Hiten Pancholi
Summary
Decade of industry expertise as an experienced Desktop Analyst, with a diverse range of roles from First Line Support to Project Co-ordination. Collaborated with renowned organizations such as Travis Perkins, ALDI, and most recently Aggregate Industries.Experienced in deploying, upgrading, and configuring hardware and systems on Windows operating systems. Skilled in providing technical support to minimize business downtime. Seeking to find a new opportunity where I can apply my skills and years of experience to help improve the services and systems available in the workplace.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Desktop Analyst
Aggregate Industries Limited
01.2022 - Current
- Offering solutions for more complex issues arising from Service Desk and BAU Support
- Testing and Deployment of Security Patches to ensure all clients are kept secure and up to date
- Managing our own custom Windows 11 image and liaising with 3rd parties to ensure deployment
- Single Point of Contact for VIP Users (General IT Support and onsite presence for Board Meetings)
- Maintaining Support Documentation to ensure Service Desk have the latest fixes available to them
- Exploring new technologies for Business Demands, Operational Issues and general improvements
- Liaising with Vendors for Printers, Telephony and File Storage solutions
- Installation and Management of Conference Rooms across business using equipment from Barco and Logitech
National IT Technician
ALDI Stores Limited
01.2019 - 01.2022
- Build and Deploy Desktop and Laptops across Head Office
- Manage and complete office moves between departments
- Application support ranging from MS Office Products to bespoke ALDI applications
- Administer user permissions for Files, Mailboxes and Applications
- Produce technical Knowledge Base documents for Global Service Desk
- Provide onsite presence across Regional Office for any Major IT Changes
- Offer Ad-Hoc support to Project and 3rd Line Teams
Project Coordinator
Travis Perkins
05.2018 - 11.2018
- Maintaining Project Tracker which was distributed with Business Stakeholders
- Co-Ordinated support between Travis Perkins Support Teams and Vodafone
- Arranged Focus Groups with department managers to gauge key requirements
- Completed data collection exercise across multiple sites
- Attended site on “Go Live” day to manage any Issues and coordinate support
IT Site Service Support
Travis Perkins
04.2017 - 05.2018
- Provided early life support to any new stores which had opened or undergone any kind of IT change
- Manage internal office moves ensuring all IT Equipment was tested and ready to use
- Relocations ranged from single departments to new head office opening consisting of 500 users
- Liaised with Vendors to ensure IT equipment was installed or removed as per project milestones
- Assisted procurement team with ordering IT Equipment and Network Circuits
Service Desk Analyst
Travis Perkins
04.2015 - 04.2017
- Supported all Store hardware items ranging from PDQ terminals, Scanners and Receipt Printers
- Troubleshooting ePOS Hardware and in-house ePOS Software
- Tracked Service calls with vendors such as Capita and Barron McCann
- Escalated more complex issues internal 2nd and 3rd Line support teams
- Trained and mentored new Analyst on the Service Desk
First Line Support (Aon Account)
CSC
02.2014 - 04.2015
- General IT queries ranging from Account Locks to Remote VPN issues
- Resolving issues with Lotus Mail System and various Aon applications
- Initial triage of tickets logged via Email and instant chat
- Provided technical training to overseas colleagues as part of account hand over
- Produced calls scripts and detailed Support Documentation
Education
Wreak Valley College
LeicesterBachelor of Science - Computer Systems Networks
Nottingham Trent University
Nottingham06.2011
Skills
- Windows Operating System
- Remote Desktop Support
- End-user support
- Application installations
- Hardware Installation
- Active Directory Management
- Mobile Device Management
- Asset Management
- Patch management
- Project Coordination
- Video Conferencing
- AV issue resolution
Core Competencies
- Assessing current state of existing safety programs and identifying methods of improvement.
- Pinpointing educational and outreach strategies to raise health and safety literacy company-wide.
- Use computer systems and software suites to create useful and comprehensive reports for management and record-keeping.
- Developing and using job hazard analysis (JHA) material.
- Participating in emergency response plan development.
- Oversight of hazardous waste management, handling and containment practices.
Certification
CompTIA A+ Essentials, August 2013
Timeline
Desktop Analyst
Aggregate Industries Limited
01.2022 - Current
National IT Technician
ALDI Stores Limited
01.2019 - 01.2022
Project Coordinator
Travis Perkins
05.2018 - 11.2018
IT Site Service Support
Travis Perkins
04.2017 - 05.2018
Service Desk Analyst
Travis Perkins
04.2015 - 04.2017
First Line Support (Aon Account)
CSC
02.2014 - 04.2015
Wreak Valley College
Bachelor of Science - Computer Systems Networks
Nottingham Trent University
Similar Profiles
Cesar MongeCesar Monge
Laborer Operator at Aggregate IndustriesLaborer Operator at Aggregate Industries
Ryan ApodacaRyan Apodaca
Batchman at Aggregate IndustriesBatchman at Aggregate Industries
Hannah van WaelsdenHannah van Waelsden
Environment Business Partner at Aggregate IndustriesEnvironment Business Partner at Aggregate Industries