IT Support Analyst
About Me
I am a motivated and adaptable individual who works well both independently and in a team. I’m always eager to learn new skills and take on new challenges. With experience across various industries and a degree in Information Technology, I bring versatility, strong communication, and a focus on delivering quality results. My professional journey has equipped me with a diverse skill set, allowing me to tackle various IT challenges effectively. I thrive in dynamic environments and enjoy collaborating with others to achieve common goals. My commitment to continuous learning drives me to stay updated with the latest technologies and best practices in the IT field.
Skills
Communication SkillsProject ManagementProblem SolvingPythonSQLAWSCustomer ServiceOrganizational SkillsInterpersonal SkillsLinuxJiraTroubleshootingTechnical SupportNetworkingTeam ManagementActive DirectoryTCP IPPhone SupportCommercial Awareness
Education
Bachelor's Honours Degree in Computer Science
Foundation Degree in Computing
BTEC in IT
Experience
Performed employee onboarding and off-boarding using Okta, including group management and access provisioning. Maintained up-to-date IT asset inventory, ensuring accurate tracking of devices across the organisation. Delivered desktop support to office-based users, addressing hardware and software issues promptly. Resolved user support requests both in-person and remotely, using ticketing systems to ensure timely response and resolution. Managed meeting room technology, including Logitech conferencing devices, and provided troubleshooting support during meetings. Set up and enrolled devices in MDM solutions such as Kandji, Hexnode and Mosyle, ensuring compliance with company policies.
Engage with users to troubleshoot problems and address their requests. Resolving issues related to network and internet connectivity, printer connections and users log-ins. Develop comprehensive knowledge base documentation to enhance self-service options and boost team efficiency company wide. Assisting with IT support for weekly company events. IT-ticket prioritisation based on the urgency considering the SLA to reduce the impact on users and the company. Building and Deploying Windows 10/11 using SCCM and Autopilot, Mac and IOS devices.
Assisting the business development team with sales, pre-tender technical specification and solution costing. Understanding customer’s requirement and designing a solutions for customer’s business requirement. Perform design, installation, configuration, deployment, administration and maintenance of high availability solutions that implement industry standard using On-premise technologies.
Interact with users to resolve issues and fulfill requests. Support office internal network – Including network including server patching. Troubleshooting network, Internet connectivity, printer connection and Log-in issues.
Hands-on experience with Virtual private cloud, security groups, EC2, ECS, S3, RDS, cloud watch. Communicating IT issues to non-technical end users.
Drawing up working Rota for my team of cashiers. Updated and maintained staff database information, ensuring accuracy and confidentiality. Providing face to face and phone advice to customers on product.