Service Desk Analyst at Wavex Technology (2024-05 – Present)
Currently working for a 3rd party IT support company primarily focusing on Microsoft products.
- Lead the diagnosis and resolution of complex hardware, software, and network issues for a diverse portfolio of users across 20 distinct companies, each with unique infrastructures, applications, and operational needs
- Collaborated effectively both on-site and remotely, engaging with clients over the phone and in person, consistently managing and resolving support tickets in alignment with strict SLA targets
- Consistently exceeded SLA performance goals each month while taking on additional responsibilities, including executing out-of-hours work, overseeing system upgrades, and leading training initiatives to elevate team capabilities
- Proactively identified and capitalized on opportunities to enhance operational efficiency, developing and deploying multiple PowerShell scripts for remote execution that streamlined the resolution of common support tickets, significantly reducing closure time
Geolocation Data Analyst at GCHQ (2013-09 – 2019-11)
Due to the sensitive nature of my role at GCHQ the detail provided will be limited.
- Leading development of big data scripts used in dataset analysis
- Played a pivotal role in developing and standardising the ETL pipeline for big data, utilised by multiple applications, analysts and departments. This formed a year long initiative to enhance and streamline data pipelines across the organisation
- Performed extensive data manipulation and analysis on big data and large scale hadoop systems leveraging SQL Databases/tables and advanced excel macros/formulas
- Conducted in-depth analysis of various large datasets and data feeds using pig and python
- Participated in big data labs as the lead developer for my team and developed scripts in python to read in IP ranges and run them through multiple datasets to bring back results based on the scope put forward by the customer
- Subject matter expert for Geo IP analysis
- Collaborated cross functionally within a team to lead network analysis and corporate geolocation system efforts, providing subject-matter expertise
- Co-ordinated with multiple departments to draft a business case, engaging a third party research firm to deliver strategic insights aligned with department requirements
- Completed dataset analysis to assess the scope and accuracy on several large commercial datasets for use within the organisation
- Played an integral role in a team focused on analysing and mapping SQL injection on a network
- Held full accountability for ensuring data quality across various projects where accuracy was paramount due to the nature of the data. Often data had to be reformatted entirely from a raw form to data suitable for multiple applications
- Many projects utilised python and pandas to further improve data quality by enforcing a specific schema/validation script and removing incomplete data amongst other things which resulted in eliminating errors and improving data processing times. One of which improved downstream application performance by 40%
- Set up bulk loaded batches within pig using regex to first simplify and format what data was necessary to maintain high data quality throughout
3rd Line ERP Analyst at Origen Enterprises (2021-03 – 2021-09)
Integral member of a specialised team focusing on the day-to-day analysis, support and maintenance of the company's ERP system across multiple locations, ensuring seamless operations
- Took full ownership of complex issues, performing problem analysis to implement temporary and permanent solutions swiftly restoring service to the customer as soon as possible, minimising downtime
- Focused on resolving user challenges by writing customized reports from SQL tables to meet specific information requirements needed, managing user security updates and investigating and testing potential configuration changes of the ERP system
Application Support Technician at Yotta (2019-12 – 2020-08)
Integral member of a small team which manages the support of several types of asset management software for various councils and authorities.
- Subject matter expert in line of support covering topics such as password / connectivity issues to broader server and software issues. Demonstrating flexibility and adaptability within the role requiring deep knowledge of the bespoke software and infrastructure
- Worked closely with SQL databases as well as external databases via AWS within the Mayrise system effectively troubleshooting and problem solving
