Professional Profile:

Accomplished IT Help Desk Analyst with 5+ years of experience in troubleshooting and resolving software and system issues to maintain optimal performance. Skilled in managing diverse repair and maintenance tasks to enhance departmental functionality and overall productivity.

Seeking a challenging and rewarding career in web development to leverage my technical expertise and passion for creating innovative web solutions.

Skills:

• Customer service.
• Troubleshooting.
• Documentation.
• User Education.
• Attention to detail.
• Time Management.

Career Summary:

Zuto- Support Engineer - May 2023 to Present.

Outline:

Providing face-to-face, email, and instant messaging support. Responsible for diagnosing and resolving technical issues, ensuring efficient service request and incident management, and enhancing user satisfaction through effective communication and problem-solving.

Key responsibilities:

• Provide technical support in a timely and Professional manner.
• Diagnose and resolve hardware and software issues for end users while escalating complex problems to appropriate teams when necessary.
• Configure and maintain laptops and other IT equipment.
• Onboard and offboard users.

Key achievements/projects:

• Revamped Knowledge Base (KB) system by implementing a structured organization framework and centralizing access, enhancing efficiency and usability for the team.
• Led a comprehensive cable tidying initiative across four office floors, involving the systematic removal of redundant cables from desks, meticulous organization, and secure fastening using cable ties and clips. Resulted in enhanced workplace safety, improved aesthetics, and optimized workspace functionality.

Crane Payment Innovations - Service Desk Analyst - March 2021 to May 2023.

Outline:

Provided first and second line support both on-site (face-to-face) and globally via phone, email, and instant messaging. Logged and managed service requests and incidents through to resolution, maximizing company productivity and user satisfaction.

Key responsibilities:

• Triage and prioritise tickets accordingly based on impact and urgency.
• Achieve daily ticket resolution goal.
• Achieve monthly KB creation goal.
• Identify and manage major incidents.
• Complete urgent tasks assigned from the security team.
• Complete monthly/quarterly audits.
• Onboard and offboard users.
• Image Desktops and Laptops.
• Build rapport with users, colleagues and other teams.
• Educate users within IT.
• Create and manage reports to assist and manage the Service Desk.

Key achievements/projects:

• Awarded an Above and Beyond award for excellent customer service.
• Trained 5 new Service Desk Analysts
• Was given ownership of our Offboarding process - provide improvements and training on this process.
• Improved the knowledge base so that KBs were organised logically and removed duplicates.
• Improved Service Desk Training Matrix logically to dampen information overload.
• O365 Migration.
• Involved in a project where gathering information from IT managers and HR to organise and manage user accounts to allow the use of automation tools.
• Ladder and Fire Warden trained

BNY Mellon - Service Desk Analyst - September 2018 to september 2020.

Outline:

Provided global first-line support via phone and live chat. Efficiently logged, resolved, and escalated service requests and incidents to enhance company productivity.

Key responsibilites:

• Call logging and escalations.
• Enforcing the use of self service portals.
• Password resets.
• Troubleshooting Softare.
• Achieve 12 minute average handle time and a first time resolution rate above 90%.

Key achievements/projects:

• Tier two training.
• O365 Migration.
• Nominated for the Made in Manchester Award due to my performance.

Education and Qualifications

• ITIL Foundation Level - Pass - Peoplecert - 2022
• Level 3 IT Apprenticeship - Pass - Peoplecert - 2020
• Business Porcesses - Pass - British Computing Society - 2019
• Codng and Logic - Pass - British Computing Society - 2019
• Networking Fundamentals - Pass - Microsoft Technology Associate - 2019
• Mobility and Device Fundamentals - Pass - Microsoft Technology Associate - 2019
• Cloud Fundamentals - Pass - Microsoft Technology Associate - 2019
• Level 3 Extended Diploma in Information Technology - D*D*D* - Oldham Sixth Form College - 2018