ITIL Trained – 1st / 2nd Line IT Support
Application SupportCustomer SupportTeam Mentoring / TrainingDocument CreationITIL Foundation V3AD Account ManagementOffice 365 Account ManagementHardware Build and SupportAsset ManagementChange ManagementActive Listening & De-escalation
Read More →Results-driven and analytical professional with comprehensive experience in1st and 2nd line support.20+ years’ experience in training and document writing, 15+ Year experiencewith AD and Windows Servers.Skilled in engaging with non-technical customers, and acting as an escalationpoint for colleagues to help maintain SLA.Team Mentor and service desk escalation point.Assisted in creating a Service desk focused training […]
Read More →• Passed the ITIL Foundation v3 Course.• Attend a course on Maintaining and troubleshooting Windows 10.• Creating and Maintaining Processes and Knowledge bases at various companies.• Rewriting an Azure and Office 365 Course focused on the Service desk.• Security Clearance in 2018.• Attended Course on Active Listening & De-escalation
Read More →Bradford, w. York April 2002 – Feb 2012IT Support/ Printer Engineer.• Internal Support for Staff and print bureau• IT support and Trainer for LYCOS Chemical software company.• Barcode Printer Engineer (Mobile).
Read More →Pontefract, W. Yorks. Aug 2012 – April 2016Service Desk analystService desk Analyst for a worldwide packaging company. 1st line support for the Global Service desk working withcolleagues on the regional sites. Using Various Technology’s including Office 365 AD. Liaising with Service partnerswhen required to Maintain SLA’s.• 1st line support for the Global Service desk.• Produce […]
Read More →Leeds, W. Yorks. April 2016 – Jan 2019Service Desk AnalystMSP with over 100+ Clients and 20+ Primary Clients. Working to agreed Client SLA’s, escalating to internal or 3rd partieswhen required.• Created and Maintained the process / Knowledge base with One Note and Word templates.• Assisted in creating a Service desk focused training course for MS […]
Read More →Leeds, W. Yorks. Jan 2019 – Nov 2019 Service Desk Analyst 1st / 2nd Service Desk Analyst on the Internal Service desk. Maintained process documents Training of new staff. Service deskescalation point when a calming voice is required to help get the best resolution. Project resource for testing anddocumentation.• Team Mentor and service desk escalation […]
Read More →Leeds, West YorkshireNov 2019 – PresentService desk Analyst Internal Service desk analyst for over 1,000 employees in the EMEA region. Escalating to internal team when needed.Maintain and created new process documents via Confluence. Training of new staff members. Service desk escalationpoint. Part of the transition team when the offices moved to the central Leeds Hub. […]
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