Administrator Field Services - Microland Ltd - Leeds
(2025-04)
- Key holder responsibilities
- One of few Systems Trainers for the RSM Account, within Microland
- Supporting RSM/Microland with the setup of ServiceNow
- Maintaining relations with new and existing staff - acting as a technology liaison, with super-user privileges, for the offshore Team in India
Technology Support Analyst - RSM UK - Leeds
(2024-10 - 2025-04)
Multi-site support across Leeds, Manchester and Hull, with 500+ staff. Handling a mix of 1st and 2nd Line, as well as Desktop Support. Provide a premium support service to all end-users.
- Working knowledge of Video Conference tools; MS Teams, IP Softphones and Logitech tablet
- Maintaining a relationship with key stakeholders such as Partners, Associates
- Coordinate projects, during the commissioning and decommissioning of offices
- Liaise with 3rd party vendors to resolve system outages, ensuring office is BAU
- Produce training modules and other technical documentation for new starters and knowledge
- Correctly logging and maintaining existing records, on Active Directory, MECM and InTune Systems, and Incident/Change Tickets
Service Desk Analyst - TPP Retail - Leeds
(2024-06 - 2024-10)
Proactively managing a heavy workload of tickets to support hardware used for retail operations; such as Barcode Scanners, Printers, HHT and Digital Signage.
- Ensuring all retail devices are fully compliant in regards to SW and Security, as well as client-set app policies and profiles
- Maintaining device compliance with MDM Solutions; SOTI and 42Gears
- Supporting end-users using MDM Platform, to maintain uptime in retail operations
- Ensuring all aspects of support is logged via Ticket System; Jira
- Most notable clients; B&M, Costco, Costcutter, Pets at Home and YO! Sushi
Sales Advisor - Plusnet - Leeds
(2023-11 - 2024-06)
- Provided a consistent level of customer service, unlocking a higher commission value
- Promoting companywide services, such as Internet, VoIP and Mobile
- Maintained personal commission value MTD
- Migrated existing business customers to a residential account
- Took ownership of product and system training
- Handled customer complaints of various levels of complexity
- Took ownership of B&B and Caravan sites, exploring upgrade options and contract term prices in bulk
- Delivered team briefing on multiple occasions
- Provided basic desktop support for new starters
- Managed a WFH Teams group for home workers, supporting new and existing technical issues
- Delivered the briefing of Contact Centre Automation Solution, 'Intradiem'
Technology Solutions Specialist - BaxterStorey - Leeds
(2023-04 - 2023-10)
Managing a high volume of BAU Projects around Telephony, Internet, EPOS and Digital Signage solutions. Proactively supported client needs and requirements, which also included ad-hoc requests.
- Group and 1-2-1 product and system training when required
- Designed and implemented training documents for best practice
- Use of bespoke software and hardware for two major EPOS solutions
- Worked closely with vendors to find best EPOS solution for the needs of the client
- Worked closely with the client in negotiating best possible Internet Connectivity for the requirement
- Team champion in troubleshooting issues around Digital Signage and Connectivity
- Safely filed and organised quotations and purchase orders for products and services
- Managed the North of England and Scotland territories, while supporting other areas when required
- Most notable vendors; MCR Systems, Kappture, Digital Messaging, NAK and Digital Space
- Most notable clients; Nissan Motoring, Very Group, Red Bull Racing, Mercedes, Siemens Energy, M&S, Scottish Government and Tottenham Hotspur FC
IT Administrator - FCC Environment - Doncaster
(2022-02 - 2022-12)
- Managed a Service Desk team, overlooking KPI's and providing feedback on outstanding tickets in ServiceNow ITSM Tool
- Managed company Android and iOS devices on SOTI MobiControl for a complete MDM Solution
- Handled software and hardware requests such as Android and iOS, as well as PC/Laptop orders, including replacement orders
- Managed the company's IT page on SharePoint, regularly sharing upcoming updates, and how to access hardware and software ordering portals. Creating video tutorials and adding a list of FAQ's
- Played a part in the development of in-house paperless system, including testing
- Conducted site surveys to assess Internet Connectivity at Waste Recycle Centres
Associate II - UST Global - Leeds
(2021-06 - 2022-01)
Technical Service Desk Analyst for Harrods Department Store. Handled a heavy workload of incident, change and problem requests, each with varied priorities.
- Regularly used Office365 and tools, such as Active Directory and Windows Server
- Proficient in FreshService ITSM and Chat tool
- Managed a busy workload in End-User support, ensuring Laptop and Mobile phones were set up for the assigned employee, and dispatched promptly via a Courier
- Designed and implemented systems training for new starters in the Service Desk Teams, ensuring routine collaboration with HR
- Attended weekly conference calls with the Service Delivery Manager and the Onsite Engineers from Harrods Knightsbridge store
- Maintained employee records of new starters, leavers, and change requests in Asset Management Tool, as well as Active Directory and 365 Admin
IT Officer - Leeds Community Healthcare - Leeds
(2021-03 - 2021-06)
- Ensured all field employees within the Trust had a fully functional Laptop, and required peripherals, ready before they visited a patient
- Managed a heavy workload of new setting up new Laptop and Mobile Phones, ensuring the latest Operating System was installed via an Image setup on the Network
- Ensured Asset Management Tool was proactively updated for a digital trail
- Managed NHS Mail accounts across the business
- Managed scheduled appointments for hardware collection and returns under company guidelines during the COVID Pandemic
- Supported the Field Engineers with the Windows 10 migration project
Technical Support Analyst - BigChange Ltd - Leeds
(2019-06 - 2021-03)
- Handled company switchboard, routing calls to relevant department and/or team member
- Built relationship with departments, such as Commercial, Professional Services, Tech and Installations
- Built trust and rapport with senior members within the clients, ensuring client satisfaction is maintained
- Supported the Onboarding Team of data migration to JobWatch CRM
- Supported the Tech Team with testing of Beta System, as well as the Mobile App on Android and iOS
- Supported the On-Call Team during busy periods
- Conducted systems training via a Webinar accessible to all clients
- Most notable clients; Gap Group and Elliot Group.
Samsung Support Technician - Partner Retail Services - Leeds
(2014-03 - 2019-06)
- Ensured TAT, NPS and Quality, within FoH, MoH and BoH operations were met
- Maintained ESD standards
- Kept up to date with latest bulletins on GSPN
- Proficient in processing Warranty and OOW Service Orders
- Processed SAW Requests for Head Office approvals
- Attended weekly conference calls, sharing best practice to other service centres
- Regularly updated Galaxy Diagnostics and other bespoke tools
- Conducted regular mock Audits to ensure official Audit was passed with high percentage
- Regularly provided Product Training to customers
- Interim In-Store Product Trainer for colleagues between two Support Centres, ensuring proactive engagement with Samsung Backstage and Academy
Senior Customer Consultant - Carphone Warehouse - Leeds
(2010-03 - 2014-03)
Maintained high Store Standards with cleanliness.
