Senior Analyst

• Aug 2022 - Present

Analyst

• Jan 2022 - Aug 2022

Technical Support Specialist

• Jun 2014 - Jan 2022

• Follow established University and security procedures, including escalation where necessary• Second line support• Investigate, diagnose and repair technical problems (hardware, software)• Liaison with customers across all levels (including personal support of the Vice-Chancellor’s Office), colleagues and external organisations, where required• User training/ guidance• Set up and deployment of equipment, including the installation of the University’s OS and ensuring correct configuration• Personal time-management, multitasking and prioritisation to complete tasks with the SLA time-frame• Autonomous responsibility for personal workload, logging and documenting progress with the ITSM system• Occasional project work and leadership, both independently and as part of a team (University’s roll out of Windows 7, Office 2013 and Outlook 2013, and Project Lead on the University’s Security Camera Software)

Microsoft PowerApps and Dynamics CRM

• Mar 2021 - Sep 2021

• Follow established University and security procedures, including escalation where necessary• Second line and Third line support• Developing and improving the Universities; Dynamics 365 CRM environment, Microsoft PowerApps applications and Power Automate / Flow• Responsible for checking, identifying and resolving importing issues from SAMIS Dynamics CRM (with the use of SQL Server Management)• Investigate problems in systems and services and assist with the implementation of agreed remedies and agreed measures• Logging and documenting progress with ITSM system• Team and interdepartmental collaboration for small projects and sub projects (including: identifying, assessing, preparing realistic plans and managing project risks)• Collaborative problem solving and team working • Take responsibility for my own workload • Designing, creating and testing complex solutions and documenting items/files

Technical Support Specialist

• May 2010 - Jul 2014

• Investigate, diagnose and repair technical problems (software, AV equipment, hardware, network switches/ports)• Personal time-management to complete tasks• User training/ guidance• Setting network configurations via Telnet network protocol• Project work (including the roll out of new equipment)• Creation of official University documentation and manuals for staff and students• Configuration and management of user accounts using the Internet Protocol Telephones (IPT), Cisco and Active Directory