Available to hire
Proactive and enthusiastic IT professional seeking to advance their career in an IT Support role in an international concern, with extensive experience supporting enterprise legal and corporate environments.
Strong hands-on troubleshooting ability across Windows, Microsoft 365, Exchange, Active Directory, iManage (Work 10/Cloud and DMS components), and SQL/T-SQL, supported by ITIL incident/problem management practices and vendor/escalation coordination.
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Language
English
Advanced
Work Experience
iManage Support Consultant at Morae Global
August 1, 2025 - December 31, 2025Short assignment supporting Gibson Dunn during an iManage migration. Provided Tier 1/2 support for iManage users, resolved incidents and service requests, monitored ticket queues, and acted as an escalation point for application issues. Troubleshot iManage Cloud issues, documented solutions, and contributed to the knowledge base while collaborating with global IT teams for seamless support coverage.
IT Technical Support Analyst at Herbert Smith Freehills Kramer
March 1, 2025 - June 30, 2025Supported business-facing applications on a short engagement, providing incident resolution and acting as an escalation point for application issues. Troubleshot corrupt Word documents and investigated issues across Windows 10, iManage Work Cloud, Microsoft 365/Exchange Online, Azure AD, Intapp Time & Walls, InterAction, Intune, BigHand, and Litera Workshare/Compare Docs. Supported M365 components (OneDrive/SharePoint), Azure/hybrid environments, and used ServiceNow/Anywhere 365 for call logging and workflows. Also supported secure sharing and legal application toolsets such as iManage Control Center, Morae importer, proxy/vpn-style connectivity, and document comparison workflows.
IT Application Support Analyst (Consultant) at Albany Beck
October 1, 2023 - December 31, 2024Application support for global financial institutions, handling escalated incidents, coordinating UAT/testing, and supporting minor upgrades. Followed incident/change management processes and performed sys-test/pre-prod/prod testing to ensure upgrades were deployed safely. Investigated and resolved incidents; ensured known issues/workarounds were documented and shared. Maintained awareness of application design, architecture fit-for-purpose requirements, and disaster recovery considerations.
IT Technical Support Analyst at Simpson Thacher & Bartlett
July 1, 2023 - August 31, 2023Provided support and resolution for incidents for business-facing applications. Acted as escalation point for application issues and performed troubleshooting related to corrupt Word documents and support across enterprise legal tooling. Supported environments including Windows 10, Microsoft 365, SharePoint, iManage DMS components, Litera tools, Intapp systems, Exchange, DocuSign, Docusign workflows, remote access/support tools, and ServiceNow call logging.
IT Applications Support Analyst at Norton Rose Fulbright
June 1, 2021 - May 31, 2023Supported firmwide migration from iManage Work 10 (on-prem) to iManage Cloud. Provided third-line operational support for iManage Cloud and iManage SPM, including access provisioning via SPM, supplier liaison for implementation, and post-implementation troubleshooting. Worked through analysis/delivery/testing into operational support, handling incidents/changes for client-server and web-based applications (on-prem, bespoke, SaaS). Raised POs via InTapp Flow, monitored system performance, documented technical knowledge, and coordinated supplier escalations with ITIL-aligned practices.
Senior Systems Engineer at BBC (Ascertus Worksite/Filesite/iManage)
June 1, 2019 - January 31, 2020Owned systems specialist responsibilities for Ascertus Worksite/Filesite and associated platforms, including Windows 10 and O365. Led minor/major upgrades with change management compliance; resolved escalated incidents; supported major incident command/control. Owned problem management for assigned systems and ensured known issues/workarounds were documented. Provided technical consultancy across project lifecycle activities, requirements gathering, architecture/DR fitness, training design input, and vendor relationship management to meet service contracts.
Office 2016 Migration Analyst at Herbert Smith Freehills
April 1, 2019 - June 30, 2019Worked on large-scale Office 2016 migration project, supporting user/client migration from Office 2010 to Office 2016. Provided user support, troubleshooting, and floor-walking with a 'tell us once' approach to resolve multiple queries. Interpreted non-technical support requests, provided plain-English solutions, managed multiple business customers, and ensured deliverables were met under tight deadlines. Supported Windows 10, Office 2016 apps, document comparison and legal document tools, and ServiceNow call logging.
Contract iManage Developer (DevOps) at Freshfields Bruckhaus Deringer
December 1, 2018 - February 28, 2019Worked within a DevOps team as part of a 24x7 global second/third-line support framework for iManage (DMS/IDOL). Triaged and resolved client-raised issues, provided feedback to internal resources, maintained service stability, and completed iManage/SQL maintenance tasks. Created/modified documentation and knowledge base articles, managed monitoring and patch/change processes (including CABS approvals), investigated logs/alerts, and handled importing/moving/exporting DMS data. Provided troubleshooting for related enterprise legal applications and collaborated with projects on implementation/BAU tasks.
Systems Management Engineer (Applications Support) at Linklaters
December 1, 2016 - July 31, 2018Provided application support and maintenance as part of a 24x7 global second/third-line support framework. Supported business-critical applications and immediate response during working hours. Involved in Office 2016 rollout activities and managed/implemented application changes and maintenance. Contributed to BigHand release project (vendor liaison, installation/integration, testing, pilot rollout, and change request initiation). Participated in iManage Work 10 pilot project involving planning, design/build, implementation, installation, configuration, and testing.
Service Desk Analyst at Chiltern Railways
August 1, 2016 - November 30, 2016Assisted O365 rollout from 2013, provided desk-side support, and trained customers on new applications. Maintained high customer service quality, mentoring, and knowledge transfer (remote and face-to-face) in line with ITIL service management. Supported Citrix/XenApp/XenDesktop, RSA authentication troubleshooting, mail quarantine/release workflows, Active Directory and O365 account creation/maintenance, and mobile device configuration.
IT Service Desk Analyst at Freshfields Bruckhaus Deringer
March 1, 2015 - May 31, 2016Provided first/second-line service desk support, logging and resolving calls in Infra Service Manager tool in a legal sector environment aligned to ITIL and SLAs. Delivered remote and desk-side support and maintained/upgraded the knowledge base. Assisted with induction training for new service desk team members, including classroom/one-to-one/WebEx training on Microsoft Office and internal applications. Supported Citrix XD7/XenApp/XenDesktop, RSA authentication, document management (iManage), remote control, document comparison, and mobile/tablet device support.
IT Service Desk Analyst at Charles Russell Speechlys
November 1, 2014 - March 31, 2015Provided consistent first- and second-line support to 600+ staff via phone, remote control, and desk-side visits. Logged and responded to requests within SLA timelines; liaised with technical teams and third-party maintenance suppliers. Investigated known problems and supported resolution through to completion. Configured and maintained Dell desktops/laptops, deployed and supported Blackberry/mobile devices, supported Xerox MFPs and HP printers, and set up video conferencing. Created/maintained/deleted user accounts and provided desk-side IT training to new/temporary staff.
Document Specialist Analyst at Ashurst
March 1, 2007 - March 31, 2014Provided MOS-qualified first and second-line core application support to computer users and supported desktop environment operations. Delivered document production support for partners, supported Microsoft Office applications, in-house products, and financial systems. Supported macros/templates for MS Office and DMS support. Assisted with Windows XP to Windows 7 migration and Office 2003 to Office 2010 rollout, and tested InterAction for IA rollout (including Word sanity test scripting).
Education
SQL Server 2016 Database Administration at London Training
February 1, 2019 - April 1, 2019SQL Server 2016 Database Development at London Training
February 1, 2019 - April 1, 2019iManage Work 10 Certified Systems Engineer (ICSE) at Microtek
September 1, 2018 - July 13, 2026Pitmans Studies Foundation Course in Commercial Studies at Paddington College
January 1, 1982 - January 1, 1989CSEs at North Westminster Community School
January 1, 1977 - January 1, 1983Qualifications
MCSA: SQL Server 2016 Database Administration
January 11, 2030 - July 13, 2026MCSA: SQL Server 2016 Database Developer
January 11, 2030 - July 13, 2026MCSE (qualified)
January 11, 2030 - July 13, 2026Microsoft Office Specialist (MOS) 2003
January 11, 2030 - July 13, 2026Microsoft Office Specialist (MOS) 2010
January 11, 2030 - July 13, 2026Word 2019 Expert Certified
January 11, 2030 - July 13, 2026BTEC Training the Trainer
January 11, 2030 - July 13, 2026iManage Work 10 Certified Systems Engineer (ICSE)
September 1, 2018 - July 13, 2026Industry Experience
Professional Services, Financial Services, Education, Government
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
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Expert
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