Tullio Acanfora

Moving on from my Junior position, my user base has expanded significantly after merging with Charles Stanley. All of which I provide technical support to. I manage incidents and tasks via ServiceNow; for timely resolutions in tandem with taking phone calls via CXone, whilst managing day to day emails and our IT mailbox. I troubleshoot remote access solutions (Palo Alto Global Protect VPN, Ivanti VPN), and manage the IT asset inventory, overseeing equipment valued at £10,000+. Develop and maintain technical documentation and training resources to mentor new staff. Collaborate with cross-functional teams (infrastructure, networking and security) to resolve escalated issues and ensure efficient IT operations.

I maintain BAU for my userbase by frequently checking our Splunk console to see if machines are HIP compliant; this is to keep security to a high standard by ensuring quarantined users are able to access the network with minimal downtime. Furthermore, I consistently monitor SolarWinds for any branches with offline firewalls, switches or routers so critical troubleshooting can be conducted before discussing the next steps with our networking team.

One of my more recent responsibilities is managing the SIM cards of our branches. I use the EE mobile manager portal to provide smooth onboarding/termination of mobile voice recordings as per regulatory requirements, as well as the transition of PAC codes.

During my apprenticeship at Raymond James, I delivered 1st and 2nd line technical support to over 800 users across the head office and managed branches via Cisco Jabber, email, and a ticketing system. I was responsible for triaging and resolving service requests, maintaining the IT asset register and software inventory, and coordinating IT onboarding for new employees. This included consultations, device setup, and inductions. I also built and configured laptops with the latest updates to ensure optimal performance and security, and liaised with third-party vendors such as HP for hardware procurement and support. In parallel with my technical duties, I produced a comprehensive 100-page portfolio, earning a distinction for my apprenticeship.