Experience

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  At&t

  Dec 1998 - Aug 2009

  It support desk

  • Providing IT support for Blue Chip customer - AT&T (ITIL approved)• Supporting users based in the UK & Worldwide• Desktop support on XP Professional • Resolving desktop issues including Outlook 2003 and Internet Explorer • System Administration, using Active Directory and Microsoft Exchange 03/07• System Admin role creating Network shares, Mailboxes and IPT accounts • Resolving remote / VPN access issues for out of office users• Providing Blackberry support (including Admin functions)• Diagnosing / progressing faults / administering accounts for Lotus Notes v5• Call logging tool - Remedy version 6.0• Ensuring calls are resolved to defined SLA's Show less

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  Jaguar land rover innovation labs

  Oct 2009 - May 2011

  Access management

  • Providing computer access to JLR staff• System Administration, using Active Directory , controlling the level of access users have to Network shares / folders. Ensuring the correct level of approval has been presented.• Using Active Directory to create and maintain accounts / groups • Creating and administering Mainframe accounts• I am responsible for producing and maintaining the Working Practices for my team. I am the main point of contact for internal and external auditors. • Working to SLA’s and guidelines within the ITIL structure that JLR adhere to. Show less

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  The law society

  May 2011 - Feb 2013

  It support analyst

  • Providing phone and remote support to internal staff• Supporting Microsoft Office 2007 • Analysing and progressing calls on application software• Escalating calls to 3rd parties• Logging tickets via Remedy version 7.5• Resolving issues using LanDesk remote control tool• Resolving Citrix based issues – Citrix 5 • Administration of accounts, groups, mailboxes, via Active Directory v 5.2

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  Halfords

  Mar 2013 - Jul 2019

  Information technology support analyst

  • 1st & 2nd line IT Support to Head Office personnel and 700 Stores • Logging calls via the Service Now portal, prioritising my calls within SLA’s• Managing user’s PC accounts using Active Directory • SAP - Creating accounts, and to investigate customer orders and stock levels• Created all the new working practices for the team to ITIL standards• Confidently managing the training for new members of the team• Introduced a new process for ordering the store’s IT equipment. Negotiated with 3rd parties to reduce costs for the business, and improved delivery time by 50%.• Chosen by the IT Department to be their Wellbeing champion Show less

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  Tata consultancy services

  Jul 2019 - Oct 2019

  It support analyst

  Supporting Halfoffd Head Office staff and Retails stores . TUPE to TATA by Halfords

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  Hycontrol limited

  Nov 2019 - now

  Internal sales administrator