Experience

Trinity Service (Now merged with Trustmarque) www.trustmarque.com

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

• Service Desk Analyst

  • Apr 2012 - Present



Trustmarque

• United Kingdom
• IT Services and IT Consulting
• 200 - 300 Employee

• Service Desk Analyst

  • Apr 2012 - Present

  • Currently working as part of a large ITIL Service Desk team. Maintaining a very professional approach to dealing with clients throughout the Public, Private and Government sectors across a complex and diverse ICT landscape. • Utilising my extensive knowledge of Active Directory, Exchange, Complex Network Infrastructures and Citrix based applications to support Trustmarque clients throughout the business.• Making use of my strong analytical skills to troubleshoot, extract and compile data.• Effortlessly providing a professional level of service to business customers.• Supporting hardware such as PC’s laptops, printers, mobile phones, tablets and telephone systems.• Working with third parties such as Dell, HP, Lenovo, Microsoft, Kyocera, IBM to get issues resolved for the users.• Working with SAN, to get all the relevant information for resolver groups to complete the work.



Macmillan Cancer Support

• United Kingdom
• Non-profit Organizations
• 700 & Above Employee

• 1st Line Support

  • Dec 2011 - Jan 2012

  • Supporting over 1000 users over 6 sites; face to face, via email, over the phone whilst logging calls using ICCM. Ensuring that all calls are logged in accurately and resolved or escalated to the appropriate team.• Supporting user remotely using TeamViewer and RealVNC.• Using Active Directory to unlock user accounts and reset passwords. • Keep users informed of progress and monitoring SLA performance.• Configuring Blackberry mobile devices with Blackberry Enterprise Server (BES), including troubleshooting and resolving customer queries regarding their Blackberry mobile devices.



UK Greetings

• United Kingdom
• Consumer Goods
• 400 - 500 Employee

• Outworker

  • Jul 2006 - Sep 2011

  Labelling the greeting cards with the appropriate labels paying close attention to detail at all timesWorking to tight deadlines to ensure orders are completed on time.Package the greeting cards in appropriate boxes which helped to develop my organisation skills. Labelling the greeting cards with the appropriate labels paying close attention to detail at all timesWorking to tight deadlines to ensure orders are completed on time.Package the greeting cards in appropriate boxes which helped to develop my organisation skills.



Privilege Home Care

• Care Worker

  • Apr 2008 - Jun 2009

  Working in family homes which helped to develop my interpersonal skills.Looking after and supporting elderly and disabled children; escalating issues to a manager.Spending time with them and giving clear instructions helped to develop my communication skills.Planning schedules and activities helped to develop my organisational skills. Engaging children in different activities; paying close attention to details to ensure their safety and wellbeing at all times. Working in family homes which helped to develop my interpersonal skills.Looking after and supporting elderly and disabled children; escalating issues to a manager.Spending time with them and giving clear instructions helped to develop my communication skills.Planning schedules and activities helped to develop my organisational skills. Engaging children in different activities; paying close attention to details to ensure their safety and wellbeing at all times.



Warren Street Surgery

• Receptionist

  • Jun 2006 - Jul 2006

  Responding to up to 30 calls per day in a polite and professional manner Logging and managing appointments received over the phone and face to face.Administrating and dealing with medical appointments as well as escalating issues when necessary. Managing prescriptions by using good communication skills to make sure that the patients were listened and responded to carefully.Handling confidential and sensitive data with the utmost care and respect.Updating and manipulating patients information whilst being accurate. Making and cancelling appointments which helped to develop my customer service skills.