Eesa Amon

Key Achievements

• Consistently resolve 500+ incidents and service requests per week whilst maintaining 100% SLA compliance .
• Played a key role in reducing the Oracle E-Business queue from 450+ outstanding tickets with 40% outside SLA to 0 outstanding tickets and 0% outside SLA within two weeks of joining the team.
• Regularly recognised by customers and senior management for delivering exceptional customer service, professionalism and high-quality technical support.
• Trusted to train new starters and provide guidance and technical support to colleagues across the team.
• Supported the implementation and ongoing operation of the Joiners, Movers and Leavers (JML) access management process.

Responsibilities

• Provide first-line support for Oracle E-Business Suite, ensuring users maintain secure and reliable access to critical business applications.
• Administer Active Directory , Microsoft Entra ID and Microsoft 365 Admin Centre , including user accounts, administrator accounts, service accounts, password resets and security group management.
• Manage user access by granting, modifying and removing permissions in accordance with governance and security policies.
• Create and administer Ellipse user accounts, validating mandatory training requirements before granting system access.
• Process Authority to Incur (A2I) , Authority to Vary (A2V) and Authority to Contract (A2C) requests, ensuring compliance with organisational approval processes.
• Create, modify and remove Oracle responsibilities, transfer workflow notifications and maintain the ServiceNow responsibility matrix.
• Produce audit evidence and support access reviews to ensure compliance with internal governance requirements.
• Administer Exchange Online and Exchange On-Premises , including shared mailboxes, shared calendars, distribution lists and mailbox permissions.
• Support Microsoft Intune , SCCM and manual software deployments, installations and removals across enterprise devices.
• Investigate and resolve incidents using structured troubleshooting and root cause analysis, collaborating with infrastructure, application and security teams where required.
• Support Single Sign-On (SSO) access for enterprise applications, including mandatory e-learning platforms.
• Utilise ServiceNow to manage incidents, service requests, problem records and change-related activities within agreed service levels.
• Create comprehensive knowledge articles and work instructions to improve consistency, knowledge sharing and operational efficiency.
• Maintain strong relationships with customers, stakeholders and technical teams through professional communication and effective expectation management.
• Prioritise workload effectively to consistently meet operational targets, service levels and customer expectations.

• Managed invoice, sales, purchase and order processing using Sage Accounts 50 , ensuring the accuracy and integrity of business data.
• Analysed spreadsheets and financial records to identify discrepancies and maintain accurate company information.
• Coordinated equipment maintenance and supported day-to-day IT operations to minimise business disruption.
• Communicated technical information and troubleshooting guidance to non-technical users in a clear and understandable manner.
• Built strong working relationships with internal departments, suppliers and customers through professional communication.
• Managed high volumes of email and telephone enquiries while maintaining excellent customer service standards.
• Assisted with administrative processes, data management and operational improvements across the business.

• Assisted with vehicle maintenance, diagnostics and general workshop operations.
• Managed customer enquiries, bookings and scheduling while delivering excellent customer service.
• Maintained accurate inventory records and supported efficient stock management.
• Worked within a fast-paced environment, prioritising workload to meet customer expectations and business deadlines.