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