I'm an ICT professional with experience in 1st and 2nd line support, looking to transition into Software/Application Development. I'm dedicated to improving user experiences through effective requirement assessment and innovative solutions.
- Works well under pressure through methodical prioritisation
- Good at communicating to different technical competencies
- Acting in a considerate manner when faced with challenging situations
- Takes an active role in sharing ideas and opinions as part of a team
- Experienced writing reports and user guides of varying degrees of complexity
- Experienced in Change Management
- Follows Version Control best practices
- Python, C++
Since my contract expired at the Gloucestershire Constabulary, the typical 40 working hours have been spent learning Python and C++. Trying to gain as much understanding as possible about Software Development using online learning resources, building up a portfolio, and working on personal projects.
- Udemy Course – 100 days of Code: The Complete Python Pro Bootcamp for 2022
- Learnccp.com - Following the tutorials
- Personal Projects – Developing a rugby manager game in C++, a text to braille translator.
September 2021 – April 2022 Gloucestershire Constabulary Applications Analyst
Reporting to the Application Services Team Leader at the Gloucestershire Constabulary, providing 2nd line support to police officers and support staff across the county. By maintaining a portfolio of 3rd party applications. Involved in an ITSM improvement project to make the self-service portal and the analyst portal as user friendly as possible.
Key responsibilities
- To be responsible for a selection of 3rd party applications
- Administrator of the current ITSM, creating and maintaining the documentation for the ITSM and conducting department wide training for all ICT colleagues
- Continuous improvement of application delivery, creating software packages in PDQ and SCCM, server monitoring, automation of tasks where appropriate
- Working with the Change Manager to raise changes using the Constabulary’s internal ITIL based change process
- Acting as an escalation point for the business to 3rd party vendors
May 2021 – September 2021 Gloucestershire Constabulary ICT Support Technician
Reporting to the Service Desk Team Leader at the Gloucestershire Constabulary, providing 1st and 2nd line support to police officers and support staff across the county.
Key responsibilities
- To act a contact point for users and to assess their needs and offer advice
- To Triage incoming tickets to the relevant teams when necessary and to offer a 1st time fix where possible within the SLA
- Collaboratively improve the documentation used by the team and write new documentation where required
- To deploy and maintain software using SCCM
- To perform hardware repairs, reallocations and implementations where required
- Ensuring asset records remain accurate in the CMDB
May 2019 – May 2021 Gloucestershire County Council ICT Support Officer
Reporting to the ICT Operations Manager at Gloucestershire County Council, providing 1st and 2nd line support to 4500 colleagues in the local authority. Involved in Asset Management within the organisation and have worked on a number of large projects including the recent roll out of Windows10, an organisation wide kit refresh and the introduction of GovWiFi.
Key responsibilities
- To act as an escalation point for customers
- To liaise with third parties
- Collaboratively working with colleagues to troubleshoot and identify issues
- Champion the Covid19 ‘contact free’ collection process of peripherals to support home working for over 1500 colleagues
- To ensure documentation and training guides were kept up to date, relevant and user friendly
- To triage and respond to support requests in a timely manner according to the SLA set by the severity analysis
- To play an active part in auditing and issuing equipment in accordance to the Council’s asset management process
2016 – 2018 University of the West of England, Bristol Aerospace Engineering
Modules Include: Design, materials and manufacturing, Energy and thermodynamics, Engineering mathematics, Introduction to aeronautics, Stress and dynamics, Aircraft systems, avionics and control, Project management, Aero structures, Aerodynamics and flight
2015 – 2016 Gloucestershire College Access to Higher Education Chemistry, Higher Maths, Physics
2014 – 2015 GCSE Maths, GCSE English
Enthusiastic about long-distance cycling, I recently completed an exhilarating journey from Gloucester to Groningen Organise and play in a Touch Rugby Game Passionate about PC gaming and board games
References available on request.