Kyle Lawrence Email & Phone Number

Milton Keynes, Gb

Milton Keynes, United Kingdom

I currently work as a Proactive Engineer at Computacenter working on improving Digital Employee Experience (DEX) for a wide range of different customers.In this role I look to find proactive opportunities for resolver teams to target and help customers build solutions to be more efficient through the use of automations and scripts.I use both Nexthink and SysTrack to achieve this along with Microsoft PowerBI for data analysis and reporting. Key aspects of this role include:- Improving the mean time to resolution through the use of Analytic tools.- Help customers shift from a Reactive IT Support model to a Proactive model.- Implement scripts to automate IT fixes.- Implement dashboards for trending and analysis.

Milton Keynes, United Kingdom

Senior Data Analyst for our Business Intelligence department.The primary focus of this role is to:- Define KPI and SLA metrics (PRS)- Define standards and then centralize group reporting- Automation of existing manual reporting tasks- Assist with the migration of data sources into a central data warehouse- Re-create reporting methods using Big Data and Analytical tool set.The new reporting method will be designed and built to enhance the productivity and efficiency of the business by using a variety of interactive graphs, charts and tables.- Splunk Enterprise- Splunk Cloud- Talbeau Desktop- Tableau Server- Microsoft Power BI- Pyramid BI Office

Milton Keynes, United Kingdom

Secondment to the Tooling Solutions team to work with Big Data and Analytic Systems in order to see if there is a use case and need for these types products within the business. Focus on driving a more efficient and proactive service and improved reporting capabilities.This involved creating search queries and visualizing data to build a variety of different dashboard, wallboards and reports from numerous different data sources.- Splunk Enterprise- Splunk Cloud- Talbeau Desktop- Tableau Server

Milton Keynes, United Kingdom

Desktop Support Engineer working at Computacenter providing second line support to a variety of existing Service Desks.- SCCM Software Deployment and Management- Citrix XenApp and XenDesktop Management- AppSense and AppV- Active Directory and Exchange Management- Bespoke application troubleshooting- Lotus Notes (V6, V8)- MS Office 2010, 2007, 2003- Remedy ITSP and ITSM- Xerox Printers- WYSE Machines and VDI DevicesHigh use of VBS, BAT and Powershell Scripts to solve multiple issues and simply tasks. Also used to assist other teams within the company such as Request Management and Service Desk.Heavily involved with Service Desk training, 121 coaching and finding Shift Left opportunities.I find that I am very pro-active in this role and am often used as a go to point to assist individuals. I work closely with Service Management and Problem Management to identify trends and solve on-going major incidents and defects.

Milton Keynes, United Kingdom

Knowledge Editor at Computacenter analyzing Incident Data to improve FCR (First Contact Resolution) rates, Ticket Quality and all Knowledge Documents and Process.Key Responsibilities:- ITSM Knowledge Management Project- Document & Process creation / maintenance- Data Analysis

Milton Keynes, United Kingdom

Secondment for Computacenter's Business Take On team working as a Subject Matter Expert for the Service Desk. In this role I had a key part to deliver a new Service to a Go Live state building the entire Service Desk from Scratch.Daily Tasks Included:- Chairing Daily conference calls with Senior Management and the Client- Numerous site visits and meetings- Remedy Configuration ITSP / ITSM (Decision Trees, Templates, Knowledge Articles, Data Sets)- Team Management and delegation- Support-ability and Readiness Testing- Onsite Knowledge Capture- Creation of Knowledge Articles and Documentation- Engaging other parties involved including Request Management, OCC, and external companiesIn this demanding role I was able to meet all the requirements to a high standard whilst achieving key dates, Setting goals and hitting these time scales were very important as to meet the Go Live date.

Milton Keynes

Working as a technical analyst (1st / 2nd Line) for various contracts including: Amey, Autogrill, BDP, FremantleMedia, Keltec and Unipart.Part of a very strong team troubleshooting and liaising with various resolver teams, 3rd party vendors and end clients. Day to day support covers the following:- Providing desktop application support for:(MS Office 2000/2007, Windows XP/7, Outlook Exchange, Lotus Notes 6/8 Client & Domino, Bespoke apps (SAP))- Hardware diagnosis and dealing with 3rd party vendors(HP / Xerox Printers, Telephone systems, Laptops, Desktops, Mobile Phones, Tills)- Remote Support using:(DameWare, RDP, VNC, Citrix)- Network connectivity troubleshooting and maintenance (DHCP / IP Reservations, Trace Roots, Network Diagrams)- Ensuring all KPI's and SLA's are met daily(ASA 20s, FCR 65%, Email Response 95%)I have also had a key role in various projects over the past few years most recently:- BTO, Business take on for new clients. This involved meeting with the new clients gathering information to use back at 1st line support.- Knowledge capture, Documenting and creating process' for all fixes and applications in use over our accounts.- Web Development, Creating and supporting a new intranet based site for searching and using documentation.I have also covered Incident Management, Major Incident Management and Continuous Improvement.

Milton Keynes, United Kingdom

Voluntary work for Milton Keynes Lightning Ice Hockey club.Implemented a website using Wordpress enabling the club to run more efficiently. - Responsive layout to cater for mobile devices.- Wordpress CMS to simplify adding new content and scheduling of content.- Regular back ups of core website files and SQL database.- Plug-in integration and updates.- Custom CSS & HMTL.- SEO (Search Engine Optimization).- Associated Social Media.http://www.mk-lightning.co.ukAlso assisted with Graphic Design and Marketing Material used to promote individual fixtures, players and promotions.

Education record

Attended an intensive training program run by Europe's largest Microsoft IT Academy, which is a national IT training organisation funded.

Education record

• AS Level Photography C • GCSE Design and Technology, Graphic Products C Art and Design C Maths C English C English Literature C French C.