Experience

Opus Energy

• United Kingdom
• Utilities
• 200 - 300 Employee

• Service Desk Analyst

  • Aug 2022 - Present

  Typical service desk role with more applications than anywhere else I have worked for. Other than that it’s quite a typical role Typical service desk role with more applications than anywhere else I have worked for. Other than that it’s quite a typical role



Stroke Association

• United Kingdom
• Non-profit Organizations
• 400 - 500 Employee

• IT Desktop Support

  • Mar 2018 - Apr 2022

  Juist spent the past two years (due to the pandemic) in the office carrying out on site IT Support work, performing Helpdesk duties (phone, chat, email and face to face) as well as undertaking all hardware repairs and replacements as well as dealing with all site closures and leavers and new starters. I had to order new equipment (mobile phones, laptops, docking stations, Monitors and cabling) as well as repair existing equipment (mostly Dell and HP), build all new laptops and phones, create the images needed and ship the equipment out. All forms of support provided, phone, email face to face and instant messaging. Technologies supported are Windows 10, Office 2016/365, printers, laptops, desktops, mobiles and tablets. Networking. VPN, TCP/IP, WAN and LAN, VOIP. We build and image client devices, perform admin duties. Create and delete accounts, email, exchange admin. Bespoke applications and problem resolution. Show less



Ricoh UK

• United Kingdom
• IT Services and IT Consulting
• 700 & Above Employee

• Service Desk Analyst

  • Sep 2016 - Dec 2017

  Presently employed to provide support to 4 companies totally about 5000 users. Technologies include Windows 7, Citrix, Exchange - Outlook, Office 2010/2016, laptops desktops, printers, ipads. Our main responsibilities is to determine user issues and resolve them (70% FTF), act on emails and calls regarding the severity of issues that affect many users and who to contact regarding them and make sure they are resolved within the SLA timeline. Logging about 600 calls per month. Presently employed to provide support to 4 companies totally about 5000 users. Technologies include Windows 7, Citrix, Exchange - Outlook, Office 2010/2016, laptops desktops, printers, ipads. Our main responsibilities is to determine user issues and resolve them (70% FTF), act on emails and calls regarding the severity of issues that affect many users and who to contact regarding them and make sure they are resolved within the SLA timeline. Logging about 600 calls per month.



Computacenter

• United Kingdom
• Information Technology & Services
• 700 & Above Employee

• Windows 7 ELS Windows migration engineer

  • Sep 2015 - May 2016

  Working on the RWE Windows 7, Office 365 migration project. We managed to get through 8000 odd raised calls (post migration issue) and assist the service desk in resolving users Windows 7, Office 365, 700 application issues which included VPN, applications missing or not working (unable to login etc) and other issues related to phones and other peripherals. Working on the RWE Windows 7, Office 365 migration project. We managed to get through 8000 odd raised calls (post migration issue) and assist the service desk in resolving users Windows 7, Office 365, 700 application issues which included VPN, applications missing or not working (unable to login etc) and other issues related to phones and other peripherals.



The Open University

• United Kingdom
• Higher Education
• 700 & Above Employee

• Service Desk Analyst

  • Aug 2012 - Dec 2014

  The Open University IT is diverse, complex and technologically up to date utilising all platforms (Apple, Microsoft, Android, Linux) for all 10,000 employees across multiple locations in the UK. I provide face to face, written and telephone support to all users working where ever they happen to be across all technologies provided by the OU. Users are provided with IT equipment in the form of laptops (mac OSX and microsoft XP/7 and 8), smart phones (apple, microsoft, and google), desktops and any other device that supports secure wireless connectivity and Ethernet. Show less



Computacenter

• United Kingdom
• Information Technology & Services
• 700 & Above Employee

• Service Desk Analyst

  • Jan 2011 - Apr 2012

  I worked on two large scale service desk for British Airport Authority (BAA) supporting Windows 7, Office 2010 and Exchange 2010 amongst other systems including hardware. Working shift patterns of 07:00 to 19:00 with weekend work as well I was on this account for 6 months. I then moved within the same building to the Nationwide Building Society account and supported their systems in their centres of major operations and all branches for their 15,000 users and BAA's 8000. I worked on two large scale service desk for British Airport Authority (BAA) supporting Windows 7, Office 2010 and Exchange 2010 amongst other systems including hardware. Working shift patterns of 07:00 to 19:00 with weekend work as well I was on this account for 6 months. I then moved within the same building to the Nationwide Building Society account and supported their systems in their centres of major operations and all branches for their 15,000 users and BAA's 8000.



Zenos IT Training

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

• Team Leader

  • Nov 2009 - Dec 2010

  Responsible for the team of assessors (14 markers presently) who mark around 17,000 assignments twice a year. Many reworked papers are also marked. Zenos have gone from 1000 to 2500 students since I have started work here and thus the plan is to have 20 assessors for this coming semester and mark around 25,000 firs time papers. Responsible for the team of assessors (14 markers presently) who mark around 17,000 assignments twice a year. Many reworked papers are also marked. Zenos have gone from 1000 to 2500 students since I have started work here and thus the plan is to have 20 assessors for this coming semester and mark around 25,000 firs time papers.



Workplace Systems

• United Kingdom
• Software Development
• 1 - 100 Employee

• Infrastructure Manager

  • Aug 2005 - Nov 2007

  Software house with who had plans in the Windows space that required us to plan, research and migrate their networking and windows infrastructure to Windows 2003 AD/Exchange 2003 enterprise edition as well as their WAN to more powerful lines via a third party. Extended Ethernet and MPLS was used along with a CISCO IPSec VPN solution via a concentrator and redundant firewalls. Site to site VPN links were implemented to third party suppliers, backup software and plans were updated, Dell Blades centers were deployed into a data center along with a SAN utilising 144 GB 10K RPM disks. I ran the day to day operations of desktop and client support and was responsible for 4 other members of staff including 2 server engineers, one DBA and one trainee IT technician. Show less