Responsible for the onboarding of IT services and new managed service customers. Proactively reviewing each Transition to ensure the onboarding process is optimised and Transition governance is adhere to. Recording the procedure, needs and responsibilities of each team involved for the successful transition. Contributing ideas to improve the quality and delivery of implementation. Highlighting and escalating to key internal stakeholders any risks that could impact service perception or customer satisfaction.• Documentation: Prepare and maintain project documentation, including plans, reports, and updates.• Problem-Solving: Address and resolve project issues promptly to minimize impact on progress.• Resource Allocation: Allocate resources effectively, including personnel, budget, and technology.• Schedule Management: Develop and manage project timelines, ensuring milestones are met.• Quality Assurance: Implement quality control processes to ensure deliverables meet agreed-upon standards.• Client Communication: Maintain open communication with clients and stakeholders, providing updates and adapting project scope as needed.• Budget Oversight: Estimate costs, establish budgets, and track spending to ensure financial efficiency.• Risk Management: Identify potential risks, analyse their impact, and develop mitigation strategies.• Team Coordination: Assemble and lead project teams, assign tasks, and promote collaboration.• Project Planning: Define project scope, goals, and deliverables.

Responsibilities include: supporting the businesses 180 users, plus all the dealers for Hyundai UK in a proactive and reactive way to suit their needs. Day to day my role includes anything from complete setup on users accounts/hardware, shared drive/email/. IT has also heavily been involved with DR for the recent COVID-19, where systems build 40 laptops ready for the office to be closed down. Recently I have been involved in automating processes through scripting in powershell and build imagines through Veeam.Overview of skills used/learned.• Remote Assistance• Veeam• Project lead for Windows 10 Upgrade• Active Directory• Software Installations• Disaster Recovery• Network Configuration and Troubleshooting• Exchange• SpiceWorks• Virtual Machines• Printer Break/Fixes• Upgrading Servers• VNC• Microsoft Office

Responsibilities include: supporting the businesses 600 users in a proactive and reactive way to suit their needs. Day to day my role includes anything from complete setup on users accounts/hardware, shared drive/email/SharePoint access/creation. IT has also heavily been involved with the site move were we have merged three companies into one. We had to put our disaster recovery plan in place as we lost power to the head office and now team leading to support my development and gain a NVQ in Team Leading. Overview of skills used/learned.• Remote Assistance• SCCM• Microsoft OS XP- Windows 10• Active Directory• Software Installations• Disaster Recovery • Network Configuration and Troubleshooting• Escalating Incidents• Exchange• Service Manager• Virtual Machines• Printer Break/Fixes• OneLan• VMWare• Microsoft Office 2003 – Office 365• iPhone and iPad build• Patching

Responsibilities include: taking inbound calls, emails and requests from staff at Wexham Park Trusts 6,000 users - on average I take 50 calls per day, action 80 incidents/requests daily. I have experience with desktop moves, machine re-builds and workstation evaluations, user account creation. I am responsible for service desk admin and have in my two months managed to reduce the Service Desk queue from 170 to a manageable 30.Overview of skills used/learned.• Remote Assistance/ SMS• Microsoft Office• Microsoft OS XP- Windows 7• Active Directory• Software Installations• Setting permissions for user groups and files• Network Configuration and Troubleshooting• Escalating Incidents• Exchange• Support Works• McAfee• Request Fulfillment• Sharedrive• Account Creations• Desktop Moves

Responsibilities include: taking inbound calls and emails from Computacenter’s 15,000 users -achieving a 90% call quality across an average of 60 calls per day, whilst my FCR rate of 65% exceeds the departmental target of 44%. Experience with several contracts has allowed me update and follow up incidents within SLA, handle departmental incidents and oversee queue management. The acquisition of a new contract with RWE Npower enabled me to conduct site visits for the purpose of fact finding and managing business take over for ComputaCenter. Overview of skills used/learned.• Remote Assistance• Microsoft Office• Microsoft OS XP- Windows 7• Active Directory• Software Installations• Setting permissions for user groups and files • Network Configuration and Troubleshooting• Escalating Incidents• Lotus Notes • Remedy• Working in a fast pace environment that is constantly evolving

Responsibilities include: staff management, including consistent training of new and existing staff, establishing and maintaining staff rotas and implementing constructive development plans. Ensuring the restaurant could function on a day to day basis by controlling stock levels, discussing contracts with suppliers and delivering high quality food to time. Managing the restaurant’s finances and payroll, all of which contributed to long working hours with intense pressure, but enormous rewards and self-satisfaction. Overview of skills used/learned.• Creating a new business • Providing exceptional customer service, for which we received a customer satisfaction award • Good communication • Organisation and Team working skills• Prioritisation skills• Staff PDP’s

Responsibilities include: taking inbound calls from users of Barclays various IT systems when experiencing difficulties. Updating and chasing incidents reported to the department in order to ensure incidents were closed and satisfied the needs of users. Changing and updating the frame for new users and communication lines. Contributing to the overall cohesiveness and productivity of the team by training new staff and creating service documentation.Overview of skills used/learned.• Installation of new communication lines.• Microsoft Office• Microsoft Windows XP• Communication skills• People skills• Analysis of user/system errors