SAMANTHA JOHNS ITSUPPORT ANALYST @ Swansea (DOTITTTTITIT |S camantha@samanthajohns.com PROFESSIONAL PROFILE Accomplished IT Support Analyst with a background in Ist and 2nd line IT support provision ‘across public and private sector organisations, alongside extensive project experience. With broad ranging IT support experience coupled with a robust understanding of IT infrastructure environment within large organisations, | confidently deliver support solutions that ensure optimal levels of IT service performance and swift resolution of issues and queries Highly qualified with numerous Cisco and Microsoft certifications, | possess a deep technical knowledge across business systems including hardware, software, networking and change methodology, CORE SKILLS. + Software/hardware troubleshooting + Server performance management + Cisco CCNA, CCNP and ITIL certified + Firewall and IT security management + MCTIP Windows Server qualified + On-site and remote support + Working to SLAs + Infrastructure project support + Windows environments Call log management CAREER SUMMARY May 2018 - Present HOM Inc, Swansea IT Helpdesk Analyst Outline Reporting to the UK IT Manager, providing Ist and 2nd line IT support for 100 internal company, Users at the Swansea office, supporting ongoing IT change projects. key Responsibilities + Identify user issues, diagnosing probloms and delivering workable solutions via phone, email, oF face-to-face desktop support + Ensure that all user issues are resolved within the agreed service level time frames + Exceed end user expectations by providing professional custorner service and rapport building + Oversee the installation of hardware and software Including printers, PCs, and OSs + Troubleshoot network issues and ensure that network performance remains optimal + Manage access and assign appropriate permissions to ensure the security of information + Support a range of devices from laptops and desktops to printers end smartphones + Troubleshoot software including Microsoft Office Suites, Active Directory, Windows 7, Windows Exchange 2010, and Windows Server 2008 + Accurately maintain call logs for communication, audit purposes and process improvernents + Provide regular reports to the business and communicate with key stakeholders Key Achievements + Successfully project managed a relocation program of 20 staff members. + Resolved 96% of IT issues within SLA time frames. Page!