I have worked within IT and Application Support for over 25 years, collaborating with companies such as Giro-bank, Alliance & Leicester, Unisys, NHS & IPSL. Currently, I am an IT Contractor, having recently worked with Curtins Consulting Limited, HCRG Care Group, Amey, Network Rail & Princes Foods Group. I am hardworking, enthusiastic, and trustworthy, with experience in ITIL principles, time scales, targets (KPIs), OLAs & SLAs, both individually and as part of a team.
Skills
- ITIL foundation principles and best practices
- Excellent troubleshooting skills and diagnostics capabilities
- Managing Windows User accounts using Active Directory & Microsoft Azure AD (ENTRA)
- Excellent working knowledge of Microsoft Windows 10/11 and Office Suite (M365)
- Security & Virus Events management
- Remote assistance tools proficiency (RDP, MS Teams, TeamViewer)
- Basic networking principles
- Outstanding customer service and strong first-time fix rates
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
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 detailed information capture within the GLPi call logging system. Managed Windows User accounts using Active Directory & Microsoft Azure AD (ENTRA).
IT Service Desk Analyst
May 2025 - Aug 2025
HCRG Care Group Ltd
Supported 7000 end users across various healthcare sectors. Delivered high levels of support and customer satisfaction, ensuring SLAs were met. Managed incidents via Redcentric (& WebEx) call system, ServiceNow, and the Company Portal (Quest).
IT Contractor
Sep 2024 - Mar 2025
Amey Group Services Limited
Supported 11,000+ end users across various business sectors. Provided outstanding customer service, managed incidents and requests, and supported hardware including PC, Mobile, printer setup & configuration.
Business Systems Support Analyst
Jul 2022 - Jul 2024
Princes Foods Group
Supported 7000 employees within offices and production sites in the UK and abroad. Managed Active Directory, Azure AD (Entra), Intune (MEM) & Exchange, and provided 1st and 2nd line support.
IT Service Desk Analyst
Nov 2023 - Jun 2024
Network Rail
Supported over 40,000 employees within various locations in the UK. Provided Service Desk support, achieved high levels of resolution at first point of contact, and managed Active Directory, SCCM, Intune, and Azure AD (Entra).
Senior Application Analyst (Technical Lead)
Feb 2004 - Dec 2019
Intelligent Processing Solutions Limited
Worked within IT & Application Support Services, managing incidents, problem management, change management, and disaster recovery. Supported users, environments & applications using ITIL Process/Service Lifecycle.
Senior IT Technician (Team Supervisor)
Jun 1999 - Feb 2004
St. Helens & Knowsley Hospitals NHS Trust
Supported 7,000 end users over 170 sites, managed IT Helpdesk, and ensured software licences were registered & updated. Worked closely with the Project Management Team for developing and updating IT/NHS systems.
Data Processing Officer
Jun 1988 - Nov 1998
Unisys Payments Solutions Limited (UPSL)
Operated TRACE machines to capture/sort cheques and benefit agency documents. Gained knowledge of cheque clearing, processes, and systems.
DBS BASIC Certificate
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
QA Ltd / BCS IT Certifications
European Computer Driving Licence (ECDL)
St. Helens College
City and Guilds Level 3 in supporting IT Users
Alpha Training
City and Guilds Level 2 in installing IT products
Jan 1999 - Present
Alpha Training
GCSEs in Maths, Computer studies, English language, Religious Studies, Physics, Geography & Biology
Jan 1988 - Present
Maricourt High School