Personal StatementExtremely motivated and dedicated 2nd line support analyst with over 10 years strong and progressive experience of multiple cross-platform hardware and software support, managing heavy workloads in high-pressure support environments. Possessing a highly developed customer-centered philosophy and consistently demonstrating the highest level of personal and professional standards.Key Skills and Achievements10+ years in the IT support industry with hardware and software experience covering both remote support as well as on-site engineering encompassing a wide range of hardware-related issues, working under tight SLA deadlines whilst performing to consistently high standardsOutstanding teamwork, leadership and problem-solving skills in combination with an industrious, committed and determined attitude and a genuine commitment to deliver the very best support service possiblePlaying a key role in the development of WH Smith Travel from 20 stores to the current 500, contributing to the implementation and development of a reliable support engine. The effective management and resolution of a wide variety of support issues helping to build a business that currently contributes more than half of the WH Smith group profitsDeveloping a close working relationship with multiple third parties including BTe, Capgemini, Accenture and Fujitsu requiring problem-management, effective communication and strong interpersonal skills to ensure optimal resolution solutions in a high-pressure environmentExceptional problem-solver, with outstanding adaptability, planning and organisational skillsExtensive 2nd line helpdesk and field engineer experienceStrong working knowledge of Windows XP/Vista/7/8/Server, Office, Active Directory and multiple bespoke systems