I am currently an experienced IT analyst working for an IT consultancy in Leeds, United Kingdom. I provide 1st/2nd line support to a variety of customers across Windows 10/Windows Server 12/16, Office 365, Amazon WorkSpaces and a large variety of software. I support users down many channels (Phone/Email/Face to Face) to provide excellent support with excellent problem-solving skills. Have extensive experience with Active Directory, Azure AD for user accounts i am comfortable providing successful service analyst skills within my role. Dealing with P1-P4 incidents using ITIL principles i deal with issues in accordance with set SLA's.
Alongside service duties, I work on various projects with our customers. I write and implement Requests for Change requests, which outline the details of changes, technical implementation and roll back plans. I carry out these changes, documentation procedures and conclude successful/unsuccessful changes. I work on AWS and Office365 migrations, migration users’ profiles, accounts, mailboxes and archives to new systems, such as Okta/Egnyte.
I work with various Cloud services within AWS and currently studying to towards my AWS cloud practitioner certification. After this I will be aiming to achieve my solutions Architect associate. Conjunctively I am working towards my salesforce admin and Azure fundamentals certifications.