In my role as Global Infrastructure Analyst, I am responsible for the technical implementation of our O365 environments, supporting the regional teams across 27 markets in their migration to a single global tenant. In this role I am expected to set global standards for the business. As the SME I am responsible for the following systems O365, Proofpoint Mail filtering PingFederate SSO / 2FA Azure and AWS tenants. Whilst managing the BAU responsibilities I am the SME on a number of global projects to support the centralization of our IT estate, this means engaging with several 3rd parties to achieve our strategic roadmap, encompassing a number of integration projects.

Providing technical IT support for both Head Office and Dealership users. Providing a Customer First emphasis to assist the dealerships in delivering an outstanding customer experience.

ISOFT is a leading international provider of software solutions for the healthcare sector.Employed as a Support Consultant within a team of 7 providing 7.30am – 6.00pm remote technical support to end user clients within primary healthcare sector. This involved providing a Timely provision of 1st line IT support to up to 1000 UK-wide customers. Regularly handling up to 120 calls per day, troubleshooting and resolving a variety of software operational issues, guiding client into self resolution, consistently achieving 70% 1st time resolution within 20 minute SLA.The role also required provision of 2nd line IT support, handling escalated calls that require remote dial-in and running of SQL to establish & analyse root cause of fault. As well as utilising fix successes to create updated training documentation & user guides on a daily basis, circulating to colleagues.

Employed as an Implementation Team Member within a team of 3 providing software installation & support both on-site and remote. The main role was to establish client user needs, before installing bespoke software onto Windows XP/2000/95 platforms, ensuring installation was tailored to client/customer needs. This involved the installation & upgrading of 3rd party software to enable uploading of property data into web based applications as well as providing additional ad-hoc support to address any user teething issues during installation and initial use of software.