Boeing Defence - In the last year and a half I have moved into Service Operations in Boeing where I have undertaken Incident management managing of High priority incidents,safety and security. I have now moved into Problem management finding the root cause and solutions to incidents and following the change processes for fixes to be carried out.Boeing Defence - service desk for 10 months ITOC - position for two years and decided to come back to work after a year maternity leave and continue in previous position of service desk analyst to ensure a work and home life balance.Dedicated to hitting targets set by the organisation on an individual and team basis. Use of Hp service manager,citrix and active directory. Communication with customers through reactive calls and emails. Taking responsibility for training new starters ensuring behaviours of the Boeing. Active directory user.Customer service is a key to this role to ensure the correct information is gathered from the user so that requests can be processed to deliver the right support in a timely fashioned.I completed a senior service desk secondment for 10 months. I helped support our service desk team across sites providing experienced knowledge and running major escalations. I Was able to use previous management experience and learnt first hand the many roles of a senior and what it entails. Volkswagen financial services - Escalation Helpdesk analyst - senior role driving performance management and training responsible for call escalations to ensure priority 1 issues were dealt with quickly as possible to prevent a big impact on the users involved. GE Intelligent Platforms -I.T Helpdesk Engineer managing the infrastructure of 4 UK sites whilst also aiding support of sites in Germany. Working in a team of two from completely simple password resets to building and setting up servers.Wincanton - Service desk. Using Citrix,AD,Remedy and Lotus notes/Domino administation. Developed I.T technical knowledge with a service environment. Trained all new starters and involved with senior tasks i.e. daily briefings.Pc World - Retail management environment customer services to Sales and business manager managing teams up to 80 people. Responsibility for coaching and recruitment and Learning and Development.ITIL Qualified completed July 2013