Programming working with Microsoft technologies - C#, ASP.NET, Web Forms, MVC, SQL Server.Involved with several web development projects at each stage of development including frontend (CSS/Javascript), business logic and data access.Created an application in .NET to automate the submission of insurance policies to the Motor Insurance Database (MID)

• Worked for BT Global Services on a contract providing IT support for the bus and train operator FirstGroup.• Duties involved upkeep and development of the Service Desk Knowledge Tool to provide technical assistance to the Problem and Incident management teams. I also continued my previous role as second level support in a part time capacity.• Produced weekly reports on knowledge tool and floorwalker utilisation and highlighted problem areas in an effort to reduce call volumes and outstanding incidents.• Worked closely with Problem and Release Management to ensure any major changes or known problems are recorded in the knowledge tool and communicated out to analysts.• The service desk was fully ITIL compliant and in 2009 became one of the first to gain the ISO20000 accreditation which it held until the conclusion of the contract in 2011. I was involved in gaining the accreditation from the knowledge management perspective.• Toward the end of my role I also took on additional responsibilities including managing the finances for the staff working on the contract. This involved submitting purchase orders and ensuring the amount billed for staff costs were correct. I also collated a monthly report for the customer satisfaction surveys which in which customer dissatisfaction levels were presented to management.

• Following two years working as a first line analyst, I undertook a full time role as floorwalker on the First Service Desk, providing technical support to first line analysts.• Key responsibilities included assisting and training first line analysts to solve as many calls as possible at the time of the call. This involved recording each enquiry by an analyst so that any gaps in the knowledge tool or analyst training can be identified in order to improve service.• Carried out second line support responsibilities by dealing with incidents that first line were unable to solve. These incidents were typically Windows Server/Citrix or network based.

• Duties involved taking large volumes of calls to provide software and network support for employees across each division of FirstGroup.• This involved taking ownership of all incidents I logged and ensuring that they are completed in the agreed time. Each call was logged in detail on the incident logging system, HP OpenView Service Desk.• The majority of incidents were resolved by the Service Desk remotely at the time of the call through the use of technology such as the remote assistance of user’s desktop machines for diagnosis and fault resolution.• Common applications and systems on which I provided support include Citrix services used to supply network based applications, Windows server, Novell Netware, Lotus Notes email client, MS Office suite. • I was frequently required to troubleshoot network problems including network printer management and LAN issues, and authentication and security issues including active directory account maintenance and internet proxy administration.• I was given the role of site trainer for 2-3 months, during which time I introduced and trained approximately 30 new starters. Training involved familiarising them with the incident logging system and the tools and skills they require to answer calls and resolve incidents remotely. The training role also involved training out any new processes or major changes that were introduced into the contract.• Regularly undertook a floor walking role on the desk, which involved assisting other analysts with problems they are unable fix at first line.• Toward the end of my time in this role I divided my time between taking calls and doing second level support and floorwalking, before taking on this role full time. At this point I ended my role as site trainer.