Suzanne James
EUS Analyst
Wolverhampton
Summary
Dedicated IT professional currently distance studying for a BSc in Cyber Security with a history of meeting goals and utilising consistent and organised practices. Excellent communication skills and is able to work independently or as part of a team. Shows professionalism in all tasks and takes own initiative and has the drive to succeed. Current,full-time role is as an IT Helpdesk Analyst at a manufacturing company in Telford. Uses the ticketing system, Ivanti to resolve user queries and service requests. Helps with day to day problems including using Active Directory, MS Office 365, Windows 10 and 11,Powershell, Okta,Confluence and Google Workspace. PagerDuty is used to escalate priority 1 incidents to our business colleagues.
Skilled in working under pressure and adapting to new situations and challenges to best enhance the organisation worked for.
Address : 3 Whitley Close Compton Wolverhampton West Midlands WV6 8BA Tel : 07794834880.
Overview
33
33
years of professional experience
4
4
years of post-secondary education
6
6
Certifications
Work History
IT Helpdesk Analyst
Protolabs
Telford
04.2022 - Current
- Gives 1st and 2nd line support to the whole company. Protolabs is an international company with sites in America and all over Europe. Customer service skills include speaking with those from different countries/cultures and time zones.
- Uses the ticketing system Ivanti, to manage and process support actions and requests.
- Manages customers' expectations of support and technology functionality in order to provide positive user experience.
- Provided end-user troubleshooting and desktop support.
- Documented support interactions for future reference.
- Daily use of active directory and Powershell to create,amend and remove users from the system.
- Use of Confluence to provide up to date company documentation.
IT Support Officer
Mikling Bank Primary School
Dudley
11.2019 - 03.2022
- School, Dudley.
- Helps with day to day issues such as fault finding, including CTouch screens,helping with issues with Chromebooks and iPads, helping to solve networking/software issues with several 3rd party providers who are responsible for developing apps that school students use. Most of these are web based and am responsible for maintaining their administrative procedures.
- Took ownership and delivered the year end roll over for all apps used by school students and staff. These include Purple Mash,Bug Club, Mathletics,Rediwriter, Reading Eggs, Sumdog, Spag and Evolve.
- Largely helps with maintenance of school website and critiques for DFE compliance.
- Used to large amounts of problem solving and doesn't shy away from new issues.
- Is fully familiar with both Windows and iOS operating systems, and has experience in using Office 365.
- Delivers exceptional level of service to each customer/staff member or student by listening to concerns and answering questions.
- Uses coordination and planning skills to achieve results according to schedule.
- Collaborates with SLT and develops team communications and information for meetings.
- Prepares a variety of different written communications, reports and documents to ensure smooth operations.
Disability Support Carer
Family
07.2003 - 11.2019
- Provided assistance in daily living activities by dressing, grooming, bathing and toileting.
- Transported individuals to events and activities, medical appointments and shopping trips.
- Documented vitals, behaviors and medications.
- Established daily activities and provided assistance to many staff.
Analyst Programmer
T & S Stores Ltd, Walsall, Now One Stop Stores
Wolverhampton
06.1997 - 05.2003
- Took ownership,designed,wrote and tested EPOS systems which ultimately managed over 800 stores.
- Produced full support documentation and end user guides.
- Collaborated with business colleagues and external suppliers to make processes more efficient.
- Worked along side network teams to solve problems and supported company production outside normal business hours.
- Applied knowledge of data modeling and statistical analysis to note trends and draw conclusions.
- Oversaw installation of software programs and hardware systems to meet requirements and offered critiquing.
- Boosted information sharing by enhancing interfaces between computer systems.
Software Engineer
Maygay Machines Ltd
06.1992 - 06.1997
- Wrote code in C+ that controlled arcade machines.
- Reviewed project specifications and designed technology solutions that met or exceeded performance expectations.
- Orchestrated efficient large-scale software deployments, including testing features and correcting code.
- Installed and configured software applications and tested solutions for functionality.
- Adjusted design parameters to boost performance and incorporate new features.
- Communicated with third-party product owners to illustrate deficits and bottlenecks within existing software.
Electronic Technician
Maygay Machines Ltd, Wolverhampton
06.1990 - 06.1992
- This was for a leading manufacturer of gaming machines.
- Used diagnostic and testing processes in collaboration with product engineers to identify, define and solve development issues.
- Conducted, maintained, tested and repaired electronic components, parts, equipment, and systems.
- Used Microsoft Word and other software tools to create documents and other communications.
Education
Bachelor of Science - Cyber Security
Open University
Wolverhampton / Home 10.2021 - Current
HND - Computing
University of Wolverhampton
Wolverhampton 09.1993 - 07.1995
Skills
Taking ownership and problem solving
Technical support
Communication and interfacing
Documentation,planning and coordination
Critical thinking
Cyber Security
Learning new skills
Certification
Summary of qualifications
Hobbies
I own my own .com and have built my own cookery, blogging website.
I am currently writing a cook book and am having it published.
Timeline
IT Helpdesk Analyst
Protolabs
04.2022 - Current
Bachelor of Science - Cyber Security
Open University
10.2021 - Current
IT Support Officer
Mikling Bank Primary School
11.2019 - 03.2022
Disability Support Carer
Family
07.2003 - 11.2019
Analyst Programmer
T & S Stores Ltd, Walsall, Now One Stop Stores
06.1997 - 05.2003
HND - Computing
University of Wolverhampton
09.1993 - 07.1995
Software Engineer
Maygay Machines Ltd
06.1992 - 06.1997
Electronic Technician
Maygay Machines Ltd, Wolverhampton
06.1990 - 06.1992