IT Desktop Support - Littlefish
(2025-06)
- Provide 1st and 2nd line technical support for desktop, laptop, printer, and application-related incidents.
- Troubleshoot basic network and server issues in line with customer SLAs and internal support procedures.
- Resolve technical issues via telephone, email, and live chat while delivering excellent customer service.
- Prioritise and manage incidents to ensure timely resolution within agreed service levels.
- Support customer-specific IT projects and assist with technical implementations.
Application Support - 2nd Line Support Analyst - Pharmacy2U Limited
(2023-05 - 2025-02)
- Investigated and resolved complex application support incidents through detailed root cause analysis.
- Collaborated with development teams to resolve major application issues and implement system improvements.
- Supported application release processes using automated Azure DevOps deployment pipelines.
- Proactively monitored systems and security alerts using monitoring tools including New Relic.
- Escalated database-related incidents to DBAs and executed SQL queries for troubleshooting when required.
- Provided 2nd line support for internal users and assisted 1st line support teams with escalated incidents.
- Monitored and managed service desk queues to ensure incidents were resolved within SLA targets.
- Used Visual Studio debugging tools to assist in diagnosing application-related issues.
- Identified recurring incident trends and recommended improvements to support processes and system reliability.
2nd Line Support Technician - ASK4 Limited
(2022-04 - 2023-05)
- Delivered 2nd line infrastructure support across customer sites and network environments.
- Monitored site infrastructure and coordinated power checks with on-site staff.
- Managed incidents and escalations during service outages to minimise downtime.
- Escalated technical issues to engineering teams and coordinated resolution activities.
- Supported infrastructure projects, audits, and operational tasks assigned by the NOC team.
- Implemented approved infrastructure changes in line with change management procedures.
- Managed escalated support tickets while maintaining KPI and SLA targets.
- Worked alongside delivery engineers during site installations and infrastructure deployments.
- Coordinated with third-party engineers and internal technical teams to resolve infrastructure issues.
- Assisted with site-level capacity management and infrastructure planning.
Tier 1 Service Desk Analyst - Microlise Ltd
(2019-11 - 2022-04)
- Provided technical support and troubleshooting for hardware and software-related incidents.
- Logged, prioritised, and resolved incidents using the ServiceNow ticketing platform.
- Investigated and resolved incidents within SLA targets or escalated where necessary.
- Supported user administration tasks and customer account management.
- Monitored incident progress to ensure timely resolution and customer satisfaction.
- Executed basic SQL queries and interpreted results for troubleshooting purposes.
- Troubleshot hardware and software issues on Microlise tablet devices.
Retail Store Supervisor - Holland & Barrett
(2017-06 - 2019-03)
- Increased the staff's work performance by explaining and being an example for the team of providing great customer service.
- Since the staff and store performance have increased the entire branch staff have been receiving larger sales commissions.
- Completed the supervisor tasks and resolving issues that would affect the daily workflow.
- Improving the customer's healthy lifestyle and diminishing their ailments by understanding their circumstances and offering advice on nutrition and product benefits.
- Overcame objections from customers when selling products thus increasing the sales by 20%.
- Increased the amount of the reward cards given to customers by 30%.
Dual Store Sales Assistance - Atelier de Courcelles and Billies Market
(2016-09 - 2017-06)
Shortly after started working at the Atelier de Courcelles, the manager had promoted me from sales assistant to team leader, and I got the same role when another shop opened under the name of Billies Market which was run by the same company. Both branches were placed opposite to each other. While working at this company I always exceed my target in terms of sales. The sales target was measured per individual.
- When dealing with customer inquiries via telephone, I was always trying to solve the issue in accordance with the company policy but also to meet customer needs.
- Gave my support to the management team with the hiring process and providing training when new staff came in.
- Ensuring that the store runs smoothly in the absence of the manager and supervisor.
