IT Business Support

• Apr 2021 - Present

Interim Service Desk Lead

• Apr 2018 - Apr 2021

IT Onsite Support Analyst

• Aug 2014 - Apr 2018

I am a key member of a small IT team providing onsite support to 300+ users in a fast paced call centre and back office, acting as a visible and supportive first point of contact for all IT and facility issues. Key responsibilities include: • Respond to user issues based on Windows 7 and Windows Server 2012 • Complete additional projects assigned by the Head of IT • Create group policies related to the management and configuration of operating systems • Create security groups in Active Directory • Implement network shared folders and targeting • Test policy effectiveness before final roll-out • Responsible for printer maintenance and troubleshooting the printer server where necessary • Deal with hardware issues and maintain the fingerprint systems • Administer the back office phone system • Set up conference calls, projectors and presentations for senior managers Show less

Desktop Support Analyst

• Oct 2006 - Aug 2014

• Supported users, resolved technical issues and troubleshot the network on the IS helpdesk • Installed, maintained and supported software systems while ensuring the security of all data • Provided first and second line support for several contracts such as Subsea 7 and PSN World • Delivered the highest level of customer service in line with defined SLAs • Identified and escalated commonly resolved issues • Undertook root cause analysis and recommended solutions to drive service improvements • Maintained an up-to-date technical knowledge associated with customer-specific applications Key Achievements: ✓ Named the Employee of the Year in 2013 as well as regularly winning Employee of the Month Show less

Revenue Officer

• Apr 2003 - Oct 2006

Completed a range of administration tasks including entering data, preparing tax returns, filing, etc. while working as an effective team member to fulfil all deadlines and targets. Key Achievements: ✓ Made key contributions to the development of a bespoke HTML website ✓ The website improved communication and increased the efficiency of distributing information Completed a range of administration tasks including entering data, preparing tax returns, filing, etc. while working as an effective team member to fulfil all deadlines and targets. Key Achievements: ✓ Made key contributions to the development of a bespoke HTML website ✓ The website improved communication and increased the efficiency of distributing information

Customer Service Advisor

• Nov 1998 - Aug 2003

Installed PC hardware and software; diagnosed anti-virus issues; advised customers on products suitable for their specific needs; and delivered the highest levels of quality and service at all times. Installed PC hardware and software; diagnosed anti-virus issues; advised customers on products suitable for their specific needs; and delivered the highest levels of quality and service at all times.