Experience

Trinity Multi-Academy Trust

• United Kingdom
• Primary and Secondary Education
• 1 - 100 Employee

• Trust IT User Support Technician

  • May 2021 - Present

  Working across multiple sites in the trust, my responsibilities include the following: - Providing support to the teaching team by ensuring that ICT hardware is fit for purpose, in working order and available for teaching staff. - Undertaking basic maintenance routines on ICT equipment used in classrooms/workshops. This includes printers, whiteboards etc - Providing support to the teaching team by ensuring that ICT software, including programmes, specific teaching resources and iPad apps are available for teaching staff and students. - Administering arrangements for securing data, ensuring back up procedures, disaster recovery plans and other systems are in place. - Arranging for servicing and repairs of ICT equipment. - Providing support for academy IT systems such as VLE, website, internet, MS Office, room booking system etc - Supporting the MIS system management and administration work, including loading updates, liaison with helpdesks, communication to users and support for resolution. - Providing a ‘helpdesk’ style support service, providing basic advice, and referring more complex issues. - Providing support during lessons in the use of ICT equipment (i.e. demonstrating how to use equipment, to both teachers and students) - Advising on procurement of software, learning resources and future developments of the ICT infrastructure. Show less



2 Sisters Food Group

• United Kingdom
• Food and Beverage Manufacturing
• 700 & Above Employee

• Senior IT Service Desk Analyst

  • Apr 2021 - May 2021

• IT Service Desk Analyst

  • Oct 2017 - Apr 2021

  I was based at the business's Wakefield based Shared Service Centre employed as an IT Service Desk Analyst on the companies IT Service Desk for the UK and Ireland, being part of a small team supporting 10,000+ IT users via telephone, email, desk side support and self-service.My Responsibilities included:• Supporting infrastructure of Windows XP, 8.1, 10 and Servers 2003, 2008 and 2012.• Analysing technical issues with hosted applications such as Crown and Kronos, based on the Dell 'Vworkspace' virtualized desktop system. • Maintaining and providing support for ERP systems including SAP, IBM System-i, Navision and Hellenic.• Providing support for the companies Office 365 architecture.• Managing incident stacks and escalating them to other teams or management as required.• Providing out of hours support being the main point of escalation for business critical issues for the Service Desk on a rota'd on-call basis during out of office hours at evenings and weekends.I was also an administrator of the companies 'IT Knowledge Base', which is a tool used by the IT departments several support teams to write articles to support various IT Architecture. My role as an administrator involved checking articles for relevancy, approving or rejecting articles people have written or writing articles as new IT developments are implemented. Show less



Fujitsu

• IT Services and IT Consulting
• 700 & Above Employee

• Customer Service Technician

  • Aug 2016 - Sep 2017

  I was based at the companies Wakefield office (WAK01) as a Customer Service Technician for the Home Office IT Contract. My responsibilities included: • Supporting the Home Office IT infrastructure which had around 40,000 users. • Based on Windows 7, 10 and Windows Server 2012 infrastructure. • Use of service management tool following ITIL Framework guidelines. • Maintaining existing knowledge base, documenting and updating articles where necessary. • Managing group membership, user accounts and mailbox permissions via Active Directory • Processing internal change orders. • Handling user complaints and resolving to a satisfactory standard. • Identifying and resolving connectivity issues internally and externally. • Supporting Desktops, Thin Clients and Laptops remotely. • Windows 7, Windows Server 2012 and Microsoft office suite proficient. • Providing over the phone support to users whilst ensuring SLA adherence. • File recovery of lost or deleted files. • Identifying VPN issues with remote users. • Managing service mailbox and live chat via social media. • Taking ownership of incidents and problems through to resolution. • Use of Admin Tools such as: Citrix Management Console, RES Wisdom, HP Webjet Admin, Becrypt Server. Show less



Sports Direct

• United Kingdom
• Retail
• 700 & Above Employee

• Casual Sales Assistant

  • Mar 2015 - Jul 2016

  Being based at the company's White Rose Centre branch in Leeds my responsibilities included supporting customers needs with sporting equipment, shoes, clothes and other merchandise that Sportsdirect.com offers. I worked mainly on checkouts throughout my time at Sports Direct, so I was the last face that the customer sees before leaving the store. Personal presentation was key for this along with a good sense of confidence and friendliness to ensure the customer had a great shopping experience. We were also proactively encouraged offer Reusable bags and Sports Magazines as part of the Sports Direct ‘5 Star’ commission program, so that if we sell these we are rewarded with some extra money in our monthly pay cheques and ensuring the store is performing well in the company league tables. Show less



Cathedral Academy

• Thornes, West Yorkshire

• Exam Invigulator

  • May 2016 - Jun 2016

  Responsibilities included working as part of a small team to ensure GCSE examinations properly set up, started and ended on time, and also making sure students and staff adhered to exam policies. Responsibilities included working as part of a small team to ensure GCSE examinations properly set up, started and ended on time, and also making sure students and staff adhered to exam policies.



Airedale Computer Recycling

• Airedale, Castleford & Pontefract

• ICT Apprentice

  • Jul 2014 - Oct 2014

  I worked as an IT Apprentice at 3 different sites for the company which included a warehouse and shop in Airedale and shops in Castleford and Pontefract town centres. My responsibilities included: • Serving customers and providing them with technical support on Computer Technology. • Booking customers computers in for diagnostics and repair. • Working in shops and a workshop refurbishing and sanitising computers donated to the company from various companies, and preparing them for re-sale in the shop and online website. This also included orders for medium sized companies. Show less