Experience

• 

  Sytner group

  Jun 2007 - Sept 2012

  Parts advisor

  -Selling car components via Telephone, Face to Face & via Email-Stock checking-Cashing Up Daily/Banking-Goods Inwards-Internal & External sales-Stock Orders

• 

  Csc

  Oct 2012 - Mar 2016

  -Software installation (BMC Tuner & manual installation)-Troubleshooting VPN connectivity-Citrix troubleshooting-Software & Mainframe configuration-Ensuring tickets are worked on within the allowed SLA-Coordinating the 2nd Level ticket queue with colleagues Troubleshooting:**********************************-Citrix-Lotus Notes-VPN Connections-Adobe-MS Office-Internet ExplorerRoles & Responsibilities**********************************-Out of hours support-Documenting Office Closures-Telephone Support-Remote Support-Online self service & Email based support-Knowledge Script Update/Creation-Blackberry Support-Software Install/Uninstall

  • 2nd Level Remote Support Specialist

    Sept 2015 - Mar 2016

  • Service Desk Analyst

    Oct 2012 - Sept 2015
• 

  Nnit

  Mar 2016 - Feb 2020

  KPI managementResource planningProcess/Procedure reviewsHosting "Continual Service Improvement sessions" Training team membersOnboarding Knowledge transferSetting up procedures and processes for new customer supportKPI responsible

  • Lead KCS Coach/Service Manager

    Mar 2019 - Feb 2020

  • Service Manager

    Jan 2018 - Mar 2019

  • Team Coordinator & KCS Coach

    Jun 2017 - Jan 2018

  • IT Support Analyst & KCS Coach

    Mar 2016 - Jun 2017
• 

  D-ploy gmbh

  Jul 2020 - Dec 2021

  Itsm quality specialist
• 

  Msd czech republic

  Jan 2022 - now

  • ITSM Specialist

    Jan 2023 - now

  • ITSM Associate Specialist

    Jan 2022 - Jan 2023