Paul Wright Email & Phone Number

Aberdeen, Scotland, United Kingdom

I earned the opportunity to step up to a senior role within the department and look after the progression of new colleagues. This role enables me to continue the support, responsibilities and interaction I enjoy and am good at but also gives me the chance to learn new skills and take on additional responsibility within the team. I have been managing store refit/resite projects, being involved with purchasing and invoicing and ensuring our team is available and providing the best service to the business. Extra responsibility within this role:· Manage the workload of the 2nd line Desktop team and development of 5 new colleagues· Complete and record daily checklist tasks and arrange the working hours and on call rota· Conduct supplier management, review performance and build good relationships · Ensure escalated tickets are resolved within SLA and the customer kept up to date· Being the lead for projects in the team including store and supply chain refit/resites· Monthly store and supply chain visits· Head Office floor walking for IT visibility· Equipment purchasing and invoicing· Responsible for £100k annual CAPEX budget

I provided desktop support as part of a two person 2nd Line team and a wider 7 person Infrastructure team to all stores, multiple distribution centres and all Head Office users. I have acquired valuable experience in all aspects of troubleshooting, maintaining and installing software. I have been involved with many high profile projects, most notably the upgrade of all store and distribution centre workstations to Windows 7. I am regularly involved in the new store and store refit projects, assisting with the ordering of comms and IT equipment. I also have to work with the relevant third parties to ensure everything is delivered and installed for a successful opening.Responsibility within this role:· Resolve tickets escalated by 1st Line within the SLA and be proactive with the Service Desk to fix issues before becoming widespread· Main point of support for Mac users· Active Directory management and maintaining Group Policy Objects· Diagnosing and resolving technical issues· Completing internal user moves including phones· Setting up and configuring new laptops and desktops including the application of McAfee Encryption software· Patching of network ports and VoIP phones· Setting up new users and disabling expired accounts in accordance with HR requirements· Install and configure hardware and software for Windows and Mac· Supporting Microsoft Windows 2000, 2003, XP, Windows 7, Windows 8 and Windows 10· Microsoft Windows Server 2000 - 2012 R2· Supporting Microsoft Office and other applications including Office 365, PowerShell and patch management software· Frequent visits to stores and distribution centres nationwide for support and project work· Assist in the new store projects. Arrange the installation of comms and POS hardware

Watford, United Kingdom

As part of an 8 person team I would provide 1st Line support to stores, service centres and all other BrightHouse employees. I ensured that first time fix rates were high and kept myself and the end user up to date on escalated incidents.Examples of my duties were:· Provide excellent customer service at all times· Log all incidents as they come in via Telephone or Email· Ensure all calls were kept within SLAs· Take ownership of user problems and ensuring to be proactive when dealing with user issues · Supporting users in the use of computer equipment by providing necessary training and advice· Produce weekly reports for call logs and telephone stats· Publish and upload communications to the business via the company Intranet· Create new and provide support for existing mobile devices within the company· Building and maintaining excellent relationships with other departments within the business

Assist in managing a team of 7 colleagues and the day to day running of the department ensuring high customer service and high stock availability was delivered at all times.