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 monitoring service delivery and workload management, as well as strategizing and implementing new methods for the team to utilize to help improve in both areas.• Working as a 2nd line analyst providing technical escalation support to our 1st line service desk team - dealing… Show more • 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 monitoring service delivery and workload management, as well as strategizing and implementing new methods for the team to utilize to help improve in both areas.• 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 Manager, Big Hand, Microsoft Teams, Zoom, Amazon Workspaces, VMWare, Mobile Iron, Intapp, UniFlow and K2 Workspace and administration• 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 department but the company as a whole Show less

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 timely manner or escalated whilst following the appropriate escalation procedures to ensure all incidents are resolved to meet team KPI targets and SLAs• Supporting with PC builds and hardware installation including PCs, tablets and mobile phones• Maintaining… Show more • 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 timely manner or escalated whilst following the appropriate escalation procedures to ensure all incidents are resolved to meet team KPI targets and SLAs• Supporting with PC builds and hardware installation including PCs, tablets and mobile phones• 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 they feel supported and prepared• 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 effectively in Azure, Active Directory, Exchange and other systems• Proficient in deploying and supporting the following systems and software: Interwoven, SOS Connect, Practice Manager, Solcase, Envision, K2, Planview PPM Pro, Bighand, Mitel, NuPoint, Redbox, Mobile Iron, Exchange Online, Azure Show less

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 • 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 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• Internal/external issues raised by staff usually involve: new starter and leaver processing, changes to Active Directory and Group Policy for shared network folder access, remote access and VPN access using WatchGuard and Office 365 administration for the creation and management of Office 365 groups, distribution lists and mailboxes Show less

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 • 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, Jetbrains• Purchasing, setup and allocation of PCs and peripherals • Liaising with ReStore and manually handling server backups• Printer and scanner installation and troubleshooting• Monitoring and administration of email filtering using Mimecast• Exposure to AWS to generate reporting on costs, storage, compute charges and trends• Creating, supporting and sharing IT documentation on processes, purchasing and known common technical issues and solutions using Cognidox and Atlassian Confluence• Providing desk-side support for internal users for any potential technical problems that would include hardware and software procurement, repair or installation Show less

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 • 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 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• Managing our Office 365 Admin centre – focusing mainly on the Exchange centre (outlook, mailboxes, mail flow rules etc), SharePoint Online and User and Mailbox Administration Show less

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