Responsible for day to day technical support providing assistance and coaching to internal IT analysts.• Key contributor to the standardised IT ticket logging process across 3 departments. Ticket quality was raised from a baseline pass mark of 70% to current level of 91%.• Acted as Service desk representative to improve call handling for high priority issues in Virgin Media Retail Stores. Improved the amount of third party tickets that meet SLA. Received internal recognition award for my personal project contribution.• Significant contributor to the successful redesign of internal web-based ticket logging system, consolidating hundreds of call details and providing an improved interface for internal customers.• Tasked with the training of third party company CRE on the use of BMC remedy ticket logging application. Led training sessions and provided ad-hoc support when required. • Served on Continuous Improvement “shift left” group. Introduced solution for checking locked user accounts to prevent numerous extra tickets being logged and allowing issues to be resolved via phone.• Assisted in the clarification and improvement of support processes between Virgin Media retail stores and Service Desk .Documented and championed new processes with analysts.• Contributor to the service desk winning the “Best Large Service Desk” award in the Service Desk Institute awards of 2013.

Service Desk Analyst /Acting Lead Analyst Service desk analyst supporting 20,000 users across multiple applications and business functions. • Commenced as a short term contractor with limited service desk experience – after a month of starting was offered a permanent contract.• Regularly exceeded First time fix target of 80% and NPS target of 90%.• Assisted with the introduction of new Chat tool to Service desk and created new processes for its use. • Promoted to acting lead analyst in 2008.• Contributor to insourcing of Virgin Mobile Helpdesk from Atos Origin - had to gather relevant information on systems and processes to allow effective support.• Regarded as SME for Virgin Mobile issues and represented the service desk at relevant meetings

I was a contractor in the E-commerce Department of Littlewoods Home Shopping Group.• Prepared text and images for products to be put on Littlewoods` websites. • Used Photoshop and an Oracle front-end system on Apple Mac (OS 9 and 10).• Quality checked items before they went live on the site.

• I provided admin support for the project team of the New Headquarters of the Health and Safety Executive• Involved in the movement of 1500 staff, dealt with enquiries from all levels, working to tight deadlines as required for phased moves.• Arranged meetings, booking equipment & rooms.• Creation/maintenance of documents, spreadsheets and presentations in Microsoft Office - also maintained existing databases and gathered and collated relevant information •General Clerical Officer processing foreign money transfers for a large high street bank, which required good keyboard skills .I also gained experience in office admin and document management.

• Responsible for a number of roles at www.blueunplugged.com , a small specialist Bluetooth retail website, these included:• Technical/Sales support – Gave expert phone and email support on all products we sold.• Website manager – Responsible for maintenance of product information on the site,selected new products, wrote guides and news items. • Represented the company internationally at specialist industry conventions in Amsterdam and San Francisco •Assisted in the development of applications for cutting edge technologies.

I worked on the specialities/games counter over the very busy Christmas period. Enjoyed using my games knowledge in the fast paced environment of the shop floor.

• I was the sole electronics engineer in small company (15 employees). Main responsibilities:• Modification of existing products as per customer requirements • Supervising production/testing and fault finding of products we sold • Maintaining design/project and manufacturing documentation of various products.