Cap Gemini Ernst & Young


10/2002 - 4/2003

My IT career began in October 2002 working for Cap Gemini Ernst & Young (CGEY) in Birmingham.

“Cap Gemini Ernst & Young is one of the largest management and IT consulting firms in the world. The company offers management and IT consulting services, systems integration, and technology development, design and outsourcing capabilities on a global scale to help traditional businesses and "dot companies" continue to implement growth strategies and leverage technology in the new economy. The organization employs around 60,000 people worldwide and reports global revenues of about 8.5 billion euros (2000 pro forma).”

The job consisted of providing first line IT Support to PriceWaterHouseCoopers (PwC) and IBM . This was the most “technical” desk of the company. There were approximately 22,000 employees working for PwC of which 6,000 were a part of IBM. The majority of the employees were situated in the UK with the major offices being in London: Southwalk Towers, London Bridge and Embankment Place. It was not unusual to have employees call from the other side of the world for example Florida or Barbados if they had any IT related problems.

On average, the PwC desk would take an average of 1000 calls a day, each call lasting on average of about 6 minutes. There were approximately 15 analysts working on this desk in the Aston Building situated in Birmingham. CGEY have relocated to Inverness where the majority of the support is handled. The office in Birmingham acts as the over-flow, taking calls that would normally have been taken at Inverness.

Software Supported:



Windows 2000 logo PwC has deployed Microsoft Windows 2000 Professional globally and the CGEY Service Desk is connected to the PwC network.
"Built on Windows NT® technology and the easy-to-use, familiar Windows® 98 user interface, Windows 2000 Professional gives business users increased flexibility. The integrated Web capabilities let you connect to the Internet from anywhere, at anytime—giving your company access to host of flexible, cost-effective communications options. In addition, broad peripheral and mobile computer support make Windows 2000 Professional an ideal operating system for a workforce that increasingly relies on notebook computers."

Lotus Notes v5.0 logo Lotus Notes version 5.0. which is a 'GroupWare' application (shared by groups of users across a network) which allows people to work together effectively.
The programs available in Lotus Notes comprise of: E-Mail, Calendar, To-Do Lists, Address Books, Internet address lookups,Web browsing,Internet e-mail / client software,Internet newsgroup messaging, Secure certificates and Database access.


Mainframe picture The PwC mainframe is a complex system that involves several applications. It consists of enormous computers capable of supporting thousands of staff members simultaneously. All the data contained within the mainframe is the same for all the applications, the difference being the format upon which the data is represented. Data is passed from application to application and stored in repository databases. If an update occurs in one application all applications and repository databases are subsequently updated since the applications flow around the system. The mainframe receives all new joiner and leaver details for the system via a data feed form of a particualr database. The mainframe then performs nightly batch runs from four applications. As a direct result, a number of over-night reports are automatically printed for certain customers directly onto their printers.

Find out how VPN's work PwC/IBM have dedicated dial-in Virtual Private Networks (dVPN) for expanding the global work environment. Hence the Pwc dVPN is global, cost effective and provides access to the PwC network from almost any location in the world via the internet. Other means of accessing the Pwc network apart from standard dial-up include SVPN (site VPN) and HVPN (hotel VPN). SVPN is a method of remotely accessing the network from a client site, using the client site's Internet access in conjunciton with VPN. HVPN is a method of remotely connecting to the PwC network using a broadband or ADSL connection from a hotel room (HVPN is also known as STSN: Suite Technology System Networks).

Hardware Supported:



IBM Thinkpad Laptop EA Socket Xircom adapter
PwC/IBM use a range of hardware products for mobile computing, these include:
  • IBM ThinkPad 600, T20, T21, T22 & T23
  • Compaq Armada M300
  • EA Socket Card
  • XIRCOM Card & Adapters


  • Call Logging Software Used:

    Cap Gemini Ernst & Young use Remedy to log all the calls for all supporting companies.

    "Since 1990, Remedy has maintained a singular focus on Service Management solutions that help our customers reduce costs, improve service quality, and maximize operational effectiveness. By leveraging best practices from thousands of customers and partners, as well as from industry standards such as ITIL, we've developed industry-leading solutions that help you run Your Business, Your Way".

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