• Runner up for the 2023 Employee of the Year and Exceptional Contribution Awards• Provided third line support for escalated cases, mentoring junior colleagues and improving documentation to prevent reoccurrence • Maintained and expanded VMware infrastructure to account for increased utilisation• Coached and mentored colleagues• Managed and resolved Major Incidents whilst communicating with key stakeholders and working alongside the Major Incident Manager• Worked within the… Show more • Runner up for the 2023 Employee of the Year and Exceptional Contribution Awards• Provided third line support for escalated cases, mentoring junior colleagues and improving documentation to prevent reoccurrence • Maintained and expanded VMware infrastructure to account for increased utilisation• Coached and mentored colleagues• Managed and resolved Major Incidents whilst communicating with key stakeholders and working alongside the Major Incident Manager• Worked within the ITIL framework to prioritise cases to maintain SLA Show less

• Runner up for the 2022 Employee of the Year, Exceptional Contribution and Customer Kudos Awards• Led analysis of customer cases, identifying resolvable trends worth 5% of caseload• Implemented systems and applications for multiple clients• Coached and mentored colleagues• Closed an average of 7 escalated, P1 or P2 cases a day• Managed and resolved Major Incidents whilst communicating with key stakeholders and working alongside the Major Incident Manager• Provided… Show more • Runner up for the 2022 Employee of the Year, Exceptional Contribution and Customer Kudos Awards• Led analysis of customer cases, identifying resolvable trends worth 5% of caseload• Implemented systems and applications for multiple clients• Coached and mentored colleagues• Closed an average of 7 escalated, P1 or P2 cases a day• Managed and resolved Major Incidents whilst communicating with key stakeholders and working alongside the Major Incident Manager• Provided technical expertise in customer facing meetings• Worked within the ITIL framework to prioritise cases to maintain SLA• Improved documentation through day to day work and on site customer meetings Show less

• Won the 2021 Customer Kudos award for impeccable customer service and maintained a personal 94%+ NPS rating• Closed an average of 15 cases per day, supporting Windows (desktop and server), macOS and mobile devices• Provided remote support, but visited customer sites as required• Worked within the ITIL framework to prioritise cases to maintain SLA• Buddied with and aided colleagues with case resolution• Improved documentation through day to day work and on site customer… Show more • Won the 2021 Customer Kudos award for impeccable customer service and maintained a personal 94%+ NPS rating• Closed an average of 15 cases per day, supporting Windows (desktop and server), macOS and mobile devices• Provided remote support, but visited customer sites as required• Worked within the ITIL framework to prioritise cases to maintain SLA• Buddied with and aided colleagues with case resolution• Improved documentation through day to day work and on site customer meetings Show less

• Promoted to team lead taking on additional duties of team supervision, prioritisation and delegation of tasks to meet deadlines in 2018. • Responsible for first line IT support after 2015 involving: ◦ Account creation and management ◦ Windows desktop sourcing, setup and management• Product pricing, analysis and development in line with BSEN1176 safety regulations• Introduced a project cost analysis system which aided in eliminating a historical 2% loss of… Show more • Promoted to team lead taking on additional duties of team supervision, prioritisation and delegation of tasks to meet deadlines in 2018. • Responsible for first line IT support after 2015 involving: ◦ Account creation and management ◦ Windows desktop sourcing, setup and management• Product pricing, analysis and development in line with BSEN1176 safety regulations• Introduced a project cost analysis system which aided in eliminating a historical 2% loss of gross profit Show less