About Me

As a highly-motivated IT professional with 8 years of experience I have been able to expand my enterprise IT knowledge and troubleshooting skills as well as attain a good understanding of business environments from an IT perspective in both distribution and the automotive industry. Most recently I have taken a role within the construction industry as a Regional Support Analyst and then Senior Regional Support Analyst in a team of 6 people. Previous to this I led a team of 7 support analysts on a busy IT service desk which handled around 20,000 tickets and 24,000 telephone calls per annum supporting 500+ internal customers for hardware and software across 7 sites and a further 1600 external customers for online systems across a further 29 sites. Working within an ITIL framework to manage business and customer expectations has enabled my team to receive a 96% positive customer satisfaction feedback score.


Proficiencies

Technical    
·         Windows Server (2003/R2, 2008/R2,2012/R2 ·         PowerShell ·         Hyper-V
·         Windows Desktop (XP,Vista,7,8.1,10) ·         Group Policy ·         Printers
·         Active Directory ·         Microsoft System Center (SCCM) ·         Networking
·         DNS ·         TMG – Web Filtering ·         Telephony
·         DHCP ·         Exchange 2007, 2010, 2013,2016 ·         Desktop support (hardware, software)
·         DFS ·         Lotus Notes ·         Server and network hardware
·         HP Products ·         Android/Blackberry/Windows Phone/IOS ·         Auoline/Kerridge
·         Office ·         Jira/Jira Service Desk  
·         Photoshop ·         Confluence  
·         HTML ·         Unify HiPath  
·         CSS ·         Sophos Safeguard Encryption  
     
Soft Skills    
·         Good communicator. ·         Working under pressure to meet deadlines. ·         A team player.
·         Troubleshooting and problem solving. ·         Mentoring. ·         Self motivated.
·         Decisive at taking necessary actions. ·         Flexable.