Service Desk Team Leader - Synextra LTD - Warrington
(2023-05)
- Managed end-to-end ticket workflow within the Service desk, ensuring efficient assignment to engineers.
- Monitored key performance metrics including first response and average response times, SLA adherence, and customer satisfaction/reviews.
- Successfully led and mentored a diverse team, ranging from inexperienced apprentices to skilled 2nd line MSP engineers seeking career advancement in the sector.
- Supported team in enhancing troubleshooting skills for complex issues including VMware, Azure, Citrix, NetApp, Cisco Routers & Switches, Fortinet Firewalls and VoIP.
- Created and implemented efficient internal processes to optimize the support team's performance such as On Call Daily Debriefs and Huddle Debriefs.
- Provided valuable assistance in resolving customer escalations.
- Provided support and guidance to 1st/2nd line Technicians in ticket escalation within the internal team.
- Conduct regular performance reviews and 121's to discuss targets and enhance customer service quality.
- Facilitated daily huddle sessions across the support desk to discuss SLA violations and imminent deadlines.
- Retrieved details from numerous services for monthly SPLA reporting including VMware, VSAN, NetApp, Veeam, RD Cals, On-Prem Citrix licensing and Citrix Cloud licensing.
Cloud Engineer - Synextra LTD - Warrington
(2022-05 - 2023-05)
- Provided end user support for a diverse range of companies utilizing various software/applications.
- Managed troubleshooting of hardware and software issues while overseeing installations and management of software applications.
- Worked on the ticket desk ensuring response and resolution were swift.
- Developed fundamental knowledge of all products used, primarily VMware, Citrix, Windows and Azure.
- Responded to alerts for both networking and server resources to prevent potential issues and alert customers of any ongoing problems. This was done using Logic Monitor and SNMPC.
- Performed basic diagnosis and triaged any networking problems identified from monitoring on managed Cisco routers / switches and Fortinet UTM firewalls.
- Ensured all Firewalls across all clients were operating on the latest stable firmware – this included performing emergency changes when any CVEs were released. The upgrade process included HA firewalls.
IT Help Desk Analyst - The Config Team - Skelmersdale
(2022-03 - 2022-05)
- Responsibilities included monitoring the inbox, assigning SAP related tickets to consultants, and supporting internal IT ticket resolutions.
Apprentice – L3 Infrastructure Technician - Computer Troubleshooters - Merseyside
(2020-10 - 2022-03)
- Learned on-the-job to provide computer help desk services and resolved customer issues effectively.
- Demonstrated expertise in managing Office 365, Active Directory, servers, and remotely assisting customers with their needs.
- Managed hardware configuration on occasion.
- Contributed significantly during the apprenticeship, exceeding expectations and receiving an opportunity for permanent employment.
Customer Advisor - Jones Bootmakers - Liverpool One
(2019-07 - 2019-11)
- Welcomed and advised customers while providing exceptional service.
Sales Assistant - TJ Hughes - Liverpool
- Welcomed and served customers professionally and politely.
Receptionist/Cashier - Sunshine Beauty Salon - Liverpool
- Ensured customer satisfaction and upheld shop cleanliness standards.
- Responsible for opening and closing the store on weekends as a key holder.
