Andrew Nuttall

• Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
• Entered service tickets into incident tracking system Service Now to facilitate faster problem identification and resolution.
• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
• Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
• Support of Azure AD / Office 365 environment. O365 Administrator Centre to support customer. (Exchange, Azure, Office 365 admin centre) and Active Directory (New/Delete/Move user(s), adding to groups, distribution lists, editing user details etc)
• Diagnosed and troubleshot hardware, software and network issues, Antivirus Support, VPN Support and troubleshooting.
• MS Office troubleshooting and support, Software troubleshooting and support
• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities
• Escalated critical incidents appropriately while maintaining clear communication throughout resolution process
• Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end-user's

• Provide excellent Customer Service via telephone, email by carrying out operational procedures and instructions so that tasks are completed accurately and on time
• Provide internal technical support, diagnosing and solving technical issues face to face or remotely and provide training where necessary
• Design, develop software in Java, C#, .NET and API's with technical knowledge of SQL / database management
• Designed reusable and reliable code for use within distributed cloud environments. Bitbucket and Azure
• Collaborated with project managers to select ambitious, but realistic coding milestones on pre-release software project development.

Programming -

• Identify common data structures, led testing efforts and fixed any identified errors in order to effectively debug applications
• Designed, developed desktop program's and mobile apps. Wrote clean, clear and well-tested code using Java and C# for projects within IDE's for various projects.
• Employed code libraries, collections of independent lines of code, to simplify code writing

Routing and Switching Essentials -

• Network fundamentals - Network components like routers, switches, and access points; network topology architectures; physical interfaces and cabling types; IPv4 and IPv6 configuration; IP parameters; wireless, virtualization, and switching fundamentals

Web Development -

• Developed wireframes, site maps and content inventories for new website designs. Developed user interfaces with modern frameworks, HTML5 and CSS3.

Relational Databases -

• Gathered, normalized and input research data into Microsoft Excel and exported to Microsoft Access for real life scenario project's within module.
• Designed, developed and maintained relational databases using Microsoft Access and Microsoft SQL Server Management Studio, data entry systems, web forms and other applications for diverse uses.