United Arab Emirates
+971 (0) 501894994

Alex Jenkins Current Experience

A story is always more interesting than a bullet-list. If you read through my knowledge that I've included below, you'll get a much better idea of who I am, and how I operate in a professional setting.

To begin with, I'm a senior technical support analyst, engineer, and manager with nearly 15 years of experience in the IT sector, almost half of which has been in the UAE. That fact alone tells you some of the most important facts about me.

Over my career, I've worked with companies in virtually every industry in the UK, the UAE, MENA and South Africa. I'm also passionate about solving desktop and server technology issues within service-critical environments, and in a way that rapidly, efficiently, and professionally delivers optimum levels of service to end users.

My expertise extends from an in-depth understanding of frontline hardware and software issues, to how they can be installed and planned, so downtime is minimised through careful planning. This is very important for understanding how I operate.

Additionally, I've spent many years developing my management skills -  by leading both first and second/third-line teams, both here in the Middle East, and in the UK. This was to mainly to improve performance, group cohesion, and most importantly, continually raise levels of customer satisfaction.

Now you've got an idea about me. You can read on to find out the details!

Relevant Skills and Experience:

  • Nearly 15 years of IT-industry know-how
  • Extensive knowledge of the regional market, specialising in the UAE and GCC
  • Familiarity with legal applications: Carpe Diem, Delta View, Compare Docs, Big Hand, Interwoven Desksite, and Worksite
  • In-depth experience of network infrastructures: TCP/IP and DHCP
  • Skilled in MCP 70-282 and ITIL V3
  • Network storage and permissions
  • Extensive remote support knowledge
  • Proficient in web-hosted meeting set-up with Webex
  • Familiarity with a variety of ticket management software platforms
  • Skills training and development expertise
  • Native English speaker
  • UK and UAE Driving Licences
  • Setting up and running virtual machines and servers
  • Remote access and support through LogMeIn and TeamViewer

Employment History:

September 2016 – Current Bird & Bird (MEA), LLP, Dubai, UAE as IT Manager

As the IT Manager, in the first three months, I was heavily involved in a global communication unification project and IT integration for the UAE. Alex manages the IT needs for the Dubai and Abu Dhabi offices and successfully relocated the IT infrastructure and IT services to the new Dubai office without any business interruption.

I established himself as an integral part of the region’s IT team and has worked closely with the UK IT team and the UAE’s Chief Operating Officer to implement a robust resilience and business continuity IT environment in the UAE. The IT hardware, software and infrastructure have been stress tested and are ISO 127001 compliant.

In the last six months I have been involved in some strategic projects, namely:

  • Review of the mobile communication packages and secure the best rates and data bundles for lawyers in the UAE – resulting in cost saving, efficiency for lawyers and better user experience
  • Review of existing IT hardware and also the review of IT suppliers. Rolled out standardised IT equipment to all users on a phased approach. Secured the best possible price and services from IT suppliers - Reduced annual IT spend and enhanced the experience of users and minimised IT issues
  • Created an onboarding checklist for new joiners and worked with HR to develop an IT induction process and procedures - New joiners now receive consistent information have access to the right hardware, software and drives to work seamlessly.
  • Upgraded the servers and other hardware to future proof the IT infrastructure and hardware with robust IT contingencies in place

I proactive provide IT support for the UAE users and ensures that any issues arising relating to desk phones, mobile devices, IT hardware (Desktops/laptops) or software are swiftly resolved. It is my responsibility to manage the UAE helpdesk and the first line IT support to maintain high-quality service delivery and contact with second and third line support as necessary.

 October 2015 – September 2016 – Uniteam Medical Assistance, LLC, Dubai, UAE as Manager and IT Services Desk Leader

Uniteam Medical Assistance – a rapidly growing organisation, based within the Healthcare Industry headhunted me to establish an in-house IT function and design their IT architecture. At Uniteam, I am responsible for defining the IT service and working towards service level agreements with clients in the region. 

My main areas of work are within desktop, server, LAN / WAN, IT security, telecommunications systems, and the corporate website. My role is to provide the highest levels of IT service and ensure computer systems are in the best possible form to enable the business to improve, and actively manage a dedicated IT team. 

Reporting to the MD and CFO, I oversee all operations and ensure data up-time as well as managing the centre, the network, and the end-user systems. Amongst other things, I have developed and actively manage the help desk, and provide support where necessary.

I am further charged with the enterprise resource planning, initiate and implement new IT technologies, consults vendors to develop and implement proposals based on business needs, create, modify and update the IT processes, and provide technical support, and advice.

October 2014 – Current – Computer Services LLC, Dubai, UAE as Manager and IT Services Desk Leader

At Computer Services I was in charge of the management of both our first and second line support teams, where I ensured that they operated as a fully-responsive and robust service to provide proactive support to the growing client base.

I oversaw the highly-skilled IT Support technicians who serve all our corporate clients and their individual IT infrastructural requirements. I spent a substantial amount of time out in the field working with our teams ensuring that we always operate according to our promise of swift and efficient IT support.

I make the most of this time by mentoring my teams in the latest methods and industry practices, as well as liaising with clients to offer a thoroughly personal level of service.

I managed our corporate clients' services through the provisioning of equipment, the implementation and optimisation of their software infrastructure. This hands-on approach has paid dividends over the last year, with a doubling of turnover, and an enviable service record that has seen client referrals increase concomitantly both here in the UAE, and the wider MENA region.

January 2012 – October 2014 – Clyde and Co. – Dubai, UAE as IT Service-Desk Team-Leader (MENA)

During my two years working at Clyde and Co., I in charged with the running of all corporate IT services in the MENA region. Clyde had a staff more than 400 at the time, in seven offices, but had faced numerous problems with their IT helpdesk. With my IT team of nine professional engineers and technicians, I was able to solve all of their issues within their budget parameters. I also faced various other challenges that ranged from social unrest in Libya to different working practices and vendors across the GCC.

My team was not only able to keep all our regional offices up-to-speed on updates and problem-solving, but we were also highly successful in setting up new offices and internal functions in record time. Through our changes, we were able to increase company productivity by over 20% within twelve months.

My other pivotal role with Clyde and Co. was the management of the team's career development programme and their performance management, both of which added significant value to our results in the two years I was in charge.

January 2010 – December 2012 – Kelway LLC (MENA), Dubai, UAE as IT Support Engineer

At Kelway, I was IT support engineer for a number of the company's UAE legal clients that included Pinsent Masons, KL Gates, and King and Spalding, thanks to my in-depth familiarity with a range of legal software systems.

I acted as the sole onsite IT support for these companies, all of which have an international footprint, and all with more than fifty users on each of their sites.

2007 – 2009 – Virgin Media Ltd, Hook, Hampshire, UK, UAE, as Deployment Coordinator and Desktop Support Analyst (Contractor)

At Virgin, I was contracted to develop a new domain management system and manage a team of twelve engineers to migrate over two thousand users from NTL\Telewest to the new domain based at Virgin Media’s Head office in Hook.

Users included all Virgin senior management personnel as well as thirteen business departments.

Apart from ensuring that the deployment was done quickly and efficiently within the time and budgetary constraints.

2006 – 2007 – Aspire Defence (Carillion PLC), UK, as Deployment Engineer (2nd and 3rd Line) - Contractor

At Aspire, an international Defence contractor, I was contracted to deploy my team to complete the upgrade of over 160,000 users onto one platform. Using the full range of my technical know-how, I was able to introduce a working Windows XP platform for 9,000 users over 67 sites within the time specified. The entire operation required the configuring of both desktops and laptops as well as the company's Blackberry facility.

2006 – 2006 – Panacea Services State Street Bank, UK, as Desktop Analyst - (Contractor)

As a contractor for Panacea, I developed and implemented a full-system changeover to a Windows network over a period of just over three months.

The project was highly successful with levels of connectivity that meant efficiency was considerably higher than it had been on the old multisystem platform.

2000 – 2006 – TJ Research Associates Ltd Pharmaceuticals, UK, as Admin and IT and Telecoms Coordinator

Working for six years at TJ Research I implemented new systems that ran on Windows Oss that included a Blackberry email system across various sites and on laptops and desktops.