Summary
Overview
Work History
Education
Skills
Additional Information
Personal Information
Custom
Affiliations
Accomplishments
Languages
References
Timeline
Generic

Bernadette Hudson

Virginia Water,Surrey

Summary

Experienced IT professional with a strong background in user support and customer service, adept at diagnosing issues and providing patient assistance. Proficient in Active Directory, network troubleshooting, and software installation, with extensive knowledge of Microsoft Office and Windows environments. Fluent in English and skilled in interpersonal communication, committed to enhancing organisational efficiency through effective technical solutions.

Organised and driven individual with strong problem-solving abilities and excellent communication skills, well-suited for Service Desk Analyst position. Proficient in troubleshooting technical issues and providing exceptional customer service, ensuring smooth operations and user satisfaction. Ready to contribute to success of team and achieve impactful results in their role.

Overview

15
15
years of professional experience

Work History

Service Desk Analyst III

DXC Technology
Aldermaston, West Berkshire
04.2021 - Current
  • Assisted users with software setup, ensuring seamless work experience.
  • Worked proactively on critical incidents, minimising potential negative impacts on business operations.
  • Established positive working relationships through excellent communication skills.
  • Managed and resolved IT service desk queries, contributing to excellent customer support.
  • Investigated reported issues thoroughly before escalating them further up.
  • Tracked and logged all service desk tickets using specific software tools, improving response times.
  • Simplified complicated tech jargon into layman's terms for better comprehension amongst end-users.
  • Provided first-line diagnosis of incidents and service requests to implement solutions.
  • Developed and updated knowledge base articles for issue resolution.
  • Handled confrontational customers and applied appropriate de-escalation strategies.
  • Documented and escalated complex issues to higher-level support, facilitating swift resolutions.
  • Served as point of contact for user authentication and access-related issues.
  • Communicated complex technical information clearly, enhancing user understanding of issues.
  • Maintained high-quality service standards through meticulous attention to detail in all tasks.
  • Investigated reported issues thoroughly before escalating them further up the line.

1st Line Service Desk Agent

Fujitsu
Bracknell, Berks
07.2018 - 03.2021
  • Position held was First Line Support Service Desk Agent in IT and DATA on MODnet for MOD.
  • By answering calls and troubleshooting, can ascertain if issues can be rectified over phone or escalated to resolver group.
  • System used is HPSM ticketing system. However, am aware of Remedy system.
  • Have good knowledge and understanding of Cisco and Cisco Any connect for VPN on laptops.
  • Mobile phone issues are something dealt with every day and deal with issues from activation code resets to application lock outs.
  • Operating system used is windows 7 but do use and understand Windows 10 at home.
  • Although personally do not have Military career, family have had careers in all 3-armed services.
  • Grandmother comes from Naval background but served in RAF.
  • Grandfather was in Army.
  • Father was in Royal Navy.
  • Reason for leaving, is due to Fujitsu loosing contact.

Host

Dtgt Membership Services Ltd
Stanwell Moor Village, Middx
04.2012 - 02.2018
  • Worked at above company fulfilling several roles.
  • Hosting, cleaning.
  • Reason for leaving is due to company closing.
  • Created welcoming environment with friendly interactions and prompt service.
  • Ensured guest satisfaction by providing excellent customer service.
  • Worked closely with management team, contributing to business improvements.

Customer Service Representative

Co-op
Chertsey, Surrey
10.2010 - 04.2012
  • Worked as customer service representative in above store.
  • Skills included using tills, dealing with customers, answering phone and stocking shelves including stock rotation.

Education

O Levels - Maths, Human Biology, Chemistry, English Language, English Literature, Geography, French

Mayfield’s Girls School
Putney, London

High School Diploma - Computing

Strodes College
Egham, Surrey
07.1987

Skills

  • Fluent English
  • Computer proficiency
  • User support experience
  • Patient customer service
  • Good interpersonal communication
  • Customer Service

Additional Information

Full UK Driving License.

Completed and qualified in Microsoft Outlook and Word.

Personal Information

Date of birth: 08/11/69

Custom

 IT Skills

· Windows

· Microsoft Works

· Microsoft Office

· Email software

· SM9 ticket system

· First time fixes

· User account creation

· Network troubleshooting

· Diagnosing issues

· Software installation

· Active Directory

· ServiceNow ticket system

Affiliations

  • Reading, music, gardening, spending time with family and friends.

Accomplishments

Praise points received at DXC.

Several plaudits awarded at Fujitsu.

Languages

French
Elementary

References

References available upon request.

Timeline

Service Desk Analyst III

DXC Technology
04.2021 - Current

1st Line Service Desk Agent

Fujitsu
07.2018 - 03.2021

Host

Dtgt Membership Services Ltd
04.2012 - 02.2018

Customer Service Representative

Co-op
10.2010 - 04.2012

O Levels - Maths, Human Biology, Chemistry, English Language, English Literature, Geography, French

Mayfield’s Girls School

High School Diploma - Computing

Strodes College

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Bernadette Hudson