A workaholic by nature, I always aim to be proactive in the workplace. Keeping busy with meaningful tasks and providing support in every department that I have access to is what drives me to learn more on the job. Curren…
A workaholic by nature, I always aim to be proactive in the workplace. Keeping busy with meaningful tasks and providing support in every department that I have access to is what drives me to learn more on the job. Currently working as a senior reporting analyst, I have picked up many skills in terms of communication, customer service, IT and managerial. I have hands on experience in different aspects of the ITIL environment but find I constantly need to challenge myself with more than what is asked of me.
<p>Utilising Power BI to create dashboards, reports, and scorecards.<br>
Produced and maintain a Power BI app which supports all reports created.<br>
Utilising Power Automate to reduce manual input and increase overall productivity of the team.<br>
Utilising Power Automate to schedule Outlook emails to distribution lists for ad-hoc reports.<br>
Reporting for inbound and outbound call statistics using AWS Connect and Verizon’s Virtual Contact Centre.<br>
ServiceNow ITSM tool reporting – creating dashboards and scheduling refined reports.<br>
Creating Service Review packs for vendors and leading the service review meeting as chair.<br>
Creating IT Leadership reports for monthly internal reviews.<br>
Creation of a process document, terms of reference and standard operating procedures for the role.<br>
Maintenance of a Kanban for the reporting team.<br>
Reporting against Incident management, Request management, Problem management, Change management, SLA breaches, vendor performance, service transition, first line call handling, security incidents, contracts & licensing.<br>
Supporting in ad-hoc queries and the wider team in reporting.<br>
Identifying trends to support other areas of the IS RUN department and missing data fields within ITSM tools to improve the overall service.</p>
<p>Taking the role of manager when the Service Desk Manager is unavailable.<br>
Attending meetings in place of the Manager.<br>
Lead role over knowledge management within IS.<br>
Customer Satisfaction Track Lead.<br>
Providing training for new members of the Service Desk.<br>
Utilising Power BI to create a report that is maintained weekly to present Service Desk statistics to stakeholders.<br>
Foundational scripting skills used to create simple PowerShell scripts for locating AD details, unlocking accounts, and installing files.<br>
Participation in QA testing for ServiceNow and liaised with 3rd party Vendors such as Vodafone, BT and Verizon when setting up e-bonding.<br>
Managed the shift rota for Service Desk agents and designated tasks for agents to complete.<br>
Managed incident and request queues.<br>
Managed the Service Desk .box, knowledge management .box and RSA .box.</p>
<p>Experience with ZenDesk and BackOffice for handling tickets.<br>
Providing support via a Live Support chat and inbound/outbound calling.<br>
Identifying forged documentation.<br>
Familiarity with documentation from different countries.<br>
Understanding of Gambling UK policies.<br>
Exposure to AML.</p>
<p>Used ServiceNow as an ITSM tool to log, manage and assign tickets.<br>
Liaised with HP & Microsoft (3rd party Vendor) to have devices fixed in a timely manner.<br>
Imaged devices with Windows 10 on HP tablets for field users and Lenovo laptops for office users.<br>
Fulfilled service requests including installations, updates, and removal of software.<br>
Troubleshooting software issues via phone & web tickets.<br>
RSA Token Deployment for Check Point VPN/remote network access.<br>
Handled inbound calls & made outbound calls to support IT incidents.<br>
Remoted onto end user devices through an application called BOMGAR.<br>
Supported work iPhones for company applications.<br>
Supported general Office products such as MS Outlook, Excel, and Word.<br>
Performed password resets for Active Directory, SAP, and other similar systems.<br>
Familiarity with Apollo Agent and Check Point VPN.<br>
Experience in an ITIL environment.</p>
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