Laura Elliott
Edinburgh
Summary
Driven, professional and eager to excel as a Service Desk Agent. Possesses strong problem-solving skills and excellent communication abilities, with a knack for customer service and technical troubleshooting. Aims to enhance service efficiency and customer satisfaction in a support role.
Overview
20
20
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Personal Assistant
Thistle Foundation
2021.11 - 2023.11
- Assisted a neurodiverse individual in navigating social situations
- Assisted the individual during food shopping while promoting healthy choices
- Promoted dialogue regarding thought processes and emotional regulation
- Motivated and assisted the individual in managing personal finances, including accurate counting of money for shopping transactions.
- Alleviate stressful scenarios by applying humour alongside positive reinforcement.
IT Support Analyst
Baillie Gifford
2018.11 - 2019.02
- Distributed support calls to broader IT support team
- Engaged with client and 1st/2nd/3rd line support to rectify the issue
- Contributed to helpdesk operations by answering customer queries.
- Provided technical support for improved user experience.
- Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
- Referred to internal knowledge base to quickly locate and apply up-to-date troubleshooting steps.
- Organised workspaces for employees with computer, monitors and associated cabling or equipment.
Technical Support Analyst
Digital Orchard IT
Edinburgh
2017.04 - 2018.06
- Tackled IT issues for diverse clients such as an international data analytics company and a restaurant, employing remote and on-site methods.
Supported farm and storage companies by addressing technical problems swiftly to minimise downtime.
Executed efficient problem-solving strategies through both virtual and physical interventions. - Coordinated with American engineers when necessary.
- Participated in significant email migration project
- Administered Active Directory for generating and eliminating accounts in addition to rectifying login issues
- Deployed and set up software in alignment with client requirements
- Engaged with building engineers to troubleshoot and resolve network challenges
- Supported and trained junior members of our team
- Installed operating systems updates, ensuring maximum security.
- Executed software installations to ensure efficient systems operation.
- Coordinated hardware repairs for extended equipment life.
- Designed user-friendly manuals to facilitate easy self-service troubleshooting.
- Provided quick solutions to clients' technical inquiries, enhancing customer relationship management.
- Performed network configurations, establishing stable connection across devices.
- Enhanced user experience by troubleshooting and resolving technical issues effectively.
- Managed ticketing system, improving customer satisfaction rate.
- Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
- Troubleshot operating systems, hardware and software problems to identify root causes.
Service Desk Analyst
Miller Group
Edinburgh
2011.02 - 2013.04
- Managed user IT and Telecoms issues through face-to-face and remote interactions, escalating to 2nd line support if essential
- Constructed and configured desktops and laptops during hardware and software operating system upgrade from Windows XP to Windows 7.
- Creating and terminating user accounts
- Participated in Disaster Recovery processes
- Worked with colleagues to introduce a streamlined procurement process
- Proficient in the use of call logging software (Assyst)
- Continuously met SLA’s
- Gained experience working within an ITIL environment
IT Contractor
Crown Office and Procurator Fiscal Services
Edinburgh
2010.03 - 2010.09
- Collated the hardware specifications for the servers within the organization into a database
- Monitored the performance of the spam filters
- Researched various system management products (HP, Dell, IBM). These were implemented into a virtual environment, in order to test their functionality and ascertain how well they met our requirements
- Liaised with engineers when they came on-site and was the primary phone contact with several external engineers and help-desks
IT Contractor
Crown Office and Procurator Fiscal Services
Edinburgh
2010.03 - 2010.09
- Collated the hardware specifications for the servers within the organization into a database
- Monitored the performance of the spam filters
- Researched various system management products (HP, Dell, IBM). These were implemented into a virtual environment, in order to test their functionality and ascertain how well they met our requirements
- Liaised with engineers when they came on-site and was the primary phone contact with several external engineers and help-desks
IT Support (Voluntary)
St Andrews Hearing Services
St Andrews, Fife
2007.12 - 2010.02
- Assisted this company in the upgrading of their small LAN, advising them on the purchase of two PCs and a printer
- Walked them through an initial setup and provided training by telephone on how to re-join the network after experiencing a signal loss
- Remotely helped with any desktop application issue
IT Support (Voluntary)
Nisus Scotland
Edinburgh
2004.05 - 2007.11
- Installed and configured desktop applications
- Re-cabling of the rooms
- Recovered lost data from backups
- Resolved IT issues experienced by the staff
Education
Bachelor of Engineering - Computer Systems and Networks
Edinburgh Napier University
Edinburgh 2013.09 - 2016.06
HND - Computer Networking and Internet Technology
Edinburgh College
2006.01 - 2008.01
Skills
- LAN/WAN networking
- Windows OS – XP/Vista/7/8/10
- Office365
- Active Directory
- Remote Support
- Cabling – crossover, straight through and patch
- Programming – C#, Python and SQL
- Project management
- Self-Motivation in remote work
- Resilience in stressful situations
- Patience with end users
- Resolving conflicts professionally
- Observing strict confidentiality
Certification
- PRINCE2 Foundation 2016
- CCNA Routing and Switching: Introduction to Networks 2014
- CCNA Exploration: Accessing the WAN 2009
References
References available on request
Timeline
Personal Assistant
Thistle Foundation
2021.11 - 2023.11
IT Support Analyst
Baillie Gifford
2018.11 - 2019.02
Technical Support Analyst
Digital Orchard IT
2017.04 - 2018.06
Bachelor of Engineering - Computer Systems and Networks
Edinburgh Napier University
2013.09 - 2016.06
Service Desk Analyst
Miller Group
2011.02 - 2013.04
IT Contractor
Crown Office and Procurator Fiscal Services
2010.03 - 2010.09
IT Contractor
Crown Office and Procurator Fiscal Services
2010.03 - 2010.09
IT Support (Voluntary)
St Andrews Hearing Services
2007.12 - 2010.02
HND - Computer Networking and Internet Technology
Edinburgh College
2006.01 - 2008.01
IT Support (Voluntary)
Nisus Scotland
2004.05 - 2007.11