Dean Lowry

In my most recent Role as 1st line manager I was responsible for a team of 11 members of staff.

I was responsible for the daily operation of the 1st line and end user team.

Helping to ensure the service desk is constantly developing and improving to meet the customers demands.

As part of my role I demonstrated the following:

• Ability to manage, coordinate and implement staffing schedules including out of hours and on call rotas, ensuring operational efficiency.
• Resolve conflicts by acting as mediator when appropriate.
• Assessed staffs knowledge, strengths and skills gaps, enabling the opportunities to explore further training and implement improvement.
• Designed and carried out training to further develop staff based on business goals.
• Acted as point of contact for high-level queries and represented team at senior leadership meetings.
• Streamlined processes to improve and optimise office operations.
• Introduced new opportunities for team building and communication, resulting in better team performance.
• Upskilled staff through targeted training opportunities, enhancing team capabilities.
• Supported team by demonstrating respect and willingness to help and building trusting relationships.
• Led infrastructure projects to install and upgrade various systems.
• Managed team of IT support technicians, developing workflows and processes.

• Supported a team of 10 colleagues, overseeing the day to day operations of the team, conducting performance appraisals, and organising team meetings, rotas and staffing.
• Carry out performance reviews and one to ones
• Overseeing the delivery of reliable, high quality technical support
• Logged and followed-up on unresolved issues and cases not covered by internal resources.
• Assisted wider customer service teams to produce external user guides and internal support tools.
• Acquired, set up and configured hardware and software to meet specific customer requirements.
• Led, trained and monitored staff
• Reviewed and prioritise service desk ticketing
• Offered technical expertise to contribute to 1st, 2nd and 3rd line of support.

• Performed a broad range of 1st/2nd line technical support activities on a wide range of customer hardware and software platforms, being a point of escalation for team members, ensuring that SLA targets are met.
• First point of contact for customers
• Answered user questions about hardware and software operation to help resolve problems.
• Investigated and diagnosed customer's technical and product queries.
• Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
• Employed advanced troubleshooting and expert application knowledge to solve system user problems.
• Organised workspaces for employees with computer, monitors and associated cabling or equipment.
• Delivered complete set-up assistance for networking systems, IP phone equiment and related IT equipment
• Installed new software for users and monitored version and patch update requirements.
• Offered technical expertise to contribute to 2nd and 3rd line of support.
• Conducted server back-up and recovery operations in line with protocols.
• Troubleshot operating systems, hardware and software problems to identify root causes.
• Handled high-volume telephone and email enquiries to minimise backlogs.
• provided onsite and remote support for clients.
• Install, update and configure PC hardware/software

• Responsible for the day to day administration, configuration, and smooth running of I.T within the Telford site, including hardware and software support, Active Directory administration, and user support.

In this role I worked with a team of five Engineers, collectively responsible for the everyday running of all PC hardware/software across multiple sites and shops nationwide.

Addressing all IT queries from clients within the organisation professionally and providing a rapid response to system calls.