My Career

In the IT Industry thus Far

Employed Since Jan 2024 - Current

IT Service Desk technician within Hastings Direct Insurance

Responding to contacts received into Service Response through multiple channels and ensuring all incidents and requests are accurately logged and either resolved or assigned promptly to the correct peer or resolver group.

Proactively developing and shares best practise across appropriate areas of the Service Desk and the wider IT teams.

Ensuring the requestor or colleague is kept informed as to the status and next steps managing their expectations and any escalations according to agreed SLAs.

Heavy use of all Microsoft 365 applications and systems, Intune, teams, outlook, SharePoint, Microsoft edge, Quick assist, Remote desktop, Azure AD, Microsoft EOL, to name a few along with other business apps and systems.

CX one, Guidewire, uni flow, quick assist, Cisco to name a few

Updating and creation support and operational documentation for all systems, services and processes within remit of Service Desk.
Demonstrate agile and flexible thinking to actively contribute to changing business requirement.

Actively proposing promote and contribute to service improvement initiatives, driving efficiencies within the Service Desk and the wider IT arena

1st Line Helpdesk Operator Sussex & Surrey Police

I provide technical 1st line technical support to the Sussex and Surrey Police Forces via the Joint Forces IT Service Desk. The service desk provides 24/7 support for these forces so they can continue the vital job of protecting the community.

Experience using Microsoft azure, Microsoft defender & endpoint manager, Microsoft exchange on PREM and EOL, also managing accounts via Azure web GUI, device management using Microsoft Intune, enrolling users, bit locker recovery, mapping drives, printer device & user management, wiping devices along with all troubleshooting, Microsoft teams/ OneDrive management, use of Avaya telephony systems, & server manager monitoring critical systems and raising to relevant 2nd teams, along with real time monitoring and support of critical airwave, BWV camera account creation and device management along with ANPR systems In force control room at HQ supporting front line staff and officers.

From Aug 2022 - Until Jan 2024

Employed from Nov 2021 - Until Aug 2022

1st Line Helpdesk Support Technician

In this role I was Answering incoming calls for all 1st & 2nd line IT issues from a varied ‘user-pool’; Have a sympathetic and understanding approach to all service users; Produce any follow up actions and escalate as necessary within the business;

To maintain a high degree of customer service for all support queries and adhere to all service management principles and SLA;

To arrange for external technical support where problems cannot be resolved in house;
Maintain a log of any software or hardware problems detected;

To take ownership of user problems and be proactive when dealing with user issues;
Support users in the use of Computer equipment as and when needed;
To log and maintain full documentation

Respond to enquiries from clients and help them resolve any hardware or software problems;
To provide technical support; answering support queries either via phone or email.

Set up new pc’s and laptops for clients, install software agents, Windows 365 user account/ setup and other required software applications. Living & working deeply within Microsoft's eco system, Windows server, Teams, Outlook, SharePoint, Excel, Word, Intune & Azure Active directory management along with
Setting up softphones/ VoIP Phones using Gamma, Horizon.