Adersh Sharma
Leicester,Leicestershire
Summary
Tech-savvy professional with a strong foundation in ICT infrastructure and IT security protocols. Holds an ITIL certification and excels in change control processes, password resetting, and desk-side support. Demonstrates proficiency in MacOS and software deployment, complemented by effective time management skills. Experienced in data backup and email account management, showcasing patience and resilience in all tasks. Career goal includes advancing expertise in IT security to enhance organisational efficiency.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work history
IT Service Desk Analyst
The Access Group
Longborough
09.2023 - Current
- Averaging 400 monthly ticket closures, 100 per week whilst maintaining 98% average percentage for resolve and response SLA's.
- Developed troubleshooting guide that increased first call resolution rates.
- Provided technical support to colleagues, boosting overall productivity.
- Facilitated user training sessions to enhance system knowledge and usage.
- Collaborated with IT teams to deliver comprehensive support solutions.
- Identified recurring issues and proposed long-term strategic solutions.
- Regularly updated knowledge base articles to assist in rapid issue resolution.
- Optimised venue acoustics before events to improve listener experience.
- Conducted thorough pre-event testing of AV equipment, ensuring flawless execution.
Service Desk Apprentice
The Access Group
Loughborough
09.2021 - 09.2023
- Troubleshot technical issues related to software, hardware, and networks.
- Conducted preliminary research to accurately diagnose user/client technical problems.
- Communicated clearly and professionally with requesters regarding inquiries and support.
- Identified potential outages by analysing ticket trends and case volumes for escalation.
- Tracked incidents through resolution in the ticket management system while documenting requests.
Customer Assistant
Tesco
Leicester
12.2019 - 08.2021
- Operated tills efficiently while engaging with customers to enhance service quality.
- Replenished stock to maintain tidy displays and ensure full availability.
- Conducted rotation and capping of stock to prevent loss and facilitate customer access.
General Assistant
Sainsburys
08.2018 - 12.2018
- Stocked three counters: Meat and Fish, Pizza, and Deli.
- Ensured surfaces were cleansed prior to food placement.
- Stored food properly at shift's end before cleaning counters and melting ice.
Education
A-Levels - Information Communications Technician (Support Technician)
Institute for Apprenticeships & Technical Education
Loughborough 09.2021 - 02.2023
Certificate of Higher Education - Computing Information Technology
Birmingham City University
Birmingham 09.2019 - 09.2020
BTEC Level 3 180 Credit Diploma - IT
Gateway College
09.2017 - 06.2019
GCSEs - Maths, English, Business, ICT, RE, Science, BCS Level 2 EDCL Certificate in IT Application Skills
Beaumont Leys School
05.2016 - 06.2016
Skills
- Tech-Savvy nature
- ITIL certification
- Change control process
- Password resetting
- Time management mastery
- ICT infrastructure understanding
- Data backup experience
- Email account management
- Patience and resilience
- Desk-Side support
- IT security protocols
- MacOS proficiency
- Software deployment
- Service level agreement adherence
- Mobile device support
References
References available upon request.
Languages
English
Native
Gujarati
Fluent
Hindi
Intermediate
Timeline
IT Service Desk Analyst
The Access Group
09.2023 - Current
Service Desk Apprentice
The Access Group
09.2021 - 09.2023
A-Levels - Information Communications Technician (Support Technician)
Institute for Apprenticeships & Technical Education
09.2021 - 02.2023
Customer Assistant
Tesco
12.2019 - 08.2021
Certificate of Higher Education - Computing Information Technology
Birmingham City University
09.2019 - 09.2020
General Assistant
Sainsburys
08.2018 - 12.2018
BTEC Level 3 180 Credit Diploma - IT
Gateway College
09.2017 - 06.2019
GCSEs - Maths, English, Business, ICT, RE, Science, BCS Level 2 EDCL Certificate in IT Application Skills
Beaumont Leys School
05.2016 - 06.2016
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