Jason Clarke

JOHN DOE Senior Application Support Analyst & IT Service Desk Lead Essex |- |-| LinkedIn.com/in/ Driving IT Service Desk Performance, Customer Relationships & Operational Excellence 10 years leading the full cycle of IT service and application support within dynamic, fast-paced environments, specializing in optimizing system performance and enhancing operational efficiency. My proven ability to manage service desk functions, lead technical support teams, and drive continuous service improvement aligns perfectly with your focus on delivering top-notch customer experiences in the financial services sector. I bring a deep understanding of infrastructure technology, ITIL processes, and a proactive approach to troubleshooting and problem-solving, making me a strong fit for this role. KEY SKILLS Azure Virtual Desktop | AWS | SharePoint | Microsoft 365 | Desktop Support | Mobile Support | Windows Server Administration | Networking | Disaster Recovery | Training & Documentation | Application Support | SQL | System Integration | Fault Diagnosis | Calypso | Bloomberg | Risk & PnL Systems | IT Service Management (ITSM) | ITIL Process Implementation | Hardware Procurement | Customer Relationship Management (CRM) | Leadership & Team Management TECHNICAL TOOLKIT Operating Systems: Windows, UNIX/Linux | Languages: .NET, Java, SQL | Databases: SQL Server, Oracle, MySQL | Tools: JIRA, Confluence, Sharegate, Azure Logic Apps, Defender for Endpoint | Cloud Platforms: AWS, Azure | Automation: Power Automate, Shell Scripting, Python | Monitoring: Nagios, Splunk, New Relic | Collaboration: SharePoint, Microsoft 365, Teams | Virtualization: Azure Virtual Desktop, Citrix XenApp | ITIL Certification | ServiceNow | Windows Server | IT Asset Management | Virtualization Technologies: VMware, Citrix PROFESSIONAL EXPERTISE Senior Service Applications Engineer, Efficio Jan 2023 - Present Application Optimization and Efficiency • • Managed and optimized various service applications, including Exchange, SharePoint, Power Apps, Power Automate, and Power BI, resulting in a 40% increase in overall system efficiency. Engaged closely with Azure Logic Apps, leading to a 35% increase in automation efficiency, reducing process completion times by an average of 25%. Data Management and Migration JOHN DOE • • PAGE 2 Developed a comprehensive taxonomy for SP sites and the Intranet, which improved content retrieval speed by 50% and reduced search-related queries by 30%. Successfully migrated 100+ on-premises sites to online using Sharegate, which decreased operational costs by 30% and improved data accessibility by 45%. Knowledge Management and Support • • Established and maintained an updated knowledge base, including a FAQs section, which led to a 60% reduction in repetitive support inquiries, saving the team over 200 hours annually. Supervised the resolution of over 1,000 support tickets escalated from the Service Desk, achieving a 99% SLA compliance rate and a 95% customer satisfaction score. Security and Compliance • • Configured and supported Defender for Endpoint, resulting in a 25% reduction in security incidents and a 20% improvement in threat detection speed. Collaborated with the Information Security Management team on audits, contributing to a flawless ISO 27001/2 recertification, with zero non-conformities reported. Project Management and Process Improvement • • • Led multiple business projects, implementing automation solutions that reduced manual processes by 60%, contributing to a 40% increase in overall productivity across HR, Finance, Marketing, and other business services globally. Spearheaded Agile project management practices using JIRA and Confluence, which resulted in a 30% reduction in project delivery time and a 20% increase in team collaboration effectiveness. Managed end-to-end project delivery from initiation to completion, consistently delivering projects on time and under budget, with a 98% client satisfaction rate. Enhanced Application Reliability • Delivered 99% uptime for critical trading systems by implementing robust monitoring and automated alerting mechanisms. Optimized Trade Capture Systems • Achieved a 40% increase in system performance by refining SQL queries and optimizing .NET and Java application code. Cross-Functional Collaboration • Successfully collaborated with Middle and Back Office teams, reducing issue resolution time by 30% across Trade Capture, Risk, and PnL systems. UAT and Production Releases JOHN DOE • PAGE 3 Led the UAT and production release process for new system features, ensuring zero downtime during transitions. Market Data Integration • Improved market data capture efficiency by 35% through the development and deployment of custom scripts and automation tools. Service Desk Management and Optimization • Managed IT service desk operations, overseeing the accurate logging of support tickets, which resulted in a 35% reduction in average ticket resolution time and a 25% improvement in overall team productivity. Quality Assurance and Knowledge Management • Owned the QA of tickets to maintain a high standard, contributing to the development of a robust knowledge base that improved first-time resolution rates by 40% and reduced repeat issues by 30%. Escalation and Vendor Management • Served as the first escalation point for complex issues, achieving a 95% resolution rate within SLA targets and enhancing vendor collaboration, leading to a 20% decrease in escalated issue resolution time. Hardware Procurement and Inventory Management • Managed IT hardware procurement, optimizing inventory levels, which resulted in a 50% reduction in procurement lead times and a 20% decrease in hardware costs through strategic vendor negotiations. Leadership and Continuous Improvement • Led continuous service improvement initiatives, driving a 30% increase in customer satisfaction scores and fostering strong internal and external relationships that resulted in a 15% boost in team efficiency. Microsoft 365 Collaboration Team Lead, Agilisys • • • • • Led a team of 5, fostering a 100% retention rate and facilitating 3 internal promotions through mentorship and training. Maintained a 99% uptime for the company's Intranet, managing both front and back-end content updates. Developed and uploaded documentation to the knowledge portal, which was accessed by the team over 500 times, reducing onboarding time by 20%. Personally resolved 200+ tickets annually, maintaining a resolution time 30% faster than the set SLA. Created and maintained JIRA reports, enabling the team to resolve 95% of tickets within set SLAs. Microsoft 365 Collaboration Engineer, Agilisys • • • Sept 2021 – Dec 2022 Dec 2019 – Sept 2021 Deployed and supported AVD for 200+ users, resulting in a 15% increase in remote work efficiency. Audited client infrastructures, leading to a 20% improvement in system performance after implementing recommended changes. Produced Power Automate flows that saved the company an estimated 300+ hours annually in manual processes. JOHN DOE SharePoint Engineer, Agilisys • • • Aug 2012 – Aug 2013 Managed desk moves and account processes, reducing new hire setup time by 15%. Obtained multiple Microsoft certifications. Sales Assistant, Sports Direct • Aug 2013 – Dec 2014 Migrated 12,000 users from XP to Windows 7, improving system performance by 30%. Resolved 1,500+ support tickets, maintaining a 97% resolution rate within SLAs. IT Support Analyst, Joskos IT • • Dec 2014 – June 2015 Provided desktop support, resolving 95% of issues within SLA timelines. Managed Citrix XenApp, improving user session stability by 25%. IT Support Analyst, Hyperion Insurance Group • • June 2015 – Feb 2017 Resolved over 1,000 support tickets with a 98% satisfaction rate. Administered Citrix, reducing downtime by 20%. IT Desktop Support, IQPC • • Feb 2017 – Aug 2017 Managed SharePoint queries and issues, achieving a 95% SLA compliance rate. Integrated K2 application into SharePoint sites, resulting in a 15% improvement in team productivity. Service Desk Analyst and Mobility Enterprise Admin, CBRE • • Aug 2017 – April 2019 Managed projects across EMEA and US time zones, delivering 10+ projects on time and within budget, achieving a 90% client satisfaction rate. Successfully migrated K2 4.6.11 to 4.7 for all applications, enhancing system stability by 20%. SharePoint Administrator, CBRE • • April 2019 – Dec 2019 Managed the migration of 20+ on-prem SP servers to O365, reducing costs by 25%. Supported the SharePoint team, reducing issue resolution time by 35%. Technical Product Manager, CBRE • PAGE 4 Dec 2006 – Aug 2012 Handled transactions and stock replenishment, consistently exceeding sales targets by 10%. EDUCATION BSc (Hons) Computer Science | University of Hertfordshire -