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 with recent engagements at 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.
Skills
- ITIL principles
- Microsoft Windows 10/11
- Microsoft Office Suite (M365)
- Active Directory & Microsoft Azure AD (ENTRA)
- Remote assistance tools (RDP, MS Teams, TeamViewer)
- VPN configuration (FortiClient)
- Basic networking principles
- Application support (Bluebeam, Trimble, Vantage Point, Adobe, Loop, Autodesk)
- Security & Virus Events management
- Excellent troubleshooting and diagnostics capabilities
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
- 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
Oct 2025 - Nov 2025
Curtins Consulting Limited
Supported 400+ end users across various engineering specialisms and sectors. Provided advice and assistance to customers, managed incidents and requests, and maintained accurate information within the GLPi call logging system. Utilized troubleshooting skills and managed Windows user accounts using Active Directory & Microsoft Azure AD.
IT Service Desk Analyst
May 2025 - Aug 2025
HCRG Care Group Ltd
Supported 7000 end users across healthcare sectors. Delivered high levels of support and customer satisfaction, managed incidents via Redcentric and ServiceNow, and supported NHS applications and platforms.
IT Contractor
Feb 2021 - Jan 2022
Amey Group Services Limited
Supported 20,000 end users across various business sectors. Assisted with applying security updates after a major cyber-attack and reduced the backlog of 1st and 2nd line calls.
IT Service Desk Analyst
Sep 2024 - Mar 2025
Amey Group Services Limited
Supported 11,000+ end users across various business sectors. Provided outstanding customer service, managed incidents via Amazon Connect, and supported numerous applications and platforms.
Business Systems Support Analyst
Jul 2022 - Jul 2024
Princes Foods Group
Supported 7000 employees within offices and production sites. Managed 1st and 2nd line support, administered Active Directory and Azure AD, and supported remote access solutions.
IT Service Desk Analyst
Nov 2023 - Jun 2024
Network Rail
Supported over 40,000 employees within various locations. Provided service desk support, achieved high resolution rates, and managed Active Directory, SCCM, Intune, and Azure AD.
Senior Application Analyst (Technical Lead)
Jan 2004 - Dec 2019
Intelligent Processing Solutions Limited
Managed incident and problem management, change management, and disaster recovery. Supported users, environments, and applications using ITIL processes and various technologies.
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, IT procurement, and software licensing. Worked closely with the project management team for system improvements.
Data Processing Officer
Jan 1988 - Nov 1998
Unisys Payments Solutions Limited
Operated TRACE machines to capture/sort cheques and benefit agency documents. 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
- Jun 2015
BMC Software Education Services
ITIL® Foundation v3 certificate in IT Service Management
- Nov 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
Feb 1999 - Jun 1999
Alpha Training
City and Guilds Level 2 in installing IT products
Feb 1999 - Jun 1999
Alpha Training
GCSEs in Maths, Computer studies, English language, Religious Studies, Physics, Geography & Biology
Maricourt High School