Apr 2024 – Oct 2024 · 6 mos · Hatfield, England, United Kingdom · Hybrid

Jul 2023 – Apr 2024 · 9 mos

Oct 2017 – Jul 2023 · 5 yrs 9 mos

Mar 2017 – Oct 2017 · 7 mos · United Kingdom

• providing IT support across a diverse customer base within multiple Amazon and subsidiary sites throughout the UK.

Feb 2017 – Mar 2017 · 1 mo · Cambridge

• Temp IT Support role

Feb 2016 – Dec 2016 · 10 mos · Greater Cambridge Area

• Management and advancement of the day to day operations Technology Infrastructure establishment ensuring that continuous improvement of an effective, efficient and best value Technology service is provided
• Providing high quality technical support and advancement function for all Infrastructure (network, servers, office systems, PCs and software), company wide network topology, remote and worldwide service presentation and connectivity, telephony, communication and collaboration tools RSC wide.
• Ensuring the infrastructure, data and services are best secured from internal and external threats and that all privileges and security services are managed. Ensuring that all security breaches are investigated. Maintaining a complete, current and accurate set of records detailing all areas of Technology infrastructure security, data and services.
• Perform advanced technical troubleshooting and give consultation and advice to development teams where performance improvements or security enhancements are recommended. Monitor and follow up upon recommendations
• Creating cost effective capacity plans by assessing service demands, translating service demands into technology plans and communicating the impact of those plans on service costs. Ensure that customer expectations are managed and packages of work delivered working within a framework of the business calendar of users and customers.
• Carry out regular cyclical disaster recovery testing, recording outcomes and making recommendations for improvements
• Develop, implement and maintain policies and procedures for ensuring the security, integrity, performance and availability of service and solution deployments to enhance customer and task delivery expectations
• Responsible for ensuring the Infrastructure Team design, implement, maintain and test backup and restore strategies, procedures and contingency plans for all systems, data and components to ensure ICT services are restored in a timely fashion in the case of a disaster.

Aug 2013 – Feb 2015 · 1 yr 6 mos

• My duties at the Royal Society of Chemistry includes:
• Providing both first and second line support to both internal and external customers ensuring that SLAs and team objectives are met.
• Answering queries from customers either in person or on the phone ensuring that any issues are dealt with to the best of my ability
• Assisting and coordinating with other members of the ICT department to help resolve customer issues.
• Being a present and reachable first point of contact for any customers experiencing ICT related issues in our UK office as well as providing global support to our worldwide locations.
• Using SCSM as a tool of maintaining a call queue.
• Participating as a team player and assisting a project manager in group projects through education, obtaining great communication skills within a team and organisation skill throughout.

Feb 2015 – Feb 2016 · 1 yr · All over

• Took a year off to travel South America, NZ and SE Asia.

Sep 2010 – Jun 2011 · 9 mos · Chelmsford, England, United Kingdom

• Checkout Operator – Serving customers at the checkouts, dealing with money and the interaction with customers, On occasions dealing with kiosk and phone calls to the checkouts and making over speaker announcements.
• Checkout Supervisor – Dealing with customer problems, refunds and complaints. Also dealing with phone calls and over speaker announcements. Overriding colleague transactions and dealing with the closing of the shop.