Introduction: I have more than 12 years of experience providing support for Mac and Windows computers in various sectors, including Publishing, Media, Banking, Pharmaceuticals, and Government. As a desktop specialist, my expertise in different areas of IT, such as 1st and 3rd line support, enhances my effectiveness as a 2nd line desktop specialist. My motto is "In pursuit of excellence." Having worked for Managed Service Providers (MSPs), I am familiar with their operational models. Some of my past employers include News Corp UK, FOX Productions (WarnerMedia/CNN, HBO), Sky & Disney – A+E Broadcast Networks, BBC, The Economist, Harper Collins, Mozilla, AstraZeneca, WPP HQ, Net-A-Porter, Grey London, J. Walter Thompson, Ogilvy Group, Barclays Bank, VNU Business Publications, Hill and Knowlton, Deutsche Bank, and more.