I have worked within IT and Application Support for over 25 years, gaining experience with companies such as Alliance & Leicester, Unisys, NHS, IPSL, and currently as an IT Contractor via Hays Technology. Most recently, I was employed by Princes Food LTD as a Business Systems Support Analyst. I consider myself hardworking, enthusiastic, and trustworthy. I am experienced in working to time scales, targets, OLAs & SLAs either individually or as part of a team.
Supporting 7000 employees within offices and production sites in the UK, Netherlands, Italy, Poland, France, and Mauritius. Responsibilities included 1st and 2nd line support, Active Directory, Azure AD (Entra), Intune (MEM) & Exchange administration, Remote Access solutions, email & web filtering solutions using Mimecast and Proofpoint, Thin Client (VDI) environment support, Windows 10/11 and Server 2008, 2012 & 2016, Microsoft Office 2010 & Office 365, support & connection tools e.g., Quick Assist, UMS, VNC, RDP, VMWare System Platform knowledge, laptops, PCs, mobile devices, software support, builds, upgrades & installations, Alcatel\Lucent IP Telephony and MS Teams Call Systems, SAP Application & Interface knowledge, printer troubleshooting & setup using ‘Find (Follow) Me’ Printing via Papercut, effective management of all user-based IT equipment, adherence to Incident Management policy, and ITIL foundation principles.
Provided Service Desk support to users of IT systems, acting as a single point of contact for the logging of incidents and requests via STORM DTA & SERVICE NOW. Responsibilities included achieving a high level of resolution at first point of contact, following agreed processes and procedures, actioning IT requests in accordance with SLAs, capturing call/incident details accurately, adhering to escalation procedures, recognizing and escalating call/incident trends, highlighting gaps in processes, knowledge, and tools, providing high levels of customer service, maintaining personal productivity, promoting quality and consistency of service, and supporting and administering Active Directory, SCCM, Intune, and Azure AD (Entra).
Supported 20,000 end users across numerous business sectors. Responsibilities included providing outstanding customer service, advice and assistance to customers, partners, and suppliers, acting as the primary point of contact for all incidents and requests, ensuring detailed and accurate information capture, maintaining strong first-time fix rates, ensuring incidents/requests are assigned correctly, prioritizing and categorizing incidents, assisting in the handling and management of major incidents and outages, identifying incident trends, and supporting Windows User accounts using Active Directory and Office 365 User accounts using Microsoft Azure AD (ENTRA).
Worked within Application Support Services at various IPSL sites in the UK. Responsibilities included incident management, escalation point for BAU, major incidents, resolutions & root cause analysis, problem management, change management, ensuring IT systems meet data protection guidelines, disaster recovery support, out of hours on-call support, working with specialist teams, supporting users, environments & applications using ITIL Process/Service Lifecycle, BMC Remedy Incident, Problem and Change Management, Microsoft Windows, Windows Server, Office, SQL Server and SSMS (T-SQL), BMC Control-M Automation, file sharing and data transfers, VMWare and clustered environments, EMC DiskXtender and Centera Storage Solutions, and using support & connection tools.
Supported 7,000 end users over 170 sites using MS, Novell, Unix, Citrix, MS SQL Server, bespoke and web-based applications. Responsibilities included managing & advising technical support staff, resolving escalated IT incidents & problems, IT procurement, providing technical advice, dealing with finance, purchasing, accounts and third-party suppliers, ensuring software licences were registered & updated, working closely with the Project Management Team, testing new hardware and software, ensuring critical Microsoft patches and McAfee AV updates were applied/distributed, recruiting and developing IT Support staff, and providing 24/7 cover for all IT & Network systems.
Operated TRACE machines to capture/sort cheques and benefit agency documents using specified sort patterns via MICR/OCR. Responsibilities included operating Unisys (V-Series) DP1825 Reader and DP1000 Sorter machines to capture/sort documents into specified sort patterns, and gaining knowledge of cheque clearing, processes and systems.