Charlie North Roberts

• Improved operational efficiency by streamlining processes and implementing strategic plans.
• Managed vendor relationships to ensure timely delivery of services.
• Analysed performance metrics, identified areas for improvement in operations management.
• Created a collaborative work environment for positive team dynamics.
• Encouraged innovative thinking in the team, fostered an environment of growth and development.
• Managed inventory efficiently to minimise stockouts and overstock situations.
• Liaised with stakeholders for transparent communication and better decision making.
• Coordinated cross-functional teams, achieved project milestones on schedule.
• Reduced overhead costs through efficient resource allocation and budget management.
• Led teams to achieve business objectives on time and within budget constraints.
• Negotiated contracts with suppliers for cost-effective procurement of resources.
• Translated senior management directives into actionable front-line policies and implemented changes with staff.
• Coordinated hiring, recruitment and training strategies to build successful administrative team.
• Represented organisations at seminars, conferences and business events.

In my time as service desk team manager my core responsibilities included coaching and developing any new hires as well as providing top class metrics for the business including an average FCR (First call resolution) of 91%, my team supported 4500 different applications as well as a userbase of over 200k all whilst delivering on exceptional client care. Some additional responsibilities included were

• Mitigating risks, enhancing overall operational efficiency.
• Coordinating cross-functional teams for streamlined workflow processes.
• Guiding organisational development with structured performance management systems.
• Managing team of technicians varying between 8-22 to ensure timely resolution of customer queries.
• Improving service desk efficiency by implementing ITIL best practices.
• Increasing client satisfaction with regular feedback and complaint resolution mechanisms.
• Training staff on latest technologies, ensuring top-notch customer service delivery.
• Coordinating with other IT teams for complex issue resolution, improving overall efficiency.
• Leading monthly meetings, fostering effective communication within the team. As well as ad-hoc on the spot training
• Boosting team morale and productivity through motivational leadership style.
• Promoting knowledge sharing culture in the team, leading to improved performance levels.
• Instituting standard operating procedures for service desk functioning.
• Conducting regular audits of service desk operations to maintain high-quality standards.
• Fostering a learning culture in the department by organising training sessions on new technology trends.
• Coaching junior support staff in delivering responsive, proactive technical support.
• Distilled complex technical information into easily digestible instructions for end-users.
• Supporting the team to overcome new challenges by forecasting knowledge and skills gaps.
• Fostered positive employee relationships through communication, training and coaching.

In this position I acted as a 2nd level escalation point for service desk agents, there for welfare an technical support dealing with more complex issues alongside coaching and guiding agents through challenging user experiences. My core functions were

• Led project teams to ensure timely delivery of high-quality output.
• Maintained high client satisfaction with prompt technical support response times.
• Solved complex technical problems to ensure optimal performance of IT infrastructure.
• Conducted training sessions for staff on new software applications, enhancing their productivity levels.
• Participated in team meetings contributing valuable insights into improving IT processes within the organisation.
• Troubleshot network problems, increasing system reliability.
• Managed user accounts and permissions, enhancing security measures.
• Escalated critical problems to relevant departments for quick resolution.

Experienced in support and troubleshooting of the below products

• Windows 7 & 10 OS
• Server infrastructure
• M365 suite
• VPN (Cisco Anyconnect)
• Mobility devices (Android & IOS)
• TCP/IP / DNS / DHCP /VPN
• Python (Basic data extraction and analysis)

My responsibilities during my time as a major incident manager included

• Delivered timely incident management by coordinating with relevant teams.
• Achieved efficient incident resolution with systematic troubleshooting.
• Led training sessions, increasing team readiness for incident handling.
• Devised comprehensive incident reports for senior management review.
• Coordinated disaster recovery strategies, reducing downtime significantly.
• Managed critical incidents effectively whilst maintaining composure under pressure.
• Escalated high-impact incidents swiftly for rapid problem solving.
• Effectively communicated complex technical information to non-technical personnel during crisis situations.
• Built robust relationships with external vendors for prompt support during system failures.

In this role I was responsible for addressing and effectively escalating multi user issues. Some of my core functions included

• Managed and resolved IT service desk queries, contributing to excellent customer support.
• Coordinated with different teams to resolve complex IT issues effectively.
• Provided first-line diagnosis of incidents and service requests to implement solutions.
• Maintained high-quality service standards through meticulous attention to detail in all tasks.
• Utilised diagnostic software for effective problem solving in fast-paced environments.
• Alleviated system malfunctions by implementing effective troubleshooting techniques.
• Communicated complex technical information clearly, enhancing user understanding of issues.
• Tracked and logged all service desk tickets using specific software tools, improving response times.

Upon receiving my fulltime offer of employment i worked alongside the another single member of the IT team responsible for the support and maintenance of the IT infrastructure across 3 sites in the UK. Dealing with all issues from bluetooth connectivity in vehicles to complex server builds and network switch configuration. Some core functions included

• Improved system performance by implementing software updates and patches.
• Maintained network security for optimal data protection.
• Achieved lower downtime with regular preventative maintenance.
• Resolved complex technical issues to ensure smooth operations.
• Installed new hardware, resulting in enhanced system capabilities.
• Monitored server health, ensuring reliable service delivery.
• Conducted regular system backups, minimising risk of data loss.
• Delivered prompt and effective support to end users, resolving problems swiftly.
• Kept abreast of latest technology trends for continuous improvement in systems administration tasks.
• Showcased strong analytical and problem-solving skills, addressing complex technical issues efficiently.
• Configured, tested and maintained network equipment.

I started my career as an apprentice spending 40 weeks of the year in the professional environment whilst studying at QA, some core functions included

• Enhanced technical understanding by participating in various workshops and training sessions.
• Facilitated routine maintenance checks with detailed documentation.
• Performed diagnostic tests to identify and resolve technical issues.
• Developed proficiency in using technical tools, increasing effectiveness on the job.
• Improved customer satisfaction by providing timely solutions to their problems.
• Worked under pressure to meet tight deadlines.
• Utilised computer software efficiently to log data accurately.
• Showed initiative in learning new technologies, staying updated with industry trends.