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 companies like Curtins Consulting Limited, 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. I excel both individually and as part of a team.
- Outstanding customer service and strong first-time fix rates - Excellent troubleshooting skills and diagnostics capabilities - Proficient in managing Windows User accounts using Active Directory - Experienced in managing Office 365 User accounts using Microsoft Azure AD (ENTRA) - Skilled in supporting Windows 10 & 11 environments - Knowledgeable in basic networking principles (TCP/IP, DNS, DHCP) - Proficient in using remote assistance tools like RDP, MS Teams, and TeamViewer - Experienced in deploying and managing software updates via PDQ Deployment & Inventory - Strong organizational skills with the ability to multitask and prioritize
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Worked as an IT Service Desk Analyst supporting 400+ end users across various Engineering specialisms and sectors. Responsibilities included providing outstanding customer service, troubleshooting, managing Windows and Office 365 user accounts, and supporting Windows environments.
Supported 7000 end users across various healthcare sectors, delivering high levels of support and customer satisfaction, managing incidents via ServiceNow, and supporting NHS applications.
Initially contracted to apply security updates post-cyber-attack, later extended to reduce backlog of 1st and 2nd line calls. Provided customer service, managed incidents, and supported various applications and platforms.
Supported 7000 employees, providing 1st and 2nd line support, managing Active Directory and Azure AD, and supporting remote access solutions and email/web filtering.
Provided Service Desk support to over 40,000 employees, achieving high resolution rates, managing Active Directory, and troubleshooting Windows and Office 365 issues.
Worked as a Senior Application Analyst, managing incidents, problem and change management, disaster recovery, and supporting various applications and environments.
Supported 7,000 end users, managed IT Helpdesk, procurement, and software licensing, and worked closely with project management for system improvements.
Operated TRACE machines for cheque and document processing, gaining knowledge of cheque clearing processes and systems.