Feb 2015 - May 2018 St John University, Swansea IT Service Desk Analyst Outline Roported to the IT Service Desk Manager, | supported a diverse range of ond users including students, academics, university administrators, facilities, and security staft, Key Responsibilities + Delivered full IT support across Windows 7 and Windows Server environments + Ensured that all backups were carried out and all data was safe and secure + Porformed customer follow-ups to ensure IT issues were resolved to their satisfaction + Highlighted trends and recurring support issues and advised the Helpdesk Supervisor of probloms + Liaised with the Helpdesk Team and collaborated with the IT department to resolve university-wide issues + Performed troubleshooting of MS Office, Windows 7 and Windows Server 2008 issues Jun 2013 - Feb 2015, Acorn Inc, Swansea IT Support Technician Outline Utilised certifications and implemented methodologies to provide full T support and assistance on various IT upgrade projects Key Responsibilities + Delivered complete hardware and software support for desktop PCs and laptops + Performed hardware inetallations including configuring and rolling out upgrades + Upgraded existing IT infrastructure including the implementation of system security enhancements Dec 2010 - Jun 2013, MM Manufacturing, Swansea IT Desktop Support Engineer Outtine Reported directly to the IT Manager, | provided accurate and timely IT support, facilitating effective solutions that ensured systems worked at optimal levels. Jun 2008 - Dee 2010 Lala Legal, Swansea IT Support Technician Outline Provided Ist and 2nd line support for this busy office including the maintenance of desktops, laptops. smartphones, and peripherals. EDUCATION AML | Trainonline Cisco CENA | TrainOnline Cisco CCN | TrainOniine Cisco ASA Firewall | Tra1nOniine MCTIP Windows Server 2008 Enterprise Administrator | TrainOniine Checkpoint Firewall | T:3nOniine vmware VCP | TrainOniine Level 4 Diploma in ICT Systems and Principles | City and Guilds | Sep 2010 - Jun 200 Level 3 Diploma in ICT systems and Principles | City & Guilds | Sep 2008 - Jun 2009 BTEC National Certificate for IT Practitioners | Sw/ansea College | Sep 2006 - Jun 2008 Pagez