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 ticket from start to finish.Managing SLA’s and customer expectations.Aided with M365 migration from Google Workspace, teaching colleagues and clients how to best utilise the systems, to suit their work needs.

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; O365, drivers, firmware, Pegasus Opera, Install & support network and hardware; desktops & managed laptops; Mac & Windows, phones, PCs & Mac, tablets (Android & iOS), peripherals, printers, WiFi, ethernet,Exchange on-prem & M365 admin and troubleshooting; Teams, SharePoint, Azure AD, Exchange, AAD Connect / Sync, Mimecast,Recovering pst files via Exchange on prem & cloud (eDiscovery).File Recovery; Teams, OneDrive, SharePoint,Enrolling and managing devices via InTune & AutoPilot.RDP, Datto EndPoint Management, AnyDesk remote solutions utilised on a daily basis.Creating and updating knowledge base in IT Glue.Firewall configuration & support; Fortinet and Sonicwall.Anti-virus configuration; ESET and Sophos.Supporting VPNs and Remote Desktops; Citrix, and Fortinet

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 ITSM within the team.Create a knowledge base formulation via documentation.Proactively add jobs to the Service Desk that are reported through alternative means (i.e. in-person,phone calls etc).Where appropriate, ensure the task is passed onto other departments or individuals who are able toresolve & collaborate on resolutions.Identify urgent tasks & ensure those are accorded higher priority. Follow appropriate escalationprocedures where necessary.Effectively manage workload to ensure timely resolution of tasks.Maintain a working understanding of all IT systems, processes & services in use at CJBS. This includesbut is not limited to M365, Dynamics, MDM, Mimecast, Raven, & eduroam.Use IT systems to troubleshoot technical issues.Proactively improve knowledge by asking questions, looking for knowledge-sharing opportunities orattending formal training & conferences.Work with other team members to improve systems & processesEnsure asset management processes are followed at all times.Understand Mobile Device Management (MDM) solutions & how devices are managed.Undersand software applications & how they are centrally managed, installing software asrequired & supporting technical issues.Provide support to users with managed devices.Feedback on any issues or suggestions to Service Desk Team Leader for improvements.Demonstrate commitment to providing excellent service at all times.Liaise with other members of the IT department to solve problems & collaborate on projects.Develop relationships with key stakeholders, team members & suppliers, promoting IT services& technologies.

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 Desk.Contribute to the professional development of other members of the IT team.Provide 1st and 2nd line support for more complex requests & issues across the site, performing diagnosis procedures on hardware, peripherals and applications & liaising with 3rd parties as required.Support, assist & train as required all staff, students and visitors as deemed appropriate.Actively contribute to discussions on how the ICT service can be improved based on local knowledge & data from the Service/Help Desk application.Support, maintain, develop & deploy all IT hardware and software resources used without exception.Maintain accurate & up-to-date hardware & software asset registers, used to inform the IT Refresh Strategy Test & prove the efficacy of the backup procedures on a scheduled basis.Actively maintain & monitor the anti-virus/malware provision & overall security of the IT systems to ensure the integrity of data, systems, and resources.Support the management of network appliances including switches, routers, and firewalls.Support the installation of additional servers and upgrading of the network operating system.Maintain internet filtering systems.Support all 3rd party systems ensuring communication with servers.PERSONAL ACHIEVEMENT: Designed and implemented a Change Management procedure and documentation to ensure that all changes were approved beforehand and that rollback procedures were outlined, in case another member of the team had to pick up where it had been left off. Also ensuring that changes were not implemented on Fridays to reduce downtime etc.

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 software and upgrading existing applications.Creating, maintaining and removing user accounts.Maintaining hardware peripherals (e.g. visualisers, printers, external drives).Ensuring systems are safe and offer full child protection.Creating and maintaining support documentation to help quickly resolve incidents and enable users to become more self-sufficient.Maintaining the service desk's asset database and associated assets throughout their lifecycle.Working with the IT Operations team to ensure:Audits of all IT Hardware and software at each and every school was full and succinct.Security is maintained and always promoted.IT processes, procedures, and technology are continually reviewed and deployed.PERSONAL ACHIEVEMENT - The trust only manage Apple iPads and Laureate Primary School had 12 Huawei (Android) tablets donated for the children to utilise. I took it upon myself to research and test several MDM solutions, and managed to find one that worked brilliantly and incurred no cost to the school. I then implemented the image and they were extremely pleased with the end result. I have since created a user guide for staff to use if they get given any more in the future too.

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 laptops and participating in onboarding / IT orientation; how to access services remotely, SSO (Single Sign On) and MFA (Multi-factor Authentication).Create and maintain documentation of IT systems (Knowledge Base), including diagrams, processes and procedures.Take pride in providing primary Tier 1 & 2 user support tasks, either by telephone, email, and tickets logged.Escalation to Tier 3 support after thoroughly troubleshooting issues/requests, and documenting steps taken to aid in their investigation.Provide technical guidance to the management team and helped to identify improvements for current systems.Consult on best practices and conduct training for technical and non-technical teams.Maintain and forecast hardware requirements for sites, which included inventory tracking, new hire estimates, and placing procurement requests.Implement and update the Knowledge Base to ensure all articles are relevant and easy to read.PERSONAL ACHIEVEMENT - This was initially a six-month contract to help cover the Service Desk whilst the team worked on outstanding projects. Through my dedication in this position, my contract was extended twice, thanks to my willingness to take on any task without question and my work ethic. During this time, I have managed to keep an average of 300 tickets resolved per month (40% of all tickets logged), with a 95% first-time fix rate and lots of great feedback regarding the user guides I have created.

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 adherence to drive continued improvement and service excellence. Responsible for Tier 2 troubleshooting, diagnosis and investigation of technical issues to ensure Root Cause Analysis (RCA) and preventative measures are undertaken swiftly.Responsible for the completion of RCA reports for Major Incidents.Worked closely across functions to ensure priorities are aligned and SLA/KPIs are met.Responsible for documenting and implementing Change Requests, including full test plan.Participated in regular performance review meetings with customers as a Technical expert.PERSONAL ACHIEVEMENT - Created documented guides and presented technical workshops to peers in order to ensure appropriate knowledge sharing.

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 users via telephone, email and remote control.Installed and maintained electrical wiring systems, circuitry, and follow safety practices and standards codes to meet high quality standards.PERSONAL ACHIEVEMENT - Organised team building events for the summer and christmas parties; one each in London and in New York.

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 each client has an individually tailored care plan to meet their needs i.e. dietary treatment of disease and health conditions.Keeping in regular contact with clients to help keep them motivated and review their nutritional progress. Making adjustments wherever necessary to suit their lifestyle / needs.PERSONAL ACHIEVEMENTS: I helped a client with type two diabetes who was hospitalised due to high blood sugar levels and poor diet / management go from a reading of approx. 21 down to 8.5 in a matter of weeks.Running workshops and mass meditations in Peterborough City Centre. Pop-up stalls offering wellbeing advice and free hugs.

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 collating enough information to replicate the issue.Implemented a comprehensive logging infrastructure, encouraging colleagues to add notes as much as possible.Rack server / RAID configuration - Huawei, Tiger, SymplyULTRA.Answered calls and emails from resellers and end users. Improved SLAs by 50%Raised RMAs (Return Merchandise Authorisation) for faulty goods to be returned and took full accountability throughout.Performed troubleshooting steps to enable first-time fix where possible.Determined whether faulty goods were to be replaced/repaired under warranty or as a chargeable repair.Created sales returns in SAP and forwarded on to Finance team to issue credits where necessary.Developed, optimised, and implemented administrative related policies, service standards, and processes.Created a Wiki knowledge base and all documentation for all IT policies and procedures.Processed all deliveries for customer’s and manufacturer’s.Trained colleagues to ensure we were working accurately and efficiently at all times.PERSONAL ACHIEVEMENTS - After only two days I managed to take enough notes to successfully build, test and dispatch a drive (unsupervised) - https://www.mlogic.com/products/mtape-thunderbolt-lto-7 My colleague whom also started the same day as me was able to follow my notes and complete the above too. Created a Knowledge Base to allow for a centralised resource that could be accessed by all staff members, in all departments

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 experienceSupporting your colleagues with peer learning, and being open to feedback from othersPositively participating in company events, and in weekly team meetingsTaking part in new projects and tests that we may need your help withPromoting the Booking.com culture.

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 maximize time & efficiency, to meet productivity & quality targetsAnswer all inbound calls to the Customer Service CentreEscalate Complex Cases to the manager or supervisor where relevant Carry out CSI to measure customer experience at the conclusions of incidents Operate within assigned KPI's

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 policies, standards, procedures and processes, in order to solve complex problems and maintain defined enterprise service levels.Supported the team environment, maintained external relationships and developed professional knowledge of the Information Management and Information Technology industries and allied fields by sharing knowledge, attending training, user groups, trade seminars, and product launches so that organisational information systems and business processes can be proactively advanced.

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 showed that I was in the top 5% for accuracy and volume of calls handledManaged call flow and responded to technical support needs of customers.PERSONAL ACHIEVEMENTS - Assumed responsibility of the Managed Services Team and built a team from one (me) up to four, providing full training and mentorship along the way.Answered higher than average incoming calls from all business customers and improved SLA/KPIs by 20%. My statistics consistently showed that I was in the top 5% for accuracy and volume of calls handled.Promoted to 2nd Line IT Support role (night shift) in December 2014.

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• Liaising via phone or email with the Financial Ombudsman Service and third parties should the customer wish to take their complaint further

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 the work involved.Order parts and ensure all parties are aware of delivery dates/times.

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+ Trouble-shooting incidents and ensuring a high first-time touch fix rateTechnical Responsibilities:+ Windows 10 provisioning and support+ Security administration, including MFA+ 1st line support for print services, triaging and engagement of 3rd parties+ Device management via Intune+ Experience with remote desktop support+ CMDB administration, responsibility shared with onsite engineer+ Creation and administration of user accounts, for starters, leavers and movers+ License management+ Proficient in Microsoft Office 365 applications, including SharePoint and Teams+ Knowledge of SCCM+ Understanding of Azure AD connect+ Experience working with Active Directory+ Fundamental Networking knowledge, including VPN’s

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 service.Installed, configured, deployed and supported Mac & PC desktop and mobile device hardware and software (both on-premise & remotely).Contributed to ongoing system and process documentation efforts.Patched & remediated security vulnerabilities on desktop computers, servers, and infrastructure devices manually and using automated patch tools (e.g. SCCM, Intune).Provided break/fix support for printers and scanners.Documented and updated policies, procedures, and user training guides for all deployed technologies and security.Maintained and tracked inventory of workstations, servers, and production software licenses etc.

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 positive and friendly guest experience by interacting with patronsCollecting money for drinks served and providing change as neededChecking identification to verify legal age requirements for all customersBalancing cash receiptsKeeping a well-stocked bar with an adequate supply of liquor, beer, wine, mixers, ice, napkins, straws, glassware, and other accessoriesCleaning the bar, tables, chairs, and work area to maintain a sanitary environmentOrganising the bar area to streamline drink preparation and inventoryPlacing orders for liquor, beer, wine, and other suppliesSlicing, pitting, and preparing fruit garnishes for drinksPlanning bar menusCreating unique drinksPreparing and serving appetisers, snacks, or other food items for customers at the barComplying with all food and beverage regulationsLimiting customer problems by restricting alcohol intake and attempting to curtail inappropriate behaviour