Experience

Nomad Digital

• United Kingdom
• Telecommunications
• 100 - 200 Employee

• Service Desk Analyst

  • Jul 2022 - Present

  This role will support in the remote maintenance of Wi-Fi connectivity onboard trains globally and offers the chance to work within a diverse industry which crosses over Telecommunications, Rail & Information Technology. The role is responsible for identifying issues before they become critical incidents and troubleshooting and investigating problems. -Utilising Nomad’s monitoring and alerting tools to deal with issues raised through the incident management system -Pro-actively monitor live issues and bring them to closure within the agreed SLAs, updating the status in the incident management system -Undertake analysis of issues and providing remediation to resolve the issue, documenting the activities into the incident management system -Dealing with issue escalations and progress issues to closure within the current SLAs in place -Providing excellent customer service and clear communication via telephone support calls, and emails and presenting a professional image of Nomad to the customer through the incident management system -Ensure service desk tickets are correctly logged, triaged, and investigated through to resolution aiming to provide a first-time fix where possible -Regularly share knowledge of common issues and work collaboratively with the technical support team on how to resolve the issues -Working alongside the Service Desk Manager and Senior Service Desk Analyst to identify service improvements -Assist the Service team to achieve all department, team, and company KPI's -Customer reports issued on time Show less



Lighthouse Learning Trust

• United Kingdom
• Education Management
• 1 - 100 Employee

• Reprographics/IT Junior Technician

  • Jan 2022 - Jul 2022

  -Delivered the first level support for all IT/AV systems at all college sites within the Trust. -Monitor the internal IT ticketing system, resolving IT/AV support requests and where appropriate escalating to IT Technician or IT Manager. -Provided a college Help Desk service & repair IT hardware. -Carry out routine maintenance of IT/AV systems across the Trust on a regular basis. -Copying and Printing using reprographic machinery including all finishing. -Co-ordinating the provision of an efficient reprographics service college-wide, including assisting with new contracts and evaluation of equipment needs. -Assist teaching staff with the development of new and more efficient methods of working. -Developed documentation(both online and printed) to support users as required. -Have been involved with Trust/college IT project. Show less



RESOLVE SECURITY SOLUTIONS LTD

• United Kingdom
• Security and Investigations
• 1 - 100 Employee

• Door Supervisor

  • Oct 2021 - Dec 2021

  -Created a safe and welcoming atmosphere for customers. -Used de-escalation techniques to address issues and resolve conflicts. -Created a safe and welcoming atmosphere for customers. -Used de-escalation techniques to address issues and resolve conflicts.



Right Click Information Technology

• Dhaka, Bangladesh

• Junior Software Engineer

  • Oct 2018 - May 2019

  -Worked in data management like creating tables and indexes for projects. -Analyzed software development, implementation, software marketing & testing. -Worked in data management like creating tables and indexes for projects. -Analyzed software development, implementation, software marketing & testing.