MATTHEW THOMAS DUNNE
London
Summary
With over eight years dedicated to technical support at P.J. CAREY, experienced in IT service management. Instrumental in driving seamless operations, Implementation of robust support systems, ensuring high levels of user satisfaction through proficient use of Microsoft products and licensing. Focusing on fostering Digital Transformation, supporting a wide array of devices and systems lifecycles. Aligning external technology services with organizational goals. Playing a key role in managing and maintaining service partner contracts, Products and services Including Negotiation and securing agreements that meet company's Network, Hardware, software, print and telephone requirements.
Overview
2
2
years of post-secondary education
Work history
ICT Support analyst
Careys Civil Engineering
London, Middlesex
04.2016 - 02.2024
- April 2015 – Dec 2015 General administrator 2-week temp Role led to project lead in formalizing Budget management by implementing procurement procedures, Delegation of authority workflow, product and Service Catalogues and Cost heads to streamline manage and track cost across Core projects and Business departments.
- Jan- 2016 – Dec 2016 Project lead Following company’s acquisition of smaller specialist businesses, Rosponsable for Analysing services and assets. Integrating and realigning product and services to meet company requirements. Managing end of life and redundant hardware and services contracts mainly mobile, Dell Assets, Canon Printers Including large format, and Software licencing.
- Assistant project lead office 365, rollout Traveling to sites and offices to provide in person support in configuring devices.
- Jan-2017 – Dec 2017 Overseeing Service desk activities responsible for Managing and maintaining all company mobile devices, delivery and logistics of products and services including delivering and Supporting WAN, Fixed line connectivity and print requirements.
- Coins PTP Project lead Responsible for Supporting roll out of ERP Integrated GRN App, procure devices and Connections, Configuration, and deployment of devices, as well as providing training and technical support.
- Windows 10 SAAS rollout Project lead Assisting project lead Responsible for providing technical support through Active directory/ M365 admin portal and updating ITSM Wiki and process Documentation.
- Jan-2018 – Dec 2018 Rolled out mobile refresh And Negotiated 2yr mobile contract including hardware fund through service partner supplying 1200 O2 data connections.
- Canon printers Roll out Project lead Responsible To assess business requirements and roll out latest model canon MFC as well as Canon Wide format printers.
- Service now Setup project lead Working closely with project managers for successful project completion.responsible for documenting processes, Cataloguing products, service, workflows and creating forms and Configuring access controls and delegation of authority.
- Jan-2019 – Dec 2019 Autodesk Product’s renewal migration to SAAS Licencing model Adobe Renewal migration to SAAS Licencing model Service now Rollout Streamline IT processes, improving overall workflow.
- Jan-2020 – Dec 2020 Business Restructure – role not at risk Covid lockdown WFH furloughed April to June returning to hybrid work Environment demonstrating ability to deliver services remotely.
- Migrated mobile contract provider from Service Partner Direct to service Provider (Telefonica) with 1200 O2 data connections reduced to 800 data Connections Reducing consumption overage and overall spend.
- Jan-2021 – Dec 2021 Strong understanding of mobile contract management as well as procurement, configuration and deployment of hardware and service partner led deployment utilising Intune & Autopilot) MDM Solutions for both (IOS and android) Infrastructure. Providing 2nd and 3rd line support.
- Jan-2022 – Dec 2022 Lead Project manager Time And attendance Donseed stabilization Project Previously managed outside of ITSM Environment. Business restructure led to handover of service to IT. service had been badly managed as well as devices failing, bad connectivity and buggy Software updates as project lead Assess Biometric Devices, standardising System and device settings, connectivity, Access Control, and defining user roles, documentation and ITSM integration.
- Jan-2023 – Dec 2023 Facilities relocation project lead Responsible for assisting project lead in procuring / financing dell Server infrastructure Arraigning logistics to relocate Printers, desk tops, Supervision of Service instilations.
- Jan-2024 – Feb 2024 redundancy Following Company restructure.
Education
Certificate of Higher Education - Computer Sciance
Grantley colledge
01.2000 - 01.2002
Skills
Support
- Operational understanding and experience working in ITIL aligned environment
- ITSM tool (ServiceNow)
- Remote Support (Bomgar)
- Incident Management
- Service Request Fulfilment
- Change Management
Software & apps
- Microsoft 356 Enterprise and associated Apps, Microsoft Entra ID & Active directory
- Coins ERP(Onboarding, Access Control, Raising Orders, Processing Invoices)
- Autodesk Portal (Administion)
- Donseed Portal (Administion)
- Cisco meraki (Administion)
- Adobe And Adobe Creative cloud
Hardware (Support And Servicing)
- Dell Assets
- Logitech teams rooms
- Mobiles (IOS and android)
- Idemia Morpho Biometric
- Cisco Meraki AP's
- Printers, Large format Prinrets & 3D Printers
Manage
- Mobile Contracts Management
- Time and Attendance/Access Control Systems
- Managed Print Solutions
- Telephone Solutions
- Admin Processing
- Logistic Solutions
- Project Management
Network
- Network / Connectivity Support SD-Wan
- VPN FortyCliant / AO VPN
Timeline
ICT Support analyst
Careys Civil Engineering
04.2016
Certificate of Higher Education - Computer Sciance
Grantley colledge
01.2000 - 01.2002
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