ITSM - Service Desk ManagementAct as the first point of escalation for all customer incident requests and problem ticket issues. Provide input to the Service Desk toolset to ensure it meets the requirement of the business. Manage, monitor and report on the services and service levels required to support and deliver the Service Desk environment. Working in an IT Managed Services environment, empathise with IT Service Desk customers and respond sensitively to their requests, problems and complaints. Assisting with trouble-shooting with a broad range of technical knowledge. Working with team of IT Engineers within an ITIL environment. Managing the day-to-day service desk environment to ensure that the Governance, procedures, process and working practices are followed. Ensuring continuous service improvement is embedded in the culture and working practices of the Service Desk. Ensure relevant Service Level Agreements (SLAs) are in place, managed, monitored and reported on and communicated to customers.Ensure major incident response procedures have been identified, documented and maintained and that Service Desk staff have been made aware.Service Desk Skills: Escalation · KPI Reporting · Incident Management · Service Delivery Management Communication · Service Desk Management · Key Performance Indicators.

Police Staff Investigator (PSI)*PSI *Crime Investigator *Crime Prevention Specialist/Advisor *Grievance Assessor *Safeguarding and Child Protection Specialist Op Venice is a Pan-London OCU, tackling open space violence and targeting High Harm Offenders across the city. Dedicated to combatting violence across London by using short and long term tactics to reduce violence offences and disrupt those committing them. Conduct a planned investigation in line with the requirements of legislation and policy and provide care, support and advice to those victims affected by it.

Civil Service, Investigation, Safeguarding, Child ProtectionI have been working as Initial Investigating Officer (IIO). Gathering intelligent, undertaking an initial investigation of crime and missing persons, to include the taking of victim statements for crime reports, in accordance with MPS Standard Operating Procedures (SOP). I have trained and assisted Officers in their tasks. I have been communicating and working with various teams from SLT, Police Officers, Safeguarding, CID, SNT, Forensic to Staff, LDSS and the Property Team to deliver an affective day to day running of the Public Service and Provided Professional Caring Customer Service to Members of Public. I have created many different type of crime reports, Welfare Reports for Vulnerable for victims from different backgrounds. Working as part of a team, I have offered support and guidance to colleagues, Police Officers and staff. Dealing with operational issues and making decisions which could have profound effects on the MOP within the framework of corporate and local Standard Operating Procedures (SOP). Detecting and risk management to MOP, Colleagues and the MPS. Daily face to face interaction with members of the public, Police officers, Senior Officers and MPS staff, other authority, external agencies, social services, housing and banks. Responding to all enquiries received ensuring the provision of a non-discriminatory service that identifies the needs and vulnerabilities of the individual and addresses these effectively. Addressing enquiries including those unrelated to policing matters and making every reasonable attempt to adequately address the issue raised. Supporting victims of crime and removing the need for the intervention of warranted staff whenever possible. Supporting Officers, staff with applications, CRIS, Merlin, CAD and Crimint and procedures to a professional standard. Supporting local meetings, surgeries and other community engagement activity and communications.

Police Constable, IIO, Crime Prevention Specialist and Coordinator/ Trainer working on various operational projects including investigation. Helped to make London Safe place to live, assisted to Protect People and their Property. I carried out investigations to find out what crime has taken place and coordinate appropriate action to bring the criminals to justice while going extra mile to provide help and support for the victim particularly if its found to be vulnerable person.I have provided technical training, teaching and supports within Police for adult as well as for the Cadets. As coordinator I had to create shifts and encourage other officers to join me for Burglary Prevention Projects. So I had to plan from start to end task which needed an accurate organisation and professional communication skills. For that I built warm relationship with everyone to obtain optimum result. I have communicated both with regular police officers to higher rank management and members of public. This helped me to advance my communication skills (written, listening, verbal). I have managed to work under pressure and effectively run a team.

I worked as Boarding Manager during the week and Senior Manager at weekend looking after the college and students. As Safeguarding Deputy Leader I was responsible for children safeguarding and wellbeing, carried out risk assessments on accommodation, security, food and their activities and school environment and staff. I had direct contact with students and I had chance to assess their well-being and if there was any issues I had been trained at (Level3) of DSL (Designated Safeguarding Lead) to deal with it according to government legislations and Ofsted National Minimum Standards, ISI inspection and other quality framework relating to the care of others. I also managed staff and the entire college during weekend. • Staff Management and Skills Development • Safeguarding- (Child Protection), Deputy Leader • Policy Management/Audit/Update • Staff advice/training • Student Behaviour and Wellbeing • Student Services Manager / Adviser• Immigration checks, visa extensions • Quality of Provision• Health & Safety and Compliance• Working with Senior Management • Working with other departments • General Administration• Providing advice on employment, Job hunting• Providing advice on Immigration tie 2, 4 and 5• Security Manager - Weekend

Supervised Policy Compliance, Customer Service and provided advice, training and update to staff on procedures, policies and safeguarding. I had to organise, plan and run our daily organisational programmes individually and sometimes within a team and most of the time on my own. Provided advice on various issues including Further Education, employment, CV & career advice, health & social care advice, transport and travel, discrimination, Domestic Violence Human Rights, consumer rights, disability, debt, immigration, IND, family settlement, family reunion, Health and Safety, housing issues and other legal matters. Provided advice to people particularly the Vulnerable, Homeless, Refugees, Foreign (home) Students on various issues that they face. Part of my role was to prevent children at risk of becoming NEET from disengaging from their studies by assessing, planning and working with relevant external services both statutory and non-statutory. To act as a safeguarding deputy for vulnerable 16/17, liaising with local authority Children’s Services and where there are safeguarding concerns completing CAF assessments. In cases where a family have limited English or are vulnerable and in need of additional support to employ discretion to consider accompanying them to external appointments. To develop partnerships and liaise with other agencies including; Law Centre, Voice, ‘Just for Kids Law’, Coram Legal Advice Centre, LASA and CPAG. To signpost and refer homeless young person to New Horizon, Alone in London, Night stop and local authority supported accommodation projects. To advocate on behalf of families with external agencies where there is clear evidence that incorrect welfare rights advice has placed the student at risk of becoming NEET.

Cisco, Support, GPS On Site Administrator for EMEA - (Europe, Middle East and Africa)IT, Technical Support Leader for EMEA, (Europe, Middle East and Africa). • Customer Service Help desk • IT support Desk • Obtain configuration reports for site devices as requested by HP. • Assist customer in the use of HP Devices.• Coordination with HP regarding Fleet Device Service calls for break/fix support for repairs and maintenance.• Report any occurrences of customer dissatisfaction to the HP Contract Services Manager.• Receive and work cases to completion using Customer’s Case Management Tool that are put in HP’s assignment groups. • Coverage Hols/sick - backfilled service. • Daily use of Device Management Remote, Service Request Management, HP Web Jet Admin, Cisco Enterprise Print System (CEPS), BMC remedy Mid-Tier and Remedy AR System• Information Technology Remote monitoring of devices around the EMEA.• Replace supplies as needed at each Fleet Device and ensure that adequate supplies are available at the Customer Site. Other administration work, answering calls, e-mails and telephony system queries.

Providing First and Second Line support for over thousand clients. As a Team Leader, managed Group of Engineers.First point of contact on Service Desk and customer service by providing First Line support that required a good understanding of technical / IT systems. Provided onsite supports. Build and repair PCs, configure and connect to network. Embarked on multi-projects to move very complex work stations with 6 to 8 monitors which involves decommissioning and commissioning the Units and making sure that all connected to network according to the plans and the systems were up and running. Configuration, and testing the system Units, to have them ready for the clients on time.

Helped and advised on all kind of enquires. Assisted with application forms, written/spoken on behalf of applicant to the Home Office, Local Authorities, College and University, Social Services, General Practitioners, Mental Health Team and Hospitals in relation to their enquiries. Provided information, advice and assistance to clients with job hunting, interviews, CV writing. Provided help with form filling, on line applications, appeals and assisted with telephone calls. Answered/responded to enquiries from clients. Acted and spoke on behalf of clients and students to Home Office and local authorities.Being in charge of case, I had to deal with all sort of issues that concerned the customers, those who were particularly vulnerable adults or vulnerable young people with learning disabilities or person with a mental health issues. Met and communicated with clients and helped them at every stage of their enquiries and had constant communications with external bodies in an effective manner and finally coordinated and drafted a report to manager.