A competent IT support professional with a proven track record of providing excellent technical and helpdesk support. Extensive experience of working in the front line, helping clients resolve complex technical issues. Possessing excellent customer care skills, natural problem solving and analytical skills and ability to contribute to the development of best practices, procedures, and policies.
As part of a team of 11, I provide comprehensive IT support across multiple national offices via phone, email, and in-person interactions. My responsibilities include procuring hardware for new hires, managing stock for user deployments, and spearheading the development of an internal IT knowledgebase.
Established in 2020, Photos by Charles is a self-employed photography business specializing in event and wedding photography services. I provide professional photography services during weekends, capturing memorable moments at events and weddings. Responsibilities include client communication, project management, and delivering high-quality photographs.
In a team of 3, I delivered level 1 and 2 IT support to various companies within our group. Beyond handling front-line support duties, I played an instrumental role in office relocations and new hardware deployments. Notably, I led a critical project during the pandemic, transitioning 30 sites to remote work throughout August 2020 for the Covid 19 pandemic
My role involved providing application support to corporate clients, end users, and the general public. I served as the primary point of contact for support issues, utilizing Zendesk, email, and phone channels. Additionally, I took ownership of creating support resources such as instructional videos and self-help systems while contributing to product quality assurance.
Within a dynamic environment supporting 120 head office and 800 field employees, I managed Level 1 IT support via email, phone, and Freshdesk. My tasks included handling Office 365 administration, such as email management and account provisioning. I also initiated projects aimed at improving shared drive organization and server infrastructure.
In this role, I provided remote IT support to NHS surgeries across Hertfordshire, Luton, and Bedfordshire. Leveraging remote tools, I resolved the majority of issues remotely and managed hardware dispatch for efficient service delivery. My focus encompassed clinical systems and resolving Windows-related challenges.
I supported staff, students, and visitors within a secondary school setting, assisting with IT issues and server upgrades. Notably, I led server upgrades from Windows Server 2008 to 2012 R2, including domain controller migration and virtualization on VMware ESXi.
Establishing and managing an entertainment business aimed at private parties, I prioritized exceptional customer service while managing all aspects of event inquiries and execution.
If you have any inquiries or would like to connect regarding my professional experience and skills, please feel free to reach out. I'm open to discussing potential opportunities or answering any questions you may have. Use the contact form below to get in touch,