Currently using ServiceNow as ITIL user to manage end-user change requests and incidents within SLA, reporting resolution details, asset registration and deployment as well as performing hardware installation and configuration with best agile practices according to company’s procedures. Completed ServiceNow Fundamental course and obtained the ServiceNow System Admin Certification (CSA).I am a dependable team player who loves to tackle real world problems with agility and… Show more Currently using ServiceNow as ITIL user to manage end-user change requests and incidents within SLA, reporting resolution details, asset registration and deployment as well as performing hardware installation and configuration with best agile practices according to company’s procedures. Completed ServiceNow Fundamental course and obtained the ServiceNow System Admin Certification (CSA).I am a dependable team player who loves to tackle real world problems with agility and collaboratively tackle the problem through the eyes of the team for best service delivery and customer satisfaction.Experienced Information Technology Support Analyst with a demonstrated history of working in the biotechnology industry providing AV support, liaising with external engineers to repair hardware devices and managing stock inventory to name a few. Show less

• Single-handedly carried out data verification on Physics and Mathematics questions and answers for software practice.• Collated web traffic with Microsoft analytics and drafted weekly reports for shareholders. • Utilized tawk.to chatbot to respond to customer enquiries and generated tickets for every logged call.• Log every user call fully, correctly and accurately within the call Management software, questioning the user effectively for all relevant detail• Monitor and… Show more • Single-handedly carried out data verification on Physics and Mathematics questions and answers for software practice.• Collated web traffic with Microsoft analytics and drafted weekly reports for shareholders. • Utilized tawk.to chatbot to respond to customer enquiries and generated tickets for every logged call.• Log every user call fully, correctly and accurately within the call Management software, questioning the user effectively for all relevant detail• Monitor and escalate all calls logged according to agreed service levels• Provide progress updates and explanations on call resolutions in clear either verbally, or in writing within the Call Management software.• Provide 1st line network support investing LAN and Ethernet issues.• Collaboratively generated £8,000 in revenue by marketing examination software for practice.• Awarded the best intern for the excellent initiative, punctuality, and leadership skills within the graduate program. Show less