Benjamin B.
Head of IT
Experience
Jul 2022 - Present
3 years 2 monthsLondon, United Kingdom
Head of IT
JPMorgan Chase & Co Technology Services
- Responsible for building the internal IT support, including the support team as well as all end user software and hardware for a technology accelerator within JPMorganChase for the Chase UK refactoring and Chase Germany launch
- This involved onboarding and maintaining relationships with 20+ vendors, managing complex budgets and working hand in hand with the Controls and Security teams across JPMorganChase
- Managed the IT service desk and onboarding for 600+ end users in six time zones
- To do this, I hired and managed four IT engineers in the US, India and London and implemented an on-call rota for them
- Maintained a perfect 5 star CSAT rating, averaging ~250 tickets per week
- Fully automated device management and user onboarding / off boarding using Jamf Pro, Entra ID and JPMC's internal Entra / Active Directory environment
- This also including development work to build tools for managing Mac recovery lock passcodes, securing device data even when not booted
- And built tooling for managing Jamf Pro scripts and extensions in Github Cloud, implementing SDLC processes within IT
- Onboarded Netskope Cloud Firewall for on-device Data Loss Prevention
- Aligned more open, modern IT and development practices with the complex security environment within JPMC proper
- Onboarded Google Workspace and Slack with appropriate DLP and comms compliance controls
- Met 400+ complex IT Security controls in time for our onboarding with Chase UK, and collaborated with the Security and Controls teams to write action plans (and meet them) for security controls not being met
- Handled the IT requirements for PCI-DSS compliance
- Worked alongside the platform team to support Github Cloud and Google Cloud for developers, using Wiz and Snyk for code security and CrowdStrike Falcon for End User Compute
- Utilised Azure AD / Entra ID's Conditional Access for secure access to the SaaS estate without the need for a VPN
Nov 2021 - Jul 2022
9 monthsIT Manager
Lyst
- Responsible for leading the internal IT support team at a major fashion startup, including managing a junior Engineer and handling the IT budget (roughly £1M per annum)
- I managed the service desk for 250+ Mac users and some linux and Windows administration, as well as managing the internal network, AV and meeting rooms
- Automated onboarding for new joiners using Automated Device Enrolment with Jamf Pro, Google Workspace and HR platform HiBob. This meant new joiners could be up and running immediately on their first day, providing a great onboarding experience
- Implemented better security practices and reporting at the device (Jamf Pro), account (Google Workspace) and internal network (Meraki) level, feeding data into Slack for root cause analysis and response
Aug 2020 - Nov 2021
1 year 4 monthsRemote
IT Manager
Yoti
- Managing a team of four engineers in London and India, working fully remotely
- ~270 Mac users and ~50 Linux desktop users globally, plus ~200 users on a Debian-based remote terminal plus Chromebooks
- Responsible for adhering to the IT portion of the SOC2 and ISO 27001 standards - writing internal standards, auditing and reconciling issues
Aug 2019 - Aug 2020
1 year 1 monthLead Engineer
Kobalt Music Group
- 2nd and 3rd line Engineer for ~400 Mac users and ~600 Windows users across a dozen international offices, including mentoring and training four junior Support Engineers
Feb 2018 - Aug 2019
1 year 7 monthsLead Mac Systems Admin
Sotheby’s
- Lead Mac and Jamf Pro admin for 400+ Mac users across five international offices
- Rebuilt and upgraded Jamf environment with new distribution points, network segments and moved from Group Policy management (via Centrify) to Config Profiles
- Introduced a zero-touch MDM/DEP based imaging workflow with new scripts / configs / packages for managing software deployment, FileVault, file share access and user setup, bringing the average box-to-desk time down to fifteen minutes instead of about two hours
- Trained first and second-line engineers on Apple and Adobe-specific technologies
Aug 2010 - Feb 2018
7 years 7 monthsUnited Kingdom
Systems Administrator
Flamingo (Omnicom Group)
- Second and third line support for around 150 users in the UK office, and the escalation point for around 100 users in five international offices
- Deployed Munki, DeployStudio and Apple Remote Desktop to manage their Mac estate, and Box / Onelogin to provide cloud storage and SSO
- Managed several large software deployments - Slack (with custom integrations), Office 365 and Google Workspace, amongst others
Apr 2010 - Sep 2010
6 monthsRemote
Support Engineer
Pebble IT
- Remote-based support for a boutique MSP
Apr 2008 - Apr 2010
2 years 1 monthTechnician
XIX Entertainment
- First and second line support for an artist management company with around 250 users
May 2007 - Sep 2007
5 monthsTechnician
Falmouth University
- First and second line support for an art university
Languages
English
NativeEducation
Sep 2002 - Jun 2004
Bridgwater College
AVCE · Information & Communication Technology · Bridgwater, United Kingdom · Merit
Sep 2000 - Jun 2002
Chilton Trinity Technology College
Intermediate GNVQ · ICT · Bridgwater, United Kingdom · Distinction
Certifications & licenses
ITIL(R) Foundation Certificate in IT Service Management
QA Training UK
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