Experience

DHL Aviation (UK) Limited

• United Kingdom
• Transportation, Logistics, Supply Chain and Storage
• 300 - 400 Employee

• Human Resources Information Systems Senior Specialist

  • Oct 2022 - Present

• Senior IT Applications Analyst

  • Jan 2020 - Oct 2022

  Providing application and SharePoint support, this includes applications developed in house and working with third-party. Managing new business application deployments as well as break-fix and migration projects from concept through deployment, including requirement gathering, analysis, design, deployment, testing, validation, documentation and implementation. Reducing costs by creating solutions for quicker processing and increasing function automation. Accountable for effective business support and meeting budget/project timelines.

• Senior IT Engineer

  • Feb 2018 - Jan 2020

  Based at East Midlands Airport supporting a large internal user base (circa 3000 end users across UK) through identifying, prioritizing, and diagnosing technical issues proceeding to resolutions. Providing a high level of remote support, telephone and email support, as well as on-site support to the business whilst managing the helpdesk. Acting as escalation point for any issues which cannot be resolved by other members of the team. Supporting internal IT infrastructure and administering modern systems. Involved with the installation, maintenance, support and upgrade of group servers/IT equipment. Furthermore, involved in maintaining and creating virtualised servers.As part of the role responsible for:- providing excellent customer service, liaising with internal customers, vendors and colleagues- processing incoming tickets in 'Service Now' and assigning work to the team appropriately - working towards targets which are set and agreed by my line manager- monitoring network performance and integrity using tools such as PRTG- automating tasks and monitoring their effectiveness- supporting and developing other IT engineers by providing advice, coaching and educational opportunities- producing and maintaining complete technical documentation- improving operations by conducting systems analysis; recommending changes in policies and procedures- updating job knowledge by participating in educational opportunities; reading professional publications; maintaining personal network- maintaining backup jobsAREAS OF EXPERTISE● Configuration and installation of software, servers and other IT equipment● Server patching● Administering VMware Virtual Machines and hosts● Managing Veeam Backup and Replication jobs● Problem identification and sharp troubleshooting skills● Testing and evaluating new technology● Administrating AD (users, groups, computers as well as group policies)● User support via Citrix AppCenter / Director



EDM Group

• United Kingdom
• IT Services and IT Consulting
• 100 - 200 Employee

• Digital Service Resolution Analyst

  • Mar 2017 - Jan 2018

  Investigate, identify and resolve hardware and software problems.Liaise with suppliers of IT equipment and services and with other members of IT Services as necessary to resolve problems.Provide training, documentation, support and administration of departmental applications and associated hardware/software where appropriate.Carry out highest level administrative tasks, including user rights and security reports. Instruct/train others on the use of the Service Desk Management System and its associated tools and packages.Work closely with suppliers, external contractors and other partners in a professional manner to ensure that business goals, project milestones and work packages are delivered as agreed.Assist in the developing of policies, standards, working practices and other quality initiatives within the team. Participate in internal working groups as necessary.Carry out non-routine tasks such as development and documentation of new service, major incident processetc.To utilise remote access technology, knowledge and search diagnostic tools (knowledge base and case-based reasoning) to resolve calls, triage and/or escalate appropriately.Ensure that agreed internal quality/performance levels (e.g. Service Level Agreement targets) are maintained.

• IT Support Analyst

  • Mar 2016 - Mar 2017

  Supporting all desktop IT Services including desktop PCs, laptops, IP telephony and printing facilities. Daily monitoring of systems primarily Brainware, Metastorm, Evolution Processing. Responding to incidents, service requests and queries in a timely and accurate manner, resolving all queries ensuring maximum customer satisfaction.Duties: • Providing 1st line technical support, answering support queries via phone & email.• Recording and managing all incidents reported for: PC’s, servers, laptops and mobiles.• Taking ownership of calls logged and managing them through to resolution.• Performing corrective actions for SQL data that has been uploaded incorrectly to EDM systems.• Following procedures/checklists and updating support documentation.• Creating/updating technical documentation for IT Support team, e.g. installation and support requirements for the annual RM Education project, support process for HMRC Revenue and Customs work.• Setting up new users and disabling expired accounts in accordance with HR requirements (Active Directory administration).• Efficiently rolling out software updates and patches ensuring there is minimum impact on users and live systems.• Diagnosing & resolving hardware, software & end users problems.• Collaborating with production teams to gain better understanding of their processes to ensure IT Support processes supports their goals.• Continuous improvement of SQL scripts and other system processes.• Dealing with confidential and sensitive data of employees & customers.• Answering & responding to all calls & requests within agreed SLA’s.• Proactively investigating and implementing methods of reducing call volumes going to the Help Desk.• Ensuring that all call details are captured and entered in the logging software.• Training and mentoring new IT technicians.

• Production IT Engineer

  • Sep 2015 - Feb 2016

  First point of contact for Production Team regarding all IT related problems. When required escalating issues to IT Support department. Ensuring all the PCs and peripherals are functioning properly and are ready to use on daily basis. Duties: • Troubleshooting problems with equipment, devices or software.• Acting as the first point of contact for all IT & technical queries.• Monitor and adjust production processes or equipment for quality and productivity.• Escalating and identifying any critical issues to IT Support team.• Ensure computer hardware is safe & complies with health and safety legislation.• Installing and configuring computer systems using different build technologies.

• EDM Operative

  • Aug 2010 - Sep 2015

  Following standard operating procedures and working in a methodical and tidy manner. Comprehensive understanding of storage management and using computer systems to locate customer data files.Duties:• Book stock in/out on a computerized system.• Training of temporary agency employees.• Use of custom-built computer systems (Bureau Manager, Warehouse Manager).• Dealing with loads both manually and by Fork Lift Truck.• Use of system analysis in order to achieve challenging deadlines.• Use of specialized equipment (FLT, MEWP, VPP, Scissor lift, Hand held scanners).• Ensure goods are stored in correct locations.• Working in a safe manner.