Lee Terence Taylor

I'm a hardworking individual who aims to deliver the best in anything that's put in my way and shows loyalty wherever I go. I also enjoy new challenges and love to learn new skills also and i would like to show people that i'm worth a lot and never let people down.

Service Desk - Skye Cloud - Dartford

(2025-10 - 2026-01)

Working within a MSP environment and supporting different companies with different platforms.

• Answer incoming call and logging tickets within a time period
• Booking onsite engineers to go on site to provide office support when needed
• Sending out equipment for the companies we supported for their new starters

Service Desk Support Analyst - Universal Music Group (UK) - Kings Cross

(2023-02 - 2025-06)

• Answer incoming Global Service Desk calls and chats while routing new incoming Service Desk tickets created via email
• Monitor unassigned ticket queue while also following up on assigned tickets in queue every 24 hours
• Develop and maintain a thorough working knowledge of in-house applications, computer hardware, Operating systems, on-line services and all other current technology used to support end users
• Edit and update Knowledge Base articles to better manage solutions, ticket routing, and ticket escalation
• Document issues and troubleshooting steps concisely in the ticketing system
• Follow up on open issues with escalation groups to provide updates to customers
• Interpret, analyse, research and resolve simple to moderately complex inquiries

IT Helpdesk Support - FNZ (UK) - Bishopsgate

(2021-12 - 2022-11)

Worked in a team of 10 & worked closely with SD manager and Head of IT

• Dealt with about 40 to 60 tickets a week supporting users worldwide
• Providing high quality and timely First Line Support to users through Helpdesk Software
• Desktop Deployment Services (preferably WDS)
• Active Directory Users & Groups management and Group policy
• Email systems including Exchange 2010; All user access for FNZ Internal bespoke applications
• All Corporate office systems including Printers, Faxes, IP Phone, Desktop/Laptops and Mobile Devices
• Asset Register Maintenance
• Proved basic training to new starters

IT Support - Tootbus - Wandsworth

(2021-07 - 2021-10)

Worked closely with the IT manager in a two man team

• Active Directory Users & Groups management and Group policy
• Providing high quality and timely to office members and people of the public
• Fixing card machines when they are not working
• Email systems including Exchange 2010
• Looking after printers

Customer Advisor - B&Q - Dartford

(2021-02 - 2021-06)

• Managing stock
• Setting up displays
• Making sure your store looks great
• Great customer service
• Dealing with returns and giving refunds
• Become a drivers mate later on in the role

Junior Service Desk Support - Hempsons - St Paul's

(2019-12 - 2020-03)

• 1st line support, prioritizing calls and Service request / Incident queue, escalating them only where necessary, ensuring that service levels are maintained
• Ensuring that each support call is dealt with promptly, efficiently and professionally
• Worked in a small team dealing with tickets from users in our offices in London, Newcastle and Leeds
• Entering issue details into the firm's Call Logging System ensuring timely resolution of problems within SLA, with attention to detail
• Providing telephone technical support to the firm's internal users of computer applications and hardware
• Supporting the New Starter & Leavers processes

Technical Support Engineer - The Future Laboratory - Shoreditch

(2018-01 - 2018-03)

• Provide 1st line support on Mac OS systems
• Set up & configure new users
• Administer access and permissions to file servers in open directory
• Enroll computers to the casper system
• Administer office 365 services and permissions
• Worked on High Sierra

Desktop Support Analyst - Hearst Magazines UK - Carnaby Street

(2017-07 - 2017-09)

• Provide 1st line support with users on Mac & Windows systems
• Worked in a small team dealing with tickets from England and America
• Set up & configure new users
• Administer access and permissions to file servers in open directory
• Enroll computers on the casper system
• Administer office 365 services and permissions
• Logging issues
• Responsible for tracking storage usage and monitoring housekeeping

IT Technician Coordinator - Princess Productions LTD - Bayswater

(2014-08 - 2017-06)

• Giving 1st & 2nd line support on Mac OS systems
• Working in a small team and closing around 60 tickets a week
• Desktop Installs
• Creating new starters
• Printer maintenance
• Consumable stock management
• Proved basic training to new starters
• Doing cabling in the office
• Looking after office phones installs

Receptionist - Manley Summers Recruitment & Training Services - London Bridge

(2010-06 - 2014-01)

• Taking calls and messages in busy times
• Providing a polite and courteous customer service to all visitors and students either face to face and on the telephone
• Undertake promotional activities
• Ensuring that electronic paper work was kept up to date for all students
• Ensuring that the reception area was tidy and had up to date info
• Invigilator for all NVQ & functional skills for learners young & old

7 GCSE - St Paul's Academy Abbeywood (2005-09 - 2010-05)

Training course - IT customer services care (2017)

Training course - Fire warden safety course (2017)

Training course - Fire warden safety course (2021)

Training course - Amsy Yosemite (2015)

NVQ - business admin Level 2 (2013)

NVQ - customer service level 2 (2012)

BTEC - award work skills level 1 (2011)