Ellis Micheal
Newcastle upon Tyne
Summary
Proactive and customer-focused IT professional with extensive experience in service desk operations, IT support, and cybersecurity. Currently serving as a Junior IT Service Desk Analyst at Newcastle upon Tyne Hospitals NHS Foundation Trust, delivering first-line technical support and driving process improvements. Adept at managing IT incidents, troubleshooting, and collaborating with cross-functional teams. Certified in ITIL 4, Microsoft 365, and Azure Fundamentals, with hands-on expertise in NHS and Azure environments. Seeking to bring strong technical and leadership skills to the Senior Service Desk Analyst role at Money and Pensions Service.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
Newcastle Upon Tyne Hospitals NHS Foundation Trust
06.2024 - Current
- Provided 1st and 2nd line technical support, addressing issues with hardware, software, and clinical systems.
- Escalated unresolved incidents to 3rd line support, ensuring timely resolution and adherence to SLAs.
- Configured and maintained PCs, laptops, and peripherals, including deploying OS images and software updates using Microsoft SCCM.
- Collaborated with IT teams and external suppliers to resolve complex technical issues.
- Created and managed user accounts in Active Directory, NHS.net Mail, and other Trust systems.
- Delivered IT support across various Trust locations, ensuring business continuity.
- Monitored IT systems and performed regular health checks to preempt potential issues.
Service Desk Analyst
White Eagles Educational Services
01.2023 - 05.2024
- Led a team of service desk analysts, ensuring timely resolution of technical issues and maintaining high customer satisfaction.
- Acted as an escalation point for complex technical problems, collaborating with other IT teams to implement solutions.
- Monitored and managed ITSM ticketing queues, prioritizing and assigning tasks to team members based on urgency and impact.
- Provided training and mentorship to junior analysts, enhancing team performance and knowledge.
- Developed and maintained documentation for standard operating procedures and troubleshooting guides.
Customer Support Technician
Pentacept Enterprises
01.2019 - 11.2021
- Installed, configured, and maintained operating systems, software applications, and hardware for clients.
- Provided technical support for Azure cloud services, including virtual machines and networking.
- Maintained customer satisfaction by resolving issues promptly and documenting support processes.
Education
Master of Science - Information Technology
Cardiff Metropolitan University
Cardiff, United Kingdom07-2023
Bachelor of Science - Information Technology
Sikkim Manipal University
India10-2017
Skills
- IT Service Desk Management
- Technical Support & Troubleshooting
- Incident & Problem Management
- Microsoft 365 & Azure Administration
- ITIL 4 Foundation Certified
- Cybersecurity Awareness
- Customer Service Excellence
- Process Improvement
Certification
- ITIL 4 Foundation | Global Edulink
- CompTIA IT Fundamentals
- CompTIA A+
- Microsoft 365 Fundamentals (MS-900)
- Azure Fundamentals (AZ-900)
- Cisco Cybersecurity Essentials
- ServiceNow Micro-Certification
Notable Projects
- IT System Upgrade and Migration: Collaborated with NHS IT teams to upgrade legacy systems and deploy new hardware, ensuring minimal disruption to clinical services.
- Knowledge Base Development: Created comprehensive documentation for recurring IT issues, reducing resolution times and improving service desk efficiency.
- Cybersecurity Training: Participated in the Cyber Associates Network program, gaining hands-on experience in threat detection and incident response.
Timeline
IT Service Desk Analyst
Newcastle Upon Tyne Hospitals NHS Foundation Trust
06.2024 - Current
Service Desk Analyst
White Eagles Educational Services
01.2023 - 05.2024
Customer Support Technician
Pentacept Enterprises
01.2019 - 11.2021
- ITIL 4 Foundation | Global Edulink
- CompTIA IT Fundamentals
- CompTIA A+
- Microsoft 365 Fundamentals (MS-900)
- Azure Fundamentals (AZ-900)
- Cisco Cybersecurity Essentials
- ServiceNow Micro-Certification
Master of Science - Information Technology
Cardiff Metropolitan University
Bachelor of Science - Information Technology
Sikkim Manipal University
Similar Profiles
Andrea RiceAndrea Rice
Operating Department Practitioner (ODP) at Newcastle Upon Tyne Hospitals NHS Foundation TrustOperating Department Practitioner (ODP) at Newcastle Upon Tyne Hospitals NHS Foundation Trust
Dennielle Miguel E. FelixDennielle Miguel E. Felix
Admission/Anaesthetics/Recovery/Discharge Nurse at Newcastle upon Tyne Hospital NHS TrustAdmission/Anaesthetics/Recovery/Discharge Nurse at Newcastle upon Tyne Hospital NHS Trust
Harriet ThomasHarriet Thomas
Senior staff nurse at Oxford University Hospitals NHS Foundation TrustSenior staff nurse at Oxford University Hospitals NHS Foundation Trust