Byron Paterson

Experience

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  Northern Ireland Civil Service

  Aug 2014 - Aug 2014

  CREST Gold Award Student

  As part of the Sentinus IT Bursary Scheme, I was asked to redevelop a system for the use of the Project Management team through the use of Microsoft Access.

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  Xperience Group

  Jul 2016 - Jul 2016

  Intern

  During my month with Xperience Group, I witnessed their tiered IT support system where they used a web-based remote desktop connection to contact their clients. I saw different software in action like Proofpoint, Veeam and TreeSize.I also spent time with the on-site team where I helped set up new computers for clients before we took them to the clients' workplace. I then helped with adding them to their workplace domain and, if necessary, I helped with migrating their files.

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  Northumbria Police

  Aug 2017 - May 2018

  Primary Account Administrator

  I worked on the Service Delivery team processing requests from Business Support. I worked with the Active Directory, the Distributed File System as well as IBM Lotus Notes and Domino Administrator 7. I dealt with requests such as adding new users, changing their departments and deleting them off the system when they leave the force. I also dealt with name change requests and force number changes. Aside from this role, I was able to gain some experience with different teams in the department by doing some of their work, both technical and clerical. Show less

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  Northumbria Students'​ Union

  Sept 2018 - Jun 2019

  Welcome Desk Assistant

  I worked on the reception desk where I worked as the front of house staff and I was the first port of call for any inquiries about anything involving the union.I handled cash and used an EFTPOS system for when people wished to buy society memberships or tickets for any trips or gigs we run. A part of this role is the binding service where we bind documents which can be hundreds of pages, it can get very busy during the end of term and you have to be resilient as you are binding a never-ending stack of dissertations and theses for the entire shift. We also helped to run the operational side of trips where we take students to the destination and ensure everything runs smoothly on the day. Show less

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  LSL Property Services plc

  Jul 2019 - Nov 2019

  IT Application Support Analyst

  Working in Service Delivery, dealing with multiple calls coming through from end users nationwide.I aimed to solve all of the issued logged on initial contact, however, I also liaised with the second line teams in order to solve problems such as our Network team, Servers team or the Desktop team.I also dealt with major incidents such as branch downs which involves quick network troubleshooting and liaising with 3rd party companies to get the branch up and running again.I also had to deal with IT access service requests which involves the use of Active Directory, Exchange Control Panel and providing access to internal systems.LSL also uses semi-bespoke property management software that I also provided support for. This also involved escalations to the 3rd party development team. Show less

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  Karbon Homes

  Nov 2019 - Oct 2024

  Accountable for delivering front line ICT support at all operational sites.I supplied and configured equipment, managing user profiles, offering advice on ICT solutions.I acted as a positive member of the ICT team, providing the highest possible standard of service to customers and having 2000+ resolved ICT incidents.I have a strong record of demonstrable achievement in service delivery of customer focused ICT support services. Was shortlisted and won a company Customer Service Star award.I was also recognised as the colleague who met the "Being Approachable" value company wide as part of National Customer Service Week awareness.Comprehensive working knowledge of the ICT systems used within the group.I was made the service manager for the ITSM system that manages all of our ICT incidents/tickets. As part of this role, I carried out an overhaul of the Self Service Portal, using colleague feedback from across the business to develop this new design.Understanding of ICT and Data Protection governance practices and issues, working with the Governance team to assist with any IG related requests they may have.Experienced in managing major incidents such as entire sites losing internet access and getting employees setup to work from home at very short notice.Played an operational role in an Apple to Android device rollout.I was also a representative for the Service Delivery team to review training opportunities with the Assistant Director of ICT at the time. Show less

  • System Engineering Analyst

    Jun 2023 - Oct 2024

  • Operations Support Specialist

    May 2022 - Jun 2023

  • ICT Business Support Specialist

    Nov 2019 - May 2022
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  St John Ambulance

  Oct 2024 - now

  Development Operations Engineer