• Identify critical incidents and resolved these within the required SLAs• Endured that system were operating at maximum efficiency by responding to system alert to fix or escalate where necessary• Document troubleshooting procedures, best practices and system configurations to facilitate knowledge sharing and support continuous initiatives • Monitoring RabbitMQ message broker to publish and consume messages between different microservices• Use SQL profiling tools for database monitoring to identify bottlenecks and improve database performance.• Involved in using PowerShell scripts and automation jobs to streamline operations and perform system administration tasks.

• Logging, categorising, and prioritising global incidents• Performing routine tasks through Linux and VMS command line systems• Carry out routine system operations on critical core services, including monitoring batch processes and responding to alerts, escalating as necessary• Build and maintain good working relationships with all teams across the organisation• Ensure that all procedures and documentation are kept current, and that any amendments are communicated to the team• Ensure that all work carried out by the Global Service Centre adheres to internal and external audit requirements, business regulations, and service level agreements

• Providing technical support for all internal staff, including installations, upgrades, computing problem resolution, diagnosis, recovery, and project implementation.• System Super User for Access RCRM, SharePoint and other third parity apps.• User administration (create and delete user, apply access permissions, policies, and licences) in(Access workspace), Active Directory knowledge and Microsoft Office 365, Creating user accounts, reset passwords, create groups, the Asset Management Register.• Provide 1st /2nd systems application-level phone/email and face to face support to users and 3rd line support in relation to network, voice, database and hardware maintenance.• Experience in Working with Microsoft Office 365 Packages including Azure, In Tune and SharePoint• Responsible for documenting processes and steps taken to resolve and close incidents.• Experience in IT / Application Support with basic knowledge of ITIL• Liaising directly with third party suppliers to resolve issues and provide quality technical support solutions.• IT Asset Management, software release and hardware supplies.• Delivering IT inductions and training for the wider business in relation to data protection and system security processes.• Receiving and logging requests from the support desk and end users - monitoring the progress of requests and escalating as required.• Provide support to the new starter and setting up the systems for them.• Assisting and supporting the overall team in the delivery of projects.

• Providing technical support for all internal staff, including installations, upgrades, computing problem resolution, diagnosis, recovery, and project implementation.• System Super User for Access RCRM, SharePoint and other third parity apps.• User administration (create and delete user, apply access permissions, policies, and licences) in(Access workspace), Active Directory knowledge and Microsoft Office 365, Creating user accounts, reset passwords, create groups, the Asset Management Register.• Provide 1st /2nd systems application-level phone/email and face to face support to users and 3rd line support in relation to network, voice, database and hardware maintenance.• Experience in Working with Microsoft Office 365 Packages including Azure, In Tune and SharePoint• Responsible for documenting processes and steps taken to resolve and close incidents.• Experience in IT / Application Support with basic knowledge of ITIL• Liaising directly with third party suppliers to resolve issues and provide quality technical support solutions.• IT Asset Management, software release and hardware supplies.• Delivering IT inductions and training for the wider business in relation to data protection and system security processes.• Receiving and logging requests from the support desk and end users - monitoring the progress of requests and escalating as required.• Provide support to the new starter and setting up the systems for them.• Assisting and supporting the overall team in the delivery of projects.

• Carries out data privacy audits and supports the Internal Audit function in their auditing activities focusing on data privacy.• Establishing and maintaining effective relationships with front office staff and The Compliance Team.• Participates in the incident recovery planning, investigations and reporting of data breaches.• Assist Privacy Managers with data privacy incident investigation and response to activities.• Supports the management of inquiry requests and also with care plan.• Provide data privacy training to staff and management.• Support the Businesses by providing high quality and timely advice and guidance on internal and external privacy obligations.• Manages regular review of company data privacy policies and procedures and recommends improvements.• Provides support performing data inventories and maps.• Assist in conducting privacy impact and risk assessments.• maintains and revises processes for the general operations of the Data Privacy Office and its related activities.

• Participates as a member of the IT management team in planning, problem resolution, and reviewing department performance.• Participates in the documentation and implementation of policies and standard operating procedures consistent and to ensure effective operation of an organization.• Provides technical leadership on a variety of highly specialized project-related activities requiring expertise in specific technical areas for core information technology systems and services.• Coordinates the implementation the new IT projects, ensuring to established project management principles and best management practices.• Working with the IT Support team in the implementation of SharePoint • Generate contracts of employment for all New Hires.• Prepare and send New Hire Welcome Letters.• Prepare New Hire Welcome Packs and ensure they are available for induction• Generate contracts of employment for all New Hires.• Track the return of signed contracts of employment.• Ensure that references have been obtained by either recruitment agencies or the appropriate HR team member and report on any deficiencies, including providing the agencies with a list of any outstanding references.• Ensure that new hires have provided evidence of their immigration status and that where required this is checked annually.• Filing, including making up employee files and the filing of all HR paperwork.• To ensure that paperwork related to payroll changes (new hires, reviews, promotions etc) is collated and sent to payroll within the monthly timescales.• To support the HR department in the generation of the Monthly HR Report including generating reports on absence, training.

• 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as phones, Laptops, PCs and Printers• Providing 1st line technical support to customers – taking enquiries by phone and email from client/staff regarding IT issues and queries• Dealing with problems for hardware, such as servers, computers and printers, and software programs, such as Microsoft Office• Basic Active Directory knowledge and Office 360. Creating user accounts, reset passwords, create groups etc.• Remotely accessing hardware or software for clients to make changes and fix problems• Asking questions about the problem and explaining possible solutions• Dealing with common or basic technical issues such as resetting passwords• Using automated diagnostic programs to solve network problems• Using helpdesk software to log calls with descriptions of issues, progress and solutions• Arranging for a technician to visit the customer if a problem can’t be solved over the phone or by email.• Research questions using available information resources• To maintain a high degree of customer service for all support queries and adhere to all service management principles• Escalate unresolved calls to the infrastructure support team• Log all calls in the Service Desk Call Logging system (SCSM)• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner• To maintain a high degree of customer service for all support queries and adhere to all service management principles

Working within the project parameters to retrieve, weed and re-file all archived records identified as requiring a review in line with the new GDPR legislation. This includes a reconciliation of the electronic record inventories and accurately updating the offsite storage and Central Services electronic databases.• Review, cross reference and update data held by the Forestry Commission and the offsite storage provider to ensure that the archive inventories are complete and accurate in line with GDPR legislation.• Conducting Data Protection Impact Assessments (DPI’s).• Ensuring privacy by design at all levels.• Addressing all queries from data subjects within the legal timeframe.• Effectively managing the day-to-day operations in the HR office and ensuring that all necessary paperwork is completed and recorded in Excel.• Monitoring project progress and address potential issues through coordinated record logs updates.• Coordinating quality controls to ensure deliverables meet requirements. • Supporting the Project Manager by providing quality MI data which measures and reports on project performance. • Creating a log of all project records and updating as required. • Coordinating and manage meeting schedule ensuring most efficient use of resources. • Maintaining an awareness of the project deliverables, deadlines and objectives related to the successful delivery of the project. • Carrying out any other duties assigned by the Project Manager in connection with project operational requirements. • Taking ownership of project documentation including taking minutes, setting up meetings, action tracking, engaging with stakeholders, preparing status updates and packs for senior management.• Diary management for Management Team.

Worked with one of the world’s leading banks in a Business Customer Service, helping to develop my sales, marketing and interpersonal skills to a high level. This opportunity gave me a well-rounded experience of how IT administrative systems are used in professional environments and allowed me to develop strong customer management skills. Client Management; • Dealing with some of Lloyds most valued business customers required an insight into business needs, customer requirements and process management. Success in this role required relationship building, real-time problem solving and excellent process management. • In any technical sales role, communication and empathy are key skills. • Daily direct communication with customers, handling all types of satisfied and unsatisfied clients has improved my interpersonal skills and given me an insight into how sales and marketing can be more effective. Sales & Marketing; • Understanding and executing all aspects of sales process and campaign management with customer service experience. This role required a combination of a high degree of technical understanding with the need to take personal responsibility for meeting targets and managing a complex sales process.