Technical Services Engineer

• Nov 2019 - Present

IT Infrastructure Support Analyst

• Mar 2018 - Nov 2019

1st Line IT Support

• Dec 2017 - Mar 2018

IT Systems Engineer

• May 2013 - Nov 2017

1st and 2nd Line IT Support for the Northern Europe Region consisting of 4 Sites across the UK, Denmark and Sweden. As the primary point of contact for IT in the region I am responsible for:• Logging and Escalating Support Tickets• Assisting with Walk-In IT Queries• Maintaining IT Asset Database• Liaising with larger IT organisation on behalf of users• Training users (Internal Collaboration platform (based on Sharepoint))• Assisting and Running IT Projects where required… 1st and 2nd Line IT Support for the Northern Europe Region consisting of 4 Sites across the UK, Denmark and Sweden. As the primary point of contact for IT in the region I am responsible for:• Logging and Escalating Support Tickets• Assisting with Walk-In IT Queries• Maintaining IT Asset Database• Liaising with larger IT organisation on behalf of users• Training users (Internal Collaboration platform (based on Sharepoint))• Assisting and Running IT Projects where required (OS & Hardware upgrades, Negotiating Printer Contracts) Show more Show less

IT Support Technician

• Feb 2013 - May 2013

Contractor assisting on a migration project moving users onto new managed systems. Responsibilities include:• Migrating user data and settings• Educating users on differences in new I.T. process• Assisting with helpdesk calls from users• Remote user support• Maintaining IT documentation

Helpdesk Support Officer

• Sep 2012 - Dec 2012

Contractor providing temporary cover as the first line of support for users for the university’s student systems. Responsibilities included:• Logging calls into an integrated call logging system• Escalating calls to second line and other teams where relevant• Liaising with other teams to increase skills/knowledge and increase first contact resolution rate• First and last point of contact for all issues raised via the helpdesk• Resolving issues via remote support tools

Trainee Support Engineer

• Feb 2012 - Sep 2012

Offering technical support to customers for the software developed in house. Responsibilities included:• Providing 1st line support• Logging support issues raised via email and phone• Remote support• Developing support procedure

Temporary Retail Employee

• Sep 2011 - Feb 2012

This role involved working with a number of brands at a luxury outlet centre. Duties included:• Customer Service• Handling deliveries• Maintaining shop floor and stock room organisational and presentational standards• Security tasks as requested by management

IT Apprentice

• Feb 2011 - Jul 2011

During this Apprenticeship I earned the following certifications/qualifications:• Microsoft Certified IT Professional 70-685 - Enterprise Desktop Support Technician, Windows 7• Microsoft Certified Technology Specialist 70-680 - Configuration, Windows 7• Microsoft Technology Associate 98-349 - Windows Operating Systems Fundamentals• Microsoft Technology Associate 98-366 - Networking Fundamentals• Microsoft Technology Associate 98-361 - Software Development Fundamentals•… During this Apprenticeship I earned the following certifications/qualifications:• Microsoft Certified IT Professional 70-685 - Enterprise Desktop Support Technician, Windows 7• Microsoft Certified Technology Specialist 70-680 - Configuration, Windows 7• Microsoft Technology Associate 98-349 - Windows Operating Systems Fundamentals• Microsoft Technology Associate 98-366 - Networking Fundamentals• Microsoft Technology Associate 98-361 - Software Development Fundamentals• CompTIA A+ IT Technician (220-721 and 220-720) [EXPIRED]• Level 3 Advanced Apprenticeship for IT & Telecoms Professionals• Level 3 Diploma in ICT Professional Competence• Level 3 Diploma for ICT Systems and Principles for IT Professionals• Level 2 Key Skills in Communication• Award and Certificate in Employability and Personal Development Show more Show less