Jonathan White

Experience

• 

  Cranfield Consultancy

  Jun 1999 - Jul 1999

  Administration Assistant
• 

  DIXONS RETAIL GROUP LIMITED

  Dec 1999 - Jan 2000

  Sales Assistant
• 

  Mid Sussex District Council

  Feb 2001 - Feb 2001

  Administration Assistant
• 

  Zenith Insurance

  Mar 2001 - Mar 2001

  Office Junior
• 

  Lloyds Banking Group

  Apr 2001 - Apr 2001

  Administration Assistant
• 

  METROPOLITAN FACTORS LIMITED

  May 2001 - May 2001

  Administration Assistant
• 

  Mid Sussex Water

  Jun 2001 - Aug 2001

  Cleaner
• 

  Barclays

  Sept 2001 - Dec 2001

  Cleaner
• 

  Mid Sussex Magistrates Court

  Dec 2001 - Jan 2002

  Cleaner
• 

  TONI&GUY

  Feb 2002 - Feb 2002

  Trainee
• 

  KFC UK & Ireland

  Apr 2002 - Feb 2003

  Kitchen Staff
• 

  Domino's

  Oct 2003 - Sept 2004

  Kitchen Staff
• 

  Co-op

  Sept 2004 - Jun 2005

  Counter Staff
• 

  Tesco

  Jun 2005 - Mar 2006

  Night Stocker
• 

  CASSIDY DAVIS UNDERWRITING AGENCY LIMITED

  May 2006 - Jun 2006

  Data Entry Clerk
• 

  Fisher Clinical Services

  Sept 2006 - Sept 2006

  Pharmacy Technician
• 

  ECM

  Sept 2006 - Nov 2006

  Administration Assistant
• 

  ROYAL MAIL GROUP PLC

  Nov 2006 - Dec 2006

  Letter Carrier
• 

  Lloyds Banking Group

  Dec 2006 - Sept 2008

  Administration Assistant
• 

  MITE CLEANING LTD

  Oct 2008 - Sept 2009

  Cleaner
• 

  Tesco

  Sept 2009 - Aug 2011

  Home Shopping Delivery Driver
• 

  MGM Advantage

  Sept 2011 - Nov 2011

  Pensions Advisor
• 

  Mercer

  Feb 2012 - Jul 2016

  •Maintained access to UK and Germany IT systems, ensuring smooth operations and facilitating efficient collaboration.•Provided comprehensive system issue support, resolving complex issues and ensuring timely resolution to minimize disruptions.•Provided ticket allocation support to European and US IT teams, facilitating efficient and effective collaboration across geographies.•Utilizing SQL knowledge , ran reports and formulae to support developer requests, ensuring timely delivery and accuracy.•Managed system releases on developers' requests, working with authorizers and implementers to ensure successful implementation and minimal disruption to operations. Show less •Maintained access to UK and Germany IT systems, ensuring smooth operations and facilitating efficient collaboration.•Provided comprehensive system issue support, resolving complex issues and ensuring timely resolution to minimize disruptions.•Provided ticket allocation support to European and US IT teams, facilitating efficient and effective collaboration across geographies.•Utilizing SQL knowledge , ran reports and formulae to support developer requests, ensuring timely delivery and accuracy.•Managed system releases on developers' requests, working with authorizers and implementers to ensure successful implementation and minimal disruption to operations. Show less

  • IT Support Analyst

    Jan 2016 - Jul 2016

  • 3rd Line Support Analyst

    Oct 2015 - Jan 2016

  • IT Support Analyst

    May 2013 - Oct 2015

  • Trainee Pensions Administrator

    Feb 2012 - May 2013
• 

  Equiniti

  Aug 2016 - Jul 2018

  •Real-time monitoring of all servers and applications using Microsoft System Centre Operations Manager and in-house monitoring to ensure maximum availability and response time for users•Troubleshooting server issues, such as event logs and error messages, mainly on Windows Server 2008 R2 and 2012 R2 and Blackberry servers•Managing client operating system and application patching using Microsoft System Centre Configuration Manager and reporting on patching compliance for all applications•Handling data backups using HP Data Protector multiple tape drives and restoring data when requested•Providing 2nd line problem resolution, covering various applications such as Microsoft Office applications, Exchange Server, data integrity, web site applications, legacy VMS systems, and physical system problems such as desktop PCs, photocopiers, faxes, and scanners•Executing SQL scripts and extracting data for business units as requested•Dealing with SQL database replication and backups•Liaising with HP and Microsoft Support as required. Show less •Providing system support through various channels, including telephone, remote support, and in-person assistance•Managing user access by providing, amending, and removing access within allotted SLA timescales•Resolving IT issues with a closure rate of 70% on the Service Desk•Assisting in the release and deployment windows•Collaborating and communicating with other teams within the IT Department and 3rd Party companies to escalate and progress issues•Generating reports to allow for monitoring of daily progress within the IT Team•Consolidating training and knowledge into one location to ensure junior members of the team gain experience and reach Service Desk standards. Show less

  • Availability Management Support Analyst

    Jan 2018 - Jul 2018

  • 1st/2nd Line Service Desk Analyst

    Aug 2016 - Jan 2018
• 

  SSE plc

  Jul 2018 - Aug 2018

  1st Line Service Desk Analyst

  •Provided vital assistance to users across various settings, including offices, shops, power stations, and field-based staff, primarily through telephone support.•Clarify, prioritize, and manage IT incidents effectively, transferring or escalating issues as required to ensure timely resolution.•Ensured smooth IT operations and supporting users across multiple locations and settings.

• 

  NEL

  Aug 2018 - Jan 2019

  1st Line Service Desk Analyst

  •Provided first line support to NHS users across multiple locations in Sussex and Hampshire through telephone, email, and remote assistance.•Clarified, prioritized, and managed IT incidents, transferring or escalating issues as needed for efficient resolution.•Facilitated authorized user access and software deployment upon request with appropriate approvals.•Leveraged expertise to ensure smooth IT operations and deliver high-quality support to NHS staff.

• 

  Southern Water

  Jan 2019 - Nov 2022

  1st/2nd Line Service Desk Analyst

  •Built the IT Service Desk from conception •Provide support to office, remote and field based users over phone, email, remote assistance and in person •Create and manage team rosters to ensure even coverage•Ensure team are trained on Service desk Standard operating procedures•Provide customer first mentality on the desk, ensuring that customer always comes first•Act as point of escalation within IT to ensure tickets are attended to within SLA •Log and provide ownership of major incidents•Identify areas and processes that could be enhanced or improved•Mentor team members, provide training to new staff•Deputising for the Service Desk Team Lead and Lead Service Desk Team Manager as required•Provide ongoing collection of Statistics and Reporting for Service Desk management and IT Management•Updating of Knowledge articles, standard operating procedures and working instructions, keeping in line with Southern Water formatting and document control•Continually seek to improve the Service provided to the Business from an IT perspective •Provide out of hours support to the business on priority line Show less

• 

  Chalkwood IT Ltd

  Nov 2022 - Aug 2024

  2nd Line Support Analyst

  • Support 35 Clients across Multiple sites in the Sussex/Hampshire areas with a variety of IT requirements• Provide support to office, remote and field based users over phone, email, remote assistance and in person• Providing support of IT hardware, software, and networks• Provide access as requested with appropriate approval• Build accounts and Laptops for new employees• Office Server installations

• 

  Maritime and Coastguard Agency

  Sept 2024 - now

  Information Technology Support Analyst

  Support staff in person, over the phone or remotely at various sites across the countryConfigure laptops from autopilot build for new starters and replacement devicesDeploy equipment at local site and dispatch to sites across the country