Katia Luke
Stafford,Staffordshire
Summary
Service-oriented IT Support technician, with an 8 year background in a high paced customer orientated, that includes both office and manufacturing environment. Core competencies include excellent team working skills, motivation and determination to provide the best service possible, as well as excellent communication and time-management skills. Handles tasks with accuracy and efficiency.
Overview
8
8
years of professional experience
Work History
IT technician
Electrium Sales Ltd - Siemens
Cannock, Staffordshire
03.2019 - Current
- Provided technical support both remote and in person to internal staff across 3 sites in both an office and factory environment. Took responsibility for the day to day running and IT systems at our manufacturing site in Manchester until its closure in 2024.
- Mentored apprentices and junior staff members with on the job support and acted as 2nd level escalation point for tickets and service requests.
- Active Directory,MDM, SCCM, SharePoint, Resco CRM, Salesforce and Telephony Administration.
- Responsible for Vulnerability Management & Remediation
- SAP Security administrator and general incident/change management administrator.
- Project Management - Led companywide projects including hardware rollouts, MDM Migration & took an active roll in other projects including manufacturing site relocation, Printer deployments & Salesforce rollout.
IT Apprentice
Electrium Sales Ltd - Siemens
Cannock, Staffordshire
11.2016 - 03.2019
- Completed Level 3 and followed onto Level 4 Apprenticeship in IT Software, Web & Telecoms
- Used a helpdesk to log & track work
- Shadowed supervisor and senior staff to learn a wide range of troubleshooting techniques.
- Used observation and active listening to gain thorough understanding of processes and practices.
- Logged work activities, things learned and other items for progress tracking and reference purposes.
Education
NVQ Level 3 - First Responders On Scene: Ambulance Service Community Responder
Future Quals
2021/2021 - /2021
NVQ Level 4 - Higher Level Apprenticeship in IT, Software, Web & Telecoms Professionals
Estio Training
BirminghamNVQ Level 3 - Advanced Level Apprenticeship in IT, Software, Web & Telecoms Professionals
Baltic Training
GCSEs -
Cardinal Griffin Catholic College
Cannock /2011 - /2016
Skills
- Desktop Support
- Project Management
- Customer Service
- Active listening & Communication
- Self Motivated
- Time Management
- Active Listening & Communication
Timeline
IT technician
Electrium Sales Ltd - Siemens
03.2019 - Current
IT Apprentice
Electrium Sales Ltd - Siemens
11.2016 - 03.2019
NVQ Level 3 - First Responders On Scene: Ambulance Service Community Responder
Future Quals
2021/2021 - /2021
NVQ Level 4 - Higher Level Apprenticeship in IT, Software, Web & Telecoms Professionals
Estio Training
NVQ Level 3 - Advanced Level Apprenticeship in IT, Software, Web & Telecoms Professionals
Baltic Training
GCSEs -
Cardinal Griffin Catholic College
/2011 - /2016
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