Nitesh Narotam

As an experienced Technical Support Analyst with 12 years of commercial experience in blue-chip, private sector IT service management organizations, I possess extensive exposure and experience across a broad range of technologies. Throughout my career, I have established myself as a resourceful, hard-working, and motivated achiever, consistently delivering a high percentage of first-time fixes and efficiently resolving a large volume of tickets on a daily basis. My exceptional interpersonal skills enable me to fluently speak both the language of people and technology, allowing me to effectively interact with customers, technical and engineering teams alike.

As a result, I have built a successful track record of blending technical expertise with exceptional communication skills to deliver outstanding results. As a capable organizer, I am quick to familiarize myself with the latest technologies and industry developments, demonstrating a logical and analytical approach to solving complex problems and issues. I am focused on efficiency and always work within set deadlines while maintaining the highest standards of quality.

Technology Experience Technician - Lendlease

(2024-09)

FTC Contract 1 Year. End user computing, assisting users with BAU and day to day incidents implementing of new ways of working and adhering to safe working practices.

• Ticket Escalation: Escalate issues to appropriate managers or teams.
• Hands-on Support: Main contact for hardware, software, and workplace tech support.
• Training and Best Practices: Train construction site staff on tech best practices.
• Knowledge Base Development: Create articles for construction/software processes.
• Technical Support: Provide Level 1 & 2 virtual and face-to-face support.
• Ticket Resolution: Resolve tickets using service management tools.
• Incident Logging: Accurately log requests and incidents.
• AV Support: Support AV equipment and meeting rooms.
• Collaboration: Work with service providers and product owners to fix issues.
• Compliance: Adhere to company and digital workplace policies.
• Hardware Management: Manage and maintain employee hardware.

IT Support Analyst - BPL/Kedrion - Elstree, UK

(2023-08 - 2024-04)

Contract role tasked to assist with tenant-to-tenant migration Focussing initially on iPhone and Android device and assisting user ad hoc with migration issues pertaining to laptop and passwords.

• Test devices both Android and iPhone prior to migration.
• Speak with multiple parties involved for rights and accounts to assist with migration.
• Create backup plan for both Android and iPhone.
• Migrate Android and iPhone devices.
• Troubleshoot devices and rectify issues before and after migration.
• Liaise with executives and configure their devices accordingly.
• Ensure device is fully functional before advising users to collect their device.
• Assisting users with outlook profile issues and general IT queries.

IT Support Specialist - IBM - EMEA region

(2019-05 - 2023-06)

To provide support to the EMEA region within IBM. Ensure calls are taken within the specified time frames. Manage tickets seeking to resolve issues quickly and efficiently. Attend meetings and trainings as required. Ensure service desk calls are responded to and categorised correctly.

• Providing IT support to IBM colleagues globally
• Providing Desktop and app support via chats and calls
• Remotely providing support using Quick assist/Webex
• Setting users up on Windows 10/11 so that they are correctly joined to the IBM's Azure Domain
• Troubleshooting MS Office issues
• Troubleshooting general laptop issues such as Audio, Driver, Update and Performance issues.
• Helping users resolved email issues (Lotus notes, Outlook, IBM Verse)
• Providing users support with Network issues such as not being able to connect to the Wifi or IBM VPN
• Troubleshooting Microsoft Intune relates issues such as user sync issues; Azure Domain Join related issues; Office 365 related issues
• Supporting users with hardware related issues
• Escalating cases to specialist teams when required and then doing follow-ups with the users.
• Managing tickets through ServiceNow.

1st Line Support Analyst - General Dental Council - London and Croydon

(2014-03 - 2016-12)

Manage tickets seeking to resolve issues quickly and efficiently. Attend meetings and trainings as required. Act as a technical resource to ensure customer services are operational within the specified SLA. Provide timely, quality responses to customer inquiries and proactive communications as needed. Supporting 350+ users over 5 sites based in central London and Croydon.

• Support and troubleshoot all Desktops, Laptops, Networking (Wired and Wireless), Printers, Scanners, Applications and mobile devices throughout the business
• Creation and administration of users' logons, mailboxes, telephone extensions, provision of hardware (laptops, tablets, mobile devices)
• Administration of logon account security
• Assist users with office related queries.
• Patching and relocation of CAT6 cabling in accordance with various office moves; assists IT team with relocation of various IT equipment.
• Support remote workers, escalates issues when necessary.
• Assist with Dynamics (CRM), Quickbix/Xperido document generation and SharePoint related issues.
• Responsible in the build and delivery/deployment on PCs, laptops, phones, mobile devices using appropriate tools.
• Responsibility in asset management through the service desk of GDC IT equipment, e.g., Laptops, Mobile devices etc

2nd Line Support Analyst - General Dental Council - London and Croydon

(2016-01 - 2017-12)

• Ensure service desk calls are responded to and categorised correctly, covering when 1st Line when unavailable.
• Administration of user logons, mailboxes, telephone extensions, provision of hardware (laptops, mobile phones, tablets)
• Assist users with Microsoft Office 2016 related queries.
• Assist with Dynamics (CRM), XperiDo and SharePoint related issues.
• Mentor 1st Liners and give guidance and help when required.
• Point of escalation for 1st liners
• Creation of user related documentation i.e., User guides and procedures

1st 2nd Line Database Support Analyst - General Dental Council - London and Croydon

(2017-01 - 2018-12)

• Administer Microsoft Dynamics CRM including security roles, team membership.
• Providing application support to internal customers via email and phone for Dynamics CRM, reporting and for Dynamics CRM add-ins.