Experience

The Kingsway School
• United Kingdom
• Education Management
• 1 - 100 Employee
• Senior Information Technology Technician

  • Jun 2023 - Present


Covéa Insurance

• United Kingdom
• Insurance
• 700 & Above Employee

• Resource Planning & BA Analyst

  • Oct 2018 - Jun 2023

  • Work Force Manager - Injixo Software/Reporting o Shift designs & implementation o Creating and managing short term forecasts for call & non-call workloads and resource across o monitoring and proposing effective shift patterns to match business requirements considering all skill sets. o Forward planning of offline activities • Staff Cover for all Service Desks (Over 120+ staff) • Daily/Weekly/Monthly statistical reports • Adherence & Shift Optimisation • Ran Tacticals meetings with department managers& team leaders in two departments to report on previous day and to plan same day. • Experienced Excel creating KPI Reports / Lateness Reports / Sickness Reports • Ad-hoc requests for additional reports • Designed access database to optimise processes (Saving 1.5FTE) • Design Flexi system based on WFM instead of using clocking system. o Saved over £50,000 in wasted paid hours per year. Show less



Co-op

• United Kingdom
• Retail
• 700 & Above Employee

• Service Desk Resource And Reporting Analyst

  • Jun 2015 - Sep 2018

  • Staff Cover for all Service Desks (Approx. 80+ FTE)• Shift Optimisation/Shift Planning/Identify Gaps and resource planning• Daily and Weekly Statistical Reports (from analysing multiple sources)• KPI Reports / Lateness Reports / Sickness Reports• Ad-hoc requests for additional custom made reports• Daily/Weekly & Monthly Reports to Service Desk Managers and Team Leaders• QMAX Software/Reporting • Avaya WFO (currently self-training)• Predicting and planning forecasts for a 24hour 7day week IT Service Desk• Analysing trends/data to optimise maximum cover and recommend improvements• Maximise cover to achieve agreed targets Show less

• Service Desk Analyst

  • Jun 2013 - Jun 2015

  • 1st Line Support Service Desk (High 1st Fix rate)• Handover/Escalations/3rd Party Calls• Working to KPI/SLA targets• Work within a team• Proven customer service skills • Self-motivated with ability to work effectively under pressure • Good hardware/software problem resolution skills • The ability to quickly learn support for multiple bespoke software applications • Knowledge of retail systems



Capita Technologies, Inc.

• United States
• Software Development
• 1 - 100 Employee

• Managed Service Mobile Engineer

  • Jul 2011 - Jun 2013

  Capita Managed Service Mobile Engineer. Main responsibilities of supporting On-Site Engineers in all BSF managed service schools in the Manchester area. • IT Service Desk within 1st to 3rd line support • Windows Server & Exchange • Microsoft Office support • Networking installation/Hardware/Software installations/repairs and support • User Support • Assist in afterschool club Capita Managed Service Mobile Engineer. Main responsibilities of supporting On-Site Engineers in all BSF managed service schools in the Manchester area. • IT Service Desk within 1st to 3rd line support • Windows Server & Exchange • Microsoft Office support • Networking installation/Hardware/Software installations/repairs and support • User Support • Assist in afterschool club