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 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
- Office Suite (M365)
- Active Directory & Microsoft Azure AD
- Remote assistance tools (RDP, MS Teams, TeamViewer)
- VPN configuration (FortiClient)
- Basic networking principles
- Customer service and troubleshooting
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 ensured accurate information capture within the GLPi call logging system. Managed Windows user accounts and supported various applications and platforms.
IT Service Desk Analyst
Jan 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 / IT Service Desk Analyst
Feb 2021 - Present
Amey Group Services Limited
Supported 20,000 end users, applied security updates post-cyber-attack, and reduced backlog of 1st and 2nd line calls. Provided outstanding customer service, managed incidents via Amazon Connect, and supported various applications and platforms.
Business Systems Support Analyst
Jul 2022 - Present
Princes Foods Group
Supported 7000 employees across multiple countries. Managed Active Directory, Azure AD, Intune, and Exchange. Supported VDI environments, VMware systems, and various applications and platforms.
IT Service Desk Analyst
Jan 2023 - Jun 2024
Network Rail
Supported over 40,000 employees, provided service desk support, achieved high resolution rates, and managed Active Directory, SCCM, Intune, and Azure AD.
Senior Application Analyst (Technical Lead)
Feb 2004 - Dec 2019
Intelligent Processing Solutions Limited
Managed incidents, problem management, change management, and disaster recovery. Supported various applications, environments, and systems using ITIL processes.
Senior IT Technician (Team Supervisor)
Jun 1999 - Feb 2004
St. Helens & Knowsley Hospitals NHS Trust
Supported 7,000 end users, managed IT helpdesk, procurement, and software licensing. Worked closely with project management and provided 24/7 IT system support.
Data Processing Officer
Jun 1988 - Nov 1998
Unisys Payments Solutions Limited
Operated TRACE machines for cheque and document processing, gained knowledge of cheque clearing processes and systems.
DBS BASIC Certificate
Jan 2023 - Jan 2023
Disclosure & Barring Service
BMC Accredited Scheduler: BMC Control-M Workload Automation 8.0 Certification
Jan 2015 - Jan 2015
BMC Software Education Services
ITIL® Foundation v3 certificate in IT Service Management
Jan 2014 - Jan 2014
QA Ltd / BCS IT Certifications
European Computer Driving Licence (ECDL)
Jan 2002 - Jan 2002
St. Helens College
City and Guilds Level 3 in supporting IT Users
Feb 1999 - Jul 1999
Alpha Training
City and Guilds Level 2 in installing IT products
Feb 1999 - Jul 1999
Alpha Training
GCSEs in Maths, Computer studies, English language, Religious Studies, Physics, Geography & Biology
Sep 1982 - May 1988
Maricourt High School