • Maintained up-to-date industry knowledge through continuous professional development.
  • Implemented data security measures to protect sensitive information.
  • Led training sessions for staff inductions and skill improvement.

Senior Service Desk Analyst

HFW LLP
London, City of London
11.2023 - 08.2024
  • Oversaw ticket handling process; improved average resolution times considerably.
  • Developed comprehensive incident reports, contributed to long-term solutions.
  • Delivered high-quality customer service via prompt response and resolution of complaints.
  • Liaised regularly with vendors; ensured efficient hardware and software management.
  • Provided Meeting room support for Teams and Zoom
  • Leading mobile phone projects for up to 300 users
  • Managing Active Directory accounts and Microsoft Exchange Admin
  • Contributed significantly towards development of Helpdesk Knowledge base; facilitated swift problem solving for all team members.
  • Improved system performance for end users by identifying and resolving recurring problems.
  • Resolved high-volume calls within stipulated time frames, maintained operational efficiency under pressure.
  • Worked closely with other departments for timely resolution of cross-functional issues.
  • Carried out preventative checks and maintenance at end of customer interactions to prevent need for further support.
  • Troubleshot operating systems, hardware and software problems to identify root causes.

Apprentice Service Desk Analyst

HFW LLP
London, City of London
06.2022 - 11.2023
  • Maintained clean and safe working environment, enhancing overall efficiency.
  • Worked diligently to meet customer needs, resulting in increased satisfaction levels.
  • Handled customer queries efficiently; ensured positive client relations.
  • Took initiative in learning new techniques, leading to improved performance.
  • Collaborated effectively with team members to complete projects on schedule.
  • Assisted senior staff members for better project execution.
  • Engaged productively in teamwork activities; fostered stronger relationships among colleagues.
  • Achieved deadline compliance with meticulous time management.
  • Demonstrated strong attention to detail whilst carrying out complex assignments.

Education

5 GCSE'S -

St. Joseph's College
London
07.2015

Information Communications Technician BCS LVL 3

JUST IT/ HFW LLP
London
06.2022 - 11.2024

Skills

  • Citrix
  • Active Directory
  • CUCM
  • ITIL 4 Foundation Certified
  • Windows 10/Windows 11
  • Microsoft (365, Azure, Intune, Purview, Company portal, VM's, Exchange
  • Apple - iPhone, iMac, IOS
  • iManage
  • Bighand
  • Intapp
  • Mimecast
  • Zoom
  • Powershell (Beginner)

Affiliations

  • Building, upgrading and maintaining computers
  • Playing drums and song writing in a band

References

References available upon request.

Timeline

Deskside Support Specialist

Reed Smith LLP
08.2024 - Current

Senior Service Desk Analyst

HFW LLP
11.2023 - 08.2024

Apprentice Service Desk Analyst

HFW LLP
06.2022 - 11.2023

Information Communications Technician BCS LVL 3

JUST IT/ HFW LLP
06.2022 - 11.2024

5 GCSE'S -

St. Joseph's College

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Louis BristowDeskside Support Specialist