I currently work as an IT Infrastructure Support Specialist and also cover IT Incident Management monthly out of hours. Currently I am working towards achieving my Microsoft Azure cloud certifications as I have a strong interest in Cloud Operations. I previously used to work on the IT Service Desk as a Senior responsible for a small group of reportees and progressed to Desktop Support in 2020. This involved being responsible for packaging software, building and deploying new devices, providing second ljne support to users. I have also undertaken my ITIL framework and passed a certification in this.I have experience on the following systems:- SCCM (Reporting, packaging multiple types of software, device management, imaging devices, build image)- LANDesk (call logging, creating templates for calls, administration of access and roles)- Nexthink (Dashboard creation, metrics, device management, monitoring) - Active Directory (adding roles to users and devices)- Flexera (packaging updates for vulnerable software)- Sophos (Enterprise console, managing workstation estate to ensure up to date on policies)- Interactive Administration (GENESYS - managing users and stations including setting up users)- Counter ACT (Managing port block policies) I also cover Incident Management out of hours on call which involves being the first to respond to incidents. Due to this I have to have an in-depth knowledge of service owners for different services and teams outside of my own team. I have to keep calm under high pressure situations, especially for major incidents to provide leadership to get the incident resolved as quick as possible. This is also while uspating the major stakeholders of the affected services.I previously worked on the IT service desk as a Senior where I had several colleagues who I was responsible for. This included their personal development and also be a SME and first point of contact for any issues they had. In addition to this I was responsible for my own calls and developing relationships with other teams in IT to ensure high call quality and take part in training sessions to then provide training sessions to the service desk. As a senior I was also involved in projects to ensure that the service desk was kept up to date with new projects we would be expected to support and provide training on the new services. In my own time I am currently working towards my Azure Fundamentals certification as I have an interest in Cloud Operations, once I have undertaken the exam I will work towards the next qualification down that skill path.