Experienced IT professional with over 10 years in technical support and service desk operations. Proven track record in leadership roles, managing major incidents, and improving IT service delivery. ITIL certified with a strong commitment to customer service excellence and operational efficiency.
From a self-starter background to achieving a BSc Hons. degree in Computing and IT; majoring in Software Engineering while in full time employment.
Engages in technical root cause investigations & analysis, reverse engineering, incident management with resolution, technical requirements scoping and analysis, planning, implementation and problem management.
Possesses extensive hands-on experience and familiarity with a wide range of open-source and proprietary mobile and non-mobile IT tools, languages, and protocols, including .NET, NetBeans, Microsoft Exchange Server, VMware, Remedy, Jira, Mimecast, Microsoft Office 365, ServiceNow, SCCM, Oracle, HyperV, Websense, Active Directory, AZURE, Intune, CRM/Dynamics 365,WSDL, Android, iOS, Windows, MAC, Network Routing, JavaScript, Java, PHP, HTML, CSS, XML, SQL, and UML.
Collaborates effectively with cross-functional teams and communicates effectively with stakeholders at all levels, with the aim of customer satisfaction and project success.
A continuous learner and an empathetic team player who enjoys collaborating with colleagues to drive projects and stake holder success; strategically contributing to the enterprise value chain.
Skills:
- IT Service Management (ITIL)
- Team Leadership and Management
- Incident and Problem Management
- Technical Support and Troubleshooting
- Customer Service Excellence
- Project Management (Agile)
PROFESSIONAL EXPERIENCE
INTERGENCE
IT Site Engineer (September 2023 – Current)
My role has involved mainly providing in person on-site IT support. My main clients/customers have been CyrusOne (London, Slough, Frankfurt, and Spain) as well as The Architects registration board, London.
- I deliver exceptional customer service by maintaining a professional and courteous demeanour and where feasible build strong professional relationships. I effectively communicate technical information to non-technical users, provide guidance on IT-related matters, and ensure prompt resolution.
- I manage and prioritise incidents and service requests within defined SLAs, analyse incidents to identify trends, and proactively address recurring issues. I contribute to problem management activities by documenting root causes and proposing preventive measures. Additionally, I escalate incidents when necessary to ensure timely resolution.
- I assist to maintain and update the knowledge base with resolutions, documentation, and share the knowledge with colleagues to enhance overall team effectiveness.
- I identify opportunities for service improvement and operational efficiency, participate in team meetings and contribute ideas to enhance service delivery.
- I stay updated
Achievements:
- I was made lead resource, scheduling resources to cover CyrusOne datacentre locations.
- Problem led major incidents successfully.
- Ensured our commitments to European travel and the onsite support coverage was consistently met.
- Received very good reviews during service review.
- Liaised with Vendors to ensure successfully delivery of contracted services.
- Due to my work ensured the CyrusOne contract was continually renewed.
CDW/Hays
Service Desk Analyst (Contract July 2022 – August 2023)
- Accurately logged and resolved users' IT incidents and service requests.
- Provided technical solutions within Service Level Agreements.
- Kept customers informed about incident or request status and progress.
- Collaborated with relevant teams for incidents requiring escalation.
- Adhered to Incident Management procedures and maintain up-to-date knowledge.
Worldpay from FIS
NCR Limited
Software Support Engineer II (August 2019 - June 2021)
- Performed root cause analysis of incidents related to top reporting software applications.
- Conducted detailed investigations of system logs and impact analysis.
- Provided inputs for incident, defect, problem, and portfolio management.
- Strategically communicated with organizational stakeholders.
- Effectively managed resource cost and risk mitigation.
WorldPay
Network Operations Centre Engineer (January 2015 - Oct 2015)
- Monitored financial gateway transaction processing, infrastructure system performance, and security within the Network Operations Centre.
- Supported infrastructure and applications' system change implementation.
- Assisted in major incident problem analysis, user system recovery, service requests, and escalations.
IT Service Desk Analyst (July 2012 - January 2015)
- Provided corporate end-user computing technical support, incident recovery, and post-incident review.
- Fulfilled end-user change requests, including Microsoft data share via Active Directory, application access, new mailboxes, and distribution lists via Microsoft Exchange Server.
- Conducted Citrix VM builds and access, as well as restoration of Citrix VM and Windows OS services.
- Rebuilt and reconfigured corporate laptops with Windows and macOS.
- Served as an escalation point for end-user and business product owner incidents and follow-up communications.
- Identified recurring user incidents and applied agreed-upon fixes.
- Managed major incidents and continuous engagements with relevant internal and external support functions until recovery.
- Acted as a single point of contact for all IT incidents and service requests from staff.
- Handled requests for data share access via Active Directory and created new shared mailboxes and distribution lists via Microsoft Exchange Server.
- Processed requests for Blackberry activations in Blackberry Enterprise Server and VM builds.
- Resolved VLAN, VPN, and Citrix remote access and performance incidents.
- Mentored junior team members and provided excellent customer service.
Restaurant Technology Services
Technical Analyst (August 2007 - July 2012)
- Resolved IT-related incidents and service requests from McDonald's staff.
- Logged incidents within ServiceNow Call Management System and ensured adherence to service level agreements.
- Acted as an escalation point for junior team members, escalating incidents to other support functions and vendors when necessary.
- Troubleshot and resolved performance incidents with VISP, XP, VISTA, Windows 7.
- Reimaged PC POS terminals and resolved incidents relating to SQL, Outlook, printer drivers, and other MS Office products.
- Troubleshot LAN and VLAN incidents, as well as software and hardware issues with IBM card payment systems, Ingenico card readers, receipt printers, Motorola handheld order takers, automated cash draws, and coin dispensers.
- Troubleshot virtual desktops, WYSE terminals, and HYPERV servers.
- Reset user accounts and permissions and suggested new incident resolution workarounds.
Institute of Engineering and Technology (IET)
Web Editor (Contract January 2006 - August 2007)
- Web content administration of the institute's website theiet.org.
EDUCATION
- The Open University, Milton Keynes BSc (Hons) Computing and IT
- CCNA: LAN Switching, Wireless, Network, Routing Protocols, and Concepts fundamentals Certificate
- ITILv3: ITIL Foundation Certification
- OCR – NVQ Level 2: Customer Service
- QCA Level 2 Diploma - North Hertfordshire College, England: IT Users E-quals
HOBBIES
Photography, web design, cycling,writing and Reading.