Bio
As an IT professional with a 2:1 BSc (Hons) in Computer Games Development, I possess a strong passion and knowledge for various aspects of IT. Since 2020, I have been working as an IT technician, where I have demonstrated my ability to learn new skills and apply them effectively. For example, I used Microsoft Power Automate to create a flow that sends an email alert to the Finance office whenever I update a SharePoint list, which streamlines the workflow and enhances communication. I also developed websites using HTML5, CSS and JavaScript in my spare time, which received positive feedback from friends and family. In addition, I helped clients with various IT issues, such as network connectivity, software installation and hardware malfunction, which increased customer satisfaction and loyalty. I work well both in a team and individually, using my initiative and problem-solving skills to deliver high-quality results on time. I uphold honesty, integrity and respect in all my interactions, and I am keen to advance my career in a company that values these qualities and goals.
Work Experience
IT Technician
Dec 2020 - Present
Key Responsibilities
- Responsible for maintaining and optimizing over 1500 devices to enhance student learning experiences.
- Provided timely and effective customer service by responding to helpdesk requests and resolving issues related to lesson delivery.
- Improved operational efficiency by implementing Power Automate automation to streamline workflows and reduce manual tasks.
- Facilitated customer training on various organizational systems and platforms, such as Microsoft 365, SharePoint, Classroom Cloud and Clevertouch Interactive Displays to to promote knowledge sharing and skill development.
- Collaborated with team members in knowledge sharing and training sessions to foster a culture of continuous learning and improvement.
- In addition to the main technologies I have mentioned, I have also used the following tools in my previous projects: ManageEngine, Intune, Meraki, Sophos Central, Webscreen, and Command Line.
Bar Supervisor
Jan 2018 - Jan 2022
Key Responsibilities
- Supervised and trained a team of up to 11 staff, ensuring efficient operations and clear communication with leadership.
- Resolved technical issues with tills, card machines, printers, and network connections for seamless customer service.
- Maintained strict adherence to Health and Safety legislation and uniform policies.
- Set an example for attendance, punctuality, and preparedness, leading by example for the rest of the team.
- Optimized workflow and task delegation, maximizing productivity and resource utilization.
- Skillfully handled customer complaints in a professional and timely manner, resolving issues to everyone's satisfaction.
- Implemented operational and technical improvements that resulted in increased efficiency.
Desktop Support Engineer
Jul 2016 – Jul 2017
MJD NET.SOLUTIONS Ltd
Key Responsibilities
- Provided expert technical support and guidance to end-users on proprietary software, resulting in increased productivity and improved user satisfaction.
- Escalated complex service questions to the appropriate client representatives for swift resolution, ensuring minimal downtime and disruption to business operations.
- Thoroughly documented issues and generated insightful reports to capture common problems and error trends, enabling proactive problem-solving and prevention.
- Installed new desktop systems for Developers, Project Managers and Quality Assurance team members, ensuring seamless integration into existing IT infrastructure.
Quality Assurance Tester
Mar 2016 – Jul 2016
Key Responsibilities
- Conducted comprehensive usability testing on a range of platforms, including Windows, Android and IOS mobile devices.
- Managed defect tracking and prioritisation through JIRA, collaborating closely with the Development Team to ensure prompt resolution.
- Effectively communicated critical issues to Developers, providing detailed fault parameters and replicability information to facilitate swift rectification.