Experience

Eloquent Technologies Limited

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Service Desk Analyst

  • Oct 2022 - Present



CTS

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

• 1st Line Lead Engineer

  • Apr 2022 - Oct 2022

  Responsible for reviewing tickets from 1st line engineers that required to be escalated to 2nd line team from a technical escalation point. Made sure that all relevant information was in tickets before being escalated.Directly liaised with 2nd line engineers on these.Also managing the Monitoring queues for both Nable N-Central and LogicMonitor and actioning these alerts accordingly. Disk clean-ups, increases, certificate reviews and renewals, domain renewals, CPU/Memory alerts, Agents alerts, etc.I was also in charge of mentoring new engineers for the 1st Line Team, by the use of the Induction documentation and processes that I created and uploaded into the knowledgebase platform for future use.I was also assisting 1st line engineers with their own tickets/queues to do with anything complex, or that was not normally actioned by 1st line engineers.

• 1st Line Team Leader

  • Jan 2020 - Apr 2022

  Driving team effectiveness and efficiency by conducting weekly and monthly whole team and individual 1-2-1 feedback sessions with all 1st Line Engineers and assisting each with both their professional and personal well-being.I was also gathering team and individual engineer's statistics over a weekly and monthly period and feeding this back to the SDM and senior management.I was also in charge of mentoring new engineers, by the use of the Induction documentation and processes that I created and uploaded into the knowledgebase platform for future use.Enhancing team productivity and growth by encouraging the sharing of experience, creating and developing internal processes and procedures which assist and benefit all Support Engineers.Was doing this in tandem with 2nd Line Team Leader - manging all client escalations via mail and phone, as well as generating communications for all priority 1 incidents from beginning through to resolution and then action plans to stop the incident happening again.I was also assisting 1st line engineers with their own tickets/queues to do with anything complex, or that was not normally actioned by 1st line engineers. Overall, I was doing both the Admin and Technical sides in tandem.

• 1st Line Lead Engineer

  • Apr 2019 - Jan 2020

  Responsible for reviewing tickets from 1st line engineers that required to be escalated to 2nd line team from a technical escalation point. Made sure that all relevant information was in tickets before being escalated.Directly liaised with 2nd line engineers and Team Leader on these.Also managing the Monitoring queues for both Nable N-Central and LogicMonitor and actioning these alerts accordingly. Disk clean-ups, increases, certificate reviews and renewals, domain renewals, CPU/Memory alerts, Agents alerts, etc.

• 1st Line Support Analyst

  • Mar 2018 - Apr 2019

  Dealt with a variety of technical calls, demonstrating an innate ability to communicate effectively and so build rapport quickly with all technical and non-technical customers at all levels.Able to successfully handle a large amount of client cases concurrently and effectively communicate with clients and external vendors to exceed the client support expectations.Generated a multitude of different technical documentation to aid and benefit all CTS engineers.



Concise Technologies | Part of the Air IT Group

• IT Services and IT Consulting
• 1 - 100 Employee

• 1st Line Support Analyst

  • Oct 2016 - Mar 2018



Kelly

• United States
• Staffing and Recruiting
• 700 & Above Employee

• Configuration Engineer

  • Sep 2011 - Oct 2016

  I worked as a Configuration Engineer at Fujitsu based in Birchwood Retail Park in Warrington. I am contracted to Fujitsu through Kelly Services. I have worked on numerous accounts within the Configurations department; retail accounts include Boots, Vodafone, EE, and Morrisons; banking/project accounts include PWC, ITG RBSG and W&G. The account that I'm currently leading at the moment is RBSG/W&G, which is one of the largest and longest accounts currently running with Fujitsu.I was the lead engineer on the RBSG account, this is my current role within Fujitsu. I am responsible for the day to day running of this high profile account. This includes, building various machines to standard customer specifications, running excel spreadsheets, logging & escalating issues on the SharePoint database, liaising with other departments regarding target SLA’s as well as training new engineers coming onto the account. I also attend monthly meeting regarding the progress of the account and relationship between Fujitsu and the customer. I manage a team of configuration engineers who get set daily tasks to complete.The main focus for the account was providing the correct builds through the scripted procedures, and ensuring that the software is successfully installed and is completely adhered to the customers specifications. Most predominately I used Windows XP as the base build, however I did Windows Vista and Windows 7 builds occasionally. This takes into account that I have experience and knowledge in dealing with software installation with these Operating Systems.I am also SC cleared, with this I can work on confidential accounts that need this type of clearance.

• Logistics Engineer

  • Oct 2010 - Aug 2011

  This was my first role when I began working at Fujitsu. I was contracted to Fujitsu through Kelly Services. I was in charge of ensuring the machines were running at an optimized standard as well as quality control checks on the orders we received. I was also training to operate the logistics machines independently as well as looking after new members of staff.



Zenos IT Training

• United Kingdom
• Information Technology & Services
• 1 - 100 Employee

• Apprentice

  • Feb 2010 - Jul 2010

  This was a six month course set in an IT environment. This was set to strengthen my knowledge and gain more experience within the basics of IT. I passed all exams to gain my CompTIA A+, and MCDST giving me well known IT industry qualifications which I still use on a daily basis. This was a six month course set in an IT environment. This was set to strengthen my knowledge and gain more experience within the basics of IT. I passed all exams to gain my CompTIA A+, and MCDST giving me well known IT industry qualifications which I still use on a daily basis.



Videonations

• Manchester, United Kingdom

• Support Desk Engineer

  • Jul 2009 - Feb 2010

  I was in charge of answering customer calls throughout the course of the day. Logging calls onto the Gold-vision database and escalating them if needed. Testing and configuring office video conferencing equipment (LifeSize & PolyCom) daily as well as repairing. I also dealt with travelling to customer sites in order to complete the jobs that were based there. This was due to onsite maintenance and installations of the videoconferencing equipment. I was in charge of answering customer calls throughout the course of the day. Logging calls onto the Gold-vision database and escalating them if needed. Testing and configuring office video conferencing equipment (LifeSize & PolyCom) daily as well as repairing. I also dealt with travelling to customer sites in order to complete the jobs that were based there. This was due to onsite maintenance and installations of the videoconferencing equipment.