Megan Gerrard
Cloud Service Desk Analyst
Hessle
Summary
A highly competent and detail-oriented Cloud Service Desk Analyst with years of experience in providing troubleshooting expertise in hardware and software.
Highly focused with a comprehensive understanding of technical knowledge and experience to handle a range of IT problems. Communicates easily with technical and non-technical personnel to deliver quality support. Analytical in investigating problems, tracing root causes and correcting routine or serious issues. Keeps impeccable documentation of repair actions and articles for those to implement.
Boasting a consistent & proven track record of successfully employing best business practices that improve efficiency, reduce operating costs whilst increasing performance.
Overview
6
6
years of professional experience
3
3
Certifications
4
4
Languages
Work History
Cloud Service Desk Analyst
Giacom World Networks Ltd
Hessle, East Riding Of Yorkshire
02.2019 - Current
- Providing advice, support and practical assistance to system users via IT service desk telephone system and remote support software tools
- Logging and processing support issues via telephone or email whilst ensuring high levels of customer service
- Remote administration and management of customer premises equipment
- To log & prioritize system & user support calls for the second line support team
- Carrying out user administration and set up
- Recording and actioning faults as reported on: PC's, servers, laptops and mobile
- Determining nature of faults and steps required to rectify it
- Writing progress and statistical reports for supervisors and managers
- Using remote control software tools to provide fault resolution and diagnosis
- Creating and administrating Microsoft Exchange email accounts
- Update and maintenance of IT service desk authorized user's database
- Train and supervise other support engineering staff.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Helped streamline repair processes and update procedures for support action consistency.
- Monitored system performance to identify potential issues.
- Consistently met or exceeded key performance indicators related to service quality and response times.
Software Consultant
Airco Ref & Air Conditioning Ltd
Hessle
05.2018 - 05.2018
- Install, configure, and maintain software components used in OCC's clearing and enterprise systems on multiple operating system platforms
- Use high-level expertise with products to advise on design and assist with development of applications using these tools
- Implement and manage monitoring technologies for software, server, and network platforms
- Resolve configuration-related problems
- Assist production support and development staff in debugging application defects
- Aid and input into planning and implementation of software development projects to both internal business units and external customers
Education
Higher Qualification - International Business Management and Accounting and Finance
University of Hull
Kingston Upon Hull 01.2017 - 04.2019
Diploma -
Wolfreton School And Sixth Form College
Willerby 01.2019 - 04.2016
IBM Business Analytics Certification (only Person in Hull To Be Awarded This in -
IBM Business Qualification
Hull 01.2016 - 02.2016
Skills
Acronis Cyber Protect expertise
Additional Information
- Achievements, Acronis Certified EngineerQualified Service Desk AnalystIBM Fundamentals Award Awarded The Governors Elite Award for my IT work in connection with IBM
Certification
Acronis Cloud Professional
Timeline
Acronis Cloud Professional
05-2024
Bitdefender Professional
02-2024
SDI Service Desk Analyst certification
05-2022
Cloud Service Desk Analyst
Giacom World Networks Ltd
02.2019 - Current
Diploma -
Wolfreton School And Sixth Form College
01.2019 - 04.2016
Software Consultant
Airco Ref & Air Conditioning Ltd
05.2018 - 05.2018
Higher Qualification - International Business Management and Accounting and Finance
University of Hull
01.2017 - 04.2019
IBM Business Analytics Certification (only Person in Hull To Be Awarded This in -
IBM Business Qualification
01.2016 - 02.2016
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