MIKE BATCHELOR
Gravesend,Kent
Summary
I am a highly focused, motivated individual with experience of working under pressure and meeting deadlines. I am reliable, flexible and always deliver results. I consistently deliver outstanding customer service, even when dealing with difficult situations. I am a team player and can use my own initiative when working to make things happen. I always take ownership of tasks that I have been given. I focus on solutions not problems. I go out of my way to learn new skills and drive my own development.
Overview
27
27
years of professional experience
Work history
Identity Access Management Analyst
StoneX
London
2022.10 - Current
- Onboarding & Offboarding of users from Active Directory & applications.
- Provide access to various company systems and applications ranging from Banking to other financial systems.
- Managing of company file permissions & access groups
- Administering updates\changes in Exchange & M365 environment.
- Troubleshooting various access issues and liaising with end users.
- Managing helpdesk tickets via Service Now.
- Onboarding various systems to our control.
- Perform access reviews, compliance audits and investigations in partnership with internal audit and compliance teams.
Desktop Support Analyst
Stone X
London
2016.12 - 2022.10
- Worked closely with end-users to assess business requirements, support change and deliver high-quality customer experiences.
- Managed and prioritised allocated incoming support tickets.
- Responded to incidents on-site, providing precise time estimations and managing customer expectations.
- Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate.
- Perform hardware & software installs, desk moves, adds and changes as required.
- Apply trouble shooting and problem-solving skills to guide and assist users on issues related to design, development and deployment of desktop hardware and desktop applications.
- Global support of desktop and laptop systems, including break/fix service, operating system and application loading, application configurations and user settings and desktop administrative duties.
Service Desk Engineer
Hydrogen Group
London
2015.07 - 2016.12
- Provide technical support to staff, responding to queries via phone, email and internal Hub ticketing system
- Support Polycom Video Conferencing and Skype
- Build and image laptops and workstations on Windows 7
- Provide general admin of cable management and patch panels
- Setup and disable user accounts via Active Directory
System Support Analyst
John Lewis
Greenhithe, Kent
2014.08 - 2015.07
- Provide 1st line technical support, answering queries via phone, email and face to face.
- Dealing with various systems, Exchange, Active Directory, Microsoft Office and Google Drive applications.
- Setup and create new users profiles and provide required access as requested.
- Provide daily reports and figures for Head of branch.
- Delivered technical advise from diagnostics through to implementing recommended solutions for a range of equipment such as PC's, tablet, kiosks, cisco phones, photocopiers and printers.
Loss Prevention Officer
John Lewis
Greenhithe, Kent
2009.06 - 2014.08
- Using systems to analyse and investigate all processes to document and prevent calculated losses to the business
- Carrying out audits on processes to monitor performance, training issues and to document suspicious behaviours and escalate appropriately.
- Provide response to incidents and resolve resulting queries, complaints and emergency procedures promptly, courteously and effectively, acting within defined parameters.
- Lead personal development, training on new systems and keep up to date with changes in operating procedures.
- Key holding and responding to out of hours alarm activations.
- First Aid.
Stock Management Partner
John Lewis & Partners
Greenhithe, Kent
2003.04 - 2009.06
- Receipting incoming goods from distribution centre.
- Stowing goods and dealing with customer returns.
- Replenishing stock on shop-floor.
- Picking goods for customer collections.
- Stocktaking.
Administrative Assistant
Shell International
London
1998.06 - 2003.04
- Focal point for over 600+ employees
- Displayed strong customer service skills with professional telephone manner to resolve customer enquiries.
- Maintained office files in both electronic and hard copies.
- Managed office inventories, restocking supplies and placing purchase orders to maintain adequate stock levels.
- Basic IT support.
- Processing business card orders for employees worldwide.
Education
NVQ Level 2 - Computer Aided Design
Horstead Centre
Rochester, MedwaySecurity - SIA Door Supervisor
Horstead Centre
Rochester, MedwayNVQ Level 2 - Information Technology
Itech College
Northfleet, KentNVQ Level 3 - Information Technology
Itech College
Northfleet, KentGCSEs - Maths, English, Science, Geography and Art
St John's RC School
Gravesend, KentSkills
- Team Player
- Customer relations
- Organisational skills
- Hardware maintenance
- Diagnostic software
- Hardware upgrades
- Hardware diagnosis
- Application installations
- Application support
- Remote support
Timeline
Identity Access Management Analyst
StoneX
2022.10 - Current
Desktop Support Analyst
Stone X
2016.12 - 2022.10
Service Desk Engineer
Hydrogen Group
2015.07 - 2016.12
System Support Analyst
John Lewis
2014.08 - 2015.07
Loss Prevention Officer
John Lewis
2009.06 - 2014.08
Stock Management Partner
John Lewis & Partners
2003.04 - 2009.06
Administrative Assistant
Shell International
1998.06 - 2003.04
NVQ Level 2 - Computer Aided Design
Horstead Centre
Security - SIA Door Supervisor
Horstead Centre
NVQ Level 2 - Information Technology
Itech College
NVQ Level 3 - Information Technology
Itech College
GCSEs - Maths, English, Science, Geography and Art
St John's RC School