Helen Baker Email & Phone Number

Cambridge, GB

United Kingdom

Cambridge, England, United Kingdom

Single point of contact on site.Providing first and second line IT support to clients via the ticketing system, emails and walk-ins on the service desk.Provide support for clients / other technicians to resolve issues in a timely manner.Laptop hardware and software repairs.iPhone, iPad and MacBook hardware and software repairs.Managing ownership of a.

Respond and manage user requests on the service desk portal (ServiceNow), via email, telephone & remote connection.Support systems on servers; MS Server 2012 to 2019, HyperV, VMware, and.NET Framework, Scheduling tasks, recovering files etc. from server environments.Managing alerts whilst adhering to SLAsInstall & support local & cloud-based software.

Cambridge, England, United Kingdom

Utilise the suite of ITSM features, standardising the support approach & using frameworks such asthe IT Infrastructure Library.Ensure the project management tool is utilised to track tasks & project workloads.Ensure change management processes are followed to record all system changes against services& update the team effectively.Promote the use of the.

Cambridge, England, United Kingdom

Supporting Parkside, Trumpington, Coleridge & Cambridge Academy for Science and Technology Secondary Schools, and Galfrid Primary School.Implement all policies & procedures relating to security, backup, disaster recovery and acceptable use, as directed by the ICT Service Manager.Assist the ICT Service Manager in the operation of the Service/Help.

Newmarket, England, United Kingdom

Triaging, logging and resolving incoming tickets through the service desk.Taking ownership of issues by analysing the problem and focusing on restoring the service to the user as soon as possible, providing a workaround or escalating the issue, as necessary.Maintaining the school's network and assisting with daily health and service checks.Installing new.

Cambridge, United Kingdom

Log, prioritise, and action 2nd Line support tickets via a helpdesk ticket system, face-to-face on client site, and over the phone.Provide daily IT presence and collaborated closely with internal partners making sure technical issues and requests are attentive.Manage the onboarding/offboarding life cycle of users; account creation, permissions, configuring.

Cambridge, United Kingdom

Proactively managed incident queues, incident allocation, resolution or escalation ensuring end user experience is of high accuracy, quality and customer satisfaction.Acted as a primary escalation point, and provided mentoring and training to 1st Line Engineers.Managed the effective and efficient on-boarding of new customers.Published metrics on SLA.

Cambridge, United Kingdom

Completed IT maintenance and support tasks across three sites; Cambridge, London and New York.Install, configure, deploy and support Mac & PC desktop hardware and software (both on-premise & remotely).Logged calls via the help-desk software whilst adhering to SLA/KPIs.Assisted with troubleshooting and resolved infrastructure issues.Provided support to.

United Kingdom

After a long period of severe health issues, I retrained as a Nutritional Health Coach and Aromatherapist.I was involved in providing a very high standard of specialist dietary services in my community, whilst working with a not-for-profit organisation in Peterborough.Helping clients make informed and practical choices about their food and health.Ensuring.

Built backup tape drives and server units from chassis to fully-functional, configured with RAID specs as required by the customer.Installed and maintained electrical wiring systems, circuitry, and followed safety practices and standards codes to meet high quality standards.Evaluated faulty tape drive units, paying close attention to log files and.

Cambridge, United Kingdom

Liaising between guests and partners to resolve light complexity issues via phone and email on various topics such as: additional travel advice, modifications, cancellations etcProviding accurate, valid, and complete information by using the right tools, methods, and processes.Ensuring a high level of customer service and a positive guest.

Cambridge, United Kingdom

Delivered exceptional customer service while coordinating the complete Workflow Process from customer request to invoicing.Using MaxOptra to assign engineers to jobs in the most efficient manner, while keeping customers informed of the progress through the time of any jobs assigned to you via multiple communication streams. Prioritising work flow to.

Peterborough, United Kingdom

Application and technology management of Network and Wi-Fi Security, Firewall, Virtualisation, Server, Web and Antivirus Services, Cisco, VMware, Citrix, Dell and Sophos Network systems, Microsoft and various Server Applications and Apple operating systems.Provided high quality technical assistance and support, adhering to industry and departmental.

Peterborough, United Kingdom

Assumed management responsibility for our Managed clients, built a team and increased SLA by 20%Acted as a role model for technical competence, helpfulness, facilitation of learning and teamwork. Including administering knowledge base for all staff to access.Answered higher than average incoming calls from all business customers. My statistics consistently.

Leeds, United Kingdom

• Reviewed all cases by performing eligibility, suitability and holistic reviews to ascertain whether we had mis-sold the policy and therefore needed to redress the customer all monies owed.
• Investigating and assessing written complaints from customers regarding the miss-selling of Mortgage Repayment Protection
• Reading and understanding full sales documentation from the mortgage sale in order to fully investigate the complaints.
• Liaising with the customer via phone if further information is required to resolve each case.
• Transposing information onto templated letters (and calculation spreadsheets where applicable), ensuring the final correspondence reflects the customers circumstances
• Setting up accounts to be refunded as and when required

Peterborough, United Kingdom

This contract was part of a Wi-Fi upgrade project for all London Schools.Planning start/completion dates and labour allocation to each job etc.Coordinate meetings, including travel arrangements and expense reports.Maintain Project Managers and Engineers calendars.Consult with the contractors, clients and the company executives regarding project details and.

Peterborough, United Kingdom

Key Responsibilities:+ Managing all Incident and Service Request tickets, which will be logged via the customer portal, phone call, email (desk to desk and End User)+ Provide world-class customer experience with every interaction+ Completing tickets within SLA+ Create knowledge articles on learnings+ Experience with ITIL methodologies and best practices+.

Huntingdon, United Kingdom

Logged, prioritised, and actioned support tickets via a helpdesk ticket system, face-to-face on client site, and over the phone.Involved in project work for contracted clients such as software deployments and hardware upgrades.Worked closely with other engineers to progress complex tickets effectively, ensuring the highest levels of customer.

Sheffield, United Kingdom

Peterborough, United Kingdom

Mixing beverages using an extensive range of ingredients including liquor, bitters, soda, water, sugar, and fruitsTaking beverage orders from customers or wait staff and serving drinks as requested, paying extreme attention to detailSatisfying patron requests in a timely mannerAssessing customer preferences and making drink recommendationsProviding a.

Peterborough, United Kingdom

Master Of Science - Msc, Mental Health

Modules undertaken: Promoting Innovation in Mental Health Care, Contemporary Issues in Mental Health Care, Specialist Mental Health Care.

Continuing Education Module, The Science Of Happiness :-), 96%

Bachelor'S Degree - Bsc (Hons), Computing And Information Systems, 2:1

Modules undertaken: Computer Systems, Fundamentals of Design, Programming (Java), Web Design, CCNA 1 & 2, Database Design &.

O.A. Dip., Aromatherapy, Distinction

Professional Diploma, Nutritional Therapist, 96%

This course has allowed me to identify nutrient deficiencies, build personalised food plans to help improve health symptoms, and put.

Aat, Level 1 Bookkeeping, 100%

Advanced Gnvq Information Technology, It, Distinction

Database Design, Web Design, IT principals, Literacy, Numeracy, Project Management, Group Design Project

Health & Social Care, Intermediate Gnvq, Merit

Gcse'S, Life Skills