Technology enthusiast and advocate. Technology Solutions Specialist at Nestlé. University of Sunderland graduate.
Diamond Google Product Expert, Mentor and Local Guide, supporting a variety of Google products.
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Technology Solutions Specialist | September 2018 - Present
- Responsible for the implementation, integration, administration and support of client, network, mobile and collaboration technologies for all Nestlé UK and Ireland factory and office locations.
- Market integration lead for Internet of Things solutions, enabling the business to improve efficiency, productivity and unlock new business opportunities.
- Market engagement lead for Microsoft 365 services, empowering and enabling colleagues across the business to work more effectively and efficiently.
- Responsible for initiating and monitoring actions to investigate incident patterns and trends. Adept at determining the appropriate resolution, as well as preventative measures, whilst adhering to change management procedures.
- Responsible for on call business critical incident response, on a rostered basis, ensuring the provision of a 24/7 service as agreed in published service level agreements.
- Responsible for the management and forecasting of capital expenditure required by the business to acquire, maintain, and upgrade IT assets.
IS/IT Graduate | September 2016 - September 2018
2 year scheme, with 6 month rotations in various departmental teams across IT Customer Care, Digital and Technology Solutions. Responsibilities by team include:
- Customer Care: Operational/major issue management, communication management, change management and knowledge management.
- Digital: Work request and project management, system, service and data record auditing for company websites.
- Technology Solutions: Client, network, printer and telephony configuration, maintenance and issue resolution.
Infrastructure Support Analyst | June 2014 - August 2015
- Took ownership of and responded to requests and incidents for networks, server and telephony services for all Nestlé UK&I factory and office locations.
- Technical configuration, maintenance and upgrade of network infrastructure, such as switches, routers, wireless controllers, handheld scanners, servers and associated software services.
- Remotely managed client and network devices correcting problems including, but not limited to, misconfiguration and device failure whilst adhering to change control processes.
- Developed and documented appropriate troubleshooting techniques and guides for new and existing platforms and provided standard operating procedures by working with senior colleagues.
- Acted as an ambassador for Microsoft Lync (Skype for Business), training users on new collaboration tools and troubleshooting specific migration and usability issues.
- Responsible for disseminating new knowledge or feedback regarding product/service related issues to other colleagues and end users.
Diamond Product Expert | December 2011 - Present
- Responding to, troubleshooting and resolving customer issues with a multitude of Google products via a variety of Google support channels.
- Escalating critical issues, bugs and service disruption alerts to Google community and product teams.
- Mentoring other community members and Top Contributors, carrying out knowledge transfers, as well as providing tone and answer quality advice.
- Testing, evaluating and providing feedback on new features, devices and products.
University of Sunderland
BSc in Network Computing | 2012 - 2016
- Graduated with highest classification, First Class Honours
- Received the SIEM Prize for academic excellence in achieving the highest overall mark in Network Computing
- Dissertation titled "Automating a Group Project Self-Peer Assessment Process", 2016
Honors & Awards
- Commercial achievement award by Sage UK – development of an outstanding system involving invoice management (2014)
- Travel grants by Google:
- Global Google Top Contributor Summit in Mountain View, CA (2013, 2015)
- European Google Top Contributor Summit in Dublin, IE (2015)
- Local Google Top Contributor Summit in London, UK (2014, 2016)
- Regional Google Top Contributor Summit in Dublin, IE (2017)
- Global Google Product Expert Summit in Mountain View, CA (2018)
- Regional Google Product Expert Summit in Berlin, DE (2019)
- Operating Systems: Windows 10, 8, 7, Vista, XP; Ubuntu, Kali Linux
- IDE’s: Visual Studio, Visual Studio Code
- Database Management: MySQL Workbench, SQL Studio
- Languages: ActionScript, ASP.NET, C#, Cisco IOS, CSS3, HTML5, PHP, SQL, VBA
- Desktop apps: Cisco VIRL, Cisco Packet Tracer, VMWare
- Cloud apps: Office 365 Suite (incl. Forms, Power BI, Power Automate & PowerApps), ServiceNow