Experience

Activate Learning

• United Kingdom
• Education Administration Programs
• 700 & Above Employee

• IT Service Desk Analyst

  • Jun 2019 - Present

  In my current role, I support both staff and students, this is via logging calls, dealing with customers face to face and by phone - creating accurate and detailed tickets for incidents using a call logging system. Here is an outline of my duties: - Triaging the incident as first line support and escalating as appropriate to the relevant teams. - Diagnostic fault-finding, upgrading, maintenance and repair of general IT equipment and software. - Assisting 2nd line with the installation, configuration and deployment of IT equipment and consumables, including PC’s, Mac’s, printers, scanners, IWB, telephones, etc. - Management of Network accounts across all platforms including user creation and deletion, access rights and storage allocation. Creating shared mailboxes and Exam accounts. - Management of the different systems and access (for example, REMS our online student database). - Preparing documentation and guides to help end users including guidance on how to use equipment, systems and software. - Maintaining the Asset register, Service Catalogue when necessary. - Maintaining and administering our 3CX phone system. - Ensuring compliance with the College’s Data Protection Policy, reporting breaches to the College’s Data Controller and adhering to the College’s IT policies including email and internet usage and network security policies. - Contributing to Service Improvement Initiatives. - Providing training to Staff in regards to the IT systems and applications used within the company. Show less



Kings Education

• United Kingdom
• Higher Education
• 100 - 200 Employee

• Desktop Support Technician

  • Mar 2018 - Jun 2019

  First line support to all staff, teachers, students and visitors across multiple sites supporting both Windows PC's/laptops and Apple machines as well as interactive whiteboards, printers and other audio device equipment. My other duties and responsibilities include: ● Hardware and software support ● To build/rebuild desktops/laptops and maintain the asset register ● Provide technical assistance and guidance to teachers, administrative staff and students ● Installation of software ● Assist in setup and maintenance of audio and visual equipment, projectors, interactive whiteboards etc. ● Support and maintenance and troubleshooting of wired and wireless networks. ● Support and maintenance of CCTV, telephony and printing systems. ● Maintaining anti-virus software on client devices. ● Advise the Network and IT systems manager on technical issues ● Active Directory. Creation and removal of student and staff computer accounts ● IT inductions for new students and staff members. ● Administrative tasks - compiling school feedback for teachers/admin staff. Show less



Blenheim Palace

• Woodstock, England, United Kingdom

• Food And Beverage Assistant

  • May 2011 - May 2019

  Blenheim Palace Coffee Shop. My duties included making coffee, serving, and preparing food, clearing tables, taking payments, helping cash up, washing up and general cleaning. My position included helping with events, which involves handling large sums of money, dealing with large numbers of the general public and acting on my own initiative. I have obtained certificates in level 2 food hygiene and fire safety. ● This job role has allowed me to develop skills in communication with both customers and other employees and to work as part of a team in a busy environment. ● It has developed my customer skills, for example, accommodating their requests and resolving any issues. ● I have learnt to remain calm in a crisis and to make decisions under pressure, for example when the electricity was cut off, it was important to act quickly and contact for help, whilst keeping the customers relaxed and informed on the situation. Show less