Hampshire County Council

IT Operations, Applications & Support Manager

IT Software Asset & Configuration Manager

IT Support Team Leader

Thames Valley Police

Service Asset Configuration Team Leader

Working with Service Now I built the new CMDB

SAM & Licensing Team Leader

Provide efficient and effective call taking and logging for members of TVP and Hampshire with regard to ICT issues to agreed service levels. 
Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate to ensure efficient resolution of incidents to agreed service levels.
Verifying and capturing of essential user call information to ensure service performance is maintained and is line with Force policy and legislation. 
Actively encourage users in making more effective use of ICT products and services to enable them to work more efficiently. 
Acting as “product champion”, work in conjunction with Service and Project Managers to identify and maintain knowledge and process gaps to ensure agreed service levels are met.
In the absence of the IMOD, act as service recovery manager (for priority 1, 2 and high priority incidents within both forces) to ensure communications are maintained with the business and relevant stakeholders to enable business continuity.

IT Application Specialist

Team Leader Development 

Microsoft

CRM Training

Babcock International Group

To answer calls received to the Service Desk, logging all calls received as issues or requests to agreed standards 
To utilise active listening techniques to understand and interpret customer requirements when logging calls, prioritising them against agreed SLAs 
To liaise closely with the onsite engineers, passing calls through to them and handing over all necessary information, keeping the customer updated 
To utilise problem analysis techniques to diagnose and rectify technical problems and queries following first line fix criteria, and where possible resolve at first call 
To perform a customer facing role focused on delivering first class customer service, against established Service Desk performance targets 
To assist with mailbox processing when required, logging customer issues/requests and replying to any queries 
To respond to customer chases or escalations on calls professionally and follow agreed process to further the calls progress 
To log and escalate calls with third parties where required, ensuring communication back to the customer 
When the Team Leader is off I take temporary charge of the desk and look after allocating out jobs to staff, organise lunches, make team leader decisions on how a job needs to be dealt with and answer any queries that the staff may need answering. 
 I use many a software application and some of these are as follows: Active Directory, Citrix, RDP, Exchange management console, Centrastage, VPN and Cisco Management console.

IT Support Analyst

Interim Team Lead

Specsavers

On a regular basis i am asked to be the "Floorwalker" which involves me walking the floor to help and give advice to my colleagues. 
 I am required to carry out "BackLog" jobs which require me to investigate the issues stores are having and resolve the difficult issues that others struggle with. 
 I have been asked to carry out a store visit and represent the company. During this visit I was asked to resolve major issues that the store was experiencing. 
During my day to day job I am also required to give our customers 110% customer service and I do this on a regular basis. 
I am required to deal with the stores Servers and Switches and deal with any issues that the store may have with them. 
During my day-to-day shift I am required to take Incoming calls and log new incidents if they are required. 
Diagnose and resolve a wide range of store / business technical issues 
 Ensuring that all call details are captured and that clear updates and closure notes are maintained in the call logging software 
Managing Incidents through to resolution with a high degree of ownership 
Keeping customers updated as to progress 
Escalating to Problem Management / IT Supervisor / Manager any issues where a resolution may be delayed or is not clear 
Using effective Q&A with customers to obtain detail for "Problem Management" team to explore if escalation across teams is required. 
Keeping Standard Operating Procedures (SOPs) up to date 
Working individually or as part of a team developing Service Improvement Projects 
To ensure we hit or exceed our team targets consistently 
Conducting store visits when required 
To effectively share knowledge and maintain good communication with all colleagues as to issues that impact service or solutions that can be employed

ICT Specialist

City College Southampton

I was required to maintain the network system. 
 Offer Technical support to Staff and Students. 
Fix computer and network problems. 
Man the Helpdesk. 
Visit Out centres and offer support to them. 
Offer Technical assistants on the Phone. 
 Order Supplies for our I.T Department 
Setup the Cisco phone system 
Maintain the running of our Monika fridge software 
Maintain and fix the MFD infrastructure. 
Organise 1-2-1's with 3 other team members 
Create Rota's for the 3 members of my team 
To offer support and advice to my team.

IT Technician

I am a professional, confident, honest and self-motivated individual who is well presented at all times. 
 I have excellent understanding and knowledge of applications, installations, configuring computing systems and software/licensing. I can confidently analyse and resolve IT Software/Hardware related fault for the end user in a timely and accurate fashion.

 I have fantastic ability to communicate effectively with a wide range of people, incredibly hardworking, excellent at working on my own initiative and as a team player. 

 I adapt well to change and I am a keen learner. I enjoy taking on new challenges also strive for success within IT and will be a great to asset to any company. This will be a great opportunity for me to expand my existing skills and experience also further my personal, professional development within an ambitious employer as an IT Service desk/Support Analyst.

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