I have over 25 years of experience in IT and Application Support, having worked with renowned companies such as Giro-bank, Alliance & Leicester, Unisys, NHS, and IPSL. Currently, I am an IT Contractor, recently employed by HCRG Care Group, Amey, Network Rail, and Princes Foods Group. I am hardworking, enthusiastic, and trustworthy, with a strong adherence to ITIL principles, time scales, targets (KPIs), OLAs, and SLAs, whether working individually or as part of a team.
Skills
- ITIL principles
- Customer service and satisfaction
- Incident management and troubleshooting
- Active Directory and Microsoft Azure AD management
- Office 365 and Microsoft Office Suite proficiency
- Basic networking principles (TCP/IP, DNS, WINS, DHCP)
- Remote assistance tools (RDP, Teams, LogMeIn)
- VMWare System Platform knowledge
- Security and virus event management
- Support of various applications and platforms
Licenses and certifications
- DBS BASIC Certificate - Completed. Certificate number: 001153754830
- BMC Accredited Scheduler: BMC Control-M Workload Automation 8.0 Certification
- ITIL® Foundation v3 certificate in IT Service Management
- European Computer Driving Licence (ECDL)
- City and Guilds Level 3 in supporting IT Users
- City and Guilds Level 2 in installing IT products
Awards and achievements
- 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
May 2025 - Aug 2025
HCRG Care Group
Worked as an IT Service Desk Analyst supporting 7000 end users across various healthcare (NHS) sectors. Responsibilities included delivering high levels of support and customer satisfaction, managing incidents via Redcentric, ServiceNow, and the Company Portal, and supporting Windows environments and NHS applications.
IT Service Desk Analyst
Jan 2021 - Mar 2025
Amey Group Services Limited
Supported between 11,000 & 20,000 end users across various business sectors. Responsibilities included providing outstanding customer service, managing incidents via Amazon Connect and ASM, and supporting Windows environments and various applications.
Business Systems Support Analyst
Jul 2022 - Present
Princes Foods Group
Supported 7000 employees within offices and production sites across multiple countries. Responsibilities included 1st and 2nd line support, administration of Active Directory and Azure AD, and supporting Windows and VMWare environments.
IT Service Desk Analyst
Nov 2023 - Jun 2024
Network Rail
Supported over 40,000 employees within various UK locations. Responsibilities included providing Service Desk support, achieving high resolution rates, and supporting Active Directory and Office 365 environments.
Senior Application Analyst (Technical Lead)
Feb 2004 - Dec 2019
Intelligent Processing Solutions Limited
Worked within Application Support Services, managing incidents, problem management, and change management. Supported IT systems, data transfers, and disaster recovery, and collaborated with various specialist teams.
Senior IT Technician (Team Supervisor)
Jan 1999 - Feb 2004
St. Helens & Knowsley Hospitals NHS Trust
Supported 7,000 end users over 170 sites, managed the IT Helpdesk, and handled IT procurement. Responsibilities included software licensing, project management, and recruitment and development of IT support staff.
Data Processing Officer
Jun 1988 - Nov 1998
Unisys Payments Solutions Limited
Operated TRACE machines to capture/sort cheques and documents, and later worked in the Image Processing Section. Gained knowledge of cheque clearing processes and systems.
DBS BASIC Certificate
- Jan 2023
Disclosure & Barring Service
BMC Accredited Scheduler: BMC Control-M Workload Automation 8.0 Certification
- Jan 2015
BMC Software Education Services
ITIL® Foundation v3 certificate in IT Service Management
- Jan 2014
QA Ltd / BCS IT Certifications
European Computer Driving Licence (ECDL)
- Jan 2002
St. Helens College
City and Guilds Level 3 in supporting IT Users
- Jan 1999
Alpha Training
City and Guilds Level 2 in installing IT products
- Jan 1999
Alpha Training
GCSEs in Maths, Computer studies, English language, Religious Studies, Physics, Geography & Biology
Maricourt High School