CTS - Warrington2021 – 2023 - Procurement Coordinator- Merged 3 Companies Procurement Processes into cohesive processes.o Each company had their own process for procuring, these were reviewed and streamlined tooptimised and standardised processes.- Documented all purchasing processes for consistency and transparency- Built an informative share point for the Procurement team, containing all documentation.- Compiled Quote templates to facilitate continuity- Help… Show more CTS - Warrington2021 – 2023 - Procurement Coordinator- Merged 3 Companies Procurement Processes into cohesive processes.o Each company had their own process for procuring, these were reviewed and streamlined tooptimised and standardised processes.- Documented all purchasing processes for consistency and transparency- Built an informative share point for the Procurement team, containing all documentation.- Compiled Quote templates to facilitate continuity- Help with the development of the Sales Process- Assisted with Toolset integrations( Connectwise and ITGlue).- Supported internal teams with purchases during project onboarding.- Created PO’s for all purchases.- Product recommendations and purchase for Clients within Legal Sector roles.- Supported Client Services Managers and Client Account Managers with Client engagement andrequests- Product renewals such as Microsoft and other 3rd party licensing.- Supported other departments with document creation and management Show less

- Designed and created all client reporting on a rolling month basis.- Supported Client Services Managers and Client Account Managers with Client engagement and requests. - Continued to support Service desk managers with KPI and SLA reporting.- Support CSM with information gathering with Client contacts.

- Joined the company as a 1st line Analyst and after 6 months was promoted to 1st line team leader - Within this role I have established 1st line Measurable KPI’s, and ensure the team meets SLA's to high standards.- Continuous monitoring of processes, whilst escalating breaches as first point of contact.- 1st point of contact for internal and external escalations.- Manage staff shift rota, and arrange cover for all shifts. - Completed return to… Show more - Joined the company as a 1st line Analyst and after 6 months was promoted to 1st line team leader - Within this role I have established 1st line Measurable KPI’s, and ensure the team meets SLA's to high standards.- Continuous monitoring of processes, whilst escalating breaches as first point of contact.- 1st point of contact for internal and external escalations.- Manage staff shift rota, and arrange cover for all shifts. - Completed return to work interviews. - Complete staff induction for service desk.- Arrange internal training with SME's for new products and skill fade.- Liaise with HR for advice around PIP implementations and otyher HR issues.- Established 1st Line PDP’s - Implemented Call Quality and ticket quality - Implementation of ISO27001 and completing audits, - Reviewed, changed and managed created by myself or analysts, creating Known error database.- Experience of supporting a wide and varied client base.- Introduced process and procedures for 1st line routine tasks i.e. starters and leavers.- Working with multiple internal/external teams and companies/suppliers to provide support to clients across multiple sites, against Service Level commitment- Contributing to the overall achievement of IT Services revenue- Developing, leading, and motivating a team of technical support professionals to deliver high quality end user support with customer service in-line with contractual and commercial objectives- Developing effective working relationships with clients, service delivery, and 3rd party personnel to ensure effective service delivery- Innovative solutions for training and skills gap analysis using skills matrix to identify skills analysis.- Adhering to Service Level Agreements and adjusting support operations to make improvements accordingly.- Complete GDPR induction course. Show less

- Providing advice, support and practical assistance to system users via the IT service desk telephone system and remote support software tools.- Diagnosis of desktop, server, applications, networking and infrastructure issues.- Experience of supporting a wide and varied client base.- Additional role of Service Co-ordination Analyst, logging and handling of 3rd party incidents.- Working with multiple internal/external teams and companies/suppliers to provide support to clients… Show more - Providing advice, support and practical assistance to system users via the IT service desk telephone system and remote support software tools.- Diagnosis of desktop, server, applications, networking and infrastructure issues.- Experience of supporting a wide and varied client base.- Additional role of Service Co-ordination Analyst, logging and handling of 3rd party incidents.- Working with multiple internal/external teams and companies/suppliers to provide support to clients across multiple sites, against Service Level commitment- Contributing to the overall achievement of IT Services revenue- Developing, leading, and motivating a team of technical support professionals to deliver high quality end user support with customer service in-line with contractual and commercial objectives- Implementing, and reviewing procedures and processes to maintain and improve delivery function- Developing effective working relationships with clients, service delivery, and 3rd party personnel to ensure effective service delivery- Innovative solutions for training and skills gap analysis using skills matrix to identify skills analysis.- Adhering to Service Level Agreements and adjusting support operations to make improvements accordingly.- Creation of Service champion documentation and skills matrix- Completed Explore leadership training over 12 months covering NWOW management skills, including self-evaluation, conflict and leading via learning such as six hats.- Completed corporate challenge for the Princes trust Millionaire Maker by hosting a Gala Charity Dinner in London.- Volunteered to be a service desk Client champion which will enable continuity of service for the retrospective client - Volunteered to be a SDI (service desk institute ) Champion assisting to recognise, monitor and implement the required changes Show less

• This employment had a variety of roles, which include IT and Vision/Audio stock control, IT telephone support technician, and IT field technician. As stock controller I ensured that all stock that has been ordered arrives, is complete, stored and prepared accordingly ready for use, such as setting up a laptop to a customer’s specifications too adding additional components to a variety of PC’s and other IT equipment, this also involved ensuring that all consumable stock is replenished and the… Show more • This employment had a variety of roles, which include IT and Vision/Audio stock control, IT telephone support technician, and IT field technician. As stock controller I ensured that all stock that has been ordered arrives, is complete, stored and prepared accordingly ready for use, such as setting up a laptop to a customer’s specifications too adding additional components to a variety of PC’s and other IT equipment, this also involved ensuring that all consumable stock is replenished and the workshop is kept within health and safety regulations.As IT telephone support technician I took IT support calls from customers with IT related problems. This will involve talking the customer through the resolve or logging onto the customers system and resolving the issue and ensuring the customer is informed of the outcome, this also involves logging the call on a fault database and ensures that any support work that can be completed by me is completed. Hilst working as an IT field technician I was dealing with the customer face to face within their work setting this could involve on site fixes or removing the items to be repaired by myself back in the workshop, this also included working within schools ICT suits supporting staff and pupils to ensure all IT equipment it maintained to a high standard. I also inspect and repair any equipment brought into the workshop by the other technicians. Show less

repairing and maintaing vehicals with in territorial army, • I was on a years posting in SFOR HQ MNB NW Banja Luka, Bosnia as an Information Systems Engineer. I was second in charge where I was responsible for ensuring that any reported problems with PC hardware, software or printers were dealt with within its priority level and ensuring that the tasks we were given such as network building were done before the deadline. This also included routine systems maintenance. This role involved… Show more repairing and maintaing vehicals with in territorial army, • I was on a years posting in SFOR HQ MNB NW Banja Luka, Bosnia as an Information Systems Engineer. I was second in charge where I was responsible for ensuring that any reported problems with PC hardware, software or printers were dealt with within its priority level and ensuring that the tasks we were given such as network building were done before the deadline. This also included routine systems maintenance. This role involved travelling around all the UK installations in Bosnia doing the reported jobs and on a monthly basis virus updates and backing up the systems, this totalled 400 systems. Part of my role was to order stock such as hardware components, also customer services through the IT helpdesk which involved answering telephones logging faults, booking in and out of systems and visiting people at there work station to assist with in site maintenance. I was also working within the NATO secrets act whilst dealing with all the systems due to the threat of espionage. Show less

• I worked as the help desk .engineer for a small IT company that provides telephone support and onsite support for various customer sizes. My main role was to take the customers issue, log it as a fault and to deal with it. I managed over fifteen customers with a variety of networking and logistical set ups. This encompasses large companies with multiple small network sites all of which are then centrally served by various amounts of servers. Also smaller companies with larger single networks.… Show more • I worked as the help desk .engineer for a small IT company that provides telephone support and onsite support for various customer sizes. My main role was to take the customers issue, log it as a fault and to deal with it. I managed over fifteen customers with a variety of networking and logistical set ups. This encompasses large companies with multiple small network sites all of which are then centrally served by various amounts of servers. Also smaller companies with larger single networks. If the calls cannot be dealt with by talking the customer through any issues, to do this I would remotely access the customer’s site and resolve the issues for them then report back to the customer informing them of the progress and when the issue has been resolved. If necessary I attend the site myself, if I was unable to attend I allocate the fault to the next available member of staff. Also within my role I keep customers details and records up to date and informed other members of staff the changes within regular technical meetings and ensure that all faults that have been reported are resolved within the designated time scale. Show less