Summary
Overview
Work history
Education
Skills
Certification
Timeline
Generic

Analyn Barthaud

Waterlooville,Hampshire

Summary

I am an experienced Support Team Lead with a proven track record since 2019. My background includes extensive work as a support desk analyst and in technical support, where I have developed strong leadership skills and technical knowledge. I am skilled in troubleshooting, managing and mentoring support teams, and ensuring customer satisfaction. My leadership style is proactive and communicative, helping my team handle challenges effectively. I am dedicated to continuous improvement and using my technical expertise to enhance service quality and efficiency.

Overview

17
17
years of professional experience
1
1
Certification

Work history

Application Support Desk Team Lead (Housing)

Capita PLC (Acquired by MRI Software)
Homebased, Reading, Berkshire
04.2022 - Current
  • Lead a team of 17 application support analysts, assigning tasks, providing support, and offering guidance to ensure optimal performance.
  • Conduct one-on-one sessions to track key metrics, identify challenges, and implement improvement plans.
  • Conduct performance reviews, providing tailored feedback with specific actions and strategies to enhance professional development. Set clear, achievable goals, offer constructive criticism, and recognize accomplishments to motivate and guide team members.
  • Organize internal training sessions to enhance team members' skills and ensure continuous development.
  • Implement and review processes for efficient ticket management, demonstrating strategic oversight and decision-making.
  • Act as the primary escalation point for the entire business unit, ensuring timely resolution of critical issues.
  • Facilitate regular customer meetings (weekly, fortnightly, monthly) to discuss outstanding cases/tickets, providing clear progress updates and action plans.
  • Produce comprehensive KPI reports for the team, senior management, and customer review meetings.
  • Direct team recruitment, interviewing, and onboarding, ensuring the selection and integration of top talent.
  • Support new hires through the onboarding process, ensuring their seamless and successful integration into the team.
  • Collaborate with internal teams to streamline processes and enhance customer experience.
  • Implement quality assurance practices to maintain high standards of service delivery.
  • Identify and mitigate risks associated with application support and team operations.

Service Desk Team Leader

Nittygritty
Homebased, London
07.2021 - 04.2022
  • Led a team of 1st and 2nd level support specialists, ensuring effective collaboration with engineers and architects to resolve issues related to engineering and architectural software, including BIM, AutoCAD, and Revit.

Senior Service Desk Advisor (Military of Defence)

Monitor IS
Homebased, Andover
02.2021 - 06.2021
  • Provided expert guidance on ITIL best practices, helping the team adopt and integrate these practices into their daily operations.
  • Presented findings and recommendations to senior management, offering insights and actionable plans to drive service excellence.
  • Identified and implemented process improvements to enhance service delivery and operational efficiency.
  • Conducted training sessions to educate team members on ITIL practices and other relevant methodologies.
  • Oversaw the incident management process, ensuring timely resolution of issues and minimizing impact on operations.

Service Desk Analyst

HCL Technologies
Homebased, Havant
03.2020 - 10.2020
  • Provided Level 1 technical support for SSE employees, ensuring prompt resolution of issues.
  • Troubleshot client software and basic network connectivity problems, maintaining smooth operations.
  • Analyzed and diagnosed reported technical issues to identify root causes and implement solutions.
  • Managed user accounts, including creation, modification, and deletion, to maintain system security and efficiency.
  • Administered user account provisioning, ensuring proper access and permissions.
  • Collaborated with other teams and escalated complex problems when necessary to ensure comprehensive support.

Global Service Desk Team Lead

Affinion (Acquired by cxLoyalty)
Manila, Philippines
02.2019 - 12.2019
  • Monitored team performance levels and implemented necessary changes to improve productivity and meet targets.
  • Developed and implemented strategic processes to enhance productivity and efficiency.
  • Led a team of 7 Service Desk Analysts, successfully achieving productivity KPIs.
  • Conducted performance reviews and provided tailored feedback, focusing on specific actions and strategies to enhance professional development. Set clear, achievable goals, offered constructive criticism, and recognized accomplishments to motivate and guide team members.
  • Identified and addressed skill gaps, ensuring team members were equipped with the necessary tools and knowledge.
  • Maintained detailed records of incidents, resolutions, and processes to ensure knowledge sharing and continuity.
  • Managed and allocated resources effectively to ensure optimal team performance and customer satisfaction.
  • Produced comprehensive reports for senior management, providing insights and recommendations for service improvements.
  • Oversaw the first stage of major incident cases, ensuring adherence to processes, efficient ticket handling, and prompt management of significant outages and crises. Reported issues to the Major Incident management team and ensured initial communication alerts were sent promptly.
  • Regularly attended Change Advisory Board (CAB) meetings as a representative of the Service Desk Team for approval.

NextGen Team Lead

Affinion (Acquired by cxLoyalty)
Manila, Philippines
06.2018 - 02.2019
  • Worked as a hybrid 1st Line Support Analyst while transitioning to a Team Lead role.
  • Mentored and coached team members to achieve high performance and quality.
  • Delivered training and mentoring sessions to upskill the team.
  • Handled and resolved technical issues, ensuring minimal disruption to operations.
  • Monitored team performance, providing feedback, and implementing improvement plans.

Global Service Desk/Incident Management Analyst

Affinion (Acquired by cxLoyalty)
Manila, Philippines
06.2017 - 06.2018
  • Troubleshoot operating systems, hardware, and software issues to identify root causes.
  • Managed personal ticket queue, ensuring issues were resolved or escalated appropriately.
  • Asked targeted diagnostic questions to customers for quick root cause analysis.
  • Investigated and diagnosed technical queries.
  • Coordinated the resolution of global high-severity tickets with the Major Incident Management team.

Service Desk Analyst

ATOS Information Technology Inc.
Manila, Philippines
10.2014 - 05.2017
  • Troubleshoot hardware and software issues: diagnose and resolve technical problems related to both hardware and software.
  • Active Directory Management: Create and manage user accounts, security groups, and permissions.
  • Exchange Server Administration: Set up and manage user mailboxes, distribution groups, shared mailboxes, and access permissions.
  • User Profile Configuration: Set up user profiles on desktops and laptops, including creating Outlook profiles, mapping network drives, adding printers, and installing necessary application software.
  • VPN Support: Assist field users in connecting to the domain through VPN.
  • User Assistance: Provide support for logging into file servers, sending emails, and saving attachments, both in person and remotely.
  • Conference Room Setup: Prepare conference rooms for meetings using WebEx.
  • Mobile Device Configuration: Configure mobile devices to synchronise with Outlook Mail, Calendar, and Contacts using Exchange ActiveSync.
  • Remote Support: Offer remote support via BOMGAR or LogMeIn Remote Control.

Technical Support Advisor (MacOSX/iOS)

IBM Daksh
Manila, Philippines
05.2010 - 02.2014
  • Handled customer issues on Apple computers, ensuring swift and effective solutions.
  • Provided comprehensive support for both software and hardware issues.
  • Supported a range of Apple devices, including MacBooks, MacBook Pros, iMacs, and all iOS devices.
  • Diagnosed and resolved technical problems, maintaining high standards of service.
  • Assisted customers with various technical issues, enhancing their overall experience with Apple products.

Technical Support Representative (AT&T DSL)

Teletech Philippines
Manila, Philippines
05.2008 - 06.2010
  • Resolved customer issues related to internet connectivity, ensuring minimal downtime.
  • Diagnosed and efficiently troubleshooted customer problems, providing timely solutions.
  • Delivered exceptional customer service while addressing technical issues, maintaining high customer satisfaction.
  • Configured and supported AT&T DSL modems and routers, ensuring optimal performance.
  • Performed network diagnostics to identify and resolve connectivity issues, enhancing user experience.
  • Provided remote support to customers using various tools, ensuring effective problem resolution.
  • Assisted customers with account setup, password resets, and service upgrades, facilitating smooth transitions.
  • Maintained accurate records of customer interactions and technical issues, ensuring comprehensive documentation.
  • Educated customers on best practices for maintaining a stable internet connection, promoting self-sufficiency.

Education

Bachelor of Science in Architecture

Technological Institute of The Philippines

Skills

    Technical Skills

  • Expertise in diagnosing and resolving technical issues
  • Knowledgeable in networking concepts and troubleshooting
  • Proficient in supporting and troubleshooting Windows, macOS, and iOS platforms
  • Experienced in managing and supporting Microsoft Exchange
  • Experienced in managing and supporting Office 365
  • Experienced in managing and supporting Windows and Citrix servers
  • Proficient in managing Active Directory
  • Knowledgeable in housing management systems

    • Management and Leadership:

  • Experienced in leading and managing teams to achieve high performance
  • Skilled in monitoring and improving team performance
  • Proficient in handling and resolving incidents promptly
  • Skilled in managing major incidents and coordinating resolutions
  • Efficient in managing and allocating resources
  • Proficient in managing escalations and resolving high-severity issues

    • Customer Service and Support:

  • Strong ability to provide excellent customer support and resolve issues effectively
  • Proficient in using Bomgar Remote Tool and Remote Desktop for support
  • Proficient in using CMS Supervisor for call center management

    • Process and Quality Management:

  • Ensuring high standards of service delivery
  • Identifying and implementing process enhancements for better efficiency
  • Knowledgeable in ITIL methodologies and their application
  • Proficient in ITIL service management practices

    • Training and Development:

  • Experienced in training and developing team members
  • Delivered training and mentoring sessions to upskill the team

    • Analytical and Reporting Skills:

  • Skilled in analyzing data to inform decision-making
  • Generated reports on ticket status and resolution times for management review
  • Advanced skills in data analysis and reporting

    • Communication Skills:

  • Strong verbal and written communication abilities
  • Maintained effective communication with stakeholders to ensure alignment and transparency

    • Software Proficiency:

  • Microsoft Office: Proficient in using Microsoft Office suite
  • Experienced in managing and supporting Lotus Notes

Certification

ITIL v4 Foundation in IT Service Management

PeopleCert certificate number: GR671070555AP

Effective date: 10 October 2019

Timeline

Application Support Desk Team Lead (Housing)

Capita PLC (Acquired by MRI Software)
04.2022 - Current

Service Desk Team Leader

Nittygritty
07.2021 - 04.2022

Senior Service Desk Advisor (Military of Defence)

Monitor IS
02.2021 - 06.2021

Service Desk Analyst

HCL Technologies
03.2020 - 10.2020

Global Service Desk Team Lead

Affinion (Acquired by cxLoyalty)
02.2019 - 12.2019

NextGen Team Lead

Affinion (Acquired by cxLoyalty)
06.2018 - 02.2019

Global Service Desk/Incident Management Analyst

Affinion (Acquired by cxLoyalty)
06.2017 - 06.2018

Service Desk Analyst

ATOS Information Technology Inc.
10.2014 - 05.2017

Technical Support Advisor (MacOSX/iOS)

IBM Daksh
05.2010 - 02.2014

Technical Support Representative (AT&T DSL)

Teletech Philippines
05.2008 - 06.2010

Bachelor of Science in Architecture

Technological Institute of The Philippines

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Analyn Barthaud