Andrew Thomson
Southsea,Hampshire
Summary
IT professional with extensive experience in end-user support for Microsoft Windows 10 to 12. Proficient in ITSM tools including ServiceNow, Remedy, and HP BSM, alongside strong skills in Active Directory and Azure management. Holds ITIL Foundation v3 & v4 certifications and possesses BPSS & NPPV LV2 clearance. Committed to enhancing organizational efficiency through technical expertise and exceptional customer service.
Overview
35
35
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work history
Service Desk Analysis & Team Leader
Bell Integration
Portsmouth
2014.08 - 2026.05
- Managing the day-to-day activities of the team, including monitoring support queues, alert monitoring and ensuring service levels agreements are met.
- Be continually focused and maintain ongoing understanding of the interdependencies that Problem, Change and Configuration Management processes have on good Incident Management.
- Acting as a senior technical lead to help resolve complex issues
- Working on customer sites (20th Century Fox & Howard Kennedy) with desk side support, remote access and active directory.
- Mentoring new analysts, conducting training and fostering a culture of knowledge sharing within the team
- Reining KB documentation, Major Incident process and service workflows to improve efficiency.
- Maintaining high customer service standards and working with all service delivery managers to align with the business requirements.
- www.bell-integration.com
Sales Expert - Key holder
PC World
Portsmouth, Hampshire
1996.10 - 2014.08
- Installing software and resolved technical issues effectively.
- Assisting customers by addressing issues in a clear, courteous manner.
- Overseeing team operations and ensured delivery of store KPIs.
- Training new sales team members to enhance productivity.
Technical Supervisor
Escom Uk Ltd
Portsmouth, Hampshire
1996.02 - 1996.07
- Building new computers for customer orders with a team of 5 engineers
- Running, opening and closing of shop in the absence of management
- Installing software, modify and repair hardware and resolving technical issues
Assistant Manager
Birthdays
Portsmouth, Hampshire
1994.02 - 1996.01
- Organising of stock audits and staff rotating with daily cash handling including banking, cashing up and safe balance
- Running the store in the absence of the store manager
- Assigning employees to specific duties to best meet the needs of the business
Assistant Department Manager
Allders
Portsmouth, Hampshire
1991.10 - 1994.01
- Stock ordering and organisation of team for promotional sales events.
- Handled daily cash transactions accurately and efficiently.
- Supported department operations during the absence of the store manager.
- Promoting exceptional customer service skills among staff members.
Education
GNVQ - Business Management Lv 1 & 2
Portsmouth Sixth Form College
Portsmouth 2004.09 - 2006.06
GCSE - Mathematics, English, Computer Studies, Geography, C.A.D, Science
St Lukes C of E
Portsmouth 1998.09 - 2004.06
Skills
- Emergency first aid training
- Remote desktop support
- End-user support for Windows
- Monitoring tools expertise
- ITIL methodologies certification
- Customer service proficiency
- Active Directory and Azure management
- Security clearance (BPSS & NPPV LV2)
- ITSM tools experience
Websites
Certification
- ITIL Foundation v3 & v4 in IT Service Management (BCS)
- Emergency First Aid at Work (St John's Ambulance)
Affiliations
- Building and running my own family Sync and Backup NAS unit and general overall interest in Technology - Pc building my own PC
References
References available upon request.
Timeline
Service Desk Analysis & Team Leader
Bell Integration
2014.08 - 2026.05
GNVQ - Business Management Lv 1 & 2
Portsmouth Sixth Form College
2004.09 - 2006.06
GCSE - Mathematics, English, Computer Studies, Geography, C.A.D, Science
St Lukes C of E
1998.09 - 2004.06
Sales Expert - Key holder
PC World
1996.10 - 2014.08
Technical Supervisor
Escom Uk Ltd
1996.02 - 1996.07
Assistant Manager
Birthdays
1994.02 - 1996.01
Assistant Department Manager
Allders
1991.10 - 1994.01