After studying Marine Biology (yes I thought I would end up in a career on a tropical beach studying sea turtles!) I joined the NHS Helpdesk supporting the West Lancs PCT computer system. I started by doing 1st Line support, logging calls and escalating cases in order to resolve any issues.After two years of experience I joined Netbuilder, where I currently work as a Second Line Helpdesk Technician providing nationwide IT support for large corporations with both in-house and client applications. Pro-actively monitoring and maintaining PCs, Servers and Laptops, investigating and resolving, where possible, both hardware and software issues within targeted SLA timescales. Accurately recording all requests within CRM. Managing the asset registry across the estate including ensuring that all software licences are working to maximum effect, upgrading and re-distributing where necessary. Installing, repairing and maintaining LAN/WAN architecture and administering Active DirectoryProducing numerous reports for both clients and Netbuilder in order to suggest new policies and procedures to ensure the Helpdesk is working to maximum efficiency including allocating and distributing tasks and workloads amongst staff. Supporting Applications including, Windows, Server 2012, Office 365, Antivirus and VMware to name but a few.Having had very little formal education, most of what I have learnt has come from observing those more knowledgeable or through self study. This year I am looking to take on more responsibility and achieve the ITIL qualification.