Capgemini

Solutions Architect.

- Studying on a fully funded 2 year Masters degree program, MSc Digital and Technology Specialist in Enterprise Architecture from Northumbria University. 
- Designed program from graduate level to qualified architect, including relevant technical certifications and an Enterprise Architecture degree.
- Relevant industry led cloud certifications in AWS/Azure/Google.
- Continuous development of architecture skills through training, internal and industry certifications, such as TOGAF and Capgemini Certified Architect.
- Focused on turning client’s business challenges into technical solutions.
- A defined rotation plan to move around technology areas to broaden my experience.
- Working with some of the most leading-edge cloud-native and hybrid architectures in development today.
- Collaborate closely with engineering teams to ensure solutions are built to reflect vision and make the best use of current development practices.
- Working to design the transformation of client’s existing services and creating brand new services using cutting edge and emerging technologies with the client experience always in mind.
- As an Architect, viewed as a trusted advisor to clients.
- Contribute and participate in the Capgemini community of architects.
- Providing recommendations and roadmaps, performing design, debug, and performance analysis on solutions.
- Documenting and sharing best practice knowledge, advocating for process improvements and helping develop solutions.
- Regularly communicating new features and benefits to partners, customers, and other stakeholders.
- Providing technical leadership to a team throughout the project lifecycle.
- Developing proof-of-concept projects to validate your proposed solutions.
- Reviewing and validating solutions designs from other team members.
- Working across organisation and team boundaries to ensure I bring the best to customers.

Solutions Architect

Air IT

IT Engineer.

- First point of contact for IT-related queries from across our 200+ client base, supporting over 1000+ staff members. 
- Help and advice end users, diagnosing and solving technical difficulties over the telephone and via remote support. Full responsibility for logging and handling tickets, escalations and follow ups.
- Working as a support engineer / analyst, within a Managed Service environment. Outstanding customer service coupled with clear verbal and written communication skills. 
- Seeking relevant information from clients at the right time, and accurately recording findings. Holding sound technical capability, a self-starter and natural problem solver, with the ability to multitask on a fast-paced service desk.
- Providing efficient and effective customer service to end users and other stakeholders. Providing 1st line diagnosis and resolution with a high level of first-time fixes.
- Responding appropriately to more complex problems through escalation. Prioritisation and management of workload to ensure client SLAs are met. Working in accordance with company policies, procedures and practices.
- Working on all types of issues ranging from Microsoft OS, Apple Mac OS, Linux and all platforms where support is provided for clients.
- Best stats across the leaderboard; 2000+ tickets resolved in 12 months, 98% Positive Feedback / CSAT Record, Winner of LOVE Award Q1 2022 for West Midlands.

Skilled in:
- Microsoft 365, Microsoft SharePoint, Microsoft Azure, Active Directory, Conditional Access etc.
- Group Policies, Software Deployment, Server Monitoring, NOC Issues, RMM Issues etc.
- Command Line / Windows PowerShell.
- Account Creation in Microsoft 365 and AD, Shared File Access, O365 Access etc.
- Network Management; Firewall Settings, SonicWall, Access Points, WiFi Networks
- Software Issues; Microsoft Office, Adobe PDF, Chrome/Edge, Client-Specific Software's etc.
- Hardware Setup; Desktop and Laptop Setups, Printer Setups etc.

IT Engineer

BCA UK

IT Analyst / IT Engineer.

- Responsible for day to day aspects of Desktop Support, Branch PDA's and HHT's.
- Supporting Helpdesk, remotely accessing drivers units to resolve problems when required to do so.
- Managing Stock Control and carrying out daily checks to ensure systems are running and any issues are dealt with or escalated to line management immediately.
- Providing technical support to 3-4000 logistics drivers, 500 company staff and 1000's of BCA auction site staff.
- Providing proactive servicing on issues, along with ensuring maintenance and service logs are maintained when required.
- Providing details advice and assistance to users in the effective use of systems, products and services available to them; demonstrating initiative in applying knowledge to non-standard situations.
- Assisting users in making more effective use of desktop systems, products and services; investigating complex problem situations to diagnose underlying causes and helping the users to recover or continue operation.
- Using judgement to set priority for resolution, monitoring progress and applying escalation procedures for problems not progressing satisfactorily.
- Propose, discuss, and evaluate potential solutions with the IT Managers and implement agreed workarounds as directed.
- Contribute to the enhancement of services in consultation with the IT Managers.
- Any infrastructure issues escalated immediately to resolve or report to line management and log all call's and problems on the Helpdesk system.
- Contact third parties as and when required for parts and labour costs, as and when instructed to do so and help third parties and internal users with service related issues.

IT Analyst

Aston University

IT Engineer.

- Assisted in the management of PC desktops, laptop, printers, handhelds, smartphones, tablets and AV equipment across the University of 12,000+ members of staff and students.
- Partake in the procurement of new systems and in the development of strategies and policies.
- Followed protocol and procedures to log incidents using ITSM systems - Point of Business (PoB) to log, and resolve calls, with calls prioritised according to urgency to ensure minimal down time and also working with other IT departments such as Networking, and Systems.
- Supported all versions of Microsoft Windows operating systems and Microsoft Office (2010/2013/2016/365) applications including ad-hoc training on use, as well as Linux and Apple devices.
- Installation of new IT hardware and software, including advice on procurement and the use of tools like SCCM (Current Branch) and Imaging solutions to manage effective deployment of systems.
- Supported in the set-up of new equipment for staff of the University to configuration of equipment for large IT classrooms for students.
- Remote management of desktops using Remote Desktop, Remote Assistance and other tools.
- Assist in software and hardware upgrades to meet new requirements.
- Manage all objects on the domain using Active Directory (AD) and related technology.
- Assisted in maintaining user network groups, accounts, file permissions, email accounts and database application accounts.
- Work with other IT, University staff and external contractors, to produce accurate and concise documentation for both internal and external use.
- Various other IT related tasks, and any other ad-hoc tasks as outlined by the IT Support Manager and other IT departmental managers.

Tesco PLC

Customer Service Sales Assistant.

Customer Assistant within the store. Gained knowledge on all types of products from around the world. Knowledge on retail management, team work and giving a distinct customer experience to customers. Be of assist with the hardware and software department as an advisor. Meeting store targets and managers' expectations by delivering efficient service to both the store and customers. Offering detailed advice to customers ensuring the product and services meets their needs.

Customer Service Sales Assistant

Royal Mail

Take on managerial responsibilities to delegate and coordinate tasks for the team.  Leading a team to achieve the best by meeting tight deadlines. Managing crucial tasks including parcel and indoor mail sorting as well as delivery schedules. Time was of the essence and meeting deadlines was rewarded with a keen interest in me by managers to take on a voluntary assistant managerial role to delegate responsibilities.

Warehouse Operative

Labour Party

"Student Work Experience Week" at secondary school. Researched and analysed intensive reports, interpreted extensive data and statistics to reach a study. Provided feedback to the MP's team and government team regarding matters by working as a team. Maintain high standards of workforce in the office.

Administrative Assistant

Villa Pharmacy

Cooperated closely with hospitals, GPs, doctors, nurses, and therapists.  Displayed growing professionalism to handle matters with care and attending to enquiries. Gained experience in developing a rapport with customers in a sensitive environment.

Dispenser Assistant

Currently working at Capgemini as a Junior Solutions Architect with a 2 year study of a Masters MSc Degree in Digital and Technology in Enterprise Architecture from Northumbria University.

BSc Business Computing and IT graduate with high-level industry experience in business and IT operations. Continuing on a path to develop a career within IT. Previous experiences include 1st and 2nd Line IT Service Desk Support, IT Analyst, UX Graphic Designer and Sales Assistance. Worked for large organisations and medium sized SME’s within the IT, Automotive, Retail and Warehouse industries. Highly competent skills ranging from both technical hardware and software IT knowledge to customer services and sales soft skills.

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