Technical Support Analyst - Dotomize LTD - London, UK (Remote)
(2025-01)
Providing technical support for a SolarWinds monitoring environment, focusing on incident resolution, system performance, and improving service reliability.
- Configured SolarWinds alerts, dashboards, and reports to support monitoring and incident response
- Reduced alert noise and improved monitoring efficiency through threshold tuning
- Supported platform upgrades and improvements to maintain system performance
- Supported patching and updates across monitoring infrastructure, ensuring stability and security compliance
- Troubleshot monitoring issues, including agent communication and system availability
- Investigated and resolved system outages and performance issues impacting services
- Created and maintained technical documentation and knowledge base articles
- Used SWQL for querying and reporting to support issue analysis
- Managed incidents, requests, and changes via ServiceNow, ensuring timely resolution
Technical Analyst - Hexaware - Birmingham, UK (Hybrid)
(2024-01 - 2025-01)
Delivered 1st and 2nd line technical support to a global user base within a fast-paced, SLA-driven environment, resolving infrastructure, application, and access-related issues.
- Provided end-to-end ticket management via ServiceNow, ensuring SLA compliance and clear communication
- Troubleshot Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint) and resolved access issues
- Supported Windows authentication issues, including Windows Hello, MFA, and Azure (Entra ID) access
- Supported Intune/SCCM-managed devices, including application deployment and endpoint issues
- Managed hardware and endpoint issues, including laptops, docking stations, and peripherals
- Supported enterprise applications including SAP (SuccessFactors, Concur, Fiori, ProArc)
- Diagnosed file system and storage issues, including drive mapping and disk usage
- Delivered remote support using BeyondTrust
Service Desk Analyst - Wesleyan - Birmingham, UK (Hybrid)
(2023-01 - 2024-01)
Provided 1st and 2nd line support in a high-volume service desk environment, supporting Microsoft 365, Windows devices, and end users, ensuring efficient resolution of incidents within SLA.
- Diagnosed and resolved network printing issues, including printer connectivity, print queues, driver installation, and user access permissions
- Supported Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint), resolving email and access issues
- Administered Active Directory accounts, including provisioning, permissions, password resets, and MFA
- Built, configured, and deployed Windows 10/11 devices using Microsoft Intune, including device provisioning, application deployment, endpoint configuration, and troubleshooting
- Performed onboarding and offboarding (JML), including device setup and access provisioning
- Diagnosed and resolved connectivity issues including VPN, Wi-Fi, DNS, and DHCP
- Provided desk-side and walk-up support for hardware, software, printer, and connectivity issues, supporting laptops, mobile devices, docking stations, monitors, and peripherals
- Logged, prioritised, and resolved incidents using Avanti Service Manager in an SLA-driven environment
- Created knowledge base articles and documentation to improve team efficiency and first-time fix rates
- Delivered strong customer service, managing user expectations and ensuring clear communication throughout
Technical Support Analyst - Dotomize LTD - London, UK (Remote)
(2021-01 - 2023-01)
Supported multiple client environments, focusing on SolarWinds implementation, monitoring setup, and infrastructure visibility across varied server estates.
- Supported SolarWinds implementations and monitoring environments across multiple clients
- Deployed SolarWinds and configured alerts, nodes, and dashboards
- Delivered custom dashboards and reporting solutions
- Performed health checks and issue resolution using Thwack and ServiceNow
- Contributed to projects including RBAC solutions, Zero Trust research, and network discovery
Escalated Complaints Handler – Business - NatWest Group - Birmingham, UK
(2016-01 - 2021-01)
- Managed high-volume caseloads, resolving complex complaints within SLA
- Investigated and resolved online system access issues (login, authentication, user errors)
- Assessed financial claims and delivered fair, accurate resolutions
- Produced clear written responses outlining investigations and outcomes
Debt Management Consultant – Personal - Royal Bank of Scotland Group - Birmingham, UK
(2014-01 - 2016-01)
- Supported customers in financial difficulty with tailored repayment solutions
- Assessed income and expenditure to ensure affordable payment plans
- Maintained compliance with financial regulations and internal policies
