Joseph Williams
Newport,United Kingdom
Summary
Trained IT worker skilled with hardware and software. Analytical in investigating problems, tracing root causes and correcting routine or serious issues. Communicates easily with technical and non-technical personnel to deliver quality support.
Self-disciplined professional with ample experience in IT, customer service and technical support. Adept in troubleshooting, diagnosing and designing computer systems to customise client needs. Eager to enhance skills and achieve growth in organisation.
Overview
9
9
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Senior Desktop Analyst
Torfaen County Borough Council
Newport
06.2024 - Current
- Managing operations for IT systems in Wales' second largest secondary school, providing support to other 1900 [u
- Responsible for maintenance, repairs and support for complex systems including but not limited to InTune, Jamf, Meraki and SCCM.
- Provide ongoing support for third-party systems such as cashless systems, troubleshooting payment queries.
- Communicated with staff at all organisational levels to assess current systems.
- Conducted comprehensive audits of on-site IT equipment to identify trends
- Specialised in ITIL-compliant helpdesk system management with HaloITSM and FreshDesk
- Managed small team, allocating and prioritising workload efficiently
- Researched possible organisational improvements on IT best practices procedures.
- Located deviations from standard operating procedures, understanding causes and preventing reoccurrence.
- Implemented new software to increase work efficiency.
- Automated tasks to increase efficiency and reduce department workload.
- Assisted teams with implementing new recommendations and revising instructions for staff.
Desktop Analyst
TORFAEN COUNTY BOROUGH COUNCIL
07.2023 - 06.2024
- Working as an IT specialist for the local councils, my role is pivotal in ensuring technologies within the education sector are proficient, functional and adaptive
- Based within multiple school settings, providing support as required for technologies such as, but not limited to, Windows, Office, Apple, Google
- My duties for this role, include, but not limited to:
- 1
- Installing, maintaining and proactively supporting hardware and software as part of 1st and 2nd line desktop support
- 2
- Rolling out new technologies within the school
- 3
- Providing advice and guidance to the schools where appropriate
- 4
- Providing Desktop support in a 1st/2nd line role with the knowledge of when to escalate issues to the 3rd line team with full investigation and information
- 5
- Maintaining a support log of repairs via the Service Desk tool and keeping schools informed of progress and keeping equipment in good working order
- 6
- Producing support materials for schools where required
- 7
- Maintaining a school inventory of hardware to be updated when new equipment is added, and old equipment disposed of
- 8
- Demonstrating and assisting in the safe and effective use of specialist equipment and software
- 9
- Establishing constructive relationships and communicating with other agencies/professionals to support the objectives of the ICT service to headteachers, teachers, learners and governors
- 10
- Maintaining an awareness of developing ICT trends and innovations, particularly within an educational setting, to enhance the teaching and learning environment including research and development
- 11
- Providing advice, guidance and support to colleagues within the SRS (Shared Resource Service, IT section of the local council)
- 12
- Having a working understanding and hands on experience of (but not limited to) the following: a
- Windows b
- Active Directory c
- Exchange Mailbox Management d
- File Systems e
- Printing Services f
- Network Patching and Troubleshooting g
- SCCM/Imaging Software h
- Group Policy i
- Microsoft Office j
- Apple Products such as iPads, iMacs and MacBooks k
- Google Apps and products such as Chromebooks
- L
- MDM systems such as Meraki and Jamf
- M
- Windows Server n
- Command Prompt and Powershell
- I am part of an IT team of experienced and skilled colleagues, working on behalf of a local authority for the public sector
Police Officer
Gwent Police
09.2020 - 07.2023
- My duties and responsibilities as part of being a police constable, as outlined by the College of Policing include;
- Provide appropriate initial and ongoing frontline response to a wide range of incidents that may include complex and confrontational situations, assessing immediate risk, threat and harm to determine a proportionate response in line with the law, policy and guidance
- Take a leading role in establishing effective localised partnerships to problem solve, engage with, reassure and support organisations, groups and individuals across communities in line with the Force's planned approach
- Effectively engage with victims, witnesses, suspects and the vulnerable, in accordance with equality, diversity and human rights considerations, to provide initial support, direct towards relevant services, establish relationships and gather information that prevents and reduces crimes
- Maintain awareness of potential and actual risks to individuals, taking appropriate action to protect and support those in need of public protection to pre-empt or effectively address safety / vulnerability issues
- Conduct effective and efficient priority and high-volume investigations as requested in line with standards of investigation to inform the development of high quality case files and initiation of criminal justice proceedings
- Gather and handle information, intelligence, and evidence, from a variety of sources, in line with legislation, policies and guidance, taking the appropriate action to support investigations, law enforcement and criminal justice proceedings
- Interview victims, witnesses and suspects in relation to appropriate crimes and investigations, to gather information that has the potential to support law enforcement objectives
- Conduct first line analysis of information, intelligence and evidence to determine significance, generate lines of enquiry, inform decision making and support evidence based policing
- Justify and professionally account for actions to ensure adherence to legal frameworks and key working principles, policies and guidance
- Identify opportunities for and support the exploration of new ways of working and innovation in policing, applying critical thinking and problem solving methodologies to identify solutions to problems in line with evidence based practice within area of work
- Support the implementation of problem solving and evidence based policing initiatives by championing and applying relevant methodologies and approaches to area of work
- During my time as a Constable, I had undertaking multiple specialist training courses, including becoming a specially trained officer to obtain and effectively use a Taser, receiving specialist training on methods of entry into premises by utilising equipment such as drills, enforces and bars, and undertaking advanced driving skills to use effectively and safely attend incidents' using police vehicle equipment such as blue lights and sirens
Customer Operations Representative - Payments Specialist
Monzo
07.2019 - 09.2020
- Handling incoming customer queries relating to all their banking needs
- Particularly being part of a team responsible for any payment issue escalations, dealing with backend systems ensuring that BACS, P2P, transfers and Money-In services are in working order
Support Technician
Newsquest Media Group-Newport
05.2018 - 07.2019
- Part of a central team responsible for developing, maintaining and supporting users across the whole business
- Main duties include monitoring help desks, emails and phone calls and responding to incidents that directly involve the main piece of software that the business uses
- Responsible for developing queries and front-end technologies to deliver an optimum experience for user support
- This involves having a direct input on software that users use to complete their main duties
- Maintaining software by regularly testing new inputs and ensuring optimum performance by directly communicating with third party developers
- Responsible for the development and publication of internal websites, help desk software and materials such as group wide documentation and auditing
- Responsible for travelling across the country and training end users on CMS and Publishing software as well as providing 1st line support
- Day to day duties include resolving user issues such as connection issues, computer errors, hardware failure etc
- Also responsible for creating reports using complex formulas in Excel
Claims Handler
Admiral Insurance-Newport
08.2017 - 03.2018
- As a claims handler for an insurance company, I was the first point of contact for anyone who had just been involved in an accident in their vehicle
- By remaining calm, being supportive and ensuring a quick and easy call with the customer was top priority
- My duties included gathering evidence of an accident, assessing the situation for safety, discussing liability and discussing the next steps
- In my time at this company, I received many, great feedback from customers
- Rated 5/5 for professionalism, courtesy and customer experience from customers themselves
Sales Advisor
Three UK
03.2016 - 02.2018
- Part of the Retail Sales team, my job was to ensure that I deliver high standard of customer service while always making sure the customer is getting what they want with confidence
- By building a rapport with the customer and engaging in conversations, my role enabled me to truly be myself and enjoy interacting with other people around me
- Hitting KPIs was a good aim in this company, but having a high customer feedback rate proved more valuable
- Day to day duties included discussing all the latest mobile phones, tablets and WiFi devices, creating packages for customers that will benefit them
- Hold talks with people who may need a little help getting to grips with their phone and setting it up
- In my time at this company, I gained many rewards
- Most notably, an MVP (Most Valuable Player) of the year for outstanding customer service, product knowledge and sales
Associate
Celtic Manor
10.2015 - 03.2016
- As an associate at a prestigious 5 star hotel resort, my main duties were to ensure that all guests were welcomes with a smile and that they are settled in
Education
BTEC Extended Diploma Level 3 - Information Technology
Coleg Gwent
09.2015 - 04.2017
GCSE - Information Technology
Ysgol Gyfun Gwynllyw
GCSE - English
Ysgol Gyfun Gwynllyw
Pont-y-pŵl, TorfaenGCSE - Mathematics
Ysgol Gyfun Gwynllyw
Pont-y-pŵl, TorfaenILM Level 4 -
The Institute of Leadership
02.2024 - 07.2024
Skills
- Customer engagement
- Remote desktop experience
- Microsoft office suite mastery
- Mobile device management
- Incident Management
- Desktop support proficiency
- Project coordination
- Network debugging
- Microsoft Office Suite
- Application installations
- CISCO switches and firewalls
- Hardware and software configurations
- People Management
- Application support
- Remote support tools
- Vmware
- MS Windows System Support
- Cloud platforms
- Troubleshooting expertise
- Command line interfaces
- Call centre experience
- Team player
- Active directory experience
- Office 365
- Automation tools and scripting
- Mobile devices support
- IT consultation
Certification
- Full UK Driving Licence, Present
- Emergency Response trained
Custom
Microsoft SharePoint Certification, 12/01/18
Accomplishments
Awarded a Senior Position at current employment after 12 months.
Languages
Welsh
Fluent
Affiliations
- Football Association of Wales Official
References
References available upon request.
Timeline
Senior Desktop Analyst
Torfaen County Borough Council
06.2024 - Current
ILM Level 4 -
The Institute of Leadership
02.2024 - 07.2024
Desktop Analyst
TORFAEN COUNTY BOROUGH COUNCIL
07.2023 - 06.2024
Police Officer
Gwent Police
09.2020 - 07.2023
Customer Operations Representative - Payments Specialist
Monzo
07.2019 - 09.2020
Support Technician
Newsquest Media Group-Newport
05.2018 - 07.2019
Claims Handler
Admiral Insurance-Newport
08.2017 - 03.2018
Sales Advisor
Three UK
03.2016 - 02.2018
Associate
Celtic Manor
10.2015 - 03.2016
BTEC Extended Diploma Level 3 - Information Technology
Coleg Gwent
09.2015 - 04.2017
GCSE - Information Technology
Ysgol Gyfun Gwynllyw
GCSE - English
Ysgol Gyfun Gwynllyw
GCSE - Mathematics
Ysgol Gyfun Gwynllyw
- Full UK Driving Licence, Present
- Emergency Response trained
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