Information Technology Engineer

• Nov 2021 - Present

IT Desktop Analyst

• Nov 2017 - Nov 2021

• log all calls / e-mails made to the IT Service Desk, for IT Incidents and IT Requests. • Detailed recording of Incidents and Service Requests in the Service Management Tool• Resolved calls placed with the Service desk with a personal first contact fix rate target of 85%.• Owned calls end to end and recorded all details and updates, keeping Customers updated appropriately.• Undertook Remote Desktop Software installations.• Delivered Remote support of IT assets with supplied software.• Identified and logged potential IT problems. Prioritisation of work in line with the appropriate service targets.• Liaised and communicated with the relevant support teams to ensure efficient escalation and hand-off of IT service issues.• Documented methods and techniques to improve overall team performance.• Attained and maintained Key Performance Indicators and Service Level targets both personally and departmentally.• Effective communication with users throughout the Incident and Request lifecycle• Monitored and managed own task and Service desk queues, ensuring the tickets are being progressed to resolution in a timely manner.• Administration and modification of user and email accounts, distribution/security groups and password resets• Identified known issues and produced Knowledge Base articles.• Identified improvements to processes and call logging and progress them for the service desk function.• Worked to meet the Service desk SLA and KPI targets, identifying areas that can be improved to deliver a high level of service.• Demonstrated good knowledge and experience with Microsoft Technologies, such as; Windows XP/7, Office 2003, 2007 & 2010, Office365, Outlook, Active Directory.• Demonstrate good knowledge and experience of IT hardware support, Networks, Telephony and Printing

Information Technology Desktop Support

• May 2016 - Nov 2017

• Received and logged all calls / e-mails made to the IT Service Desk, for IT Incidents and IT Requests. • Detailed recording of Incidents and Service Requests in the Service Management Tool• Resolved calls placed with the Service desk with a personal first contact fix rate target of 85%.• Owned calls end to end and recorded all details and updates, keeping Customers updated appropriately.• Undertook Remote Desktop Software installations.• Delivered Remote support of IT assets with supplied software.• Identified and logged potential IT problems. Prioritisation of work in line with the appropriate service targets.• Liaised and communicated with the relevant support teams to ensure efficient escalation and hand-off of IT service issues.• Documented methods and techniques to improve overall team performance.• Attained and maintained Key Performance Indicators and Service Level targets both personally and departmentally.• Effective communication with users throughout the Incident and Request lifecycle• Monitored and managed own task and Service desk queues, ensuring the tickets are being progressed to resolution in a timely manner.• Administration and modification of user and email accounts, distribution/security groups and password resets• Identified known issues and produced Knowledge Base articles.• Identified improvements to processes and call logging and progress them for the service desk function.• Worked to meet the Service desk SLA and KPI targets, identifying areas that can be improved to deliver a high level of service.• Demonstrated good knowledge and experience with Microsoft Technologies, such as; Windows XP/7, Office 2003, 2007 & 2010, Office365, Outlook, Active Directory.• Demonstrate good knowledge and experience of IT hardware support, Networks, Telephony and Printing

IT Support Analyst

• Jan 2014 - Apr 2016

 Managing IT support issues in the whole school Trouble shooting, administration and support of Windows 2000 and Microsoft Office  Responsible for installing software such as printers, software’s and computer equipment  Advise staff and students on different software packages such as Macromedia Studio  Training new and old users in use of systems as required  Undertaking hardware and software upgrades on all devices. Follow appropriate daily back-up procedures. Overseeing the operation of the computer network installations within the organisation Assisted staff and students in the use of Information Technology packages Carried out computer security and anti-virus updates etc.

IT Support Engineer / Mentor

• Apr 2005 - Nov 2012

Duties undertaken included providing IT support to staff and students, Help students while making their film projects and train them on training software, troubleshooting where necessary, training and doing presentations to both staff and students, maintaining computer systems, Setting up and up keeping of a network of Apple Mac computers, support of Windows 2000 and Mac Servers and Microsoft Office, Hardware and Software installations and upgrades, Advised staff on different software packages such as Macromedia Studio, Supported students in the tutorial sessions, Trained new users in use of systems as required, , Followed appropriate back-up procedures and finally carried out computer security and anti-virus updates etc.