Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

James Spencer (Jj)

Ilkeston

Summary

IT support professional with strong background in managing and resolving technical issues. Skilled in troubleshooting, system optimization, cloud based administration and providing top-notch customer support for 900+ staff. Focused on team collaboration and adaptable to changing needs, ensuring reliable and efficient IT operations.

I love a challenge, helping my team succeed and keeping things running as smoothly as possible.

I may not know everything but I'm quick to learn and have a passion for everything IT!

Overview

2
2
years of professional experience
1
1
Certification

Work History

Senior IT Support Analyst

P3 Charity
01.2024 - Current
  • Managing/Overseeing Tier 1 & 2 Helpdesk with escalation to 3rd line/3rd Party vendor.
  • Creation and Maintenance of IT Knowledge Bases.
  • Installation, configuration, maintenance, patching and support of Software/Hardware through various SaaS, Cloud administration portals and MDM solutions.
  • Managed vendor relationships to negotiate cost-effective service contracts and obtain the best possible pricing on equipment/software purchases.
  • Creation and updates of Intune Configuration/Compliance Profiles.
  • Investigation, Mitigation and Prevention of Cyber Security threats through Cynet360 and Windows Defender.
  • Leading Hardware refresh cycles and patching to comply with Cyber Essentials Plus and NHS Toolkit(DSPT).
  • Co-Project lead on Printer Fleet replacement/deployment for UK wide sites.
  • White glove C-Suite support at a high standard for priority users with long term aftercare.
  • SARS requests, Data Security, Governance and Auditing alongside HR Department requests.
  • Mentored junior IT Support Analysts, fostering a collaborative environment that promoted professional growth and skill development.
  • Research and implementation of new technologies/Integration with current systems.
  • Setup, Optimization, Maintenance and Upgrades of office networks.
  • Collaborated with outside departments to implement system-wide improvements.
  • 365, Teams, Exchange, Entra-ID and Intune Administration.
  • Managing and Purchasing of Software licenses(Microsoft, Adobe CC, Dragon, 8x8, Canva) in-line with business needs.
  • Creation and management of Employee Development Plans to upskill staff in area's they are passionate about and filling skill gaps within the Team.


IT Support Analyst

P3 Charity
02.2023 - 01.2024
  • End user support in a friendly and efficient manner.
  • PC, Laptop and Mobile device hardware setup(Apple, Android, Windows and Networking).
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Improved processes such as asset management, software installation and MDM management.
  • 1st and 2nd Line helpdesk.
  • On-site installation and setup of newly acquired offices to a high standard.
  • Providing personal inductions for newly onboarded staff of every department.
  • Logging and prioritization of tickets depending on severity of issues.
  • Professional communication through face to face, phone and Email during support calls.
  • Administration of user accounts including onboarding/offboarding.
  • Hardware repair(Screen replacements, SSD/HDD replacement etc).
  • Working to a deadline with ticket SLA's.
  • Software deployment via MDM and Intune.
  • Diagnosing, troubleshooting and resolving issues with users or software.
  • Escalating to 3rd line/3rd party vendor for complex issues.
  • Detailed notes of issues and processes on tickets.
  • Taking on projects for skill growth and greater responsibility.
  • Working in a team to resolve issues and complete projects in a timely and efficient manner.

Education

BTEC Digital Arts And Design - Triple Distinction Merit

Nottingham College
Nottingham, United Kingdom

BTEC Fine Arts - Distinction

Nottingham College
Nottingham, United Kingdom

Skills

  • Intune administration
  • Entra-ID
  • 365 Administration
  • Advanced troubleshooting/Critical thinking
  • Software deployment, management, patching
  • Cyber-security
  • Apple Business Manager/VPP
  • Ubiquity and Dreytek networking
  • Cloud deployment
  • User account management
  • Project management
  • System documentation
  • Azure AD

Accomplishments

    Setup and integrated Apple Business Manager with Intune allowing management of Apple devices in the company.

    Overhauled the IT team space and processes including the Asset management, repair and recycling. I also implemented a self guided study program for my team allowing them to upskill during work hours to improve the teams overall skills.

    Improved the Intune policies for updates, security and administration.

    I became a Senior within a year of joining the team through hard work, determination and an undying love for IT learning.

    Lead multiple projects to improve the overall IT systems and hardware including hardware cycles, security audits and end user satisifaction.

Certification

Google Cloud Fundamentals: Core Infrastructure


Implement Cloud Security Fundamentals on Google Cloud


Google Cloud Computing Foundations: Cloud Computing Fundamentals


Implement Load Balancing on Compute Engine

Timeline

Senior IT Support Analyst

P3 Charity
01.2024 - Current

IT Support Analyst

P3 Charity
02.2023 - 01.2024

BTEC Digital Arts And Design - Triple Distinction Merit

Nottingham College

BTEC Fine Arts - Distinction

Nottingham College

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James Spencer (Jj)