Demetrius Lawrence

I am a reliable and proactive IT Support Analyst with experience providing 1st and 2nd line support, troubleshooting technical issues and helping users get the most out of their IT systems. I take pride in delivering a friendly, professional service and understand the importance of resolving issues efficiently while keeping users informed and reassured throughout the process. My experience includes supporting hardware, software, applications, servers and AV equipment, alongside assisting with IT operations across multiple sites and international locations.

I am comfortable working independently, collaborating with colleagues and managing competing priorities in a fast-paced environment. I approach problems logically, pay close attention to detail and take ownership of tasks through to resolution wherever possible. I enjoy learning new technologies, developing my technical skills and taking on new challenges.

I am now looking to build on my existing experience within an organisation where I can make a positive contribution, continue to grow professionally and develop my career in IT support and infrastructure.

Desktop Support Analyst - RADIUS - Crewe

(2024-04)

• Provide 1st and 2nd line IT support, with exposure to selected 3rd line issues, troubleshooting and resolving a wide range of technical incidents across hardware, software, applications, servers and audiovisual (AV) equipment.
• Manage and resolve an average of 5–20 support tickets daily, prioritising incidents according to their urgency, complexity and impact on business operations.
• Deliver technical support to users across multiple global locations, including Australia, providing remote assistance to maintain business continuity and minimise downtime.
• Travel internationally when required to support new office setups, assisting with IT infrastructure deployment and ensuring systems and equipment are operational.
• Monitor, troubleshoot and maintain physical security systems, including CCTV cameras, door access control systems and access passes, ensuring equipment functions correctly and users have appropriate access.
• Carry out on-site troubleshooting and technical checks across multiple buildings at the Crewe site, travelling between locations to investigate and resolve hardware, connectivity and equipment issues.
• Respond to support requests through multiple channels, including ticketing systems, email, telephone and face-to-face interactions, providing clear communication and a customer-focused service.
• Work within agreed Service Level Agreements (SLAs), managing ticket priorities and response times to support timely incident resolution and maintain service standards.
• Assist with the installation, configuration and troubleshooting of end-user equipment and IT systems, escalating complex technical issues to the appropriate teams where necessary.
• Support the day-to-day reliability of IT services by investigating recurring faults, identifying potential causes and helping to reduce disruption to users and business operations.

Service Desk Analyst - Computershare - Remote

(2022-07 - 2023-09)

Contract

• Coordinated with internal teams to ensure customer inquiries were addressed in a timely manner
• Provided remote assistance to users, troubleshooting technical issues and guiding them through solutions to minimise disruption.
• Established and maintained SLAs to ensure customer inquiries were addressed in a timely and efficient manner
• Monitored and responded to customer inquiries via multiple channels, including email and phone.
• Logged, updated and maintained accurate records of incidents, service requests and troubleshooting steps within the service desk ticketing system
• Escalated complex or unresolved technical issues to the appropriate support teams ensuring clean handovers and effective follow-ups.

Information Technology Support Analyst 2nd line - Slater Heelis Solicitors - Manchester

(2022-02 - 2022-06)

Contract

• Troubleshooted and resolved complex technical issues with minimal downtime.
• Developed and maintained user documentation to ensure users can quickly access support resources.
• Collaborated with internal teams to ensure IT infrastructure meets business requirements.
• Installed and configured hardware and software for new users.
• Day to day monitoring via Service and Enterprise Management Tool.
• Responding to events relating to the entire infrastructure including major incidents relating to DII/F.
• Responsible for timely identification and report of all security events,
• Out of hours 1st and 2nd line support for heightened critical users.

IT Support Technician - Salvo Rondanini UK LTD - Manchester

(2021-03 - 2022-01)

Contract

• Sole charge of IT operations within the Manchester branch servicing IT users.
• trouble shooting and installing new systems from IT solutions to CCTV operations.
• Updated and maintained the company’s internal network infrastructure, resulting in improved network performance and reliability
• Implemented a system for inventory management and tracking of IT assets, resulting in improved asset management and cost savings
• Trained new users on the use of IT systems, resulting in improved user productivity

24 Hour IT Operations Centre Technician - Fujitsu - Bracknell

(2019-01 - 2021-01)

National Security Vetting - SC - (Security Clearance) and ESC (enhanced Security Clearance) DV

• Investigated and Resolved Technical Incidents across infrastructure and applications
• Performed assigned technical maintenance activities.
• Provided technical guidance to resolver groups and contributed to improving 1st Line troubleshooting scripts to reduce escalations.
• Supported service management reporting and identified opportunities for service improvement.
• Delivered ad-hoc technical support to OEHE Support and Delivery teams.
• ITIL-based service and incident management
• Windows Server 2008 and Microsoft Group Policy
• Citrix XenApp application support
• VMware ESX and vCentre
• SAN storage management, including NetApp
• Microsoft System Centre Operations Manager (SCOM) and Configuration Manager (SCCM)
• Fujitsu Primergy RX and BX server management
• Antivirus management and reporting

Cyber Security Student - ISO 27001 | BCS CISMP (CompTIA Security+ May) - Capslock (2024-09 - 2023-12)