Amit Singh
Birmingham
Summary
Self-motivated IT professional with over ten years of experience in IT support across diverse corporate environments. Proven expertise in troubleshooting various operating systems and applications, consistently delivering exceptional service. Committed to continuous improvement and seeking opportunities to advance into infrastructure roles.
Overview
15
15
years of professional experience
7
7
years of post-secondary education
Work history
Lidl Service Desk Analyst
LIDL GB
Wednesbury, Sandwell
2021.10 - Current
- Hardware Deployment: Coordinated and executed multi-site hardware rollouts for laptops, PCs, iPads, mobile devices, truck screens, and PBV units.
- Infrastructure Maintenance: Installed, monitored, and maintained end-user devices and network rack equipment to ensure total system stability.
- Systems Administration: Utilized SCCM/MECM for system imaging/deployment while managing Active Directory user access and Cisco telephony.
- Project Support: Partnered with network teams to deliver regional infrastructure projects and on-site hardware installations.
- SLA & Operations: Consistently exceeded SLA expectations, minimizing operational downtime for logistics, sales, and admin teams across multiple sites.
- Regional Cover: Travelled flexibly across the region to provide ad-hoc technical troubleshooting and site IT support.
- Vendor Coordination: Managed hardware repairs with manufacturers to resolve faults quickly and prevent service disruptions.
- Asset Management: Maintained precise IT asset records to ensure complete hardware lifecycle visibility and inventory control.
- User Enablement: Provided technical guidance and support to end-users to drive workplace system adoption and efficiency.
1st/2nd IT Support
Shakespeare Martineau LLP
Birmingham
2018.08 - 2021.09
- Providing support for over 900 users across 6 sites via office visits, desk visits and remote support via ticketing system.
- Troubleshooting and supporting Windows 7 8/10, Office 2003-2016, Mac OS.
- Supporting users with VPN installation , repair , troubleshooting.
- Configuring Computers Windows/Mac using SCCM and configuring to procedures in place. Following security policies and encrypting using Bitlocker and file vault.
- Setting up multiple Apple/Android devices ( Tablets , Mobiles using MDM device push/config with Xenmobile and EE Manager.
- Managed Service Desk as an escalation point for 1st line colleagues, overseeing queues and escalations for problem tickets.
- Hands on support for events and multiple urgent meeting setups.
- Executed hardware upgrades on laptops and computers, ensuring optimal performance for users.
- User creation via Active Directory and assigning groups adhering to HR starter and leaver processes.
- Creation of users on Case management system ( Axxia ) and time recording on InTapp.
- Created knowledge bases for the team addressing recurring issues, streamlining troubleshooting and improving response times.
- Trained, coached, and supervised new IT staff members.
- Relocated users and hardware, updated the asset management system to track equipment and placed orders across all sites.
- Pitched ideas in weekly service delivery meetings to enhance support team processes and improve end-user experience.
- Assisting in wider projects within the team (e.g.) office moves, department layout changes.
- Working effectively and productively with 3rd line support
- Supporting users with security queries within email using Mimecast admin to determine risks before releasing held emails , checking email delivery
IT Technician & Customer service advisor
Dixon's Retail LTD
Birmingham
2013.06 - 2018.03
- Diagnosing and repairing laptops & desktops / Windows, Mac, iOS devices and Android devices
- Executed Windows installations to ensure user compatibility and system functionality. , OS X installs , Performed installations of iOS and Android operating systems on mobile devices..
- Assisted customers in recovering critical data, ensuring security and accuracy throughout the process.
- Resolved customer issues in a busy environment, addressing faulty goods, delivery problems, and warranty claims effectively.
- Resolved customer complaints by collaborating with staff and peers to implement system amendments.
- Demonstrating to groups and multiple users on Windows / Mac / IOS / android operating systems.
- Hardware component installs/upgrades following industry procedures and industry equipment.
- Maintaining department standards and organising customer devices.
Temp Assistant
Acorns childrens charity
Birmingham
2012.12 - 2013.01
- Organised stock in store to enable easy access and facilitate sales by rearranging inventory and removing unneeded stock.
- Categorised and labelled stock in various areas of the shop to streamline pricing and enhance customer shopping experience.
- Support staff members with administrative tasks, reducing workload stress.
- Maintained digital database, enhancing ease of access to information.
- Handled confidential information, maintaining discretion and integrity.
Customer Service Advisor
Crazyhouse furniture
Birmingham
2011.09 - 2012.02
- Sold made-to-measure furniture, household items, and gym equipment to meet customer needs.
- Improved store standards and furniture layout to enhance customer attraction and drive sales.
- Managed stock levels for efficient inventory control. for upcoming warehouse deliveries and consumer door to door deliveries.
- Managed e-commerce operations and researched market trends to maximise profitability of furniture and gym equipment.
- Maintaining company website with inventory and adding stock onto price lists , editing the website layout to high standards
Education
BTEC Diploma - Business and I.T Level 3, Cisco Networking CCNA 1, University of Wolverhampton- Principles of animation module
Sandwell College
Birmingham 2009.01 - 2011.01
GCSE - Maths - Pass, English - Pass, Business studies Double Merit, IT Double Award - Double Pass, Music Double Award - Double Merit
Perryfields High School
Birmingham 2004.01 - 2009.01
Skills
Active Directory
Cisco DNA
MECM
SCCM Deployment
Cisco Prime Infrastructure
Equitrac Admin
Mitel Business Admin
Skype for Business Admin
Mimecast Admin
Citrix Director
iManage Support
Windows 7
Windows 8
Windows 10
Mac Support
Basic Windows Server 2008
Basic Windows Server 2012
iOS Support
Android Support
Microsoft Office Packages (2003–2016)
Exchange Management Console
Exchange Server
Windows New Builds
Mac New Builds
Sophos Anti-Virus
Websites
LANGUAGES
English - Advanced
Panjabi - Advanced
Hindi - Intermediate
Affiliations
- Tabla
- Music
- Body building
Accomplishments
Nominated each year via We are Lidl
References
References available upon request.
Timeline
Lidl Service Desk Analyst
LIDL GB
2021.10 - Current
1st/2nd IT Support
Shakespeare Martineau LLP
2018.08 - 2021.09
IT Technician & Customer service advisor
Dixon's Retail LTD
2013.06 - 2018.03
Temp Assistant
Acorns childrens charity
2012.12 - 2013.01
Customer Service Advisor
Crazyhouse furniture
2011.09 - 2012.02
BTEC Diploma - Business and I.T Level 3, Cisco Networking CCNA 1, University of Wolverhampton- Principles of animation module
Sandwell College
2009.01 - 2011.01
GCSE - Maths - Pass, English - Pass, Business studies Double Merit, IT Double Award - Double Pass, Music Double Award - Double Merit
Perryfields High School
2004.01 - 2009.01