Hannah Prude Email & Phone Number

City Of Bristol, England, United Kingdom

City Of Bristol, England, United Kingdom

• Providing managerial support, guidance and mentorship as a team lead. I line manage 3 First Line Service Desk Analysts whilst providing additional support to the wider Service Desk team. My key responsibilities are.
• Working as a 2nd line analyst providing technical escalation support to our 1st line service desk team - dealing… Show more
• Working as a 2nd line analyst providing technical escalation support to our 1st line service desk team - dealing with high ticket levels and difficult technical problems on a daily basis.
• Handling 2nd line technical escalations in the following applications and systems: Active Directory, Exchange Online, Office 365, SharePoint, Interwoven, Mitel, NuPoint, Mimecast, Palo Alto, Solcase, Connect, Practice.
• Working closely with the Head of IT Operations to ensure the Service Desk is achieving high standards of service delivery and working with the team, supporting them with personal KPIs, as well as team targets
• Working alongside project managers on IT Projects that focus on the implementation and improvement of services and software that provide enhanced service delivery and an improved working environment for not just the IT.

Bristol

• Supporting employees and partners by taking inbound and outbound calls to assist with a large range of business needs and incidents – ensuring calls are delivered to a standard and are either resolved on-call within a.
• Supporting with PC builds and hardware installation including PCs, tablets and mobile phones
• Maintaining… Show more
• Maintaining open communication with the team to improve knowledge and to ensure everyone is working together and following procedure – this includes offering training and mentoring new service desk analysts to ensure.
• Doing my own research and updating the knowledgebase with new troubleshooting methods and solutions – I then promote the use of new knowledgebase entries within the team
• Help support and maintain IT systems and on-boarding and off-boarding processes – developing skills in Powershell and currently undertaking a course in Azure Fundamentals to execute administrative tasks more.

Keynsham, United Kingdom

• Providing predominantly remote support to around 900 practices located in the UK - service management focused
• Remote assistance provided using GoToAssist software: typical problems include networking issues and troubleshooting, printer/fax errors and installation (typically HP, Brother and Zebra) and Office 365 administration
• Having to troubleshoot and understand when an issue needs to be escalated to 2nd/3rd line or our Infrastructure department
• Phone-based and… Show more
• Phone-based and customer-service led role but also required to provide internal and external support to IVC staff
• Issues typically raised via phone or using the Zendesk ticketing system

Bristol, United Kingdom

• Internal support role in a team of 4 including the IT Director providing internal and remote software and systems support to a company of 200+ employees
• Operating systems that were supported included Apple OS, Windows 7/10 and Linux
• Main duties included the following:
• New starter and leaver processes involving Okta, Active Directory and Office 365 Administration.
• Procurement and management of software licensing for applications such as Adobe, Microsoft… Show more
• Procurement and management of software licensing for applications such as Adobe, Microsoft, Jetbrains

Branksome, Poole, United Kingdom

• Providing on-site IT support for the company of 200+ users, either through our Freshdesk ticketing system or face-to-face.
• Working as on-side support with other members of IT on various projects ranging from software roll-outs to physical office migration.
• Supporting various servers and clients (including Windows Server 2012 and Windows Server 2016), working closely with Active Directory –with a key focus on user administration and group policy management.
• Managing the… Show more
• Managing the deployment, networking and maintenance of desktop PCs, laptops, Cisco phones and network switches, as well as other peripheral devices including laser-jet printers, scanners and photocopiers.
• Working closely with VoIP and PBX phone systems, monitoring and updating active extensions, phone lines, users and call centers

Bachelor’S Degree, Integrated Wildlife Conservation, 2.1

Activities and Societies: Vice-President of the Film Society, Marine Conservation Society Volunteer During my studies I was able to take.

Level 3 Extended Diploma, Animal Management, Merit

Activities and Societies: Animal Care Assistant, Student Representative

Gcses, A* - C

English, English Literature, Mathematics, Biology, Chemistry, Physics, I.T., Religious Studies, Catering, Music, History