IT Service Desk Analyst & Soc Analyst - 24/7

Customer And Client Support SpecialistAug 2022 - Feb 2025

Brussel Lake Paragon

Efficiently handle office and project tickets. Address customer inquiries via voice calls, live chats, email, and social media. Facilitate onboarding of new members. Take ownership of issue resolution. Resolve customer complaints. Process orders, forms, applications, and client requests. Perform general administrative tasks. Proactively identify patterns in client needs and frustrations. Log and manage client complaints. Collaborate with team members

Customer Itil Specialist & Change AnalystMay 2022 - Aug 2022

Brussel Lake Paragon

Support the ongoing design, documentation, and improvement of ITIL processes. Provide guidance and direction to IT colleagues. Build strong client relationships. Lead the creation of ITIL-aligned processes and procedures. Oversight of the whole changement management process. Administration of the Smart IT CAB meetings. Assisting in the embedding of the change process

Configuration And Customer Executive SupportMar 2021 - May 2022

Brussel Lake Paragon (Paddington)

Working alongside the risk and compliance team. Re-engineering existing business processes. Assisting with the implementation of risk management and audit controls on projects. Building Smarts information assets. Responsible for the workflow and record-keeping of electronic or hard copy documents. Carried out detailed audits. Developed and implemented processes related to document control and management. Maintaining the information security management system

Customer It Asset & Configuration Management AnalystAug 2020 - Mar 2021

Foreign Commonwealth Office (Westminster)

Regularly audit, improve, and deploy procedures and working instructions. Manage the service delivery quality. Trusted advisor for the customer. Understands customer requirements. Build solid relationships with key stakeholders. Develop and promote the value of Asset and configuration management policies. Review and maintain CMDB. Identify the best use through auditing of database and hardware. Manage and maintain the life cycle of devices

Business And Change AnalystSep 2019 - Mar 2021

Foreign Commonwealth Office (Westminster)

Assisting and providing support to stakeholders. Maintaining records of processes and projects. Document analysis. Identifying business trends. Partnering with project managers. Supporting the business change lead. Managing stakeholders. Build and maintain strong relationships with internal and external stakeholders. Work collaboratively with all operational business groups. Execute safety responsibilities

It Service Desk Analyst & Soc Analyst - 24/7Feb 2017 - Present

Foreign Commonwealth Office (Westminster)

First point of contact for IT support-related queries. Logging incidents and service requests. Troubleshooting technical queries. Monitoring IT security systems. Assisting users by phone, email, or remote access

Service Desk And Account Management AnalystSep 2016 -

Reed Business (Sutton)

Knowledge of Active Directory and Exchange. Providing access and account creation within AD. Updating and maintaining access & distro lists. Working with Citrix. Creating user accounts and resetting passwords

It Service Desk AnalystSep 2015 - Aug 2016

Catalyst Housing (Ealing)

Single point of contact for phone calls and emails from staff regarding IT issues and queries. Receiving, logging, and managing calls from internal staff via telephone and email. Maintaining an Asset Database and tracking changes. 1st line support - troubleshooting of IT-related problems. Dealing with VMware and office 365

Customer Service OfficerSep 2014 - Aug 2015

Catalyst Housing (Ealing)

Raising repairs and booking appointments. Reporting ASB cases. Dealing with complaints and queries. First point of contact for tenants. Taking 25-40 calls a day and replying to emails. Managing needs and exceeding customer expectations. Liaising with other departments

Online Production AssistantJun 2011 - Aug 2014

Incisive Media (Soho)

Video editing and filming interviews. Dealing with clients and admin duties. Liaising with contributors and uploading articles. Providing reports using google analytics. Reviewing Web trends weekly. Working on CMS to update articles

Sales AdvisorMay 2007 - May 2011

Hobbs (Westfield Branch)

Passionate about training and development. Providing excellent customer focus. Achieve goals, personally and professionally

Sales AssistantNov 2005 -

Barratt Shoes (Brent Cross)

Maintaining excellent service. Maximise sale potential and achieve targets. Providing exceptional service

Ba (Hons) Media And Culture And Sociology (2:2)2007

Roehampton University

Btec National Diploma In Media (Distinction)2006

Hackney Community College

Gnvq Intermediate Studies (Pass)2004

Harrow Weald College

9 Gcses1999

Hendon School