Current:

Senior Service Desk Engineer (Started 04/2022) (Ultima Business Solutions)

• Answering calls and responded to emails from customers who had issues or requests. I then troubleshoot and implement solutions and action requests remotely or I escalate it to an appropriate team with all the necessary details on the ticket, on a system called ServiceNow.

• Diffused challenging situations using conflict management techniques.

• Performed several 2nd line tasks while helping customers with their issues. Such as advanced troubleshooting methods, using enhanced tools and implementing refined solutions. Applying different strategies and noting down the effectiveness of each method.

• Providing support to my colleagues, communicating with different teams and putting forward ideas to the desk, seeing which proposals would be beneficial.

• Communicating with incident managers, managing escalations, performing managerial duties and supervising the team. Sometimes when the manager was away, I would perform extra duties such as completing reports, communicating with other managers and attending necessary meetings.

• Updating the Knowledge Base with new processes, and details or replacing out-of-date information. The frequency of this procedure would depend on how often the articles needed to be improved.

• I have experience working with: Bright Pattern, ServiceNow, Imprivata, Active Directory (2012-16), Azure AD, Mimecast, Lansweeper, Exchange Management Console (2010), Exchange Admin Centre, SCCM, SecurEnvoy, Citrix & PAM (Privileged Access Management).

Past:

Delivery Rider (07/2020 - 04/2022) (Uber Eats)

• Maintained a clean, smart personal appearance, effectively upholding a professional brand image.

• Planned delivery routes effectively, minimising customer delays and ensuring piping hot food on arrival.

• Checked notes on delivery orders to ensure specific customer requirements were met exactly.

• Used exceptional planning to prepare and deliver high-volume takeaway orders within assigned timeframes.

• Interacted with clients in a friendly and professional manner, upholding company standards.

• Resolved disputes with customers by mitigating the situation and coming to an agreement in case of difficulty.

Certifications

• I have achieved the AZ-900 certification - Click here to view it!

• I have also achieved the MS-900 certification - Click here to view it! (Currently valid)

• I have obtained a Level 3 Apprenticeship Certificate for an Information Communications Technician (Support Technician) - Click here to view it!