• IT incident resolution and request fulfilment with a broad based IT Support environment• Fulfilling all support requirements including out of hours support• Ensuring that all SLA’s are achieved and business expectations are met and exceeded where possible • Identifying and implementing service and support improvement and efficiency initiatives• Maintaining an asset database and track changes• Building and maintaining a high standard of support documentation • Communicating with the businesses relating to support issues• Ensuring all support procedures, processes and methodologies are followed• Management of service issues internally and in conjunction with external partners to ensure high customer satisfaction is maintained • Providing support for move, add and change activity and, where required, designated project activity• Install and configure hardware and software as required• Diagnosing and solve hardware and software faults• Desktop & laptop build to specification• Basic server, patching and cabling maintenance• Maintenance and control of user access and security• Create, update/move and delete users and groups within Office 365 and AD environments• Set up and support mobile endpoints through Office 365 device management, intune and historically mobile iron• During this role I have also been a part of a number of successful projects including the Highjump van sales roll out, VDI replacement project, The Ginsters move and Shared Services creation.• Created and updated group policy with Infrastructure • Using basic SQL for clearing errors in the bakery• Using basic PowerShell for working with multiple user accounts in AD and O365 and to amend calendar permissions.• Gave IT inductions, including explaining how to use of Teams, The IT Operation Centre portal and OneDrive to their advantage.

Within a team of 3, my main responsibilities were, handling all calls, emails and created tickets from the whole business. Completing and improving the joiners, movers, leavers process by updating the forms and communicating with external contractors and internal users. Working within the O365 and AD environments to set up, update and remove accounts/groups. Providing 1st line support for all the businesses within Samworth Group for Desktops, laptops, phones and handhelds

My main responsibility in this role is to manage mortgage accounts in arrears prior to litigation, which involves contacting customers, investigate payments and customers financial information, setting up amending or cancelling direct debits, processing debit or credit card payments, and other types on fund transfer. I also decide and administer solutions to help customers repay arrears in affordable repayment plans and present these to the customers

• As a senior case handler my main responsibility was to investigate the selling of PPI by Halifax Bank of Scotland, which involved analysing the available information, contacting customers and deciding on the outcome for the customer• I was involved in the successful question bank pilot put forward by the 6 Sigma team• I also have created macros in Word and Excel for calculating information and creating bespoke call scripts, for which I also received support from the local and Leeds 6 Sigma teams, SMEs, Team Managers and other Case Handlers as well, and was eventually used across sites.• I was promoted to senior case handler with more responsibility and then the team SME (Subject Matter Expert), which involved quality checking the teams work as well as the teams mentor.

• Within this role I Installed, configured, updated and maintained the IT and broadcast systems on site.• I performed safety testing of equipment used in the building at events and for use off site• My role also included deputising the duty engineer• An important part of my role was also to maintain the departments different documentations.

• As DV Solutions Administrator I continued my asset management work and extended it to a range of broadcast technology, from which I created basic carnet information.• My main role became checking equipment in and out which included testing, repairing and performing PAT tests whilst in the building and performing fault finding over the phone whilst it was in the field. In addition I trained users on the correct and optimal usage of all equipment. • I designed and maintained the internal department website for users to see the range of technology team could offer

• As a technology support assistant my main responsibility was asset management where I saved the department £40,000 a month, and claimed back £75,000 and retained a further £100,000 from billing. • This was accomplished by liaising with external contractors and internal departments. I also completed billing audits which involved personally checking each computer in BBC Wales and creating my own database using Excel and Visual Basic in order to cross reference them against billing. This database then became used to increase efficiency across the department.• Outside of my main role I also repaired PCs and reported faults through the team fault databases within strict service level agreements. • Once the role came to an end managers requested that I be moved into a different position within the team in order to retain my skills.