Cheryl Holt
Stevenage,Hertfordshire
Summary
Organised and dependable HR Advisor with strong communication skills, great interpersonal skills, with a positive and proactive attitude to work. Strong work ethic, great team player and willingness to learn and grow in all areas of the employee life cycle. Willing to take on greater responsibilities to meet team goals. Adept at multi-tasking, leading group discussions and managing a heavy workload.
Overview
25
25
years of professional experience
1
1
year of post-secondary education
Work History
HR Case Advisor
Sopra Steria
01.2024 - 03.2025
- Working in the Workplace Adjustments Team for the Met Police and logging and progressing new cases.
- Providing advice on Assistive Technology and being a facilitator between the Met and 3rd party suppliers, ensuring kits are ordered in a timely fashion and dealing with any issues that occur.
- Managing a high volume of cases weekly.
Amazon Connect Developer
Sopra Steria
09.2022 - 12.2023
- Working in a small team and implementing solutions for internal and external partners
- Working on BAU tickets daily and supporting customers with various queries
- Providing documentation and quick guides to support new system implementation and reduce issues raised
Service Now Consultant
Sopra Steria
03.2022 - 09.2022
- Working with a team of Consultants and configuring & implementing solutions for internal and external customers, using the Now platform
- Requirements gathering, documenting user stories and working through various projects from end to completion
- Investigating ‘how to’ queries on the Now Platform
Infrastructure Engineer / Shift Coordinator
Sopra Steria
09.2020 - 03.2022
- Windows 10, Windows Server, MS Office 365, Service Now, Cherwell, Cisco Telephony, VNC, Keypass
- Incident Management, Change control, Server Patching, Monitoring alerts, Out of Hours 24/7 Service Desk cover
- Working in a Team of 12 and monitoring System alerts (Servers etc.) for internal and external customers, progressing issues & escalating where necessary
- Helping senior management with Team rostering, arranging holiday / sickness cover
- Reporting over-night issues to senior management Team
- Managing major incidents, sending out P1 comms, organising Technical Bridge meetings, producing P1 reports for Customers and Management Team
- Raising Change requests for CAB approval
- Documenting procedures and processes for the Team
- 3rd Party Supplier Management
- Out of hours Service Desk support
- Providing 24/7 support
- Coordinating with other Teams and being the contact for escalations
- Server patching using AWS platform
2nd Line Support Engineer
Meggitt Aviation
05.2018 - 08.2020
- Windows 7/10, Active Directory, Backup Exec, Windows Server 2012/ 2016, MS office, Service Now, VPN Admin, Mcfee Encryption Admin, HP Laptops, Telephony admin
- Worked in a Team of 10 Engineers and was the main Level 2 Support Engineer for Stevenage and Dunstable Sites
- Allocation of TASKS in our Support queue, assigning calls to ensure SLAs were met
- Asset Management, Laptop/Desktop/mobile devices installation, configuration and deployment
- Printer/scanner installation, Software installations, troubleshooting
- Request Management, prioritising and progressing service requests and following through to completion
- Network patching, Backups (Backup Exec) Tape changes/troubleshooting
- PC refresh program for both sites including coordinating desk moves etc
- Project work, assisting Level 3 when required, being their eyes on site for troubleshooting Infrastructure issues
- Liaising with 3rd parties, hosting 3rd parties’ onsite and overseeing their work
- Producing knowledge articles to assist/ mentor Level 1 Engineers
1st & 2nd Line Service Desk Engineer
Brighthouse Head Office
12.2017 - 05.2018
- Windows 7, MS Office 2013, Office 365, Active Directory, Service Now, Dell Laptops, Mobile Devices, Support Works, VMC Remote Tool, various Bespoke In-house Apps
- Worked in a team of 6 and provided 1st & 2nd line support on the Service Desk
- Using remote tools to support Head office Staff plus 280 Stores across UK, Wales and Scotland
- Network Admin using Active Directory
- Software and Hardware problem diagnosis, resolution or escalation where necessary
- Liaising with various 3rd party Suppliers and updating Users
- Service Desk email queue management and progression
1st & 2nd Line Engineer / Deployment
Ajilon (Adecco Group)
10.2016 - 12.2017
- Company Overview: (MSP)
- Windows 7, Windows 10, MS office 2013, Office 365, Windows Server 2012, Dell laptops, Microsoft Surface and Mobile devices
- Worked under a Managed Service within a Team of 4 and being the 1st point of contact for both external and internal clients
- Checking daily backups, Account Admin using Active directory
- Investigating all issues logged via email and phone and progressing through to completion
- Asset management and tracking using inhouse Service Management Tool
- Producing and providing Service Desk stats when required
- Documenting processes for the Service desk
- 3rd party Supplier Management
- Imaging Desktops / Laptops and configuring them
- Installing SSD drives in Dell Laptops
- Deploying PCs and Laptops for external clients
- Configuring mobile devices for internal users
- (MSP)
Deployment Engineer
HBLICT (NHS)
02.2016 - 09.2016
- Windows 7, Active Directory, Ghost Imaging, MS Office 2010, Bomgar Remote Management
- Service Now
- Worked in a Team of 4 within the Deployment Team and imaged and deployed HP Laptops, Lenovo and Viglen Desktops to End-users
- Installing SIM cards in HP Laptops, testing RAS access, disposal of old IT equipment
- Installing Fujitsu Scanners, Dictaphones and other hardware required by Local GPs, Health Visitors, Admin staff etc
Desktop Support Analyst
Peabody
05.2014 - 04.2015
- Windows XP/7/8, Active Directory, MS Exchange Server, MS Office 2003/2010, Citrix Admin, Net OP
- Worked in a team of 6 to provide 1st and 2nd line Support to all users, both onsite and remotely
- Logged and progressed service requests and issues within agreed SLAs
- Microsoft Exchange 2010 Administration
- Analysis and resolution of software problems remotely using Netop
- Imaging 10 ZIG thin clients, Deploying and Installing 10 ZIG thin clients
- MaaS360 administration and Support, Provided support for Microsoft office apps, Veeam Backup and Restore, supporting Blackberry and Andriod devices
- IP Desk Phones support using Avaya Systems Administrator
- Co-ordinated with BT with the installation of new lines
- Update and maintenance of Asset management / configuration management systems
Service Desk Analyst
Barnet County Council
10.2013 - 02.2014
- Windows XP/7, Active Directory, MS Outlook 2003/2010, MS Office 2003/2010, Support Works, Service Now, LANDesk, Citrix Admin, SAP Admin, VPN Support, RSA Admin
- Worked in a team of 6 and provided 1st and 2nd line remote support to 3000 Council Employees
- Network Administration using Active Directory, logging, diagnosing and resolving issue reported and escalating to 3rd line when necessary
- Reporting Hardware faults to 3rd party and chasing for updates / resolution
IT Support (via Service Desk)
Surrey County Council
10.2012 - 09.2013
- 2000/ XP, Windows 7, ZENworks Desktop management, RSA/VPN Administration, BES, Bomgar, Netop remote access tools, Support Works, Netware Admin, Novell Client, Lotus Notes setup and account administration, Citrix Admin, Thin Clients, VPN
- Worked in a Team of 16 and provided 1st & 2nd line Support to 9000 council employees
- Problem diagnosis, analysis and resolution using remote tools
- Network Administration using Novell Netware
- Escalating issues to 3rd line when necessary
- Managing busy Support mailbox, logging calls & progressing through to completion
2nd line Application Support Analyst
Walt Disney Co .Ltd
02.2010 - 06.2012
- Channel Management Software, Air Time Sales, Lotus Notes, Windows XP, Windows 7, Active Directory, Citrix, Support Works
- Worked in a Team of 5 and provided 2nd line Support to all European and UK offices
- This involved supporting Channel Management Systems, publishing Applications via Citrix, provided remote software and Systems support
- Managing application releases to various Territories and coordinating issues raised with 3rd Party Suppliers
- Liaising with 3rd Party Suppliers and various teams internally to resolve issues
- Implementation of new Systems and provided regular updates of issues for Senior Management
2nd Line Application support (SAP)
Serco
09.2009 - 02.2010
- Company Overview: (Secondment)
- SAP, Remedy v7, Lotus Notes, LANDesk, Zenworks, Windows XP
- Worked in a team of 4 and provided 2nd line application support to council employees on SAP
- This involved dealing with issues logged by 1st line and investigating problems and provided fixes
- Remote software tools used to solve issues, showed users how the system worked and answered ‘How To’ questions
- This also involved providing classroom based Training on how to use various modules within SAP
- (Secondment)
Senior Service Desk Analyst
Serco
05.2007 - 09.2009
- Windows 2000, Windows XP, Citrix, Secure Envoy, Lotus Notes, MS office, LANDesk, Novell Netware Administrator, Wyse Terminals
- Worked in a team of 10 and provided network administration using Novell Netware and application support to all council employees
- Provided support on MS office products, Lotus Notes email client, Citrix and other in house applications
- Daily tasks involved logging and resolving issues reported and using remote software tools to fix problems
- Also diagnosing hardware issues and assigning to Desktop support team
- Acting as the main focal point for Remedy Training and provided Training to HCC staff as and when required
Application Support Consultant
SMART Human Logistics
08.2006 - 05.2007
- Windows XP, SQL, XP, Bespoke Software
- Worked in a small team of 3 for a Software House and provided 1st class application support to external clients such as Habitat, Ocado, Jaguar, Air France, Robert Wiseman Dairies etc
- Daily tasks involved investigating issues reported by Clients and providing fixes or workarounds
- Restoring SQL databases and testing issues reported by Users
- Diagnosing Software and Hardware related issues and using remote tools to resolve application problems
- Logging software bugs & enhancement requests to the Development team and provided regular feedback to clients
Service Desk Analyst
Hertfordshire Health Informatics
03.2006 - 08.2006
- Company Overview: NHS
- Windows 2000/ XP, Active Directory, MS Office 2000 / XP, Outlook 2000 / 2003, SMS, Remedy
- Worked in a team of 8 and provided telephone support to all users within 8 different primary care trusts
- Daily tasks involved network account administration, provided application support, troubleshooting & diagnosing faults
- Using SMS to connect to users remotely and fixing faults
- Managing call queues and ensuring SLA targets were being met
- NHS
Service Desk Analyst
HENKEL Ltd
07.2005 - 03.2006
- Company Overview: Hatfield
- Windows 2000/ XP, Active Directory, MS Office 2000 / XP, LANDesk, Remedy and Lotus Notes
- Worked in a team of 4 and provided 1st & 2nd line to support to all staff using Remedy call logging system
- Provided network administration using Active directory; created email accounts using Domino Administrator and creating SAP accounts
- Provided general application support on MS Office products, Lotus Notes and other bespoke applications
- Dealt with connectivity issues for remote Laptop users
- Writing up documentation for the team as and when required
- Logging issues from the Support mailbox, logging calls for new mobile phone requests, 3G aircards, Laptops and other equipment
- Following procedures to ensure SLA targets were met
- Hatfield
Application Support Analyst & Software Tester
The Walt Disney Company
06.2001 - 07.2005
- Company Overview: London
- Windows 2000, Office 2003, Outlook 2003, SAP, Channel Management Software (Broadcast Master, Sales Master, both written by HARRIS), Lotus Notes, Channel Reporting (SQL) and various in house applications
- Worked in a team of 6 and provided 1st & 2nd line application support to users of Broadcast Applications and other bespoke software
- Configuring of Live and Training databases for launch of new Disney channels
- Daily tasks included Account administration on Broadcast Applications in Europe and Latin America and also provided general application support or workarounds on critical systems
- Worked at Disney involved releasing new software to Clients on a regular basis to resolve specific bugs which had been reported by the various Territories and releasing new enhancement requests as and when required
- This involved on-site visits discussing the changes required, these were then documented, approved and forwarded onto 3rd party
- Testing was done on new software, either manually with written Test scripts or via Test Director
- Test results had to be documented and reviewed, after which a release date was agreed with the users
- Project follow up visits were also carried out to ensure the Systems worked as expected and discussions were held to ascertain changes required
- Also escalated bugs / issues to third party Supplier were necessary and chased up issues to ensure they were resolved in a timely manner with minimal impact to the Business
- Configuration of ODBC drivers was also necessary to allow users to connect to the in house databases running on SQL Server
- Also used Channel reporting to extract data from the Broadcast Software e.g
- Information on schedules, Tapes reports etc
- The knowledge base had to be regularly updated with information which was useful to the team for problem solving and diagnosis
- Built a strong working relationship with key stakeholders and was a focal point for Broadcast Support issues for some territories, e.g
- France, Spain & Latin America
- London
Helpdesk Support Analyst
Glaxo SmithKline
09.2000 - 06.2001
- Company Overview: Hertfordshire
- Win NT Workstation, NT Server, Office 97, Lotus Notes, IE5, Lotus Organizer, JD Edwards & Royal Blue Helpdesk and other in-house applications
- Worked in a team of 6, and provided 1 & 2nd line telephone support to all GSK staff
- Provided network administrative support within an NT environment, and administering AS400 system
- Helping new & existing users to effectively utilise the AS400 System, by answering ‘how do I…’ questions
- Diagnosing user problems and resolving support calls
- Provided application support on Lotus Notes, MS Office products & other in-house apps
- Writing documentation when necessary
- Configuring laptops for remote users, this involved Installing ISDN Modems, Nokia Gold cards and SMART network cards
- Hertfordshire
Helpdesk Support
World Health Organisation
02.2000 - 08.2000
- Company Overview: Geneva
- Win NT Workstation, NT Server, Systems Management Server, Office ’97, Outlook 98 & 2000, IE4, IE5, FrontPage ’98, Lotus ccmail, Lotus Organiser
- Worked in a Team of 6 and using SMS client to provide technical support to all W.H.O staff
- Diagnosing user problems, fault finding and fixing problems
- User accounts administration: rebuilding user profiles, moving user accounts, creating new accounts, and deleting old accounts
- Re-installing software, installing printer drivers, zip drives etc
- Provided application support on Outlook 2000, Office 97, Lotus applications and other non-standard software
- Using Frontpage’98 to produce documentation and technical information for users and I.T Co-ordinators onto the W.H.O Intranet
- Participated in Outlook migration project
- Geneva
Education
CIPD Level 3 - People & Culture
REED
Hertfordshire 09.2023 - 09.2024
Bachelor of Arts -
Business Computing With French
Sunderland06.1995
Microsoft Certified Professional -
Training Centre
LondonITIL Foundation v2 & v3 Certified - undefined
Service Now Fundamentals - undefined
Service Now Implementation - undefined
Skills
- Customer support
- Documentation Skills
- Knowledge base management
- Problem analysis
- Problem Diagnosis
- Problem Resolution
- Software Training
- Third party Supplier management
Timeline
HR Case Advisor
Sopra Steria
01.2024 - 03.2025
CIPD Level 3 - People & Culture
REED
09.2023 - 09.2024
Amazon Connect Developer
Sopra Steria
09.2022 - 12.2023
Service Now Consultant
Sopra Steria
03.2022 - 09.2022
Infrastructure Engineer / Shift Coordinator
Sopra Steria
09.2020 - 03.2022
2nd Line Support Engineer
Meggitt Aviation
05.2018 - 08.2020
1st & 2nd Line Service Desk Engineer
Brighthouse Head Office
12.2017 - 05.2018
1st & 2nd Line Engineer / Deployment
Ajilon (Adecco Group)
10.2016 - 12.2017
Deployment Engineer
HBLICT (NHS)
02.2016 - 09.2016
Desktop Support Analyst
Peabody
05.2014 - 04.2015
Service Desk Analyst
Barnet County Council
10.2013 - 02.2014
IT Support (via Service Desk)
Surrey County Council
10.2012 - 09.2013
2nd line Application Support Analyst
Walt Disney Co .Ltd
02.2010 - 06.2012
2nd Line Application support (SAP)
Serco
09.2009 - 02.2010
Senior Service Desk Analyst
Serco
05.2007 - 09.2009
Application Support Consultant
SMART Human Logistics
08.2006 - 05.2007
Service Desk Analyst
Hertfordshire Health Informatics
03.2006 - 08.2006
Service Desk Analyst
HENKEL Ltd
07.2005 - 03.2006
Application Support Analyst & Software Tester
The Walt Disney Company
06.2001 - 07.2005
Helpdesk Support Analyst
Glaxo SmithKline
09.2000 - 06.2001
Helpdesk Support
World Health Organisation
02.2000 - 08.2000
ITIL Foundation v2 & v3 Certified - undefined
Service Now Fundamentals - undefined
Service Now Implementation - undefined
Bachelor of Arts -
Business Computing With French
Microsoft Certified Professional -
Training Centre
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