Dee Sehejpal Bsc (Hons) Email & Phone Number

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Birmingham, United Kingdom

Based in the Birmingham CSC, I worked on a highly skilled, motivated and customer dedicated Service Desk, answering calls from English speaking users from across Europe. The capacity of IT general knowledge covering the EMEA region is immense. Customer service is always the highest priority. Across the EMEA region, the IT Service Desk supports over 1600+ users, around 450 being UK based. Some of my responsibilities as a Senior IT Service Desk Analyst are : • Be the first point of contact for all users within the EMEA region for all IT issues and problems.• Record all incidents in the ticket management system.• Provide Incident Handling Analysis.• Support incoming IT issues or questions related to all supported software or computing platforms via the IT Helpdesk phone number, or mailbox.• Provide a high rate of “first call fix” troubleshooting, whilst maintaining a high level of service.• Perform time-effective escalations of issues to 2nd line support teams when unable to identify a resolution.• Serve as an escalation point in the identification and correction of systems and applications problems, including interaction with other support staff.• Develop technical documentation for training, software/hardware use, user procedures, and as-required project deliverables.

Warwickshire

Group IT Service provides support for both PC desktop and bespoke applications across the NFU MUTUAL estate, a multi-million pound insurance and financial services organisation. The group supports over 5,800 users and its primary interface for all IT support. My role on the Service Desk was very customer focused with its main primarily responsibility for : • 1st/2nd line support for incidents raised.• Logging and classification of incidents.• Investigation and diagnosis of incidents.• Proactive monitoring of incidents ensuring timely escalation, resolution and incident closure.• Creation of support documentation.• Liaison with suppliers, service groups and customers to ensure agreed service levels are met.

Birmingham, United Kingdom

Nacro is a crime reducing charity with around 180+ offices across England and Wales, employing over 1800+ IT users. The IT infrastructure had recently undergone two big changes; one being a Data Centre move (2009), the other was a vast upgrade on its network/server hardware, and software platform (2010). My 1st/2nd Line support role included the responsibilities listed below : • Incident Management, assist all Business Users with their ICT issues and or questions about any of Nacro’s supported software and computing platforms to the best of my ability, in a professional and courteous manner.• Receive enquiries by telephone, email, in person to ensure Business Users are supported in the method of communication most appropriate. • Manage all Service Desk tickets, to agreed Target Resolution Times (TRT) as defined in the ICT Service Level Agreement (SLA’s). • Maintain knowledge of current news, system information, problems, changes and updates relevant to our user community, including research techniques and resources. • Update the ‘knowledge base’ as and when needed. • Assist other areas of the IT team when necessary, i.e. testing, trouble-shooting, etc. • Shared Area administration, including the use of Local and Global Groups on new folder creations.• User and Group Mailbox maintenance using Active Directory 2003 and MS Exchange 2003/2007.

Birmingham, United Kingdom

A varied 1st and 2nd Line support role which had the following responsibilities within a complete W2k/XP/Citrix Metaframe PS4/ PS3 environment in the Clinical Response Centre :• User maintenance - creating new user accounts, deleting accounts, setting security permissions. Administering AD at Domain/Local level using Group Policy and data protection using security permissions.• Home Tele Consulting (HTC) - administering RSA server and setting up Clinicians to work from home with SecurId Tokens.• Responsible for daily back-up tasks\schedules, changing media and auditing the servers.• Supporting Lotus Notes R6 from including the web version.• Publishing applications through Citrix as well as supporting the Citrix farm.• Monitoring and supporting all servers on a daily basis 22 Citrix Servers, 2 domain Controllers, 4 Cluster servers • Network patching for both computers and telephones.• Shares/Printer setup on a clustered environment to include security permissions.

Birmingham, United Kingdom

2nd Line Support for all 10,000 HMRC offices covering, 110,000 members of staff throughout the UK. Responsibilities included:• Problem managing and resolving all types of Hardware (PCs, Printers, Laptops), Software (Microsoft Windows 9x, NT4, 2000/XP and HMRC bespoke applications) and user account related issues.• UK site visits actioning desktop/network/printer set-ups and/or software installations. • User Administration.

Birmingham, United Kingdom

Ombudsmen for the Solicitors and Complaints handling by customers, The Law Society had undergone changes where they brought in their ITIL based Service Desk function in-house. Pre Go Live – Worked towards bringing the Service Desk function in-house. Responsibilities were:• Reviewing current drafted procedures\processes regarding the above. • Ensuring procedures and processes were followed.• Preparation/configuration of Assyst, the Service Desk call logging tool. Post Live (1st July 2005) – Service Desk 2nd Line Support. The role was primarily supporting the Law Society users on all Incidents and Changes. Responsibilities after go live:• Managing and monitoring the logging of Incidents\Problems through to resolution. • Management of all calls (third party included). • Resolving all types of hardware, software and O.S. related issues on a daily basis.• Managing, mentoring and advising of Service Desk Analysts as necessary.

Birmingham, United Kingdom

Responsibilities included:• Providing 2nd Line PC Support for 12,000+ desktop and laptop users based at MG Rover Longbridge.• Problem managing and resolving all types of hardware (PCs, printers, laptops), software (Microsoft Windows 9x, NT4, 2000 and XP) and O.S. related issues on a daily basis.• Working with users, MG Rover I.T. Management and suppliers to provide technical solutions• Handling all desktop requests from the business, such as application package requests, application updates, O.S. updates. • Involved with the strategy, design and release of the XP Desktop image, to 12,000+ users.• Root Cause Analysis and Root Cause Elimination of wide scale issues affecting end users.• Providing tools and expertise to Tier 1 & 2 teams to reduce fix times and increase productivity.• Providing at-elbow support for VIP (MG-Rover Directors and CEOs) and Field based remote users.• Providing simple to follow processes & procedures for other teams to ensure consistency of work.

• Providing Tier 1 Support for 12,000+ end users, taking over 100 calls per day from all Rover sites, suppliers and support teams.• This involved carrying out Front Line Fixes, ie creating user accounts, changing passwords, print queue resets, mapping network drives, etc, etc.• Using Call Logging systems (Remedy and HP Service Desk) to raise/record faults/requests and issuing them to the appropriate fix groups.• As part of all three Customer Focused Teams (Manufacturing, Engineering and Office), involved in Business Critical issues, following Escalation Procedures, ie liaising with Customers and Senior Management, etc.• Training/Mentoring new Helpdesk Analysts.