Adam Summers
Newcastle Upon Tyne,Tyne and Wear
Summary
I am a driven and self motivated individual who has over 5 years experience at IT Service Desk level.
I have strong skills in problem identification and solving using systems including but not limited to Windows OS, Microsoft 365, Active Directory, Azure Cloud Services, Intune Cloud Services and Mass360remote device management as well as hardware and EUC devices across both COLD and BOYD.
I have passed ITIL level 4 certificate have extensive experience with ticket management systems such as service now and Ivanti. Using these I am able to accurately categorise, prioritise and escalate incidents, request and change items as needed.
I have excellent customer service skills helping both staff and clients from all walks of life with IT queries and process’s.
I have a fully UK drivers license and am comfortable travelling for site visits around the UK and abroad if the opportunity arises.
Overview
12
12
years of professional experience
31
31
years of post-secondary education
1
1
Certification
Work history
IT Service Desk Analyst
RBC Brewin Dolphin
Newcastle upon Tyne
2023.11 - 2026.03
- Provide Tier 1 and Tier 2 technical support for front and back-office users, including investment and financial planning managers, business support analysts and traders in a fast-paced financial environment.
- Provide support to a VIP user base including staff grade 5 and above ensuring queries are dealt with in a prompt and professional manner.
- Deliver expert support for Microsoft Office suite (Excel, Outlook, Word, PowerPoint, Teams).
- Support financial applications such as Bloomberg, Refinitiv Workspace and in-house client management systems.
- Support mobile and remote access solutions including VPN, Citrix, and MDM platforms.
- Perform user account administration (Active Directory, Exchange), access control, and onboarding/offboarding processes with strict adherence to compliance and security policies.
- Manage incidents and service requests using ServiceNow, ensuring resolution within defined SLAs.
- Deliver real-time support to trading desks, minimizing downtime and mitigating operational risk during critical market hours.
- Document resolutions and contribute to the internal knowledge base to drive first-time fix rates and self-service adoption.
- Collaborate with infrastructure, cybersecurity and application support teams to escalate and resolve complex issues.
IT Operations Centre Analyst
Equans
Newcastle upon Tyne
2022.11 - 2023.11
- Apply security updates to critical servers across the company estate within agreed time frame.
- Carry out estate wide checks on early shifts to monitor and report on connection stability at key sites and service availability on infrastructure equipment.
- Work alongside other teams within the business to identify trends and faults before they arise and troubleshoot errors to ensure swift resolution.
- Schedule daily online training to ensure skills are kept up to date.
Retail Solutions Analyst
The Go-Ahead Group
Newcastle upon Tyne
2021.03 - 2022.11
- Perform daily tests on retail systems to make sure ticket purchasing / collecting functions are operational and share the results with the wider business in a standardised report.
- Build and maintain relationships with suppliers for issue analysis, trend spotting and progression reports.
- Learn and develop an understanding of smart ticketing systems and the software, and hardware involved in the running and maintaining of different train and bus companies.
1st Line IT Support Analyst
The Go-Ahead Group
Newcastle upon Tyne
2019.04 - 2021.03
- Analyse and resolve queries raised by internal staff from a range of bus and rail companies, minimising disruption to end users.
- Troubleshoot and resolve issues with the following technologies: Desktop and Mobile hardware, Windows Active Directory and Remote Desktop Services, Microsoft applications, Citrix virtual environment and various bus and rail applications.
- Train other members of staff in 1st line tasks, building up staff confidence and skills to perform the role to business standard.
IT Administrator
The Go-Ahead Group
Newcastle upon Tyne
2018.12 - 2019.04
- Answer phone calls from users from a range of bus and rail companies to reset passwords and unlock accounts on various applications/devices.
- Process and format various hardware/software request forms and assign them to the relevant departments for processing.
Retail Sales Assistant, Superdry
Metro Centre Gateshead
Gateshead
2016.12 - 2018.12
- Work within a team towards profit and customer conversion goals to improve on weekly, monthly, and yearly statistics.
- Handle money at the end of trading hours including counting both cash and card transactions and processing the information into an online system.
Bartender
Keelman Bar and Restaurant
Newcastle Upon Tyne
2014.04 - 2015.04
- Present a professional and friendly first impression of the establishment to all visitors at the reception area.
- Deliver produce from the bar and kitchen areas focusing on polite and hygienic customer service.
Education
Bachelor of Arts - English Literature
Northumbria University
Newcastle 2015.09 - 2018.05
A-Level - BTEC Applied Science
Walbottle Campus Technology College
Newcastle 2013.09 - 2015.05
A-Level - English Literature
Walbottle Campus Technology College
Newcastle 2013.09 - 2015.05
A-Level - Media Studies
Walbottle Campus Technology College
Newcastle 2013.09 - 2015.05
GCSE - Mathematics
Walbottle Campus Technology College
Newcastle 2008.09 - 2013.05
GCSE - English
Walbottle Campus Technology College
Newcastle 2008.09 - 2013.05
GCSE - Chemistry
Walbottle Campus Technology College
Newcastle 2008.09 - 2013.05
GCSE - Physics
Walbottle Campus Technology College
Newcastle 2008.09 - 2013.05
GCSE - Biology
Walbottle Campus Technology College
Newcastle 2008.09 - 2013.05
Skills
- Quick at learning new skills and adapting to situations
- Confident and mature in customer service environments
- Strong time management skills in both task prioritization and meeting deadlines
- Excellent communication skills, both written and verbal
- Proficient critical reader and thinker
Certification
Qualified in ITIL(R) 4 Foundation Certificate in IT Service Management (ITIL4F) Present
Affiliations
- Football
- Hiking
- Cooking
- Reading
- Travel
References
References available upon request.
Timeline
IT Service Desk Analyst
RBC Brewin Dolphin
2023.11 - 2026.03
IT Operations Centre Analyst
Equans
2022.11 - 2023.11
Retail Solutions Analyst
The Go-Ahead Group
2021.03 - 2022.11
1st Line IT Support Analyst
The Go-Ahead Group
2019.04 - 2021.03
IT Administrator
The Go-Ahead Group
2018.12 - 2019.04
Retail Sales Assistant, Superdry
Metro Centre Gateshead
2016.12 - 2018.12
Bachelor of Arts - English Literature
Northumbria University
2015.09 - 2018.05
Bartender
Keelman Bar and Restaurant
2014.04 - 2015.04
A-Level - BTEC Applied Science
Walbottle Campus Technology College
2013.09 - 2015.05
A-Level - English Literature
Walbottle Campus Technology College
2013.09 - 2015.05
A-Level - Media Studies
Walbottle Campus Technology College
2013.09 - 2015.05
GCSE - Mathematics
Walbottle Campus Technology College
2008.09 - 2013.05
GCSE - English
Walbottle Campus Technology College
2008.09 - 2013.05
GCSE - Chemistry
Walbottle Campus Technology College
2008.09 - 2013.05
GCSE - Physics
Walbottle Campus Technology College
2008.09 - 2013.05
GCSE - Biology
Walbottle Campus Technology College
2008.09 - 2013.05