Katie Richards Email and Phone Number

Volunteering at the M Shed with their Working ExhibitsAssisting with the running and maintenance of M Shed's historic working exhibits, including their steam trains, cranes and boats.

Working in a FTSE 100 company as part of a second line team, providing End User Support to around 2,000 colleagues working from our Bristol office and at home throughout the UK and overseas.• Proficiently managed end user devices using AD, AAD, and SCCM.• Prioritised and addressed incidents, requests, and user tickets on ServiceNow, minimising downtime and optimising user experience.• Managed SACM database, accurately assigning devices to users and updating stock information.• Efficiently onboarded new employees, coordinating OU moves and ensuring timely device shipment for seamless transitions.• Provided guidance and support to first line teams, escalating incidents and offering expert advice for quick resolutions and high service levels.• Supported AV team in facilitating meetings with the CEO, executives, and stakeholders for seamless communication and collaboration.• Supported the "Tech Bar" initiative, delivering first and second-line support to Bristol office users and promptly resolving technical issues.• Conducted equipment inspections and maintenance at our disaster recovery site, minimising downtime through necessary fixes.• Provided onsite support to our Warsaw office, serving as a reliable point of contact for issue resolution and enhanced productivity.

Delivering comprehensive technical support to a diverse community of 120 staff members and approximately 400 students. Addressing a wide range of first-line technical inquiries from users, while also providing expertise in second-line hardware and software issue resolutions.• Utilised local and cloud-based technologies like Active Directory, Group Policy, Hyper-V, Microsoft Intune, Exchange, and Office 365 Admin center to streamline operations and enhance productivity.• Led migration of end user data from local servers to OneDrive business accounts, ensuring optimal data retention and file versioning for efficient collaboration and information management.• Assisted in successful transition from Windows 7 to Windows 10, optimising system performance, security, and compatibility while minimising disruptions.• Deployed and administered Microsoft Teams for remote teaching and learning, fostering seamless communication and collaboration, and vital to the success of remote teaching during COVID lockdowns.• Monitored Microsoft Defender 365 to proactively identify and neutralise potential threats, ensuring high-level data security.• Managed over 200 iOS and Windows devices through Apple School Manager and Microsoft Endpoint Manager, ensuring functionality, security, and user experience.• Implemented strict security protocols for key card access and effectively utilised advanced CCTV systems for comprehensive surveillance, enhancing safety and security.

Employed at a community-based computer sales and repair establishment, providing comprehensive technical support to a diverse clientele of home and business users. Offering expert assistance both in-person and remotely, ensuring seamless resolution of a wide range of technical issues.• Diagnosing, and repairing desktop systems, laptops, tablets, and mobile phones for optimal functionality and customer satisfaction.• Provided personalised hardware and software support, offering tailored tuition to empower individuals with technology skills.• Offered informed advice on IT infrastructure, software solutions, and Wi-Fi setups to maximise productivity.• Conducted on-site visits to deliver and install computer systems, diagnose faults, and provide IT best practices.• Assembled and marketed top-of-the-line computer systems, printers, hardware, software, and peripherals.• Managed business operations including invoicing, stock management, and inventory using Sage Accounts for streamlined processes.