James Wesley
Perth
Summary
Experienced with providing comprehensive IT support to end-users. Utilizes adept troubleshooting skills to resolve technical issues promptly and efficiently. Strong understanding of customer service and effective communication, ensuring user satisfaction and operational continuity. Passionate and motivated to learn, grow, and develop professionally within the IT and customer service sector.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
Halton Housing
10.2022 - Current
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
- Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to end-user's.
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to user's workflows.
- Developed knowledge base materials to facilitate self-service options, reducing overall ticket volume and allowing the team to focus on critical issues.
- Used ticketing systems to manage and process support actions and requests.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
Work Planner
Halton Housing
10.2017 - 10.2022
- Ensured accurate documentation of all project details, maintaining comprehensive records for future reference or audits.
- Safeguarded company assets by adhering to budget constraints while allocating resources effectively across various projects.
- Strengthened team collaboration, facilitating cross-functional meetings for efficient problem-solving and decision-making.
- Increased customer satisfaction with thorough planning of work processes, resulting in improved service quality.
- Created material requisitions for third-party processing.
- Communicated and coordinated with third-party suppliers.
- Optimized workflow through consistent evaluation and adjustment of task priorities according to changing requirements.
Plantation Shutters & Blinds Fitter
Perfect Shutters
02.2016 - 09.2017
- Followed safe work practices, which included fall protection and personal protective equipment.
- Increased workplace safety by adhering to strict guidelines and protocols during daily operations.
- Applied strong problem-solving skills to address unexpected challenges that arose during the fitting process.
- Improved overall project completion time through proficient use of hand tools and power tools.
- Coordinated movement of materials and equipment to job sites.
- Maintained energy and enthusiasm in a fast-paced environment.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
Education
A-Levels - Music Technology
Gateacre Comprehensive
Liverpool, United Kingdom07-2011
GCSE's -
Gateacre Comprehensive
Liverpool, United Kingdom07-2010
Skills
- Ticketing system proficiency
- ITIL framework
- Service desk experience
- Customer service
- Windows 11
- Office 365 Admin Center
- Sharepoint & Sharepoint admin
- Active Directory
- Hardware & software troubleshooting
- Problem-Solving
- Decision-Making
- Excellent Communication
Certification
02/2023
ITIL Foundation Certificate in IT Service Management
Timeline
IT Service Desk Analyst
Halton Housing
10.2022 - Current
Work Planner
Halton Housing
10.2017 - 10.2022
Plantation Shutters & Blinds Fitter
Perfect Shutters
02.2016 - 09.2017
A-Levels - Music Technology
Gateacre Comprehensive
GCSE's -
Gateacre Comprehensive
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