I have over 25 years of experience in IT and Application Support, having worked for notable companies such as Giro-bank, Alliance & Leicester, Unisys, NHS, and IPSL. Currently, I am an IT Contractor, recently employed by companies like Amey, Network Rail, and Princes Foods Group. I am hardworking, enthusiastic, and trustworthy, with experience in ITIL principles, time scales, targets (KPIs), OLAs, and SLAs, whether working individually or as part of a team.
Skills
- Outstanding customer service and strong first-time fix rates
- Excellent troubleshooting skills and diagnostics capabilities
- Organizational skills and multitasking ability
- Basic understanding of PC hardware and networking principles
- Experience with remote assistance tools and managing user accounts
- Support for Windows environments and Microsoft Office Suite
- Security event management and basic networking principles
- Support for various applications and platforms
Licenses and certifications
- DBS BASIC Certificate (2023)
- BMC Accredited Scheduler: BMC Control-M Workload Automation 8.0 Certification (2015)
- ITIL® Foundation v3 certificate in IT Service Management (2014)
- European Computer Driving Licence (ECDL) (2002)
- City and Guilds Level 3 in supporting IT Users (1999)
- City and Guilds Level 2 in installing IT products (1999)
Awards and achievements
- Relevant Employee & Work-based Courses
- Princes Pathways: Ethical Trading and Human Rights (2023)
- Princes Pathways: Cyber Security - Emails, Spam, Phishing, Malware, etc. (2023)
- Unisys & IPSL: IPSL Risk Awareness (2019)
- Unisys & IPSL: IT Security Awareness (2019)
- Unisys & IPSL: IT-Data Privacy (2019)
- Unisys & IPSL: Unisys Ethics, Anti-Harassment & Discrimination (2019)
- Unisys & IPSL: Health & Safety (Ergo-Wise, DSE, Fire Safety & Manual Handling) (2019)
IT Service Desk Analyst
Jan 2021 - Present
Amey Group Services Limited
Worked as an IT Service Desk Analyst supporting between 11,000 & 20,000 end users across various business sectors. Responsibilities included providing outstanding customer service, troubleshooting, managing user accounts, and supporting Windows environments.
Business Systems Support Analyst
Jan 2022 - Present
Princes Foods Group
Provided 1st and 2nd line support for IT issues, supported Active Directory and Azure AD, managed remote access solutions, and ensured adherence to the Incident Management policy.
IT Service Desk Analyst
Jan 2023 - Jun 2024
Network Rail
Supported over 40,000 employees by providing service desk support, achieving high resolution rates, and maintaining high levels of customer service and productivity.
Senior Application Analyst (Technical Lead)
Feb 2004 - Dec 2019
Intelligent Processing Solutions Limited
Managed incidents, problem management, change management, and disaster recovery. Worked with specialist teams and supported various IT systems and applications.
Senior IT Technician (Team Supervisor)
Jun 1999 - Feb 2004
St. Helens & Knowsley Hospitals NHS Trust
Supported 7,000 end users, managed IT procurement, ensured software licenses were updated, and provided technical advice to end users.
Data Processing Officer
Jun 1988 - Nov 1998
Unisys Payments Solutions Limited
Operated TRACE machines to capture/sort cheques and documents, gained knowledge of cheque clearing processes and systems.
DBS BASIC Certificate
Jan 2023 - Present
Disclosure & Barring Service
BMC Accredited Scheduler: BMC Control-M Workload Automation 8.0 Certification
Jan 2015 - Present
BMC Software Education Services
ITIL® Foundation v3 certificate in IT Service Management
Jan 2014 - Present
QA Ltd / BCS IT Certifications
European Computer Driving Licence (ECDL)
Jan 2002 - Present
St. Helens College
City and Guilds Level 3 in supporting IT Users
Jan 1999 - Present
Alpha Training
City and Guilds Level 2 in installing IT products
Jan 1999 - Present
Alpha Training
GCSEs in various subjects
Jan 1988 - Present
Maricourt High School